Thematic
SEPTEMBER 24, 2024
Customers want more than just products—they want to feel heard, valued, and appreciated. In fact, 63% of US consumers would ditch a brand after a poor customer experience. And 65% were willing to pay higher prices for exceptional customer service. In today’s competitive market, understanding what your customers think and feel is everything.
SurveySensum
SEPTEMBER 23, 2024
Ever felt like you were walking a tightrope, trying to keep your customers happy without falling off the edge? To ace the CX walk, you must find the sweet spot between meeting customer expectations and wowing them. What’s in it for you? Simply put, revenue boost. Brands that nail CX see revenue jump by 4-8%, leaving the industry average in the dust.
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COPC
SEPTEMBER 23, 2024
Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. However, despite its popularity, many executives remain unconvinced of its value. We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meanin
Help Scout
SEPTEMBER 23, 2024
Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.
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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.
Experience Investigators by 360Connext
SEPTEMBER 24, 2024
What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
ShepHyken
SEPTEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?
Beyond Philosophy
SEPTEMBER 27, 2024
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
InMoment XI
SEPTEMBER 25, 2024
Natural Language Processing (NLP) is a complex, yet fascinating and rapidly evolving field. It combines the specialties of computer science, artificial intelligence, and linguistics. Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. This enables machines to understand, interpret, and respond to human language in a way that is both meaningful and useful.
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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.
TechSee
SEPTEMBER 23, 2024
Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.
ShepHyken
SEPTEMBER 22, 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. Your Customers Are Changing Fast, Are You? by Joseph Michelli (CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional.
Blueshift
SEPTEMBER 24, 2024
Personal finance companies often struggle with fragmented customer data, stored across different departments and platforms. These data silos hinder effective marketing, slow decision-making, and prevent a comprehensive view of the customer. Customer Data Platform (CDP) software offers a solution to unify data, enabling companies to overcome these silos and deliver more personalized marketing experiences.
Beyond Philosophy
SEPTEMBER 26, 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: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
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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Integrity Solutions
SEPTEMBER 23, 2024
Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.
IntouchInsight
SEPTEMBER 27, 2024
Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help Authentic Pizza of Florida LLC, the Florida area representative for Marco’s Pizza, consistently deliver exceptional customer experiences and boost franchisee engagement?
CSM Magazine
SEPTEMBER 25, 2024
One of the biggest challenges your business may face is providing customer service across different languages. Offering seamless, effective multilingual support is essential for maintaining customer satisfaction and loyalty. Without the right tools, however, this can feel overwhelming, especially when it comes to hiring staff fluent in multiple languages or handling real-time conversations efficiently.
Joe Rawlinson
SEPTEMBER 23, 2024
Promo giveaways are a tried-and-tested strategy for boosting customer loyalty. Whether it’s to build brand recognition or foster deeper connections with clients, promotional products are versatile tools that help your business stay top-of-mind. However, the effectiveness of these giveaways hinges on selecting the right items that resonate with your audience.
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.
Middlesex Consulting
SEPTEMBER 23, 2024
Outstanding customer experiences are the path to sustainable differentiation and growth for industrial OEMs. This article connects the dots between Growth, ➜ Sustainable Differentiation, ➜ Great Customer Experiences, ➜ Standard Processes. While each step is important, I believe that the most insightful part of this article is the methodology developed by Jon Picault to quantify […] The post Experience-Led Growth: The Path to Sustainable Differentiation appeared first on Middlesex Consultin
Zonka Feedback
SEPTEMBER 27, 2024
Imagine this: Your organization is heavily reliant on gathering insights to stay ahead. You’ve invested in one of the most well-known enterprise tools to collect feedback. But as your needs grow, you face survey limitations, response caps, and rising costs, making it harder to capture crucial feedback.
Optimove
SEPTEMBER 22, 2024
Re-engage your churned customers with this guide Download Now Why it Matters: This post explores our Partner Ecosystem and CRM Lightning Talks at SBC Summit Lisbon. Our Partner Ecosystem offers live demos and real-world examples highlighting how these collaborations can help you deliver top-tier player experiences and drive deeper engagement. Our dynamic CRM Lightning Talks are designed to spark fresh ideas to refine your marketing tactics and stay ahead of the curve.
The DiJulius Group
SEPTEMBER 23, 2024
“Great leaders make the world a better place; they are willing to do what it takes, make the necessary sacrifices, and rally others to do the same.” The Critical Importance Our Work Plays in Our Meaning and Purpose A study of Shell Oil employees found that those who retired at 55 and lived to be. Read Full Article The post How To Motivate Today’s Workforce appeared first on The DiJulius Group.
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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.
BirdEye
SEPTEMBER 27, 2024
Social media has become an integral part of our everyday lives, with people sharing their personal and professional experiences online. This trend benefits businesses. A recent Birdeye study reveals customers often show more loyalty to individual employees than the overall brand. This is where a strong social media policy comes into play. It empowers your employees to post effectively while protecting your brand from unwanted attention.
CSM Magazine
SEPTEMBER 27, 2024
Customer service thrives online when it meets technical standards, yet some companies excel in this area while others struggle. As a result, you need to know what makes the difference. In particular, today’s customers demand speed, efficiency, and personalization. A delay can send them clicking elsewhere, while a generic approach to providing assistance will be equally damaging to their loyalty.
Blueshift
SEPTEMBER 26, 2024
Credit union member engagement is essential for long-term growth and member loyalty. When members are more engaged, they tend to use more services, remain loyal, and advocate for their credit union. This blog will cover key strategies credit unions can use to increase member engagement, including personalized communication, rewards programs, and improved digital experiences.
SurveySensum
SEPTEMBER 26, 2024
Every interaction you have with your customer or potential customer is a chance for you to improve and build a brand rooted in trust, loyalty, and customer-centricity. Every touchpoint in a customer journey is an opportunity to create an experience that isn’t just positive but also convenient and seamless. Now a question arises: how can brands position themselves as unique and valuable to the current ecosystem, especially when competitors are just a click away?
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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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