InMoment XI

DECEMBER 5, 2024

Credit unions are significantly reliant on the trust of their members for success. Their community-centric nature encourages prospects to value public opinion when making a decision. This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Focusing on credit union reputation management is crucial for building trust with existing and potential members.

Management 195

Management 2024 Financial Social Media 195

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 109

Customer Experience Virtual Agent Competitive Advantage Interaction 109

BlueOcean

DECEMBER 2, 2024

This blog post has consistently ranked as one of our most popular year after year. The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry.

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Exceptional Customer Service Customer Service Hospitality Contact Center 156

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

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Workshop Customer Service Training Feedback Customer Service 85

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Retently

NOVEMBER 29, 2024

First impressions in business? They’re exactly like a first date. Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Will it lead to something great, or will it fizzle out with a polite “thanks, but no thanks” ? Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business.

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Events Feedback Interaction E-support 78

CSM Magazine

DECEMBER 5, 2024

The implementation of the cloud-based NICECXone system at Great Southern Bank, Australia has enabled contact center agents to effectively resolve customer inquiries, leading to higher customer satisfaction and streamlined operations. Optus, in collaboration with NICE, is rolling out a contact center of the future experience across more bank locations after successful implementation in two national hubs.

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Banking Customer Experience Contact Center Financial 52

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth.

Banking 52

Banking NPS Financial Net Promoter Score 52

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?

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Customer Experience Return on Investment Books Consumers 79

The DiJulius Group

DECEMBER 5, 2024

Creating Your Customer Experience Action Statement Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization’s customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try to achieve every time they.

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Customer Experience Consulting Article Customers 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

InMoment XI

DECEMBER 2, 2024

Your social media channels aren’t just for scrolling through your feeds. With 74% of consumers relying on social media to guide their purchasing decisions, these platforms host valuable customer experience data. Social media intelligence is a powerful tool for leveraging this data to make informed business decisions. What is Social Media Intelligence?

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Social Media Engagement Multi-Channel 2024 195

CSM Magazine

DECEMBER 5, 2024

Customer experience (CX) has become a defining factor in how businesses attract and retain customers. But who should your CX team report to? Companies that prioritize CX are more likely to see higher customer satisfaction, loyalty, and long-term success. However, one major challenge for businesses lies in structuring their CX teams, particularly figuring out who the CX team should report to.

E Commerce 52

E Commerce E-support Leadership Touchpoint 52

Optimove

DECEMBER 4, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With over 70% of e-commerce shopping carts abandoned before completing a purchase, retailers are losing significant revenue. These abandoned carts indicate customer interest in products—interest that can be converted into sales with the right strategies.

E Commerce 52

E Commerce Download Retail E-support 52

ShepHyken

DECEMBER 1, 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. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

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2024 Article 2025 Customer Service 76

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

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Innovation Customer Service Social Media Customer Service Representative 52

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

Customer Journey Mapping 59

Customer Journey Mapping Customer Journey Touchpoint Social Media 59

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values. What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

BirdEye

DECEMBER 4, 2024

Imagine a customer in the UK searching for a local business. Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. What the customer sees on these channels heavily influences his or her final purchasing decision. That is why reputation management is essential for every business in the UK.

Management 52

Management Multi-Channel Social Media Demo 52

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

Kapta Customer Success

DECEMBER 5, 2024

Effective strategies for customer renewals, emphasizing value delivery, early engagement, and structured processes to ensure long-term customer satisfaction and retention.

Customer Satisfaction 59

Customer Satisfaction Engagement Customers Customer Engagement 59

Zonka Feedback

DECEMBER 5, 2024

Explore all about Customer Feedback Management System including its importance, types, best tools, and effective management tips to elevate your customer experience.

Feedback 52

Feedback Management Customers Customer Experience 52

Optimove

DECEMBER 3, 2024

Elevate Web Marketing with Real-time Web Push Download Now Why it Matters: In-play sports betting is transforming the industry, offering huge revenue potential. To succeed, operators must leverage real-time engagement, personalized messaging, and scalable strategies. Key takeaways: In-play betting market projected to hit $70.73 billion by 2029 Real-time engagement drives increased interaction and revenue Personalization ensures relevant, tailored experiences for bettors Consistent messaging acro

Sports 52

Sports 2029 2030 Download 52

CSM Magazine

DECEMBER 4, 2024

The eSports and gaming industries are rapidly expanding, with millions of players engaging daily across platforms. For many gamers, skins have become a core aspect of showcasing individuality, representing status, and enhancing the gaming experience. However, ensuring an exceptional customer service experience for those purchasing or trading gaming skins can be a significant challenge for providers.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Loyalty 52

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

Northridge Group

DECEMBER 4, 2024

We’ve spent the last year helping our clients achieve success. For both NRG and RISE – we have partnered with companies to uncover opportunities for growth in their people, their processes, and technologies. Below, we have joined forces to offer six trends that we believe will be driving forces in 2025 – for contact centers […] The post 6 Trends Crucial for Success in 2025 first appeared on Northridge Group.

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2025 Contact Center Technology Customer Journey Mapping 52

Brandwatch CX

DECEMBER 4, 2024

Discover the top 10 WhatsApp marketing tools that enhance business communication and drive engagement. Read on to find the right tool for your organization.

2024 52

2024 Marketing Communication Engagement 52

Happy or Not

DECEMBER 3, 2024

Designing an effective survey is crucial for gathering reliable data that reflects your target audience’s true opinions and experiences. Whether you’re an academic researcher, a marketing professional, or looking to gain insights into a topic, creating a good survey questionnaire involves more than just writing questions. In this article, you’ll learn how to create a good survey by focusing on 15 quick and easy tips, covering everything from writing good survey questions to

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Feedback Insights Healthcare Information 36

Forrester's Customer Insights

DECEMBER 5, 2024

CRM continues to be a hot investment area for enterprises. Our data shows that close to 70% of organizations plan to increase their CRM investments over the next year. Why? Because CRM is at the heart of all customer operations that directly impact company revenue Emerging technologies are boosting its power.

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Technology Customer Relationship Management Customer Relationships Customers 26

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