Helpware
JANUARY 25, 2024
Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.
Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
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Keatext
JANUARY 22, 2024
Analyze responses from open-ended survey questions and build a survey analysis report that includes insights from qualitative data.
Ascribe
JANUARY 24, 2024
By Rick Kieser, Ascribe CEO Market Research has been around for about 100 years. Some might say we are set in our ways, but in reality the industry has been rapidly innovating in response to marketing changes, technology, and other challenges. We’ve come far from door-to-door interviewers and Mad Men-esque focus groups! And we are now experiencing one of the most fundamental shifts in our industry and specifically in text analysis in decades.
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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.
Doing CX Right
JANUARY 22, 2024
Are you facing gaps in your customer journey across channels? Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured podcast guest, Sean Albertson. The post The Analytics Edge – Transforming Customer Insights into Business Wins appeared first on Doing CX Right.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
JANUARY 25, 2024
Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.
Experience Investigators by 360Connext
JANUARY 23, 2024
Unlock the secrets to a customer experience that’s both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes.
BirdEye
JANUARY 25, 2024
Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.
InMoment XI
JANUARY 25, 2024
When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. That is where InMoment believes that evaluative Analyst reports like the Gartner® Magic Quadrant can come in. What is the Gartner Magic Quadrant? Gartner defines this report as: “A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s
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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
Beyond Philosophy
JANUARY 25, 2024
You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.
ShepHyken
JANUARY 23, 2024
Duplicate or triplicate (or more) effort is a waste of time! If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. I recently had to get an MRI for a medical issue and was asked to fill out some online forms before my appointment. (And in case you’re concerned, don’t worry. I’m okay!
Playvox
JANUARY 25, 2024
Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?
InMoment XI
JANUARY 23, 2024
The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. While the impact of Local Guides on brand reputation management strategy is largely dependent on the quality and quantity of the contributions from the Guides, businesses can respond to these contributions and leverage the program to enhance their onli
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.
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Zeisler Consulting
JANUARY 23, 2024
I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get a lot of inquiries from clients about the surveying process and techniques.
ShepHyken
JANUARY 22, 2024
Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.
BirdEye
JANUARY 25, 2024
In 2023, the digital landscape witnessed a revolution, and Google Business Profiles (GBPs) were at its heart. As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.
InMoment XI
JANUARY 20, 2024
Artificial Intelligence (AI) was no more than a vague, abstract concept for the vast majority of people until recently. Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retail is one industry that’s experiencing major disruption.
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
Joe Rawlinson
JANUARY 22, 2024
Building local brand awareness is just as important as creating a strong online identity. It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.
Customer Enthusiast
JANUARY 25, 2024
Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks.
ShepHyken
JANUARY 21, 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. The Three Top Trends That Will Shape Customer Service and Support in 2024 by Fager – Keller – Quaglietta – Ross (MyCustomer.com) Gartner’s Brad Fager, Eric Keller, John Quaglietta, and Kathy Ross discuss the topics and issues that will define the next 12
Team Support
JANUARY 22, 2024
Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.
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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,
Cyara
JANUARY 26, 2024
The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.
Very Best Service
JANUARY 26, 2024
Making Marketing and Customer Service Work Together Image by DALL·E 3 Imagine this: your marketing team crafts a beautiful campaign, promising the world to potential customers. But when those excited prospects turn into actual customers, they hit a brick wall at customer service. Confused, frustrated, and frankly, disappointed, they walk away with a sour taste in their mouths.
SurveySensum
JANUARY 26, 2024
So, my friend Claire is a fitness freak. Recently, she stumbled across a website offering a revolutionary fitness gadget. Intrigued, she navigated the website and product and finally placed the order. When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey.
CSM Magazine
JANUARY 26, 2024
In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. The concept is still going strong today. Introduced by Carlzon in his book, the term moments of truth refers to any instance when customers come into contact with any aspect of a business, however remote, and form an impression about its quality and service.
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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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