February, 2023

article thumbnail

The Elements You Need for A Successful CX Program

InMoment XI

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ”

2023 260
article thumbnail

A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.

2023 178
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Alida integrates with ChatGPT for collaborative intelligence at scale

Alida

A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences.

2023 130
article thumbnail

What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be.

2023 161
article thumbnail

The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

article thumbnail

XI Café Podcast, Episode 4: Launching a VoC Program With State Revenue Office Victoria

InMoment XI

Welcome back to the XI Café Podcast!

2023 260

More Trending

article thumbnail

How to Get Started with Customer Experience Research Now

PeopleMetrics

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers.

2023 117
article thumbnail

What is Voice of the Customer? [+ how to get data analysis]?

Lumoa

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.

2023 169
article thumbnail

Media and zero-party data: Audience insights hold the key to profitability

Alida

Customers’ needs are changing at breakneck speed. Only insight communities can keep up. Customer Experience

2023 130
article thumbnail

Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees

ShepHyken

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you?

2023 133
article thumbnail

How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

article thumbnail

Does Who’s Driving the CX Bus Make A Difference?

InMoment XI

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company.

2023 295
article thumbnail

4 Steps to Re-Engage Your Customers and Boost Retention

Blueshift

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy.

2023 97
article thumbnail

How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service.

2023 84
article thumbnail

How to Create a Voice of Customer Template for Your Business

Lumoa

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this.

2023 83
article thumbnail

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

article thumbnail

Why your business needs a social media manager

BirdEye

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business.

2023 90
article thumbnail

Seven Ways to Show Your Employees Some Love on Valentine’s Day

ShepHyken

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers.

2023 133
article thumbnail

Where Should Customer Experience (CX) Teams Live Within An Organization?

InMoment XI

Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success.

2023 260
article thumbnail

The Power of Empathy: How it Impacts Customer Success

ClientSuccess

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do.

2023 80
article thumbnail

Is Your CX Program Delivering the Results You Had Hoped?

When you launch a CX program, there is often an air of exuberance. A year or two later, however, it can feel like your program has flat-lined and you find it hard to make improvements. If your CX program is struggling, check out our latest whitepaper for tips on how to reverse the trend.

article thumbnail

Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Playvox

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service.

2023 80
article thumbnail

Customer Experience in Retail Guide: Explanations, Strategies, & the Future of CX

Lumoa

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness.

2023 94
article thumbnail

Golden Ticket to Customer Experience Event

Doing CX Right

Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.

2023 98
article thumbnail

Amazing Business Radio: Scot Pickerill

ShepHyken

Top Takeaways: Continuous improvement means identifying friction points and reaching out to every department involved in the process to develop a plan to correct the issue and keep it from happening in the future.

2023 127
article thumbnail

5 Ways to Supercharge Your CX Strategy

Want more from your customer experience program? This whitepaper outlines 5 tactics to improve your CX strategy and take your program to the next level. Download your copy now!

article thumbnail

What’s your customer’s love language? Disruptive questions will tell you.

ChurnZero

As a customer, there’s nothing better than working with a CSM who really “gets you.” ” Someone who understands your needs and knows what your perfect business review looks like. However, the path to achieving that idyllic customer relationship isn’t always straightforward.

2023 98
article thumbnail

The complete guide to social media management for modern businesses

BirdEye

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. Social media is also a powerful marketing tool used by businesses of all sizes.

2023 77
article thumbnail

Why The Metaverse Will Matter For Customer Experience (CX)

The DiJulius Group

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone?

2023 106
article thumbnail

How can CIOs and customer experience leaders work collaboratively to improve CX?

MyCustomer

Engagement How can CIOs and CX leaders work collaboratively

2023 127
article thumbnail

Stay Ahead of the Game

Want to know where CX is heading in 2022? Check out our 7 key predictions on how CX will evolve over the coming year and beyond. Download your copy now!