InMoment XI
AUGUST 14, 2024
Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever.
Totango
AUGUST 13, 2024
“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.
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InMoment XI
AUGUST 13, 2024
What is Conversation Intelligence Software? Conversation intelligence software represents platforms with conversation intelligence capabilities to analyze conversations from various communication channels. This includes phone calls, emails, chat messages, and social media interactions. This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms.
Retently
AUGUST 15, 2024
Imagine browsing your favorite online store, filling up your cart with everything you need, and then… something goes wrong. Maybe the checkout process is confusing, or you’re faced with unexpected import duties or shipping or return fees. Frustrating, right? That’s when you reach out to customer support, hoping for a quick fix. Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
eglobalis
AUGUST 13, 2024
Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
AUGUST 16, 2024
As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. However, as businesses try to adopt digital business strategies, most aren’t finding success. Research shows that 70% of digital deployments fail to meet their goals.
Bill Quiseng
AUGUST 14, 2024
QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.
BlueOcean
AUGUST 13, 2024
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)?
ShepHyken
AUGUST 11, 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. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Beyond Philosophy
AUGUST 16, 2024
In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple of helpful AI tools Cudby mentions.
Retently
AUGUST 13, 2024
Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).
Totango
AUGUST 13, 2024
“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.
Second to None
AUGUST 13, 2024
In today’s highly competitive business landscape, understanding and improving the customer experience has become paramount for companies across industries. Customer experience research firms play a vital role in helping businesses gain valuable insights into their customers’ needs, preferences, and pain points. However, not all customer experience research firms are created equal.
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!
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Beyond Philosophy
AUGUST 15, 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: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.
Retently
AUGUST 12, 2024
If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. But how do you measure that happiness? That’s where NPS (Net Promoter Score) comes in. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those custo
Thematic
AUGUST 10, 2024
These days, giving customers a great experience (CX) isn’t just a bonus—it’s a must. Companies that really understand their customers and respond to their needs build stronger relationships, boost loyalty, and achieve more success But how can businesses consistently understand their customers so well? The answer lies in using thematic analysis to explore and interpret all available data.
Optimove
AUGUST 15, 2024
See the difference control groups make in this guide Download Now Why it Matters: For marketers, Optimove is recognized for its ability as an email marketing service provider to drive efficiency for cross-channel marketers both in their day-to-day work (Process and Workflow) and their overall business (Organizational Improvement) Optimove was evaluated with the highest possible scores for Personalization, Process and Workflow Innovation, Email Value, and Organizational Improvement.
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.
Helpware
AUGUST 13, 2024
Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is so much more than that. It’s a powerful tool—or you can call it a secret weapon—that both small businesses and large corporations are skillfully wielding to improve business operations, cut costs, and delegate non-strategic functions to be able to focu
BirdEye
AUGUST 12, 2024
Consumers rely on online reviews to make informed decisions about everything from where to eat to which doctor to see. But what happens when those reviews are fake or manipulated? A recent landmark judgment in Seattle highlights the importance of maintaining the review ecosystem’s sanctity and the consequences businesses can face for engaging in deceptive practices.
CSM Magazine
AUGUST 16, 2024
These days, customers have sky-high expectations, and a single bad experience can send them running to competitors. That’s where exceptional customer service can be truly beneficial. But delivering top-notch customer service isn’t a walk in the park. A solution like cloud technology can help empower your business to deliver seamless, personalized, and efficient customer experiences.
Currency Alliance
AUGUST 15, 2024
The real purpose of marketing personalization is to maximize marketing engagement and, consequently, customer lifetime value (CLV). This implies being able to determine offers and incentives based on predicted CLV, so that personalization produces favorable business outcomes. This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand.
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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.
InteractionMetrics
AUGUST 14, 2024
Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm.
BirdEye
AUGUST 13, 2024
Dental practices must stand out in local search results to attract new patients. More people are using search engines to find dental services. Despite the importance of Dentistry, only 26% of consumers have found “The One” dentist. That’s the single trusted dentist that they’ll come back to again and again. Part of the reason is that they haven’t found you yet.
CSM Magazine
AUGUST 16, 2024
In a world where customers expect everything at their fingertips and their patience wears thinner, businesses can’t afford to let their network be the weak link. Imagine a customer eagerly trying to reach out to your support team, only to be met with dropped calls or endless buffering. Advanced network management is the answer. It’s about ensuring your network is functional and optimized to deliver the kind of experience that keeps customers coming back for more.
SurveySensum
AUGUST 14, 2024
Do you want to improve your customer experience but don’t know where to start? Why not start by talking to your customers? Having a decent conversation with your customers, and taking their feedback might sound basic but it is as important as designing elaborate campaigns. This is important because your customers might be leaving you silently after bad experiences and you have no clue about it.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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