Tue.Jun 18, 2024

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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

Experience Investigators by 360Connext

When we hear from CX change agents about what it takes to run a successful customer experience program , they usually mention at least one of these three challenges: It’s unclear how they should measure success, making it harder to quantify their results and make the case for more resources Data collection can be time-consuming and tricky, which takes time from other activities that may have a stronger impact Leaders feel they lack the influence to align their organization, so customers receive

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Mobile Marketing Magic: Proximity Messaging Revealed 

Optimove

Up your mobile marketing game with this guide Download Now Why it Matters: In an evolving digital landscape and crowded marketplace, businesses seek effective ways to connect with their customers and deliver personalized messages that truly resonate. Optimove’s 2024 Report on Marketing Fatigue reveals that most consumers want relevant messages only.

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How Baby Stores Can Transform Customer Service

CSM Magazine

Running a baby store can be incredibly rewarding, but it’s not without its challenges. Amidst the joy of helping new parents find the perfect stroller or the cutest onesie, there’s the critical task of providing top-notch customer service. In an industry where trust and personal connection are paramount, getting customer service right can set your store apart.

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Apply the REACH Framework to drive expansion in customer success

ChurnZero

Does your customer success team own and drive expansion revenue? You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. What’s holding customer success back on driving expansion? After all, CS has the customer relationships and insights to drive expansion thoughtfully, the health scores and product usage data to spot opportunities, the best understanding of customer needs, and the customer trust earned thro

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Forrester Report Highlights Decline in Customer Service

CSM Magazine

A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline. This alarming trend was established based on a comprehensive survey that involved over 98,000 US customers across a variety of industries. A staggering 39% of brands, as the report reveals, have suffered a noticeable deterioration in their customer experience.

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Making Your Website Popular and Keeping Customers Happy

CSM Magazine

Having a website is great, but no one will see it if they can’t find it online. That’s where SEO comes in. SEO means making your site easy for search engines like Google to find and understand. The goal is to get your site to the top of those search results when people look for things related to your business. Here are some SEO tips: Use Words People Actually Search For Imagine you run a bike store.

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Deliverability Indicators: Understanding Spam Traps and What They Mean For Customer Engagement

Braze

At its core, a spam trap is an email address that is created or used by mailbox providers, blocklist operators, and other anti-spam organizations to identify and catch spammers red-handed.

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Overall Canada Customer Experience Quality Drops To A Historic Low

Forrester's Customer Insights

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

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New Hire? Start Wowing New Employees the Moment They Get Hired

The DiJulius Group

Start Wowing Your New Employees the Moment They Get Hired *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When I hire someone, that is when I go to work for them.” The percentage of employees who quit before their first day. Read Full Article The post New Hire?

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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CX Summit North America Day 1: Exploring The Boundless Potential Of Humans + AI

Forrester's Customer Insights

On the first full day of CX Summit North America, we explored the magic and mayhem of AI in CX and its potential to fuel next-level experiences.

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June 2024 Bonfire Marketer of the Month: foodpanda’s Lynn Chan

Braze

Each month, Braze selects one individual as our Marketer of the Month in order to celebrate the exceptional work being done by members of our Braze Bonfire community. This month, we’re recognizing Lynn Chan, Lead, CRM Martech & Automation at foodpanda.

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And So It Begins: Insights From Splunk’s First.conf With Cisco

Forrester's Customer Insights

Last week, Splunk held its annual user conference – conf – in Las Vegas with over 4,000 customers, partners, and sponsors in attendance. While this was the 15th.conf, it was the first ever as a Cisco company. The tagline “the Splunk you love, only better” was ubiquitous throughout the conference.

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Making the Case for Virtual Audiences: Unleashing Insights in a Creative Agency

2020 Research

Key Takeaways Virtual audiences provide real-time insights and support for creative agencies, helping them overcome challenges in winning and retaining business. Creative agencies can leverage virtual audiences to understand target audiences, test assumptions, and stay responsive to evolving consumer behavior. Virtual audiences can transform market research by offering speed, cost-effectiveness, scalability, and accuracy while complementing the work of insights professionals.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Introducing Forrester’s Interactive Wave Experience

Forrester's Customer Insights

Forrester has launched an updated experience for The Forrester Wave. Read this blog to learn about the new upgrades that allow users to easily customize and compare vendors included in Wave reports.