Experience Investigators by 360Connext
APRIL 30, 2024
As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let’s embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home.
Lumoa
APRIL 28, 2024
Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.
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ShepHyken
APRIL 28, 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. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.
Heart of the Customer
APRIL 29, 2024
Building Your Customer Experience Dream Team Starting Out As the leader of a customer experience team, you want your team to be the best it can be. But what makes some teams rise above the rest? What can you do to truly unlock your business’s potential? And most importantly: how can you prove your success? […] The post From Vision to Execution: Building Your Customer Experience Dream Team appeared first on Heart of the Customer.
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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.
CX University
APRIL 29, 2024
Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. This is where emotional intelligence (EQ) emerges as a critical skill for CX professionals. Emotional intelligence, defined as the ability to recognize, understand, and manage one’s own emotions as well as the emotions of others, is the backbone of successful customer experiences.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
APRIL 29, 2024
We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.
Kapta Customer Success
APRIL 29, 2024
Account managers can easily identify cross-sell and upsell opportunities with a white space analysis to increase customer retention and growth. Here’s how.
2020 Research
APRIL 29, 2024
The impact of the pandemic has been profound, giving rise to a group we refer to as Generation C(ovid). This unique cohort has been shaped by a tumultuous blend of global crises, rapid technological advancements, and significant societal shifts that unfolded during the pandemic. Their everyday lives have been undeniably altered, influencing how they make decisions, interact with others, and navigate the world around them.
SurveySparrow
APRIL 30, 2024
Online reviews are like a digital mirror for your business – they reflect perceptions of your brand through the eyes of your customers. Like the magic mirror in ‘Snow White’, they also have immense power, because they are the factor that will help a customer decide whether to choose you or your competitor. That’s why monitoring online reviews is crucial for any business.
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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
CSM Magazine
APRIL 30, 2024
Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model.
West Monroe
APRIL 28, 2024
The transition toward cleaner, more sustainable energy systems in the Eastern U.S—like elsewhere across the world—is complex and multi-faceted. From a policy, regulatory, and technology standpoint, utilities are also faced with the challenge of navigating a complex landscape of having to modernize the electric grid while simultaneously decarbonizing our economies.
The DiJulius Group
APRIL 29, 2024
Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature. Read Full Article The post Customer Journey Map appeared first on The DiJulius Group.
Forrester's Customer Insights
APRIL 29, 2024
Generative AI has topped the list of customer inquiries and conversations I have been having this year. No surprises there. Interestingly, at least half of them have been about AI in customer service and chatbots, virtual assistants and knowledge bots for customers, which seem top of mind for most customer service leaders.
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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CSM Magazine
APRIL 29, 2024
Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.
West Monroe
APRIL 28, 2024
There has been a steady decline in net dollar retention rates for subscription software providers over the last couple of years. Industrywide, the median net retention rate declined to 111% in Q4 2023. While much of this has been driven by macroeconomic factors—such as seat compression due to market conditions, and historical over-purchasing fueled by recent rapid growth that has since tapered off—the reality is that an organization’s own operations are often partly to blame.
Alida
APRIL 29, 2024
Generative UX research is like being a detective. You're digging deep to understand why your users do what they do. You're looking for those "aha" moments that reveal what your customers really need. It's all about exploring and generating new ideas, not just testing what's already there. Let's dive into what generative UX research is, its value, and how you can leverage it to achieve your goals.
Forrester's Customer Insights
APRIL 29, 2024
Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.
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
CSM Magazine
APRIL 30, 2024
As technology speeds ahead without looking back, it’s overhauling life as we know it—from everyday habits to job workflows down to basic human connections. One of the industries having the most profound impact is the healthcare sector. Digital innovation here is about fundamentally redefining the patient experience and engagement. Here, we’ll examine how digital transformation in healthcare changes patient engagement and improves health outcomes.
Zeisler Consulting
APRIL 30, 2024
I recently had to return a pair of shoes I’d purchased online. I realized immediately when I tried them on just after they were delivered that the size was wrong. Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the exact same box (that we wisely chose not to let the dog get hold of) in which came the original order and all I had to do was swing past any FedEx office to get it back on its way.
Thematic
APRIL 29, 2024
Around 2014, I was an AI consultant when several companies asked if I could help them use AI to save time analyzing open-ended survey responses. Since survey responses are traditionally coded by market researchers, I spoke to several of them about how AI can help. They all raised the same concern: I don’t want a black box! Fast forward 10 years, and the AI that most companies use today, is basically a black box.
Forrester's Customer Insights
APRIL 30, 2024
This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.
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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,
CSM Magazine
APRIL 30, 2024
Digital tools are rapidly transforming how patients engage with their care and how providers deliver medical services. These tools are re-chiseling the very structure of the patient experience. They deliver enhanced communication, empower patients with information, and improve access and efficiency. The integration of digital technologies within the healthcare sector is moving the patient from a passive recipient of healthcare to an actively engaged, informed partner in their well-being.
IntouchInsight
APRIL 30, 2024
At Intouch Insight, we're dedicated to improving our software so our users can keep delivering top-notch customer experiences. This month, we're thrilled to unveil new features within the Intouch Insight Platform.
Horizon CX
APRIL 30, 2024
Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level.
Nasuni
APRIL 29, 2024
Lance Shaw shares details about Nasuni’s leading hybrid cloud data platform earning a DCIG Top 5 spot in two different categories.
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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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