InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results.

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

eglobalis

AUGUST 8, 2023

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

Customer Relationships 368

Customer Relationships Customer Centricity Employee Experience Brands 368

ShepHyken

AUGUST 8, 2023

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117

Experience Investigators by 360Connext

AUGUST 8, 2023

"Our organization has talked a lot about customer experience, and we always say that the customer comes first. We want to get more intentional, more serious about [CX], but we're not really sure where to get started. Do we need to hire someone who is just focused on CX and can lead our organizati.

Customer Experience 143

Customer Experience Connections Customers Customer Centricity 143

Speaker: Steve Worthy, MBA

The rapid rise of AI-powered displays, touchless technology, and sensory marketing is reshaping the future of in-store engagement. Yet for many retail executives, the real challenge is not identifying new tools - it is knowing which signals to trust, which inputs to prioritize, and how to architect decisions that elevate in-store leadership rather than dilute it.

Leadership

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition.

Feedback 78

Feedback Net Promoter Score NPS Customer Satisfaction 78

Cyara

AUGUST 8, 2023

At its core, the customer experience survey is an incredibly beneficial tool that gives businesses the information they need to improve and iterate their products and processes, reduce complaint volumes, connect with customers and engage employees.

Connections 67

Connections Customers Engagement Information 67

Helpware

AUGUST 8, 2023

For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is multifaceted. It requires a brand to present itself as both approachable and of top-tier customer service. Unfortunately, however, many businesses tend to fixate on honing their sales department so much that their customer support falls to the wayside.

Presentation 86

Presentation Customers Sales Brands 86

Win the Customer

AUGUST 8, 2023

Artificial Intelligence (AI) can be a transformative tool for businesses to collect, analyze, and act upon customer feedback in real-time, leading to continuous improvement in customer experience. In today’s hyper-competitive business landscape, understanding and meeting customer expectations is paramount for success. Customer feedback is a goldmine of insights that can drive improvements in products, services, and overall experience.

Feedback 52

Feedback E Commerce Social Media Retail 52

SurveySensum

AUGUST 8, 2023

According to a Microsoft Dynamics 365 State of Global Customer Service Report , 95% of consumers consider good B2B customer service essential for earning loyalty. Remember the old saying, “A happy customer is a loyal customer”? It’s not just a cliché – it’s the secret sauce to thriving in today’s competitive market. And to deliver top-notch service you need to know what they like, dislike, and expect from your business.

B2B 52

B2B Feedback Customer Service Touchpoint 52

Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything.

Customer Service

CSM Magazine

AUGUST 8, 2023

The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’ Discover the secret to agent wellbeing in your contact centre with hints and tips that work. Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Optimove

AUGUST 8, 2023

Understanding client perceptions and preferences is paramount to building lasting loyalty in a dynamic financial services landscape. Our comprehensive survey and report, “The Optimove Financial Services Provider Survey & Report: Harnessing Data for Client-Centric Growth and Lasting Loyalty,” delves into critical trust gaps and marketing fatigue challenges faced by financial service providers.

Financial 52

Financial Marketing Download Loyalty 52

CSM Magazine

AUGUST 8, 2023

In the evolving landscape of social media marketing, TikTok has become a powerful platform for businesses and creators in the USA. Many are now choosing to buy TikTok likes in the USA to enhance their audience engagement, foster genuine connections, and elevate customer satisfaction. As the competition on this platform grows, the need for a strategic approach becomes even more crucial.

Customer Satisfaction 52

Customer Satisfaction Advertising Entertainment Social Media 52

Customer Enthusiast

AUGUST 8, 2023

During a recent visit to FedEx Office, I asked the counter rep to photocopy and staple 35 copies of a 4-page document. She instantly produced a test copy to verify that it met expectations. It did. She then said, “If I print the other 34 copies now, there will be a $17.50 rush charge.

Document 52

Document Leadership Customer Service Customer Experience 52

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

2025

CSM Magazine

AUGUST 8, 2023

In today’s hyper-connected digital age, social media has emerged as a pivotal platform for businesses to engage with their customers. According to statistics, in 2023, the number of social media users worldwide reached a record 4.9 billion. While it opens up incredible opportunities for enhancing brand visibility and customer relations, it also brings the risk of instantaneous and viral repercussions for any missteps.

Brands 52

Brands Customer Service Social Media Customer Centricity 52

customer sure

AUGUST 8, 2023

We’re excited to announce that we’re now the chosen customer feedback software provider for Covéa Insurance. Operating throughout the UK market offering commercial and personal lines insurance, Covéa Insurance serves a variety of customers and as such, needed a comprehensive solution to survey customers and obtain their valuable feedback. Following a tender process, CustomerSure were chosen to elevate their Voice of the Customer program to the next level.

Insurance 62

Insurance Financial 2023 Demo 62

Helpware

AUGUST 8, 2023

For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is multifaceted. It requires a brand to present itself as both approachable and of top-tier customer service. Unfortunately, however, many businesses tend to fixate on honing their sales department so much that their customer support falls to the wayside.

Presentation 52

Presentation Sales Customers Brands 52

Wootric

AUGUST 8, 2023

Asking the right customer satisfaction survey questions can drive the success of your campaigns and provide valuable insights into your customers’ experiences and opinions.

Customer Satisfaction 52

Customer Satisfaction Customers Insights Customer Experience 52

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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.

2024

Genroe

AUGUST 8, 2023

Generative AI is transforming customer success, but how can businesses ensure it's used ethically? The post AI And Customer Success: Navigating The Ethics of Trust appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score Customer Success Customers Customer Experience 52

InteractionMetrics

AUGUST 8, 2023

Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?” “How can we get most of our customers to take our survey?

Feedback 52

Feedback Measurement Reference Metrics 52

Forrester's Customer Insights

AUGUST 8, 2023

Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost.

Healthcare 26

Healthcare ROI Insurance Financial 26

2020 Research

AUGUST 8, 2023

Are you ready to go on a journey into the ever-evolving landscape of qualitative research? In this captivating conversation, Sago President Isaac Rogers delves into the demand for fresh and inventive research approaches, shedding light on multi-phase and iterative research designs that unlock deeper participant insights. But that’s not all. Isaac also explores the emerging phenomenon of generative AI and its game-changing impact on brands and consumer experiences.

Consumers 97

Consumers Insights Technology Brands 97

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

2025

Amplifai Coaching Category

AUGUST 8, 2023

Learn how FCR drives operational efficiency, cost savings, agent retention, and customer satisfaction. Discover strategies to improve your call center's FCR, the common mistakes to avoid, and a whole lot more!

Call Center 83

Call Center Customer Satisfaction Customers 83

Optimove

AUGUST 8, 2023

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Financial 76

Financial Brands Marketing Customers 76

ReviewTrackers

AUGUST 8, 2023

Effective retail reputation management involves proactive efforts to build, maintain, grow, and repair (when necessary) your brand image.

Retail 65

Retail Management Brands 65

CSM Magazine

AUGUST 8, 2023

Open Enrollment season is upon us. As an employer, this is more than just another round of paperwork. It’s your opportunity to guide your employees in making informed decisions about their health coverage. Navigating through the different medical packages can be daunting, especially for those unfamiliar with insurance terminology. This is where you come in – armed with clear communication, valuable guidance, and a solid understanding of open enrollment basics.

Seminar 52

Seminar Insurance Events Entertainment 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