InMoment XI

MARCH 7, 2023

In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA). In the latest episode of the XI Café Podcast, we interviewed Marina Strbac, who leads the Membership Experience Team at the New Zealand Automobile Association (NZAA).

Engagement 260

Engagement Customer Journey Mapping Customer Centricity Metrics 260

Lumoa

APRIL 28, 2024

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. That’s where customer experience platforms come in. In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs?

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers.

Culture 124

Culture Virtual Agent Innovation Technology 124

Interactions

MAY 6, 2024

Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new set of challenges. Leaders, in such situations, as they’ve done in the past, ask: What’s in it for me?

Interaction 62

Interaction Customer Service Omnichannel Innovation 62

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? How can a customer experience management platform improve productivity? Automates repetitive CX operations .

Customer Experience Management 141

Customer Experience Management Management Contact Center Customer Experience 141

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. But the question arises – how to do it? Let’s start by understanding what exactly is a Customer Experience Management Software. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

Experience Investigators by 360Connext

AUGUST 1, 2023

Organizations can automate processes, improve response times, and enhance overall customer satisfaction by leveraging AI. This isn’t just a CX issue. This is a game changer in every industry, and CX leaders will be asked to participate whether they’re ready or not!

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. Ask the following questions for a more robust hiring process: Have we set clear minimum criteria for hiring and training to ensure we onboard the ideal team members? See Figure 2.

Call Center 98

Call Center Contact Center Culture Engagement 98

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. I see CX as a Service. Find out more about how we can help you. NPS, CSAT, online ratings.

B2B 83

B2B Customer Experience Customer Centricity Consulting 83

Thematic

APRIL 3, 2024

What’s happening? You’re not face-to-face with these customers, so you need a way to understand what’s happening. Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. Analyze results with a "so what?" " mentality.

Social Media 62

Social Media Feedback NPS Insights 62

Playvox

FEBRUARY 27, 2024

In a buyer’s market, what is the future of workforce engagement? How do you keep your best employees engaged, motivated, and empowered? What is Workforce Engagement? Do you have the right strategies, processes, and tools in place to make your agents high performing and motivated to create an engaged workforce?

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

OCTOBER 20, 2023

How do you “read the customer” in texts and chats? In addition, the myriad of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to distill and act on feedback from your customers. What is Customer Sentiment Analysis? A negative sentiment score indicates the opposite.

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. In This Article: What is Customer Experience? CX is the customers’ experience of the product or service itself. CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

2024 52

2024 2023 Roadmap Banking 52

Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. There is a large topic that I feel we don’t address enough in CX circles, though, and I wanted to dedicate a quick blog to it. What’s the topic?

E Commerce 250

E Commerce Competitive Advantage Retail Consulting 250

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. But regardless of the size of your business, it is always good to reduce the costs when it is possible to do so. Outsourcing NPS programs ensures that your customers’ concerns are addressed quickly and efficiently.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

2024 97

2024 E Commerce E-support Social Media 97

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. Q: What made you adopt Conversational AI within your organizations? Time flies!

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2015 Interaction Contact Center Call Center 48

Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. They can automate routine and mundane tasks. The Most Valuable Traits of Successful CX Teams.

Customer Service 98

Customer Service Omnichannel Customers Events 98

Kustomer

JUNE 7, 2023

In this blog, we outline how to meet these customer expectations by creating a CX playbook, and we detail why having one is crucial in the world of financial services. CS versus CX Before building a CX playbook, it’s important to define the difference between customer service (CS) and customer experience (CX).

Financial 98

Financial Banking Social Media Customer Satisfaction 98

ShepHyken

NOVEMBER 15, 2022

How Companies Can Provide Outstanding CX From Sign-Up to Cancellation . Shep Hyken interviews Tony Sternberg, CEO and co-founder at ProsperStack , a platform that helps companies reduce customer churn and increase their lifetime value. No matter what, end strong and positive. Creating a Good Customer Offboarding Experience .

Customer Service 62

Customer Service Technology Customer Experience Information 62

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? Do you find it complex, or is it too simple for your liking? The team and I spent a whole day finding the best alternatives to this customer feedback platform. Oh, hey, we might start with an overview of the tool.

2024 52

2024 Multi-Channel E Commerce Tourism 52

Lumoa

JANUARY 24, 2024

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!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Kustomer

DECEMBER 29, 2020

I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020.

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2020 E Commerce 2021 Consumers 105

Lumoa

JUNE 14, 2023

But what happens when your NPS score isn’t quite as rocketing as you’d like? In this blog post, we’ll answer all these questions and more. In this blog post, we’ll answer all these questions and more. So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Kustomer

NOVEMBER 30, 2021

This November we held our annual conference Kustomer NOW 2021. During the event we were excited to announce the winners of our first ever Kusty Awards. We decided to launch our inaugural Kusty Awards to spotlight and celebrate a few of those pioneering brands that are paving the way in the CX world. Thanks for all you do!

Competitive Advantage 98

Competitive Advantage Leadership Hotels Retail 98

CSM Magazine

OCTOBER 13, 2021

It’s become a cliché to point out how impossible it is to predict what the coming months will bring, but few will dare to suggest the coming months will be straightforward in the face of potential supply chain disruptions. Our perception of what normal is has changed, and there’s no going back. This winter promises to be like no other.

Customer Service 98

Customer Service Retail Return on Investment Healthcare 98

delighted

DECEMBER 3, 2021

Whether it’s 5-minute summaries of novels, the latest to-do app, or a time tracker that’s focused on eliminating procrastination. All of these solutions are focused on the same fundamental problem – how do we reclaim time back in our busy days? Enter survey automation. Processes that can be automated, should be.

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Document Events Connections Customers 97

Kustomer

JULY 28, 2022

The customer experience (CX) is now the business of the brand: ensuring proactive, authentic interactions from a customer’s initial discovery all the way through to the development of loyal, vocal advocates of the brand. What Is Customer Experience? A focus on CX means a focus on building customer loyalty and reducing attrition rates.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

SurveySparrow

JULY 27, 2023

In this blog, we will deal with the secrets of the online customer experience, why it is important, and the benefits of digital transformation. The Evolution of Customer Experience Before we dive into the digital realm, let’s understand the evolution of customer experience. What is the Digitization of Customer Experience?

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

Thematic

JUNE 28, 2023

If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. To get started, I used an LLM - in this case, OpenAI’s GPT-4, to outline ways in which LLMs will affect CX.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Kustomer

OCTOBER 7, 2021

Ruth teaches us about how automation and AI are greatly effective tools for business and how they drive customer satisfaction. Robots, Friends, or Foes to CX? The world of automation and AI is constantly improving and CX leaders should be looking to integrate bots into their processes.

Banking 98

Banking Contact Center E Commerce Airlines 98

SurveySensum

OCTOBER 12, 2023

InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. How Did We Evaluate InMoment Alternatives? Why Look For InMoment Alternative?

2023 52

2023 NPS Feedback Metrics 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. We’ll walk you through the key steps to building a successful customer experience department in this guide. What does the company want to achieve?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Kustomer

AUGUST 5, 2021

The modern customer demands that companies are accessible on their preferred platforms, including Facebook, Instagram, Twitter, etc. Being the ol’ reliable of CX, phone and email are the foundation for social media takeover. A combination of advanced tech and human interaction gives the customer the best possible experience.

Customer Experience 105

Customer Experience 2021 Contact Center 2020 105

Kustomer

JULY 18, 2022

The demand for automation and self-service options in customer service is significant. Eighty-one percent of consumers under the age of 35 have used chatbots and we anticipate that number to continue rising. Trigger actions are another step forward in chatbot automation.

Connections 98

Connections Multi-Channel Social Media Measurement 98