January, 2024

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7 Golden Practices for Customer Experience Analysis

Helpware

Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.

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4 Types Of AI Survey Questions for Analyzing Customer Data

SurveySparrow

Can you use AI for surveys, you ask? The answer is a resounding yes! In fact, asking the right survey questions can streamline data analysis. Guess how much time it can save! Well, you needn’t imagine much because AI surveys are the new big thing in the market! This blog will focus on four types of AI survey questions that will help you get precise customer data.

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The Future of Customer Relationship Management: Building a Composable Customer Data Architecture

SAP Customer Experience

Consumer businesses strive to manage and leverage customer data effectively for a competitive edge. These organizations often have vast quantities of customer data. Their databases can grow to tens or hundreds of millions of customer records. This is not only in number but also in the depth of information per.

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B2B Customer Experience: The Complete Guide

InMoment XI

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

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2024 State of Customer Education Report

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.

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

eglobalis

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

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[Experience Action Podcast] CX Pulse Check – January 2024

Experience Investigators by 360Connext

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail.

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“We Deliver Amazing Customer Service”: The Difference Between Perception and Reality

ShepHyken

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.

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LLMs in CX: The Promise and the Potential Pains

TechSee

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.

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How to Select the Best Customer Experience Management Software

InMoment XI

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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The Customer-Centric Compass

CSM Magazine

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

BlueOcean

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

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Hyperlocal social media marketing for local businesses

BirdEye

While casting a wide marketing net might be tempting, often, the magic happens when targeting is razor-sharp. Knowing your customers on a personal level isn’t just a perk of running a local business; it’s your superpower. Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement.

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CDP Spotlight: 7 Key Takeaways From Industry Experts

Blueshift

Customer data plays a pivotal role, yet it often remains inaccessible to marketers. When harnessed by savvy marketers, this goldmine of data becomes the driving force behind personalized, engaging customer experiences. Customer Data Platforms (CDPs) are designed to tackle this challenge head-on by seamlessly unifying and making customer data accessible for marketers.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

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Voluntary Response Bias in Sampling

InMoment XI

If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.

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Three Customer Service Lessons from a World Traveler?

ShepHyken

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.

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Expert tips to unlock business growth with customer success operations

Totango

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

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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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Top 8 speech-to-text software tools to rejig your business

BirdEye

Did you know that unintentionally, you might be hindering your business’s productivity with ineffective meetings? Studies show that 30% of professionals agree that they can’t recall things discussed in the meeting, while 95% mention that they lose focus in long meetings. This can severely hamper productivity. This is where the speech-to-text software comes into play, offering a life-changing solution.

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Discover the 7 Powerful Rules that Will Transform Your Customers’ Habits

Beyond Philosophy

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

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The Kustomer Service Pulse: 2023’s Viral Customer Service Moments

Kustomer

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. While 2023 may have been the year of Barbenheimer and Taylor Swift, we also saw great strides in customer service.

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The Best Customer & Employee Experience Content of 2023

The DiJulius Group

Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.

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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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Why the Marketing Budget Should Include Customer Service Training

ShepHyken

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

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Navigating Customer Experience Maturity: The Road to Success

Heart of the Customer

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer.

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How to boost your brand with automated review sharing

BirdEye

Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.

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How to Realize the Full Value of Technology Integrations

SaleMove

Understand the impact of technology integrations that extend the value of your core, foundational fintech platforms and improve customer experiences. The post How to Realize the Full Value of Technology Integrations appeared first on Glia Blog | Digital Customer Service Explained.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.