Retently
MAY 21, 2024
Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance?
Beyond Philosophy
MAY 23, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. The concept came to us as part of our None of Use is Clever as All of Us feature.
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Zonka Feedback
MAY 23, 2024
In the current times, the landscape of business success is increasingly defined by how well you engage with your customers. Customer engagement is no longer just about transactions; it's about building lasting relationships that promote loyalty, drive repeat business, and turn customers into brand advocates. Studies have shown that about 87% of the brands have increased their investment in digital customer engagement despite economic uncertainty.
CSM Magazine
MAY 23, 2024
These days, many organisations find themselves grappling with a common dilemma: is their Salesforce CRM still focused on routine marketing activities and sales administration, or is it truly driving transformative change across the entire customer journey? As customers increasingly expect personalised, seamless, and engaging interactions across multiple touchpoints, many organisations are finding it challenging to navigate the transition from traditional contact centre platforms to more comprehe
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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.
VDS
MAY 21, 2024
Imagine a world where customer service is both incredibly efficient and deeply empathetic—this is the promise of combining AI technology with human agents. To meet today’s high customer expectations, businesses are increasingly turning to a blend of AI technology and human interaction. At VDS, we believe that the future of customer service lies in balancing these elements to deliver optimal outcomes.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.
Beyond Philosophy
MAY 24, 2024
A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.
Team Support
MAY 21, 2024
The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.
The DiJulius Group
MAY 21, 2024
We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and. Read Full Article The post Becoming Better Leaders appeared first on The DiJulius Group.
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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.
BirdEye
MAY 24, 2024
For any business, achieving success depends on accumulating positive reviews and maintaining an impeccable online reputation – an area where many tools in the market fall short. This is where Birdeye emerges as the comprehensive solution to all your online reputation management , social media, and customer experience needs. In this blog post, we’ll delve into the Podium vs.
Helpware
MAY 21, 2024
In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.
Braze
MAY 22, 2024
For the sixth year in a row , Braze has received the NorthFace ScoreBoard (NFSB) Award for achieving excellence in the area of Customer Service from Customer Experience (CX) specialists Customer Relationship Management Institute LLC (CRMI).
Doing CX Right
MAY 24, 2024
Ticketmaster fiasco reveals the high cost of lost customer loyalty. Learn lessons on pricing, technology, user experience and prioritizing customer experience. The post The High Cost of Lost Customer Loyalty: Ticketmaster’s 5 Lessons For Every Industry appeared first on Doing CX Right.
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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CSM Magazine
MAY 23, 2024
Navigating the labyrinth of customer support demands precision – like a captain steering through foggy waters with only the stars for guidance. A robust dashboard is your North Star, keeping your efforts aligned and efficient. It’s not a mere luxury; it’s an essential gear in today’s relentless customer service seas. Consider this: What makes a dashboard not just adequate, but outstanding?
eglobalis
MAY 20, 2024
This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we
BirdEye
MAY 24, 2024
For any business, achieving success depends on accumulating positive reviews and maintaining an impeccable online reputation – an area where many tools in the market fall short. This is where Birdeye emerges as the comprehensive solution to all your online reputation management , social media, and customer experience needs. In this blog post, we’ll delve into the Podium vs.
Team Support
MAY 23, 2024
In the digital age, where instant gratification is the norm, immediate responses to customer inquiries can make or break a brand's reputation. This rings especially true for software companies. Jackrabbit Technologies , an online class management software provider catering to children's activity centers, learned this firsthand. Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support.
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.
CSM Magazine
MAY 22, 2024
Zenarate, a leading SaaS provider of AI-powered skill-based simulation training and development for customer-facing agents, has announced its showcase in Frost & Sullivan’s report, “Advancements in Contact Center Workforce Optimization-Global.” The report sheds light on the latest developments in Contact Center Workforce Optimization (WFO), Workforce Engagement Management (WEM) and how Zenarate AI Coach is uniquely designed to support these vital strategic initiatives.
Optimove
MAY 20, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.
VDS
MAY 20, 2024
Implementing a Cloud Contact Center as a Service (CCaaS) solution is a significant step towards enhancing customer service operations. However, the true measure of success lies not just in the initial deployment but in the continuous support that follows. At VDS, we understand that ongoing support is critical for maximizing the value of your CCaaS investment and ensuring long-term success.
Magellan Solutions
MAY 20, 2024
The Philippines’ BPO industry is now considered one of the biggest suppliers of global outsourcing solutions. The noteworthy revenue earned by the BPO industries was more than $32.5 billion in the year 2022. No business will miss out on any chance to tap this thriving sector to ensure its fast-track growth. Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with custom
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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.
CSM Magazine
MAY 22, 2024
In today’s fast-paced business world, being efficient and productive is crucial for achieving success. Sales teams play a major role in driving revenue and profits for companies, so it’s essential to equip them with the right tools. Salesforce CPQ (Configure Price Quote) is a tool that can significantly boost sales productivity and profitability by automating pricing, configuration, and quoting processes.
Think Customers
MAY 20, 2024
This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Criminy! Blast! Ouch! Barnacles! That pebble in your shoe elicits a yelp and other colorful expletives. And yet, companies too often ignore this root friction point — all in pursuit of quick wins. Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company.
Forrester's Customer Insights
MAY 21, 2024
Let me start by stating the obvious: Automation has its best home in the contact center. At many brands, agents make up 10% of the workforce. They are the face of your brand to your customers, providing critical empathy and solving important problems.
Braze
MAY 21, 2024
To determine just how effective the channel is in connection with key marketing metrics like engagement, purchases, and retention, we’ve analyzed the impact of WhatsApp messaging (and its inclusion in other cross-channel campaigns) on key KPIs like sessions, average user lifetime, purchases per…
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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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