InMoment XI
SEPTEMBER 19, 2024
When you think of your most recent purchase, you don’t think of the experience in silos. You don’t remember how you felt during the awareness phase separate from the consideration phase. You recount your experience based on how you felt about the whole process, from start to finish. This is how we view the end-to-end customer experience. What is End-to-End Customer Experience?
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.
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ShepHyken
SEPTEMBER 17, 2024
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.
Beyond Philosophy
SEPTEMBER 19, 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 have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
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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.
BirdEye
SEPTEMBER 18, 2024
Did you know that businesses with verified Google Business Profiles (GBPs) receive an average of 66 Google reviews per location each month? This staggering statistic underscores the importance of optimizing your GBP to connect with potential customers and drive growth. While the dedicated GBP app is no longer available, you can still effectively manage your business profile using Google Maps and Google Search apps.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Gain skills to demonstrate the comprehensive value of customer experience management, linking it to financial gains while providing actionable strategies for sustained success.
ShepHyken
SEPTEMBER 15, 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. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.
Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
BirdEye
SEPTEMBER 13, 2024
Have you ever thought about how people might be searching for your products or services? Chances are, they’re not just typing keywords into a Google Maps search bar anymore. They’re talking to their phones, their smart speakers, and even their laptops. That’s right, voice search is on the rise, and it’s changing the way we interact with businesses.
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!
InMoment XI
SEPTEMBER 17, 2024
Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand.
Interactions
SEPTEMBER 19, 2024
In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.
ShepHyken
SEPTEMBER 17, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?
Thematic
SEPTEMBER 15, 2024
You’ve been searching for the best customer experience platform and came across Medallia. But, a few things are stopping it from being the best choice for your organization, so you’re looking for alternatives. While some Medallia competitors offer similar all-in-one solutions, there are other alternatives you can use to build the customer experience tech stack that helps your organization deliver an exceptional customer experience.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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BirdEye
SEPTEMBER 20, 2024
Keeping your business information up-to-date on Google Maps is crucial for attracting customers and maintaining your online presence. If you’ve recently moved your business or are rebranding and need to update your address, here’s a step-by-step guide on changing your business location on Google Maps. This guide will walk you through the process and cover related topics, such as changing your business address and updating other important details.
InMoment XI
SEPTEMBER 16, 2024
What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.
Doing CX Right
SEPTEMBER 17, 2024
Robots making burritos? Discover how Chipotle's AI revolution is reshaping the restaurant industry and customer experience impacts. The post What If Your Next Burrito Was Made By A Robot? appeared first on Doing CX Right.
C3Centricity
SEPTEMBER 17, 2024
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
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
SEPTEMBER 20, 2024
In today’s highly competitive business landscape, delivering an exceptional customer experience (CX) has become a key differentiator for companies. Customer experience agencies, or CX agencies, specialize in helping businesses design, implement, and optimize strategies that enhance every interaction a customer has with a brand. These agencies offer a range of services designed to improve customer satisfaction, loyalty, and overall business performance.
SurveySensum
SEPTEMBER 20, 2024
NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. To truly leverage this data and transform it into actionable insights, businesses need a more integrated approach. This is where comprehensive CRM solutions like HubSpot come into play.
Interactions
SEPTEMBER 16, 2024
Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.
Advantage Communications
SEPTEMBER 19, 2024
Understanding the Burst Imagine a scenario: your e-commerce store is gearing up for the holiday shopping season, or your travel agency is preparing for the summer rush. During these periods, your customer inquiries and demands skyrocket. This is where a burst in customer support requirements occurs. Instead of scrambling to hire and train a large in-house team for a temporary surge, businesses are increasingly turning to outsourced customer support burst services.
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
inQuba
SEPTEMBER 19, 2024
inQuba Releases Significant New Capabilities to Support your Journey Orchestration Management Navigating customer engagement in today’s digital landscape is becoming increasingly complex. The Information Regulator, Advocate Pansy Tlakula, announced earlier this year that a guidance note on direct marketing had been drafted to assist public and private entities in complying with POPIA when processing personal information for marketing purposes.
CSM Magazine
SEPTEMBER 20, 2024
Player retention is essential for game developers and publishers nowadays. Platforms like Eesti Online Kasiinod know this and work to attract and keep players. As the gaming business grows and diversifies, firms compete for gamers. It takes more than an addictive game to retain players. You need a connection that encourages loyalty, fulfillment, and continual involvement.
Optimove
SEPTEMBER 18, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This post highlights the shift from brands controlling the narrative to customers taking charge of their interactions. Adopt a customer-led marketing strategy to leverage data-driven insights, embrace personalization, and truly understand customer preferences – the essential keys for building trust and loyalty.
Interactions
SEPTEMBER 13, 2024
In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.
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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.
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