Cyara
FEBRUARY 29, 2024
In the realm of customer service, ensuring absolute truthfulness can be a daunting task, even for human agents. We’re all subject to our moods and biases, which can sometimes lead to unavoidable mistruths. However, when it comes to technology, our expectations soar. We hold bots to a high standard, assuming they operate on a binary system of correctness.
Thematic
FEBRUARY 29, 2024
Back in 1996, Doug Lebda struggled to manually compare mortgage offers while searching for a home in Pittsburg. It was a classic problem of battling to make a decision because it was difficult to access and compare information. He decided to create an online marketplace for loans to solve the problem. He formed Lendingtree. Over the last thirty years, Lendingtree has expanded from a marketplace for home lending to consumer lending and insurance too.
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eGain Blogs
FEBRUARY 29, 2024
Knowledge management was red hot last year as companies realized its importance in the new remote and hybrid work era. With Gen AI helping automate many tasks in the knowledge lifecycle management, KM has become white hot in 2024! And customer service is one of the sweet spots for Gen AI and KM innovation. As you look for modern AI-powered KM solutions to help you ride this wave and boost your career, why risk it with unproven startups or mega-vendors who will trap you into vendor lock-in and mu
Beyond Philosophy
FEBRUARY 29, 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: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.
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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.
Horizon CX
FEBRUARY 29, 2024
The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySensum
FEBRUARY 29, 2024
Happy employees, happy business. It’s not just a saying, it’s a strategic imperative. Employee satisfaction doesn’t just boost morale, it drives tangible benefits for your organization. Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience.
CSM Magazine
FEBRUARY 29, 2024
In the growing market of mobile app development, providing top-notch customer service can be the deciding factor that makes your app stand out. Exceptional customer service is not just about addressing issues; it’s about creating a positive, enduring relationship with your users, ultimately helping to retain and attract a loyal customer base. For mobile app developers, the challenge is to integrate customer service in ways that resonate with tech-savvy users.
Gainsight
FEBRUARY 29, 2024
When it comes to building long-term scalability and efficiency for their businesses, more and more SaaS companies are turning to channel and ecosystem partners as a critical strategy within their go-to-market programs. Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners.
Clarivate
FEBRUARY 29, 2024
Around the world, college students are struggling post-pandemic. In the U.S. the national average score on the ACT college placement exam declined to its lowest point in 30 years. In the U.K., researchers are warning that higher ed students are facing increased pressures that significantly reduce their resilience. In the classroom, faculty are reporting high levels of absenteeism and low levels of engagement.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
2020 Research
FEBRUARY 29, 2024
Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management. Data security and management, as well as the volume and variety of data, are key challenges for market research agencies, and steps should be taken to protect sensitive data and improve data integrit
BirdEye
FEBRUARY 29, 2024
Real estate agents are more than gatekeepers of property transactions; they are the navigators of life’s most pivotal moments. Beyond just closing deals, they are critical in steering clients through significant life changes, a responsibility that demands trust and credibility. This crucial aspect of their role has been highlighted by recent findings from Birdeye’s “ State of Online Reviews 2024 ” study, which casts light on the growing influence of online reviews in establishing tha
Braze
FEBRUARY 29, 2024
In the fast-paced world of digital customer engagement, it’s not enough to have the right data if you want to stay ahead of the curve. You also need cutting-edge tools capable of providing your brand with actionable insights from your data. Enter Braze Instant Insights.
Michel Falcon Experience
FEBRUARY 29, 2024
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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InMoment XI
FEBRUARY 29, 2024
Did you know that 46% of all internet searches have local intent? In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more.
Brandwatch CX
FEBRUARY 29, 2024
Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.
Zonka Feedback
FEBRUARY 29, 2024
The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.
Brandwatch CX
FEBRUARY 29, 2024
Taylor Swift's marketing tactics have lead her to becoming the biggest singer on the planet right now. Here's what brands can learn from her methods.
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.
West Monroe
FEBRUARY 29, 2024
In recent weeks, two significant cyberattacks have rocked the healthcare sector, underscoring the ever-present and evolving threat landscape facing healthcare providers. Providers often lag in cyber and operational resiliency due to underfunded and under-resourced cybersecurity programs, making them easy prey for cybercriminals. Lurie Children’s Hospital: Lurie’s was forced to take its systems offline due to a ransomware attack by the Rhysida group, affecting its operations and patie
SurveySparrow
FEBRUARY 29, 2024
Risk Assessment Questionnaires are structured tools that help organizations identify and manage risks. But what exactly are they, and how can you create one yourself? Let’s find out. What are Risk Assessment Questionnaires? Risk Assessment Questionnaires, or Third-Party Risk Assessment Questionnaires, are standardized questions designed to gather information about potential risks associated with a specific entity, such as a vendor, partner, or even a new employee.
Playvox
FEBRUARY 29, 2024
Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in leadership with questions such as, “How are we prepared for Artificial Intelligence (AI)?
Forrester's Customer Insights
FEBRUARY 29, 2024
Read this Forrester blog for data insights on what digital payment methods consumers are using instead of credit cards and cash.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Kustomer
FEBRUARY 29, 2024
Gorgias is one of the leading help desk software options available on the market. Primarily tailored for e-commerce businesses, this tool efficiently manages tickets, centralizes customer communication via a shared inbox, and automates numerous routine tasks. One of Gorgias’s greatest assets is its robust integration with the e-commerce platform Shopify.
CSM Magazine
FEBRUARY 29, 2024
Recently, a colleague of mine at Sabio pointed me in the direction of an interesting article that was published in the Daily Telegraph entitled ‘Why Aren’t We Being Served?’. The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses.
ChurnZero
FEBRUARY 29, 2024
The working relationship between customer success and support teams can make, break, or even supercharge your customer experience, as Jaclyn Mullen of TheLoops showed attendees of ChurnZero’s most recent webinar. Build the right kind of relationship and processes between CS and support, and you’ll enable a seamless, frictionless experience.
Circular Edge
FEBRUARY 29, 2024
Circular Edge Announces Oracle Sales Cloud Add-Ons and Oracle CX Cloud Integration Accelerators for Oracle’s JD Edwards Customers Circular Edge, a Gold level and Cloud Standard member of Oracle PartnerNetwork (OPN), today announced the availability of several new Oracle Sales Cloud add-ons and Oracle Customer Experience (CX) Cloud Integration Accelerators, which will be showcased at Oracle Modern Customer Experience 2018, Oracle’s annual conference dedicated to helping customer experience (CX) p
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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