InMoment XI

SEPTEMBER 16, 2024

What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.

Feedback 260

Feedback Healthcare Hospitality Multi-Channel 260

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

The DiJulius Group

SEPTEMBER 16, 2024

Have you ever been accused of becoming a freak? Maybe you should be flattered… Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.

2023 96

2023 Leadership Article Customer Service 96

Doing CX Right

SEPTEMBER 16, 2024

Discover how pay equity impacts both employee engagement and customer experience, with actionable insights for business and personal growth. The post The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Insights Customers Engagement 59

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

2024

SurveySensum

SEPTEMBER 16, 2024

Product development is not a one-time thing – it’s a continuous process that needs new innovations and honest feedback from customers and trust me honest feedback is hard to come by. While gathering feedback via surveys is a smart strategy, it lacks real-time insights into the customer sentiments, and in-moment feedback while exploring the overall product or a certain feature.

NPS 52

NPS User Experience Touchpoint Feedback 52

2020 Research

SEPTEMBER 16, 2024

Key Takeaways Convenience is Key: IHUTs simplify participant access, broadening the spectrum of user demographics for rich, comprehensive insights. Real-Life Insights: By placing products in authentic settings, IHUTs yield invaluable usage data, ensuring your products resonate with real-world demands, not just lab conditions. Navigate the Cons: It’s necessary to consider the challenges posed by complexity, timeline constraints, costs, and data quality concerns when planning an IHUT.

Travel 52

Travel Insights Engagement Technology 52

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 318

B2B Customer Experience Customer Centricity Omnichannel 318

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e

Customer Journey Mapping 162

Customer Journey Mapping Customer Journey Multi-Channel Roadmap 162

Middlesex Consulting

SEPTEMBER 16, 2024

Purpose of this article Any product that uses fossil fuel to generate power will eventually be a candidate for repowering (conversion to electric power.) It may be a battery, solar panel, or fuel cell, but it must reduce its impact on global warming. The conversion will have short—and long-term effects on the OEM’s aftermarket business. […] The post Repowering School Buses: A Case Study appeared first on Middlesex Consulting.

Consulting 78

Consulting Article Financial Marketing 78

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Strativity

SEPTEMBER 16, 2024

The post The Fastest Growing Demographic Segment in Consumer Tech is Not What You Think appeared first on Material.

Consumers 52

Consumers 52

Ascribe

SEPTEMBER 16, 2024

[FOR IMMEDIATE RELEASE] Cincinnati, OH, September 16, 2024 Ascribe , a pioneer in open end analysis and verbatim coding solutions, proudly announces the launch of two groundbreaking innovations, Theme Extractor 2.0 and Ask Ascribe, designed to enhance productivity and accuracy for market researchers and data analysts. By leveraging Ascribe’s 25 years of expertise delivering industry-proven text analysis solutions combined with the latest advancements in Artificial Intelligence (AI) and Natural L

Innovation 40

Innovation Net Promoter Score Omnichannel 2024 40

Strativity

SEPTEMBER 16, 2024

The post No, the Customer isn’t Always Right – How to Get the Most from your CX Data appeared first on Material.

Customers 52

Customers 52

Forrester's Customer Insights

SEPTEMBER 16, 2024

Looking for ways to improve your fraud management capabilities? Learn six key ways generative AI can help in this preview of a session at our upcoming Security & Risk Summit in Baltimore December 9-11.

Management 41

Management 41

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!

Customer Experience

Strativity

SEPTEMBER 16, 2024

The post Elevating Digital Experiences: A Deep Dive into Open DXPs appeared first on Material.

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Forrester's Customer Insights

SEPTEMBER 16, 2024

As AI continues to evolve at a breakneck pace, it’s tempting to throw out the rulebook and embrace the latest thing. But when it comes to process management, striking a balance between innovation and reliability is wise. Traditional tools like DPA, RPA, and document automation have been workhorses for decades, streamlining operations and saving time.

Management 40

Management Document Innovation Insights 40

Strativity

SEPTEMBER 16, 2024

The post Employees Are the New Customers appeared first on Material.

Customers 52

Customers 52

Forrester's Customer Insights

SEPTEMBER 16, 2024

European B2B marketers are charting their course through a multifaceted and shifting terrain. Confronted with fluctuating economic climates, inefficiencies in processes, data management hurdles and recruitment challenges, these decision-makers are tasked with driving customer-obsessed growth through both enhanced efficiency and a strong emphasis on innovation to stay ahead in the game.

B2B 40

B2B Innovation Insights Marketing 40

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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.

Customer Experience

Ascribe

SEPTEMBER 16, 2024

Qualitative data, especially open-ended responses, can provide deep insights into consumer behavior, preferences, emotions, and desires. However, extracting actionable insights from qualitative data is more difficult than briefly skimming through survey responses or counting frequency, instead, it requires quantitative analysis of the open-ended responses in your data set and then effective visualization of the results.

Insights 40

Insights Presentation Consumers Information 40

Forrester's Customer Insights

SEPTEMBER 16, 2024

A variant of the Mirai DDoS botnet that arrived in late 2016 and has remained active (because its creators released the malware for anyone to use), is using unpatched (and in this case unpatchable) AVTECH closed-circuit television cameras as part of its botnet to attack targets-of-opportunity, such as an early target of the French hosting […]

2016 36

2016 36

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The Oracle Services Landscape, Q3 2024’. Since the last edition of this Forrester landscape, Oracle customers have been eager to modernize their enterprise applications’ footprint and adopt SaaS principles. Customers of heritage products like E-Business Suite, PeopleSoft, etc.

2024 34

2024 Customers 34

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The SAP Services Landscape, Q3 2024’. A lot has changed in the SAP ecosystem since the last edition of this Forrester landscape. SAP ECC to SAP S/4HANA cloud migrations are taking center stage for the vast majority of SAP clients.

2024 34

2024 Customers 34

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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

Forrester's Customer Insights

SEPTEMBER 16, 2024

In May, Forrester announced our Security & Risk Enterprise Leadership Award. The Security & Risk Enterprise Leadership Award will recognize organizations — and their leaders — that have transformed the security, privacy, and risk management functions.

Leadership 34

Leadership 2024 Management Customers 34

Forrester's Customer Insights

SEPTEMBER 16, 2024

This morning, attorneys for TikTok appeared before the federal appeals court in Washington – challenging a law signed in April that forces the app to either cut ties with its China-based parent company (ByteDance) or be banned. Whta’s at stake? TikTok’s 170 million U.S. users and 7 million businesses who rely on the app.

Social Media 32

Social Media B2C Marketing Customers 32

Forrester's Customer Insights

SEPTEMBER 16, 2024

Spending on B2B events is perennially one of the largest items on the CMO’s budget, with upwards of 30 per cent of program spend going on event activity.

Events 32

Events Measurement 2024 B2B 32