InMoment XI

SEPTEMBER 13, 2022

We at InMoment have had the pleasure of working with some of the world’s greatest brands—and one brand that definitely stands out on that list is global footwear retailer, Foot Locker. Foot Locker is constantly striving to deliver the most memorable, innovative experiences to their “modern athlete” customers, and they have some incredible exciting initiatives planned for the next year!

Innovation 493

Innovation Sports Voice of Customer Social Media 493

CX Accelerator

SEPTEMBER 16, 2022

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.

Consulting 208

Consulting Culture Insights Customer Experience 208

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. BOSTON , Sept. 15, 2022 /PRNewswire/ — TechSee, the market leader in Computer Vision solutions for customer service, today announced a partnership with NeuraFlash with the goal of bringing the next generation of visual engagement and AI-powered service automation to their existing t

Engagement 109

Engagement Contact Center Retail 2022 109

Alida

SEPTEMBER 13, 2022

Word clouds can be engaging and easy to digest—just don’t expect in-depth analysis or comparisons from them.

Engagement 130

Engagement Customer Experience Customers 130

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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.

Customer Experience

Heart of the Customer

SEPTEMBER 16, 2022

A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.

Events 148

Events B2B Customers Customer Experience 148

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

BirdEye

SEPTEMBER 12, 2022

If you’re looking for an effective way to market your business, online business reviews could be the answer. As a business owner, you already know reviews can help make or break your business – especially when it comes to attracting new customers. Getting started with online reviews can be challenging, but don’t worry – we’re here to help. In this blog post, we’ll outline some tips for getting started with online business reviews and provide examples so you can see the benefits for y

Social Media 98

Social Media Travel Hotels Advertising 98

Zonka Feedback

SEPTEMBER 15, 2022

Increasing customer satisfaction and engagement with your brand requires a lot more than bombarding them with targeted ads and weekly mailers. There are proven techniques and tools being used by marketers every day that allow them to engage with customers. One such tool is a customer service chatbot.

Engagement 95

Engagement Customer Service Customer Satisfaction Customers 95

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify

Customer Success 88

Customer Success Customer Journey Customers Customer Retention 88

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

CSM Magazine

SEPTEMBER 16, 2022

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis. A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Social Media Communication 2021 98

BirdEye

SEPTEMBER 14, 2022

If you’re a plumbing company, you know that marketing is essential to your success. But what are the best marketing strategies for plumbers? How can you reach new customers and grow your business? In this guide, we’ll go over a variety of marketing strategies plumbers can use to get more leads and make more sales. Whether you’re just starting out or you’ve been in the plumbing industry for years, this guide has something for you.

Marketing 98

Marketing Social Media Advertising Multi-Channel 98

Eptica

SEPTEMBER 12, 2022

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022. Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

2022 125

2022 ROI Financial Blog 125

IntouchInsight

SEPTEMBER 15, 2022

Here at Intouch Insight we are always looking to launch new features that will help you to achieve customer experience excellence. This month we have launched several new features to the Intouch Platform that we can’t wait for you to begin using.

Insights 118

Insights Customer Experience Customers 118

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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.

Customers

Playvox

SEPTEMBER 14, 2022

Words matter, but language is complex and often left to interpretation. That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. The rise in conversational commerce — chat interactions on a variety of platforms with customers before, during, and after a sale — is creating even more data to analyze and track.

2022 79

2022 Social Media Contact Center Feedback 79

One Millimeter Mindset

SEPTEMBER 14, 2022

When you upgrade professionally, what are your continued expectations about the impact of your achievements? During the past few years, many of you upgraded professionally. The convenience of earning online certifications, without all the hassle and expense of travel and living costs to attend in person, was appealing. Many of you took the plunge. In fact, some of you became professional certification over-achievers, taking great pride in announcing your accomplishments nearly daily on LinkedIn.

Innovation 84

Innovation Social Media Consulting Travel 84

Thematic

SEPTEMBER 13, 2022

When you’ve got big data, you need the right analytics tools to make sense of it! We’ve pulled together this list of the best text analytics software platforms to help you decide on the right provider for your company. Contents What is text analytics? What is text analytics software? Thematic RapidMiner Chattermill Kapiche Lexalytics Google Natural Language AI MonkeyLearn Qualtrics XM Discover (formerly Clarabridge) Next steps: choosing a text analytics software platform What is te

2022 71

2022 Document Social Media Feedback 71

ShepHyken

SEPTEMBER 13, 2022

How Empathy Drives Business Growth . Creating a Culture that Gets and Retains the Best Employees. Shep Hyken interviews Jon Shanahan, co-founder of Businessolver Inc., a benefits administration solution that combines technology and service to help employees get the most value out of their benefits. He discusses creating a culture that delights and retains loyal customers and the best employees.

Culture 64

Culture Insurance 2022 Consulting 64

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.

Customer Insights

Magellan Solutions

SEPTEMBER 13, 2022

Does AI Improves BPO Debt Collection Process? Traditional debt collection practices such as frequent phone calls, emails, text messages, and house-to-house visits connote negative customer experience and often result in lending losses. But with the advancement of technology, the BPO debt collection process is now taking the digital approach through the help of Artificial Intelligence. .

Communication 75

Communication Financial Interaction Customer Relationship Management 75

Beyond Philosophy

SEPTEMBER 10, 2022

What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix? All were excellent pursuits, by the way, especially the bread making. However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research.

Consulting 68

Consulting Healthcare Books Measurement 68

The DiJulius Group

SEPTEMBER 13, 2022

Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.

Customer Service 99

Customer Service Article Customers 99

ShepHyken

SEPTEMBER 16, 2022

This week, we feature an article by Sheila Bugal, Head of Marketing at Caplena , a market-leading text analysis tool. She shares how companies can use Natural Language Processing in conjunction with human capabilities to enhance customer service. Natural Language Processing (NLP) helps computers understand and process human language, which has powerful implications for businesses that want to offer increased communication with customers and clients without the high cost of hiring additional staf

Feedback 67

Feedback Net Promoter Score NPS Healthcare 67

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

BirdEye

SEPTEMBER 16, 2022

Now more than ever, shoppers turn to online reviews before deciding where to spend their hard-earned money. They’ll often browse industry-specific review sites and read testimonials from previous customers prior to making a purchase. If you’re eager to build trust with your customer base, you need to get listed on the top business review sites in your industry.

Healthcare 98

Healthcare Return on Investment Hotels Social Media 98

ChurnZero

SEPTEMBER 16, 2022

When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang.

Customer Success 98

Customer Success Customer Retention Financial Customer Centricity 98

Russel Lolacher

SEPTEMBER 13, 2022

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should. Stay tuned for a tale of good intentions, missteps, and broken trust.

Feedback 98

Feedback Leadership Connections Culture 98

Zonka Feedback

SEPTEMBER 16, 2022

When it comes to customer communication, there can be a great many challenges and approaches to consider. These challenges can vary by the stage of the process, the role of the person working with the customer, and even the industry in which the service falls.

Communication 95

Communication Customers Customer Experience 95

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center