Gainsight
AUGUST 7, 2024
Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” Jeff Bezos echoed that sentiment: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” What do these two quotes share?
CSM Magazine
AUGUST 5, 2024
Cloud services are core to facilitating business agility and efficiency in the current wave of digital transformation. However, such a step into cloud computing must be grounded on an appropriate cost-benefit study. In the simplest form, cost-benefit analysis should answer the question of whether such a shift makes any financial sense for the organization, looking at probable savings against related costs.
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Genroe
AUGUST 4, 2024
Implementing a system to automate data collection and reporting for Net Promoter Score data is an important step in using the NPS Process. The post Automating Net Promoter Score® Data Collection appeared first on Genroe | Customer Experience | Net Promoter Score.
InMoment XI
AUGUST 6, 2024
Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. With so much going on in different places, it is beneficial to have one place to be able to see how your CX program is performing. This is where customer experience dashboards come in.
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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.
Zonka Feedback
AUGUST 7, 2024
In the fast-paced world of product development, making data-driven decisions is more crucial than ever. Imagine launching a new feature only to find out it doesn’t resonate with your users. How do you avoid such pitfalls?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
AUGUST 7, 2024
Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. A series of glowing reviews can enhance brand loyalty and attract new patrons, whereas negative feedback may meaningfully impact business.
InMoment XI
AUGUST 5, 2024
What Is a Reputation Score? A reputation score is a numerical representation of a brand’s reputation performance, calculated based on various factors such as customer reviews, online ratings, response rate, response time, local listings being in sync, and more. This data-driven score reveals the overall brand health, allowing brands to grasp their reputation standings at a glance and take rapid actions where needed.
Beyond Philosophy
AUGUST 9, 2024
Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.
ShepHyken
AUGUST 4, 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. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.
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!
Zeisler Consulting
AUGUST 6, 2024
I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, so I’m partial to them anyway. If your kid brings home an A, he’s the smartest one in school.
Second to None
AUGUST 7, 2024
Mystery shopping, also known as secret shopping, has become an essential tool for businesses to evaluate and enhance their customer experience. This innovative approach involves hiring individuals to pose as regular customers and provide valuable feedback on their experience with a particular business. A great mystery shopping agency can provide valuable insights into customer interactions, helping businesses improve their operations, customer service, and overall performance.
Beyond Philosophy
AUGUST 8, 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: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.
ShepHyken
AUGUST 6, 2024
Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly
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Optimove
AUGUST 7, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: iGaming and Sports Betting operators can now deliver an unparalleled AI-orchestrated gamification experience, driving higher retention rates and deeper player engagement. Key Takeaway s : Optimove partnerships are with best-of-breed gamification leaders Captain Up and Gamanza This announcement delivers AI-orchestrated gamification to iGaming and Sports Betting, enhancing player engagement.
Second to None
AUGUST 7, 2024
Mystery shopping, also known as secret shopping, has become an essential tool for businesses to evaluate and enhance their customer experience. This innovative approach involves hiring individuals to pose as regular customers and provide valuable feedback on their experience with a particular business. A great mystery shopping agency can provide valuable insights into customer interactions, helping businesses improve their operations, customer service, and overall performance.
Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
BirdEye
AUGUST 9, 2024
A business’s online presence and reputation are crucial for attracting customers. A strong online reputation directly impacts revenue, making it essential to choose the right provider. That is where platforms like Birdeye and Reputation step in. But which one to pick in the Birdeye vs. Reputation.com contest? For location-based businesses of all sizes, Birdeye’s AI-powered tools and all-in-one solutions for reputation, social media, and customer experience management make it the superior c
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.
Optimove
AUGUST 5, 2024
How AI is Transforming CDPs Download Now >> Why it Matters: Navigating thousands of concurrent customer journeys in marketing is like managing a thousand flights at once and more. In essence, marketers must act as air traffic controllers, pilots, and flight attendants all rolled into one, striving to create a seamless journey for every consumer.
SurveySensum
AUGUST 7, 2024
Did you know that companies that involve customer feedback in product development are 30% more likely to launch a successful product? This shows that customers care about contributing to the product and with the help of an effective product feedback survey, you can gain actionable insights into your customers’ expectations , uncovering what they love, what they don’t, and where there’s room for improvement and many more insights.
Feedbackly
AUGUST 6, 2024
While you may already know the answer to ‘What is customer sentiment?’, you would want to know its relevance in customer experience and how you can quantify customer sentiments. Let’s address it today. What is customer sentiment? Customer sentiments are customer emotions, opinions, or attitudes that reflect their perception of your brand. While sentiments, in general, are complex, they are an integral focal point for any brand prioritizing emotional experience.
SurveySparrow
AUGUST 3, 2024
Did you know that there has been an increase in overall satisfaction in vehicle shopping and buying journeys ? Well, it’s true. The reason? Companies have started understanding the importance of customer satisfaction and have invested more in this. At the center of all this are car surveys. Be it about purchasing a car, repairing it, or simply optimizing the buyer’s journey – whatever the case, maybe a properly structured car survey can be the solution to all these problems.
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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.
The DiJulius Group
AUGUST 7, 2024
Could your company’s high turnover rates directly result from poor leadership? On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and.
SurveySensum
AUGUST 6, 2024
Did you know that 73% of customers are more likely to trust a brand they already know? When it comes to creating strategies to make customers keep coming back to you, brand awareness is your way in. Brand awareness is what makes your brand stand out among your competitors. I mean think about it – if potential customers are unaware of your brand they are obviously going to choose your competitor no matter how good your product or service is.
Kustomer
AUGUST 5, 2024
We are thrilled to announce that KIQ AI Profiles are now generally available for our customers on Enterprise and Ultimate Plans! This powerful enhancement for the KIQ Customer Assist Premium and KIQ Agent Assist add-ons empowers admins to personalize AI-powered features and premium assistants, ensuring they reflect your organization’s unique brand, tone, and style.
Thematic
AUGUST 4, 2024
If you have ever had to analyze customer feedback , you will know that the most difficult part is to create a perfect code frame. You need to understand the dataset, the stakeholders involved and the ideal outcomes of the analysis. You will have to iterate before settling on a solution, which might still not feel perfect. There are now many thematic analysis software tools out there that can help you manage this process.
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
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