InMoment XI

APRIL 23, 2024

True excellence in customer experience (CX) demands more than just understanding and insights; it requires actionable strategies that drive tangible results. InMoment’s Integrated CX offers a transformative pathway to success, encompassing Strongest Signals , Richer Insights , and Smartest Actions. In this blog post, we’ll explore how your organisation can take the smartest actions, the final piece of the puzzle of our Integrated CX approach.

Social Media 260

Social Media Insights Feedback Loyalty 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

Social Media 156

Social Media Financial Loyalty Interaction 156

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.

Innovation 109

Innovation Download Sports Technology 109

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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.

Customers

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 99

Sales Loyalty White Paper Contact Center 99

Experience Investigators by 360Connext

APRIL 23, 2024

“Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?” Discover the paramount importance of empathy in crafting a brand’s reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues.

Download 143

Download ROI Connections Innovation 143

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Ready to learn how a simple question can lead to big changes?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

ROI 90

ROI E Commerce Marketing Social Media 90

eglobalis

APRIL 23, 2024

Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges The post Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges appeared first on Eglobalis.

Customer Centricity 62

Customer Centricity Employee Experience B2B Loyalty 62

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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

Retail

Beyond Philosophy

APRIL 19, 2024

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today’s world, storytelling is crucial in various aspects of business, including marketing.

Customer Engagement 88

Customer Engagement Engagement Connections Innovation 88

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation.

Insights 62

Insights Workshop Customer Experience Contact Center 62

ShepHyken

APRIL 23, 2024

I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.

Customer Experience 70

Customer Experience Customer Service Training Workshop Advertising 70

Team Support

APRIL 23, 2024

In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.

Technology 52

Technology Social Media Customer Satisfaction Innovation 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

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Daniel Group

APRIL 18, 2024

Want to Improve CX Significantly? Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly.

Communication 98

Communication NPS Net Promoter Score 2008 98

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth. One of the key takeaways from the discussion I had with the group was the importance of finding the right balance between AI capabilities and human interaction.

Omnichannel 52

Omnichannel Fashion Events Culture 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

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Advertising 78

Advertising Technology Brands Interaction 78

Blueshift

APRIL 22, 2024

Imagine strolling into your favorite café, where the barista greets you by name and knows your usual order before you even place it. That personalized touch makes you feel valued and understood, fostering a sense of loyalty that keeps you coming back. Now, envision experiencing that same level of attentiveness and personalization on a website—a virtual space that knows your preferences and anticipates your needs before you even click a button.

Loyalty 52

Loyalty Blog Engagement Marketing 52

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

SurveySensum

APRIL 22, 2024

In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. Cybersecurity plays an important role in building and sustaining this trust. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era.

Measurement 52

Measurement Customer Centricity 2024 Demo 52

Advertiser: ZoomInfo

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

Marketing

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. The Future of Customer Service in Online Gambling: Trends to Watch The online gambling industry has experienced exponential growth over the last decade, driven by technological advancements and an increasing number of digital users.

Customer Service 52

Customer Service User Experience Touchpoint Competitive Advantage 52

Team Support

APRIL 17, 2024

In the digital age, where customer expectations are higher than ever, providing exceptional customer support is not just an option; it's a necessity. As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. It's not just about solving customer issues but creating a seamless, responsive, and personalized service experience that can significantly impact your brand's reputation and your bottom line.

Customer Satisfaction 52

Customer Satisfaction Loyalty Customers Communication 52

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Make sure you’re still delivering high-touch, one-to-one engagement. Wait, say that again?

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Investing in truly understanding them has a massive financial payoff. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. Companies earning $1 billion annually often see an additional $700 million in revenue within just 3 years of prioritizing customer experience.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

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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,

Measurement