SurveySensum
OCTOBER 1, 2024
Only 23% of customers say they’re “very satisfied” with their experience. Meanwhile, 44% are already open to trying new brands, even if they like the one they’re with. Once they leave, your chances of gaining them back are reduced to a slim 20% to 40%. Good isn’t good enough for customers anymore! So, how do you know if your customers are really happy?
eglobalis
SEPTEMBER 28, 2024
Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Blueshift
OCTOBER 2, 2024
By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.
Northridge Group
OCTOBER 2, 2024
Throughout history, humans have relied on physical characteristics for identification, beginning with fingerprinting as far back as 500 BC. Today, facial recognition, iris scanning, and voice patters are part of biometric identification. But, like so many other things in modern-day society, Artificial Intelligence is changing the world of biometrics and our security within it.
Advertisement
The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
2020 Research
SEPTEMBER 30, 2024
You’ve talked to your participants; now talk to your data. With Query AI , extracting meaningful insights from your QualBoard projects has never been easier or more intuitive. Imagine simply typing in your questions and receiving accurate, relevant answers derived from your project data, including everything from participant-uploaded videos to intricate hours of in-depth interviews (IDI), focus group recordings, and countless verbatim responses.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
OCTOBER 4, 2024
A customer’s experience doesn’t start and end with purchasing your product or service. It’s a journey encompassing every point of interaction with your brand, from the initial awareness to leaving an online review. Managing this experience through a customer-centric approach can help businesses strengthen their customer relationships for long-term success.
Experience Investigators by 360Connext
OCTOBER 2, 2024
No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor
TechSee
OCTOBER 2, 2024
At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?
Bill Quiseng
OCTOBER 3, 2024
In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.
Advertisement
This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
InMoment XI
SEPTEMBER 30, 2024
Imagine this: A potential patient searches for a dentist in your area, and your practice pops up—along with a handful of reviews. At that moment, your online reputation is either drawing them in or driving them away. Dental reputation management is more than just keeping an eye on patient reviews; it’s about shaping how your practice is perceived across the web.
Experience Investigators by 360Connext
OCTOBER 1, 2024
Ever wondered how small businesses can outshine their larger counterparts in customer experience? Hear how journey mapping can transform every touchpoint and why eliminating barriers is crucial to delivering a seamless customer experience. Real-life success stories from companies like Zappos and a local pharmacy illustrate the power of proactive customer care and community building in fostering loyalty and setting your small business apart from the rest.
TechSee
SEPTEMBER 30, 2024
In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu
Beyond Philosophy
OCTOBER 3, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners has a pickle. Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
.png)
ShepHyken
OCTOBER 1, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?
delighted
OCTOBER 3, 2024
Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive. From artificial intelligence to augmented reality, social media shopping to subscriptions, here are the 10 trends shaping online retail right now: Artificial intelligence is transforming the on
Experience Investigators by 360Connext
OCTOBER 1, 2024
Learn the knowledge and tools to transform your customer experience strategy and achieve tangible results to drive business success.
Beyond Philosophy
OCTOBER 4, 2024
One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they’re ready to engage.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ShepHyken
OCTOBER 1, 2024
If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.
C3Centricity
OCTOBER 1, 2024
Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and
Thematic
SEPTEMBER 29, 2024
For some organizations, Chattermill is a viable feedback analytics option. For others, a Chattermill competitor could help your business achieve its goals better and faster – while putting the voice of the customer at the heart of everything you do. The best solution is the one that meets your business requirements and helps you uncover insights that underpin confident business decision-making.
Optimove
OCTOBER 2, 2024
See the difference control groups make in this guide Download Now Why it matters: By attending Optimove’s CRM Lightning Talks at G2E Las Vegas 2024, marketers will walk away with deeper knowledge of event-based strategies, personalization, predictive analytics, and gamification—all crucial for optimizing player engagement, retention, and loyalty. Key takeaways: Join us at G2E for four CRM Lightning Talks at Booth #2630.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ShepHyken
SEPTEMBER 30, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.
The DiJulius Group
OCTOBER 1, 2024
Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.
Kate Nasser
SEPTEMBER 29, 2024
Leaders, do your teams truly understand and deliver on customer urgency? If your answer is, “Yes, because we have priority schemes they follow,” you may be surprised to witness what actually happens in real time. Image by Patti Morris via Flickr Attribution License. Customer Urgency: Do Your Teams Truly Deliver on It? Recent Event I […] The post Customer Urgency: Does Your Team Truly Deliver on It?
CSM Magazine
OCTOBER 3, 2024
Every year, the first week of October marks an important celebration that resonates across industries—Customer Service Week. Customer Service Week is a dedicated time for organizations to recognize the critical role that customer service professionals play in improving customer experiences and ensuring business success. This year’s celebration takes place 7 – 11 October It serves as a reminder that exceptional service is not just a department but the heartbeat of any thriving company.
Advertisement
Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Expert insights. Personalized for you.
52 
Let's personalize your content