October, 2022

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3 Necessities for Seamless, Stand-Out Retail Experiences

InMoment XI

It is no secret that today’s retailers are faced with unique challenges. The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address.

Retail 346
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Multi-Lingual Digital Customer Service is Easier Than Ever | Creative Virtual

Maria Ward

Technologies like automatic machine translation are making it easier to offer multilingual customer service on digital channels

Article 207
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What Is a Journey Health Score?

Shawn Phillips

Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers

Article 163
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Connect Customer Service Success with Customer Experience Excellence

Experience Investigators by 360Connext

Customer experience success, as we define it, is about living up to the promises made to customers AND delivering business results for your organization. (If If you haven’t yet, we recommend a CX Mission Statement and CX Success Statement to help you define success.) This type of success relies on super customer service. Yet we often hear how that ONE special person delivered for customers in ways that felt above and beyond.

2022 110
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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.

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Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?

2022 109

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3 Staff Motivation Challenges & How to Combat Them

InMoment XI

Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff.

2022 346
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Can Conversational AI Make Your CX More Human and Empathetic? | Creative Virtual

Mandy Reed

Often criticised for removing the human touch from customer experiences, conversational AI virtual agents can help employees be more human and empathetic

Article 207
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Survey Says: Close the Loop!

Shawn Phillips

Show business impact quickly by mplementing a closed loop feedback system. You probably already have the tools you need to get started

Article 150
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Customer lifetime value: The most important metric everyone overlooks

Alida

Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase. Customer Experience

2022 130
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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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The Best Customer Experience Conferences in 2023

Lumoa

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

2023 90
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5 strategies for managing customer expectations

TeamSupport

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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5 Things We Learned from EMEA Customer Experience Experts at XI Forum Europe

InMoment XI

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success!

2022 376
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Dorm Room Movers grows its business with cutting-edge messaging - Zendesk

Steve Lacoss

Dorm Room Movers offers storage, moving, and shipping services with cutting-edge conversational CRM powered by Zendesk messaging

Article 207
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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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Changing Your Loyalty Program? Here’s What To Consider

Forrester Digital Transformation

Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic.

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Customers are changing — are you?

Alida

It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history. Customer Experience

2022 130
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Creating a Winning Customer Service Culture is Within Your Grasp

Integrity Solutions

Customer service used to be viewed as the final link in the overall chain of customer touch points, a responsibility relegated to a department, contact center or automated attendant that would respond to complaints and (hopefully) eventually make things right.

Culture 81
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Product Feedback: 4 Steps to Improve Your Products

Zonka Feedback

“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe.

2022 81
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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What Is the Difference Between Voice of Customer and Market Research?

InMoment XI

A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! In fact, each discipline differs in purpose, design, analysis and outcomes.

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Composable CX: Becoming Agile and Flexible | Creative Virtual

Mandy Reed

Composable CX is all about being agile and flexible to deliver better results even when faced with uncertainty and rapid change

Article 206
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5 Ways to Lead Customer Experience – Even If It’s Not In Your Job Description

Experience Investigators by 360Connext

Who should be responsible for customer experience? It’s easy to toss around phrases like “Customer experience is everyone’s job!” ” But as I’ve said before, saying it’s everyone’s job is actually permission for it to be nobody’s job. And yet, it really IS up to everyone in an organization to own and deliver great customer experiences.

2022 110
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How Amazon maintains an impressive NPS

Retently

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest ecommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers. In fact, so popular that Amazon accounts for 10.8%

NPS 85
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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!

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How an Artificial Intelligence Chatbot Can Revolutionize Your Customer Support Operation

Solvvy

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human.

2022 83
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What is Customer Service Performance? A Complete Overview

Zonka Feedback

We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts.

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Customer Survey Statistics: Everything You Need to Know

InMoment XI

All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect.

2022 326
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Protecting Valuable (Customer) Assets In M&A Field

Harry Cruickshank

A series of reports produced by various firms over the last 10 years show that the average success rate of M&A deals is 20% or less. Most of them talk about “shareholder value destruction

Article 196
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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.