Retently
JULY 8, 2024
Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world. Popularly labeled as the “ultimate question”, the NPS® survey has made the long customer satisfaction surveys obsolete (for good!), introducing a new, simple and convenient way for businesses to measure customer happiness.
ClearAction
JULY 8, 2024
CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging. Leading indicators are what you are doing that causes the lagging indicator.
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Thematic
JULY 9, 2024
There is a lot of talk about Generative AI and Large Language Models. Analysts and vendors encourage everyone to jump on the “AI train” to save costs and upskill yourself. Practitioners share war stories of working with data scientists to test out the latest LLMs. When it comes to Gen AI, there’s lots of marketing speak, but then, there’s research!
BlueOcean
JULY 9, 2024
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to discover the three principles of brand loyalty in a world where disruptions continue to shift our buying behaviors (and one interesting exception to the rul
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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.
Beyond Philosophy
JULY 11, 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: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
JULY 11, 2024
Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.
ShepHyken
JULY 8, 2024
I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose.
Braze
JULY 11, 2024
Today, we’re introducing the Braze Data Platform : A comprehensive, composable set of new and existing Braze capabilities and partner integrations available in our customer engagement solution, designed to help marketers leverage data to deliver more impactful, scalable customer experiences powered…
TechSee
JULY 10, 2024
The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.
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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
JULY 12, 2024
Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust
Retently
JULY 8, 2024
Let’s talk about something every business should care about: how happy your customers are. You’ve probably heard the saying, “Happy customers are the best marketing.” Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. It’s a simple yet powerful tool that helps you measure customer loyalty and satisfaction.
CSM Magazine
JULY 12, 2024
The next evolution of human-machine interaction could bring about real, unprecedented synergy between humans and machines – with CX as the obvious beneficiary, writes Avaya’s Tvrtko Stosic. Traditionally, people have interacted with technology via strict, well-defined commands used to complete narrowly specified tasks. In customer service cases, this resulted in traditional IVRs, through which customers gave commands via touchtone user interfaces to get at their desired information or to perform
ShepHyken
JULY 7, 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. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.
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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Bill Quiseng
JULY 10, 2024
QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!
ChurnZero
JULY 9, 2024
Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals
Interactions
JULY 9, 2024
How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.
Optimove
JULY 8, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: AI-orchestrated gamification combines the dynamic management of customer interactions with game-design elements to enhance user engagement. This innovative approach leverages advanced analytics and AI to understand player behaviors and preferences, ensuring that every interaction is contextually relevant and engaging.
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.
Heart of the Customer
JULY 12, 2024
Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. The post What is a Customer Journey Map? appeared first on Heart of the Customer.
Helpware
JULY 9, 2024
Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands? The answer is more simple than it seems.
Interactions
JULY 9, 2024
How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.
Optimove
JULY 8, 2024
Take the next step with our CRM marketer evolution curve Download Now Why it Matters: AI-journey orchestrated gamification combines the dynamic management of customer interactions with game-design elements to enhance user engagement. This innovative approach leverages advanced analytics and AI to understand player behaviors and preferences, ensuring that every interaction is contextually relevant and engaging.
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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.
SurveySensum
JULY 12, 2024
Choosing an NPS software for your small business can seem to be a daunting task. You need to consider efficient features, reliability, scalability, and how comfortable your team is with using the tool. And of course, the software should not burn a hole in your pocket. Finding the right NPS software sure is a challenge! But no matter what, you need an NPS software.
CSM Magazine
JULY 12, 2024
What exactly does a Customer Experience Manager do, and how do they contribute to a company’s success? Let’s find out. According to research by Zippia, more than 2,670 companies in the United States have a Customer Experience Manager overseeing their customer experience initiatives. As companies wise up to the importance of keeping customers happy, this role has shifted from a supporting player to a starring role, with businesses seeking out experts who can make it happen.
VDS
JULY 12, 2024
Genesys Agent Copilot is a tool designed to streamline customer support by automatically providing agents with relevant knowledge articles and information during customer interactions. This system uses advanced AI to analyze the context of each interaction, ensuring agents have the right information at their fingertips, reducing response times, and improving overall customer satisfaction.
The DiJulius Group
JULY 10, 2024
What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman’s “Never Lose an Employee Again” and Dan Heath’s “Making Moments Memorable,” we.
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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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