InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Insights Feedback Loyalty 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

APRIL 23, 2024

I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.

Customer Experience 132

Customer Experience Customer Service Training Workshop Advertising 132

Experience Investigators by 360Connext

APRIL 23, 2024

“Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?” Discover the paramount importance of empathy in crafting a brand’s reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues.

Download 162

Download ROI Connections Innovation 162

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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.

Customers

eglobalis

APRIL 23, 2024

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges The post Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges appeared first on Eglobalis.

Customer Centricity 104

Customer Centricity Employee Experience B2B Loyalty 104

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

West Monroe

APRIL 23, 2024

Across the healthcare industry, leaders and analysts can’t seem to stop talking about a crisis with no immediate solution: a severe shortage of nurses. With an aging patient population whose demand for healthcare services is only projected to grow, how can the industry prevent this problem from spiraling out of control? Simply filling vacancies will not solve this problem; instead, healthcare leaders must rethink care team structure and fully understand the key drivers of nurse job satisfa

Healthcare 52

Healthcare Financial Innovation Hospitality 52

Optimove

APRIL 23, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: The 2024 Optimove Insights Report on Marketing Fatigue provides crucial insights for marketers. With rising unsubscribes due to message overload, balancing relevance and personalization is vital to avoid fatigue. Embracing these strategies fosters meaningful connections akin to skilled salespeople.

2024 75

2024 Marketing Insights Download 75

Team Support

APRIL 23, 2024

When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Amid this tumultuous sea of demands, the siren song of automation calls out – promising a haven of efficiency and tranquility. TeamSupport, with its cutting-edge automation features, emerges as the guiding light for software support teams navigating these treacherous waters.

Customer Satisfaction 40

Customer Satisfaction Innovation Customer Expectations Customer Relationships 40

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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

Retail

Amplifai Coaching Category

APRIL 23, 2024

Everything you need to know about call center productivity - from key productivity metrics to tools and strategies you can leverage to improve productivity. This essential Call Center Productivity Guide was put together by a team of researchers and customer service practitioners with over 25 years of contact center experience, so you know you're in good hands.

Call Center 52

Call Center Metrics Contact Center Customer Service 52

CSM Magazine

APRIL 23, 2024

When discussing communication and collaboration tools for businesses, we often encounter the terms “intranet platforms” and “enterprise social networks.” While these terms may appear similar initially, they have characteristics. This article aims to elucidate these disparities by exploring the features of each platform and how businesses can effectively utilize them based on their requirements.

Document 52

Document Social Media Innovation Communication 52

SurveySparrow

APRIL 23, 2024

Ever watched a movie or a TV show and marveled at how seamlessly everything flowed from one scene to the next? Each scene draws you deeper into the story until you’re completely immersed in the world created by the filmmaker. That’s the magic of a well-crafted storyboard at work. In this comprehensive guide, we will be diving deep into the art form that is a great video storyboard, from the benefits to how you can create one for your videos.

Roadmap 52

Roadmap Feedback Advertising Communication 52

Forrester's Customer Insights

APRIL 23, 2024

Don’t miss the CX Summit APAC 2024, which promises to be riveting as industry speakers and Forrester analysts share their insights on CX, digital, and marketing, and how AI is making an impact. Join us in Sydney, Australia, or as a digital experience on May 28 to hear from Forrester analysts and industry experts.

2024 33

2024 Insights Marketing Customer Engagement 33

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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,

Measurement

Helpware

APRIL 23, 2024

Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.

Management 72

Management Connections 72

Forrester's Customer Insights

APRIL 23, 2024

As organizations increasingly invest in genAI capabilities and consumer-facing use cases, they need to consider consumer trust. Learn how to foster trust in this CX Summit EMEA keynote preview.

Consumers 33

Consumers Insights Customer Experience Customers 33

Integrity Solutions

APRIL 23, 2024

High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The annual NFL Draft is always full of intrigue for many reasons. The real-time drama unfolds as teams select what they consider to be the best 256 college football prospects over a three-day period.

Culture 60

Culture Sales 2017 Leadership 60

Forrester's Customer Insights

APRIL 23, 2024

Cloud has driven enterprise IT transformation with speed and scale that was simply impossible with data centers alone. But operating models haven’t always kept up — and the mismatch means that old operating models impede the optimization of cloud IT.

Customers 60

Customers 60

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

Help Scout

APRIL 23, 2024

Learn what service desk software is, why your IT team should make the investment, and a few interesting options if you’re ready to take the next step.

Article 48

Article 48

Forrester's Customer Insights

APRIL 23, 2024

Operating models optimize organizations to drive value in dynamic B2B markets. Forrester's High-Performance Operating Model Framework helps align all aspects of the organization to deliver customer value and prioritize decision-making.

B2B 31

B2B Customers Marketing Sales 31

Magellan Solutions

APRIL 23, 2024

Would you agree that accurate data is any successful business’s lifeblood? For small and medium enterprises (SMEs) still striving for success, managing and maintaining growing data accurately is challenging with limited resources. A survey by Forrester found that nearly 60% of SMEs lack a dedicated data quality team , making it harder to maintain data accuracy.

Metrics 52

Metrics Measurement Poor Customer Service Reference 52