InMoment XI

OCTOBER 24, 2023

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

Zonka Feedback

OCTOBER 25, 2023

What do your customers really think of you? This has been a question that many businesses have been struggling with. In search of answers, organizations have tried many methods ranging from conducting surveys to monitoring online reviews. Whilst these are useful, there has never been a sure-fire way of knowing what customers truly think. That is, until now.

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Feedback Social Media Demo Customer Journey 59

CSM Magazine

OCTOBER 25, 2023

If you want to understand how to protect your customers’ data and the most common threats in 2023, read on. We’ll dive into five different ways in which cybercriminals can steal your customers’ sensitive information, and then we’ll explore how to avoid these types of attacks. 1. Phishing attacks Phishing is, undoubtedly, the most common kind of hacking technique.

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2023 Financial 2022 2021 52

SurveySensum

OCTOBER 23, 2023

GetFeedback is a customer feedback platform that empowers businesses to capture real-time data from customers at different touch points of the customer journey. The tool provides several exciting features, like survey customization, a gamified user interface, feedback segmentation, custom reports, and many more. Like any other great tool, GetFeedback also has some limitations.

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2023 NPS Multi-Channel Feedback 52

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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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BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care.

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Customer Care Contact Center Culture Measurement 177

Bill Quiseng

OCTOBER 25, 2023

QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.

Customer Service 174

Customer Service Customers Customer Expectations Customer Experience 174

ShepHyken

OCTOBER 24, 2023

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.

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Workshop Customer Service Training Customer Service Article 140

Alida

OCTOBER 24, 2023

Customer experience teams and market researchers told us that they’re often overwhelmed with data. They said they’re struggling with disconnected surveys, interviews, and customer listening tools that collect information but don’t bring it together in an effective way. As a result, they need to spend their valuable time combing through responses, interpreting meaning, and looking for patterns.

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Insights Information Customer Experience Marketing 130

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client.

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Net Promoter Score NPS Feedback Customer Satisfaction 148

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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

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Zeisler Consulting

OCTOBER 24, 2023

We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience. I also had a few other questions about other devices and things I was sort of shopping for at the store anyway, so depending on how efficient they were (fix our device

Information 93

Information Customer Centricity Retail Engagement 93

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

The DiJulius Group

OCTOBER 24, 2023

The FORD Monthly Allowance Benson Kearley IFG (BKIFG), headquartered in Toronto, Canada, is not your typical insurance agency, because Stephen Kearley is not your typical company president. BKIFG is obsessed with providing a world-class experience to both customers and employees, and it is paying huge dividends with exponential growth. BKIFG created an amazing incentive to.

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Connections Insurance Article Customers 91

ShepHyken

OCTOBER 23, 2023

Top Takeaways: Transformational experiences involve understanding what truly motivates and inspires customers. This goes beyond mere metrics and focuses on the holistic changes people experience. Meaningful motivation is key to creating a valuable relationship between a company and its customers. It involves understanding customers’ needs and building experiences that cater to those needs, leading to a more lasting and meaningful connection.

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Metrics Banking Connections Brands 80

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

BirdEye

OCTOBER 26, 2023

Today, reviews have become more than just words on a screen. They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. Online reviews are a goldmine of insights. Positive reviews create a sense of social proof, making it more likely for others to buy, while negative reviews repel. A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity.

Brands 113

Brands Multi-Channel Consulting Demo 113

Doing CX Right

OCTOBER 21, 2023

Why does podcasting matter? Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.

Brands 116

Brands Customer Engagement Engagement Customers 116

SAP Customer Experience

OCTOBER 25, 2023

The Way to the Perfect Set of Use Cases As a CX architect, I am regularly confronted with which use-cases are suitable for improving the customer experience. This question comes not only from sales staff, but often directly from the customers themselves. Companies know their business best, therefore the use-cases.

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Sales Customer Experience Customers Customer Engagement 78

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries. We begin by laying the groundwork with a comprehensive review of AI terminologies.

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Technology Customer Experience Consulting Insurance 78

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

Optimove

OCTOBER 26, 2023

Why it matters: Without the harmonious operation of a Customer Data Platform (CDP) and a Multichannel Marketing Hub (MMH), B2C marketers looking to employ Customer-Led Marketing strategies risk alienating customers with mistimed, irrelevant, and impersonal messages. This post provides valuable insights into what marketers should demand from their CDP and MMH to ensure an optimal customer experience.

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Customer Experience B2C Social Media Touchpoint 69

BirdEye

OCTOBER 25, 2023

Visibility is the cornerstone of business growth and success. The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. Online listings play a crucial role in every business’s digital strategy. However, there is so much a business needs to know, monitor, and leverage to make the most of listings.

Marketing 104

Marketing Information Webinar Consumers 104

SAP Customer Experience

OCTOBER 27, 2023

A Deeper Analysis of the Benefits of a Customer Data Platform By Peter Gergen, Solution Architect CX A Customer Data Platform (CDP) offers companies a wide range of benefits when it comes to using and managing their customer information. It enables extensive insights into customer behavior, personalized customer journeys, improved.

Customer Journey 74

Customer Journey Insights Information Management 74

Beyond Philosophy

OCTOBER 26, 2023

A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!

Brand Values 89

Brand Values Brands Social Media Sports 89

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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

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. But have you considered the far-reaching benefits of honing versatile skills for this crucial role? Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers. Improved Customer Satisfaction Enhancing versatile skills in customer service leads to improved satisfaction as it allows representatives to effectively handle a variety of customer issues.

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Customer Service Loyalty Call Center Innovation 64

Helpware

OCTOBER 24, 2023

B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. Interestingly, despite its importance, 46% of business leaders have revealed that their organizations do not have a strategic service plan that spans three years.

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B2B Customer Service Customer Care Customers 95

SAP Customer Experience

OCTOBER 27, 2023

Advantages and demands of customer data optimization By Peter Gergen, Solution Architect CX As a company, you have a wide range of interactions with your customers: through your website, newsletter, or personal meetings at trade shows. Your customers buy products, place orders, make complaints, open support tickets, express criticism, pay.

Information 71

Information Customers Interaction Customer Engagement 71

SaleMove

OCTOBER 27, 2023

The key is in leveraging GenAI to enhance—not replace—service reps. View areas where AI can make financial institutions more efficient. The post No, Generative AI is Not the Latest Fright Night Monster appeared first on Glia Blog | Digital Customer Service Explained.

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Financial Blog Customer Service Customers 95

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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.

Customer Engagement