Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. Along the way, however, we’re bound to spread ourselves too thin and lose sight of our greater customer experience vision (myself included!).

Customer Experience 248

Customer Experience Customer Journey Net Promoter Score Feedback 248

ShepHyken

SEPTEMBER 19, 2023

One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.

Customer Service 138

Customer Service Customers Customer Experience Customer Service Training 138

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you’re all on the same page (pun intended).

Customer Experience 143

Customer Experience Document Customers Customer Centricity 143

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

B2B 100

B2B Marketing Brands Customer Service 100

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Customer Journey

Magellan Solutions

SEPTEMBER 19, 2023

Customer support is essential to building customer loyalty and enhancing customer experience. In fact, 84% of businesses that give importance to customer service tend to have an increase in revenue. However, attaining exceptional customer service is still a challenge for most businesses. Some focus their marketing efforts on reaching out to customers randomly to sell their products or services.

Customer Satisfaction 98

Customer Satisfaction Exceptional Customer Service Customer Service Customer Experience 98

Cyara

SEPTEMBER 19, 2023

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to engage and empower staff: customer feedback.

Feedback 76

Feedback Contact Center Customers Engagement 76

Kustomer

SEPTEMBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. In today’s digital era, customers expect their service to be seamless, the agents they interact with to be reliable, and their problems to be solved efficiently.

Customer Experience 52

Customer Experience Customers Customer Service ROI 52

Optimove

SEPTEMBER 19, 2023

In the Optimove 2023 Consumer Holiday Shopping Survey, we learned that 50% of Americans will start holiday shopping by Halloween, with 17% already having started as early as August 31st! Most US shoppers have no plans to wait until Black Friday or Cyber Monday to start their shopping… So, let’s put on our thinking caps and strategize on how to capture attention and keep customers hooked from now, all the way through to the upcoming holiday season.

Marketing 52

Marketing Events Customer Centricity 2023 52

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. While browsing, she kept receiving in-app surveys asking her to rate her experience. The question was – “ What do you think of our products? ” What products, right? Jess also thought the same and just responded “It was okay” just so she could continue with her booking.

Insights 52

Insights Customer Satisfaction User Experience Feedback 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

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. 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.

Interaction 48

Interaction Customer Experience Customers Contact Center 48

SAP Customer Experience

SEPTEMBER 19, 2023

Abstract SAP Commerce Cloud has targeted at providing a headless, flexible and modular E-commerce solution for delivering modern customer experiences and as the key component of the headless feature, SAP Commerce Cloud, Composable Storefront (also known as Composable Storefront or 3CS) has been released since 2211 as the only strategic.

E Commerce 70

E Commerce Customer Experience Customers 70

Forrester's Customer Insights

SEPTEMBER 19, 2023

US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

Financial 56

Financial Banking 2023 2022 56

2020 Research

SEPTEMBER 19, 2023

Uncover the practical ways in which AI can be harnessed to uncover deep, meaningful insights in our webinar, Harnessing AI in Market Research: A Roadmap to the Future Register Now The impact of Artificial Intelligence (AI) across industries is undeniable. But how does this translate to the world of market research? We sat down with Sago’s Chief Client Officer, Raj Manocha, to gain insights into this.

Insights 64

Insights Marketing Innovation Roadmap 64

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Customer Journey Mapping

Braze

SEPTEMBER 19, 2023

Data streaming technologies allow brands to gain a unified customer view in order to improve customer engagement and drive stronger business results. Let's dive in.

Technology 57

Technology Customer Engagement Brands Engagement 57

Gainsight

SEPTEMBER 19, 2023

Customer success is no longer an afterthought—it’s a strategic imperative. To ensure your customers are not just satisfied but thriving, you need the right tools in your arsenal. Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. But with so many options on the market, how do you choose the perfect fit?

Customer Success 52

Customer Success Customer Satisfaction Customers Metrics 52

CX University

SEPTEMBER 19, 2023

While a company’s products and services may lie at the center of the business, the branding distinguishes the product and elevates it above others offered in the market. A brand is the combination of the designs, symbols, and colors used to delineate the identity of a business , creating distinctiveness. Branding succeeds when it connects with the customer’s emotions and sentiments.

Brands 52

Brands Customers Social Media Marketing 52

Forrester's Customer Insights

SEPTEMBER 19, 2023

I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly.

Feedback 56

Feedback Customers Information Customer Experience 56

Advertiser: ZoomInfo

In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.

Management

Clarivate

SEPTEMBER 19, 2023

The Citation Laureates 2023 list has been announced, recognizing a select group of influential, highly cited researchers whose contributions are on par with Nobel Prize recipients. We explore their profound impact on our world and their enduring commitment to the pursuit of knowledge, inspiring the next generation of researchers. We at the Institute for Scientific Information (ISI) at Clarivate have announced 23 new Citation Laureates , a designation that recognizes researchers of Nobel class b

2023 111

2023 2002 Innovation Presentation 111

Nasuni

SEPTEMBER 19, 2023

Nasuni Chief Innovation Officer Jim Liddle discusses how files play a pivotal role in organizing our digital world, heightening the importance of enterprise unstructured data management.

Innovation 110

Innovation Management 110

Helpware

SEPTEMBER 19, 2023

If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape, delivering just a product or service isn't enough, as consumers expect more and won't settle for a subpar experience.

Customers 87

Customers Consumers 87

SmartKarrot

SEPTEMBER 19, 2023

Image Source Today, marketing is so complicated and fast-moving to the point that marketing teams are failing to reach their full potential when they don’t have a plan. For instance, there can be misinformation when two teams don’t agree on how to express your firm’s values, while deliverables created on a short notice can’t convert if you have not put in place central guiding principles.

Download 10

Download Marketing Social Media Brands 10

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

Customer Journey

2020 Research

SEPTEMBER 19, 2023

[link] Welcome to Sago’s first installment of our ongoing series, Eye on Innovation. Throughout this series, we talk with experts about the intersection of technology and market research, the boundless possibilities that emerge, and their vision for where this journey is taking Sago and the industry. In Episode 1, we dive into the topic of why the commitment of relentless innovation is essential to insights professionals and the market research industry as a whole.

Innovation 69

Innovation Insights Marketing Culture 69

SurveySparrow

SEPTEMBER 19, 2023

Have you ever wondered how experts separate signal from noise in a world filled with data? Or perhaps, you might have heard of ANOVA- a term that hints at statistical mastery but leaves you curious for more! Whether you’re someone who’s wondering “Hey, what is an ANOVA?”, or eager to dive deep into its technicalities, this is exactly the right place.

Interaction 52

Interaction Insights Marketing Sports 52

2020 Research

SEPTEMBER 19, 2023

At Sago, we understand that not all projects require the same level of complexity. So, while you already trust us with your most intricate recruiting work, it’s time to unleash the power of Quick Qual for those seemingly simpler tasks. Whether you’re looking for research on high usage products or general product explanation, this cost-effective option can deliver high-incidence qualitative recruits in just two weeks or less.

Consumers 52

Consumers 52

Forrester's Customer Insights

SEPTEMBER 19, 2023

Forrester’s data shows that, in 2023, more than one in 10 US online adults encountered a technical failure at the point of checkout. And about the same number said their online payments were rejected because their card on file had expired. Despite (many!) other priorities, smooth checkout should top your to-do list.

2023 56

2023 Customers 56

Advertiser: ZoomInfo

Consolidating your tech stack is an effective cost-saving measure that drives GTM efficiency and adds value to your enterprise. With a cohesive, integrated tech stack, your revenue teams can deliver an excellent customer experience that sets you up to win faster than your competitors.

Customer Experience