Blueshift

DECEMBER 19, 2023

The Holiday Season often brings to mind the joy of giving and receiving, but not every gift hits the mark. Have you ever unwrapped a present that left you scratching your head, wondering if the sender really knew you at all? It happens more often than we think. Just like receiving a moldy fruitcake, customers often find themselves on the receiving end of experiences that feel disconnected, impersonal, and downright baffling.

Customer Engagement 103

Customer Engagement Engagement Presentation Customer Journey 103

Gainsight

DECEMBER 20, 2023

Good data has never been more important to effectively interact with customers both in and outside your product. Knowing how deep (or shallow) customers’ product adoption may be is critical to driving them to achieve value, engaging at the right moment in the right channel, and improving overall customer and user experiences. And this data can only come from effectively capturing and acting on insights measured through product analytics.

Customer Centricity 52

Customer Centricity 2023 Roadmap Insights 52

Team Support

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

2024 108

2024 Omnichannel Social Media 2023 108

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

Advertisement

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

Beyond Philosophy

DECEMBER 21, 2023

I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2

2024 89

2024 Customer Centricity Customer Insights Workshop 89

Experience Investigators by 360Connext

DECEMBER 20, 2023

Let’s talk about goals! We’ve seen a lot of them this year. Big ones. Small ones. But mostly…pretty vague ones! Customer experience work is challenging when the goals are ill-defined and success is never really measured. That’s why we’re curious…how did your CX objectives go this year? What’s your biggest objective for next year? (We’re curious about other things, too, like how do YOU know you’re doing a good job?

2024 143

2024 Measurement Insights Customer Experience 143

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success softwa

2024 109

2024 Customer Centricity User Experience 2023 109

Beyond Philosophy

DECEMBER 22, 2023

This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences.

Workshop 89

Workshop Consulting Financial Information 89

TechSee

DECEMBER 21, 2023

The latest technologies, trends & insights about Customer Service & Support of Things, for contact center and field service professionals.

2023 124

2023 Contact Center Insights Technology 124

Advertisement

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

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Social Media 83

Social Media Feedback Banking Automotive 83

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.

Net Promoter Score 88

Net Promoter Score Customer Centricity Culture Employee Experience 88

SaleMove

DECEMBER 22, 2023

See 3 top trends for financial institutions in 2024 including delivering value with technology, generative AI, and the value of a unified interaction platform. The post Delivering Value and Efficiency Through Interactions appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 107

Interaction 2024 Financial Blog 107

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Contact Center 69

Contact Center Interaction Technology User Experience 69

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

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment. For brands, message relevancy and personalization are key to mitigating marketing fatigue.

2023 64

2023 Consumers Brands Marketing 64

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support.

Customer Centricity 86

Customer Centricity Workshop Customer Service Training Definition 86

Zonka Feedback

DECEMBER 18, 2023

In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction. To utilize the power of these frontline encounters and deliver a customer-centric experience, companies leverage a potent tool - frontline customer service surveys.

Customer Service 59

Customer Service Feedback Customer Experience Customer Centricity 59

Heart of the Customer

DECEMBER 21, 2023

Authors: Topher Mitchell & Jim Tincher This blog is authored by Topher Mitchell, the creator of Qualtrics’ Value Advisory function, and Jim Tincher, the CEO and founder of Heart of the Customer. The article was originally published by Qualtrics. Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, […] The post To be a change maker in CX, focus on business outcomes appeared first on Heart of the Customer.

Leadership 78

Leadership Blog Article Customer Experience 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

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Exciting or nerve-wracking—depends on which way you look at it.

2024 78

2024 Innovation Workshop Consulting 78

ShepHyken

DECEMBER 17, 2023

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. Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to

Article 59

Article Customer Service 2023 Customer Centricity 59

Integrity Solutions

DECEMBER 20, 2023

So often, we listen to respond. We’re waiting for the other person to finish talking so we can tell them what we know. Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches.

Sales 86

Sales Consulting E-support Leadership 86

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates. It forms the foundation of effective CRM strategies, guiding marketers to deliver precisely targeted, relevant messages to consumers at the right moment to drive desired actions.

E Commerce 59

E Commerce E-support Download Lifetime Customer 59

Advertisement

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

Doing CX Right

DECEMBER 18, 2023

Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.

Customer Service 59

Customer Service Leadership Customers Insights 59

Cyara

DECEMBER 19, 2023

Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.

Communication 76

Communication Customer Experience Customers 76

Kustomer

DECEMBER 22, 2023

At Kustomer, we are hyper-focused on delivering innovative solutions that solve problems for our customers. This month, we are incredibly excited to bring that innovation to life with Customer Assist featuring AI Responses – an enhanced chatbot powered by multiple engines, including OpenAI’s ChatGPT, poised to deliver up to a remarkable 45% increase in automation efficiency for businesses.

Customer Service 52

Customer Service Innovation Customer Satisfaction Customers 52

Inbenta

DECEMBER 21, 2023

Inbenta expands its customer experience platform beyond text, adding step-by-step tutorials to address changing consumer preferences DALLAS – August 15, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced its acquisition of Horizn, a provider of easy to embed interactive product demos, further expanding Inbenta’s customer experience platform.

Interaction 52

Interaction 2023 2011 Demo 52

Advertisement

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