InMoment XI

OCTOBER 12, 2023

Omnichannel contact center solutions should be more than just a few buzzwords that are thrown around in your boardrooms. They should be strategies that deliver the seamless, convenient, and efficient interactions with brands that customers expect. By integrating multiple communication channels into a unified system, businesses can significantly enhance the customer experience We have outlined four benefits that omnichannel contact center solutions will have on your business.

Contact Center 195

Contact Center Omnichannel Customer Experience Social Media 195

ShepHyken

OCTOBER 10, 2023

The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

Workshop 154

Workshop Culture Customer Service Training Employee Experience 154

Experience Investigators by 360Connext

OCTOBER 10, 2023

Ever feel like your customer feedback is being dismissed or ignored? Can negative comments be transformed into something that propels growth and change? In our latest episode, we tackle these questions and more. Discover how creating an effective action plan, gaining support from leaders and teams, and utilizing technology can transform negative feedback into actionable tasks.

Feedback 143

Feedback Communication Technology Insights 143

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

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Insurance Customer Experience Social Media Omnichannel 111

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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.

2024

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. This article delves deep into the world of customer service metrics, offering insights and actionable takeaways.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ShepHyken

OCTOBER 9, 2023

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. Combining AI and human agents can create a seamless and effective customer experience.

Contact Center 92

Contact Center Customer Satisfaction Technology Interaction 92

BirdEye

OCTOBER 10, 2023

Your business’s online reputation could be the difference between online marketing success and defeat, as a single negative review could damage your reputation beyond repair. This may sound like a strong statement; however, the truth remains that 72% of customers won’t take action and purchase until they read reviews first. Unlike some industries where reputation revolves around corporate practices or policies, in retail reputation management, the quality, availability, and customer exper

Retail 111

Retail Management Social Media Multi-Channel 111

Blueshift

OCTOBER 10, 2023

Throughout my career, I’ve had the privilege of collaborating with customers from various retail and e-commerce companies. One shared objective has consistently emerged: the pursuit of rapid growth and scalability in today’s ever-evolving marketing landscape. Unfortunately, many companies often find themselves entangled in the complexities of data integration and extended set-up processes.

E Commerce 111

E Commerce ROI Retail Marketing 111

Doing CX Right

OCTOBER 8, 2023

Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world. You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right.

Brands 105

Brands Customer Experience Customers 105

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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.

Voice of Customer

Beyond Philosophy

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.

Healthcare 88

Healthcare 2005 Banking Consumers 88

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. This blog details the panel discussion on Grow sales by delighting customers with George Grigoryan – Marketing Director, SEV, and Vandana Agarwal, VP of Pre and Post-Sales, Birdeye and Justin Meredith.

Sales 111

Sales Social Media Customers Multi-Channel 111

Blueshift

OCTOBER 12, 2023

We are back with a new blog in our Deliverability Doctors blog series – and this time we are talking about protecting your email deliverability, as well as the potential roadblocks you could encounter! Like every other challenge, sometimes email deliverability problems don’t emerge suddenly. If you didn’t notice the slight changes in the behavior of your email metrics, you are mistaken.

Events 105

Events Blog Metrics Article 105

ShepHyken

OCTOBER 12, 2023

This week, we feature an article by Philip Portman, Founder/CEO of Textdrip , a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions. In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences.

Customer Satisfaction 67

Customer Satisfaction Insurance Customers Communication 67

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!

Customer Experience

Comm100

OCTOBER 9, 2023

The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.

Customer Service 100

Customer Service Customers Interaction Technology 100

Feedbackly

OCTOBER 10, 2023

Join us on November 1st to hear about how to maximize the outcome of customer experience personalization. Date: November 1st, 2023 Time: 2 PM EET (UTC +2) / 12 PM GMT (UTC +0) Tiempo de duración: 60 min >> Save your free seat here Everybody is saying that personalized customer experience (CX) is important and we need to do it, but only a few actually know if they are doing it right.

Webinar 98

Webinar Measurement Customer Experience 2023 98

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology 2023 Blog Article 62

ShepHyken

OCTOBER 9, 2023

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 comment about each article and would like to hear what you think too. 5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated a

2023 67

2023 Article Customer Service Airlines 67

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

2020 Research

OCTOBER 13, 2023

[link] In Episode 2 of Sago’s Eye on Innovation Series , Ash Wade, EVP of Revenue Operations at Sago, interviews Raj Manocha, Chief Client Officer at Sago, on the topic of improving the human experience in research. Listen to Raj’s thoughts on the role of AI in research and the importance of balancing technology with human expertise and oversight. Also, learn about the potential of synthetic modeling to engage with underrepresented or hard-to-reach groups and how integrating AI into the research

Innovation 64

Innovation Technology Marketing Engagement 64

BirdEye

OCTOBER 12, 2023

Online reviews heavily influence a consumer’s decision to buy from your business. Positive reviews are great for sales. And they bolster your online reputation management efforts. By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement.

2023 59

2023 Feedback Consumers Demo 59

CSM Magazine

OCTOBER 10, 2023

These days, with life moving so fast and new technology coming out all the time, how we pay for things keeps changing. Companies are always trying to use the latest digital tools to get ahead. So creating customized payment solutions tailored to their needs is becoming the key advantage for businesses wanting to stand out from the crowd. In this article, we’ll look at how these specialized payment systems are transforming the payment processing world.

E Commerce 59

E Commerce Financial ROI Return on Investment 59

Beyond Philosophy

OCTOBER 7, 2023

For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this phenomenon the Planning Fallacy.

Customer Experience 78

Customer Experience Customers 78

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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.

2024

SaleMove

OCTOBER 13, 2023

Insurance companies have been playing catch up when it comes to the digital experience they provide to their policyholders and agents. The precedent set by other industries has elevated customer expectations, leaving insurers racing to digitally transform. The digital self-service capabilities available to policyholders and agents today vary greatly by carrier, but generally speaking, insurers […] The post Insurance Digital Self-Service Still Requires Human Support appeared first on Glia

Insurance 85

Insurance Blog Customer Expectations Customer Service 85

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint. Yes, these 10 things are commonly considered the key elements of any customer experience improvement initiative.

Customer Experience 59

Customer Experience Webinar Books NPS 59

BirdEye

OCTOBER 12, 2023

The people who take part in your surveys are just as crucial as the accuracy of the survey results. Unfortunately, finding the right survey respondents can be challenging for many business owners. If you’re on the hunt for customer opinions, you need to target the correct audience — one that will be fair but honest. And knowing where and how to find that audience is key.

Social Media 59

Social Media Net Promoter Score Feedback Demo 59

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

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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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