Mon.Mar 27, 2023

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The Circular Model: How Brands Can Drive Growth and Sustainability Efforts

Merkle

Have you ever been to a car dealership? The options are endless. From leasing to used and made-to-order vehicles, the automotive industry is an expert in extending the life of their products and finding something for every customer on the lot. Outside of automotive, this circular model is growing in relevance across industries. The next frontier for this model will be in digital experiences, as it becomes a valuable and necessary strategy to capture new customer data and drive business revenue.

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The Human-AI CX Partnership with Declan Ivory

ShepHyken

Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot.

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Consistently World-Class CX Across Locations Starts With Supporting Your Employees

The DiJulius Group

The highest level of customer experience goes hand in hand with customer retention. Admittedly this might sound like a no-brainer. Yet—despite it costing 5-10x more to gain new customers than to get more business from current ones, and that current customers spend a whopping 67% more, on average—companies often focus more on customer acquisition than.

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This is Digital, Episode 15: How AI and the Next Generation of Employees are Shaping the Workplace

West Monroe

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "How AI and the Next Generation of Employees are Shaping the Workplace" on Spreaker. About the episode Workplace 2.0 is about to revolutionize companies. How can they harness younger, tech-savvy talent—their ideas, their energy, and their ability to break through siloes?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Microsoft Copilot: Is This the Latest Disruptive AI Capability for Customer Service?

CSM Magazine

Microsoft recently announced the launch of Copilot, a new tool that is set to bring massive productivity gains for professionals across the globe using its Office 365 application suite. But – and granted the official launch never mentioned any features or capability directly related to customer experience (CX) – it got me thinking none-the-less, could this be the latest disruptive AI capability for our industry ?

More Trending

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Zoom Contact Center Powers Up with Calabrio’s True-Cloud, Enterprise-Grade Workforce Management Solution

CSM Magazine

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market. With predictions of an uncertain economic environment, contact centres are more budget conscious.

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Elevating Your Customer Experience Strategy

Topdown

The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe.

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How Ticketmaster can improve its customer experience

MyCustomer

Voice of the Customer How Ticketmaster can improve customer experiences

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Comparing Outsourcing Quotes: 8 Things to Look Out For

Magellan Solutions

8 Things to Look Out For Before selecting an outsourcing company, there are a lot of factors to keep an eye out for. The success of an organization depends on how important it is to take these factors into consideration before outsourcing. In order to decide whether outsourcing is the best option for you, it is essential that you understand your needs.

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The 2023 Verint Experience Index: Retail

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

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The pathway to B2B customer experience maturity - a step-by-step guide to CX success

MyCustomer

Engagement The pathway to B2B customer experience maturity

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Working in a Fast-Paced Customer Service Environment

CSM Magazine

Employees are frequently required to work in surroundings that move quickly. This includes work in call centres, demanding corporate positions, and busy positions in restaurants. However, fast-paced can mean different things for different industries. For instance, the phrase is frequently used to conjure feelings of excitement in start-ups. It typically refers to the rate of work in service occupations (like restaurants).

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SAP Commerce Cloud Q1 ’23 Release Highlights

SAP Customer Experience

Continuous innovation has arrived. We’re proud to share that over the last several months, we have delivered more frequent and predictable innovations to support your digital commerce journey, providing more agility with enhanced capabilities for a composable commerce experience. This blog highlights the top features and enhancements released in the.

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Importance of Excellent Staff at Your New Wedding Venue

CSM Magazine

Having a beautiful and well-designed wedding venue is important if you want to attract couples looking for the perfect place to tie the knot. However, even a stunning venue can be overshadowed by subpar service staff. The key to having successful events is having a team that pays attention to detail and makes sure that your guests’ experience is as pleasant and stress-free as possible.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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AI Reshapes The 2023 Forrester Wave™ Evaluation For CCaaS

Forrester's Customer Insights

In the prior Forrester Wave™ evaluation on contact-center-as-a-service (CCaaS) providers in August of 2020, AI was mentioned offhand a few times. It was not, however, a factor in the Wave scoring at all. A few years changed everything. AI has taken center stage in this year’s Wave, providing new capabilities across many aspects of a CCaaS vendor’s offerings.

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Top 5 Customer Service & CX Articles for the Week of March 27, 2023

ShepHyken

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 comment about each article and would like to hear what you think too. 3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base?

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10-step guide on how to start a business

BirdEye

Is there anything scarier than starting your own business? There are a number of challenges associated with starting a business. And when facing these challenges collectively, it can present an almost insurmountable obstacle. In this blog post, we’ll share 10 key steps on how to start a business to give it the best chance for success. So, put on your entrepreneurial hat, and let’s get started.

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4 Ways to Navigate PCI Compliance for Remote Contact Center Agents

Interactions

Protecting customer PCI data is always a risk for contact centers, regardless of whether agents work in-center or remotely. However, with more agents working offsite, contact center PCI compliance becomes much harder to enforce. One of the biggest challenges lies in remote contact center agents taking credit card data over the phone. While agents must accept PCI telephone payments securely, remote work environments can be challenging to safeguard.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations. Whether you’re looking to implement new technologies, fine-tune your staffing strategy, or empower your agents to provide exceptional customer service, you’re in the right spot.

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Higher Education Chatbots – Everything You Need to Know

Comm100

Higher Education Chatbots – Everything You Need to Know In the competitive world of higher education, providing students with the very best support is key to increasing enrollment, improving student satisfaction, and reducing drop-out. However, with the technological demands of students rising, it’s not always easy for schools to provide students with the level and quality of support that they expect – especially within a tight budget.

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The Ultimate Guide to Launching a Beta Test for Startups

Centercode

A comprehensive guide to launching a successful beta test for startups, including step-by-step instructions, examples, and tips.

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Cyara + Spearline: Better Together

Cyara

Bringing Unparalleled Expertise to Customer Experience Assurance

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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TIER: How The Labor Market’s “Double Disruption” Impacts Your Talent Strategy

Forrester's Customer Insights

The Federal Reserve announced on Wednesday that it is hiking interest rates by 25 basis points to a range of 4.75% to 5%. This decision has made headlines because many had hoped for a pause on the Federal Reserve’s continuous interest rate hikes due to the banking system’s volatility.

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Noteworthy Findings Being Reported in Customer Success Today

Education Services Group

In Customer Success, we use data for all sorts of things like analyzing customer health scores , looking for trends in Voice of the Customer (VoC) programs , and capacity planning for short and long-term strategic decision making. If you know anything about us here at ESG, you know that we love data! Big data, small data, it’s all important. Earlier this year, we talked about Customer Success trends we expect to see in 2023.

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The US Government Is Here And Really Wants To Help Protect You From Ransomware

Forrester's Customer Insights

Ransomware Vulnerability Warnings Are Coming To A Critical Infrastructure Near You The US Cybersecurity and Infrastructure Security Agency (CISA) launched the Ransomware Vulnerability Warning Pilot (RVWP) in January 2023 in response to ongoing concerns about the threat of ransomware. This is the CISA’s ransomware-centric take on external attack surface management for critical infrastructure.

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How to Scale Your Key Account Management Program Without Adding Headcount

Kapta Customer Success

The vast majority of B2B companies realize the importance of the Customer Success function to ensure customers receive value from your product by helping them achieve their goals for using your offering. This boosts retention, lifetime customer value, and revenue.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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