eglobalis

JANUARY 13, 2025

Introduction Salesforces new product, AgentForce, is redefining the agent experience with advanced AI capabilities. Designed for seamless integration with CRM systems, it offers real-time insights, proactive recommendations, and automation to streamline workflows. Competing tools like Microsoft Dynamics 365 AI and Zendesk AI Suite provide similar functionalities, but AgentForce stands out for its ease of use and integration depth.

Marketing 333

Marketing E-support E Commerce Social Media 333

InMoment XI

FEBRUARY 12, 2025

Whether you run a small business or a global enterprise, you need to have customers constantly coming through your doors to promote business continuity and growth. For retail businesses with brick-and-mortar stores, customer reviews are one of the most effective ways to increase traffic and drive offline sales. With 36% of customers browsing two review sites and 41% checking three or more sites when deciding which local businesses to visit, the power of online reviews is undeniable.

Feedback 195

Feedback Retail Social Media Advertising 195

ShepHyken

JANUARY 14, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is hospitality mentality? What role does storytelling play in creating memorable customer experiences? Why is meeting or exceeding customer expectations important in the hospitality industry? How do personal interactions complement technology in creating a seamless customer service experience?

Hospitality 136

Hospitality Customer Experience Interaction Customer Expectations 136

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Definition

TechSee

FEBRUARY 10, 2025

At launch, chatbots made a huge splash. They handled FAQs and quick questions, giving us a taste of automated CX and support. But in today’s world, your customers expect more. They want to feel seen , heard , and valued —and they want more than just answers; they want solutions. This is where AI-driven customer service experiences truly stand out.

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. To truly improve the customer experience, you need to combine NPS with metrics like Customer Satisfaction (CSAT), Customer Effort Score (CES), or overall experience ratings to evaluate specific interactions.

NPS 118

NPS E Commerce Effort Score Metrics 118

Bill Quiseng

FEBRUARY 12, 2025

English writer Samuel Johnson said, People need to be reminded more often than they need to be instructed. So, I encourage you to remind your colleagues, people, and yourself of one of the QUI QUOTES for QUI TAKEAWAYS. With that in mind, here is today’s: QUI TAKEAWAY: To customers, their perception is reality, image is everything, and their feelings are the facts.

Customers 132

Customers Customer Satisfaction Loyalty Customer Service 132

Zeisler Consulting

JANUARY 14, 2025

One Big Question I hear a lot these days is about AI and automation. How will AI impact CX? How the heck should I know? Its clear Im the one writing all these articles, isnt it? I wonder if well reach the singularity and the world will implode if someone uses AI to write an article about AI and the impact it has. Surely itll be a glowing review. But discussions about AI are becoming boring to me frankly, simply due to their ubiquity: How will AI affect education?

Contact Center 93

Contact Center Fashion Call Center Customer Care 93

Blueshift

JANUARY 14, 2025

Customer journeys in personal finance are becoming increasingly complex. Consider a consumer looking for refinancing options for a student loan. Their journey begins with an online search that leads them to a personal finance brand’s website. They browse loan options but don’t take action. Later, they receive a personalized email showcasing refinancing offers based on their browsing history.

Customer Journey 105

Customer Journey Multi-Channel Marketing Touchpoint 105

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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

Joe Rawlinson

JANUARY 24, 2025

In todays fast-paced business landscape, entrepreneurs must make decisions quickly and accurately to stay ahead of their competition. However, many entrepreneurs rely on intuition rather than leveraging dataa costly mistake in a data-rich era. Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability.

E Commerce 78

E Commerce Financial Return on Investment E-support 78

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. You can find it here: Introduction B2B loyalty conjointly with adoption are the cornerstone of sustainable growth in an increasingly competitive global market. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 335

B2B Loyalty Workshop Loyalty Programs 335

InMoment XI

FEBRUARY 3, 2025

Conversational intelligence (CI) is making a big difference for countless growing and large businesses, helping them understand customer interactions at scale with a level of precision that seemed impossible just a few years ago. Most people think of contact centers, such as customer support call centers and help desks, as the main use case for conversation intelligence software.

Social Media 195

Social Media Events Call Center Multi-Channel 195

ShepHyken

FEBRUARY 10, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can AI simplify the process of delivering a seamless customer experience? How can AI enhance customer service while balancing technology and human interaction? What is the impact of AI on customer service jobs? How can customer support roles evolve with AI?

2024 89

2024 Document Interaction Customer Service 89

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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

Experience Investigators by 360Connext

FEBRUARY 4, 2025

What if your commoditized product could command premium pricing and cultivate a loyal customer community? That’s exactly what we explore in this episode, as we unlock the secrets of customer experience (CX) as a transformative strategy, even for products as seemingly interchangeable as sugar and coffee beans. We highlight the pivotal role of CX in brand differentiation and perceived value enhancement.

Customer Experience 143

Customer Experience Customers Loyalty Brands 143

TechSee

JANUARY 27, 2025

Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.

Interaction 124

Interaction Average Handle Time Multi-Channel Customer Satisfaction 124

CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. But they often are thought of as the same. CS focuses on helping customers solve problems or answer questions, while CX encompasses every interaction a customer has with your companywhether its browsing your website, using your product, or contacting support.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

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

Optimove

FEBRUARY 6, 2025

See the difference control groups make in this guide Download Now Optimove Insights’ analysis of over 1.28 billion NFL bets from more than 9 million bettors during the 20242025 season shows that 3% of players generate 82% of the revenue for sportsbooks for big events like the Super Bowl. Conversely, 60% of bettors contribute only 1% of revenue, while the remaining 37% account for 17% of revenue.

Sports 75

Sports Download Events Demo 75

Zeisler Consulting

JANUARY 28, 2025

I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation Id had with a colleague. Briefly, I noticed that , absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not need costly humans to handle), the new technology would actually decrease CX in the long run because brands would be less driven to address the root causes of issues.

Contact Center 93

Contact Center Brands Customer Experience Customer Focused 93

Blueshift

JANUARY 10, 2025

Artificial Intelligence (AI) has officially transitioned from a buzzword to a transformative force in the world of marketing. If youve been keeping an eye on the latest trends, youll know that marketers are starting to move beyond the experimentation phase to real-world applications with tangible benefits. Lets dive into how AI is revolutionizing Customer Data Platforms (CDPs) and customer data repositories, in general, and what this means for marketing teams striving to deliver personalized, ef

Interaction 108

Interaction Marketing Customers Financial 108

Joe Rawlinson

JANUARY 24, 2025

A key aspect of business is managing how companies talk to their customers. Businesses everywhere now understand that keeping their customer interactions consistent, personalized, and in line with regulations is essential for doing well. To put it simply, a customer communication management (CCM) system covers all the strategies, procedures, and technologies used to create a connection between a company or business and the people who buy from them.

Communication 78

Communication Management Social Media Customer Satisfaction 78

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

eglobalis

FEBRUARY 3, 2025

Introduction In todays digital age, the relationship between technology and customer experience (CX) has become almost inseparable. As artificial intelligence (AI) continues to evolve , it is fundamentally reshaping how businesses interact with their customers, offering personalized, efficient, and predictive solutions. For B2B enterprises, the integration of AI into customer experience strategies has become a cornerstone for staying competitive.

B2B 304

B2B Customer Experience 2014 Customer Satisfaction 304

InMoment XI

JANUARY 27, 2025

In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

Call Center 195

Call Center Contact Center Social Media Apparel 195

ShepHyken

FEBRUARY 4, 2025

I love talking to other CX experts, especially when they are in the trenches, working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only does Granicus create a good CX for its customers, but it also helps its customers create a great experience for their customers.

Feedback 91

Feedback Government Hotels Workshop 91

Experience Investigators by 360Connext

JANUARY 28, 2025

What if your training methods could bridge cultural divides and turn challenges into opportunities for growth? Join me, Jeannie Walters, as we unravel the complexities of creating an inclusive and accessible customer experience that caters to the diverse needs of your team. This episode contains insights into overcoming literacy and tech barriers with empathy, transforming potential roadblocks into pathways for success.

Communication 143

Communication Culture Insights Customer Experience 143

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

Contact Center