Sat.Feb 10, 2024 - Fri.Feb 16, 2024

article thumbnail

Why You Should Build an Omnichannel Customer Experience

InMoment XI

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want.

article thumbnail

[Experience Action Podcast] Navigating Customer Expectations: Strategies to Weather the Storm and Excel in CX

Experience Investigators by 360Connext

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

Insiders

Sign Up for our Newsletter

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

article thumbnail

AI in CX Success: Finding Your Ideal Starting Point, Scaling Up

TechSee

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. This post will explore how enterprise leaders can find the optimal first initiative for using AI to augment or automate their customer experience or service.

article thumbnail

Ford Versus Ferrari: A Lesson in Customer Experience?

ShepHyken

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

article thumbnail

The Ultimate Guide to Monetizing Customer Learning

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.

article thumbnail

How to Upgrade to an Advanced Customer Experience Strategy

Lumoa

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

More Trending

article thumbnail

Why SaaS Leaders Should Outsource Their Customer Success Program

BlueOcean

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

article thumbnail

The Human Touch in a Tech-Driven World

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

article thumbnail

State of online reviews 2024: Embracing automation for growth

BirdEye

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

2024 111
article thumbnail

Integrated CX: The Complete Guide

InMoment XI

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. At InMoment, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.

NPS 260
article thumbnail

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

article thumbnail

How to Create Unbreakable Brand Loyalty through Emotional Connection

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader

article thumbnail

The Power of Service: How Two Customer Service Leaders Fueled Remarkable Financial Achievements

CSM Magazine

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion.

Financial 105
article thumbnail

Zendesk Pros & Cons: Is Zendesk Really Worth It? We Did the Research.

Kustomer

Zendesk is, without any doubt, a powerhouse customer service platform. This cloud-based CX software is used by over 100,000 companies — with Siemens, Uber and Shell as some of its most prominent clients. After being acquired by a consortium of private equity firms for $10B, Zendesk is one of the most well-known customer service solutions on the market — but being popular doesn’t make it right for everyone.

article thumbnail

Unleashing the Power of Integrated CX: Strongest Signals

InMoment XI

Understanding and responding to customer needs is paramount for business success, however, many businesses find themselves grappling with the challenge of harnessing the full spectrum of customer voices. Surprisingly, a staggering 85% of valuable customer data remains untapped, residing in various teams, systems, and silos. This fragmented approach to CX makes it difficult to track customer behaviour across different channels and identify crucial opportunities for improvement.

article thumbnail

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.

article thumbnail

Feedback Fuelled Success: The Dynamic Duo of Continuous Improvement and Customer Insights

C3Centricity

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.

article thumbnail

From me to you, Happy Valentine’s Day!

Bill Quiseng

From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals.

Blog 78
article thumbnail

How to Become One of the Top Customer Service Companies in the US

The DiJulius Group

Do Your Customers Love You? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out in delivering exceptional service in the United States. “Customer service is one of those areas that has historically been viewed as a cost, but our data shows that there’s an opportunity to view it.

article thumbnail

Improving Customer Experience Through Stratified Sampling

InMoment XI

Market research and market segmentation is a crucial part of launching any campaign or product. One part of this process that is often overlooked is how market segments are developed. It is important to use proper sampling techniques to gain the most accurate market segmentation results. One of these techniques is stratified sampling. Stratified sampling provides businesses with a nuanced understanding of customer preferences and behaviors within each segment, allowing for the development of per

article thumbnail

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

article thumbnail

Identifying And Cultivating Top Talent In Your Contact Center

Playvox

In an economy that’s pitched more than a few curveballs over the last five years, retaining and growing a loyal customer base is consistently a winning business strategy. As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction.

article thumbnail

My Hopes & Fears for a Future of Bots Powered by LLMs

Cyara

Imagine this: you’re sitting at your computer, trying to contact support for a technical issue and you’re met with a bot. You roll your eyes, here we go… let’s see if this bot understands my request… lets see if this bot can even connect me with an agent. But not only does this bot understand your request, it seems to understand you on a deeper level, you feel like you are talking with a human support agent, or even chatting with a friend.

article thumbnail

E-Commerce Business Strategies: Zero Risk in the Digital Age

The DiJulius Group

In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. Thus, the concept of “zero risk” has taken on a whole new dimension. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape.

article thumbnail

Totango wins TrustRadius 2024 Most Loved Award

Totango

On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

2024 105
article thumbnail

11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

article thumbnail

AI in Quality Management: A Game Changer for Contact Centers

Playvox

Artificial intelligence (AI) has permeated many aspects of our work and personal lives. From driving assistance to data analysis to chatbots, generative AI (GenAI) is finding its usefulness in a host of ways across all industries. One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to impro

article thumbnail

Are Outbound Calls Reaching Your Customers? There’s a New Way to Be Sure!

Cyara

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. Cyara Number Trust is the first purpose-built solution that offers organizations a streamlined and faster way to conduct full, end-to-end tests across every major global, mobile network, covering all of the main third-party spam filters.

article thumbnail

Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service

Doing CX Right

Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. The post Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service appeared first on Doing CX Right.

Retail 106
article thumbnail

Just Not That Into Your CDP? Swipe Right on Intelligent Customer Engagement

Blueshift

Love is in the air, but is your relationship with your current Customer Data Platform (CDP) feeling a bit lackluster? This Valentine’s Day, it might be time for a breakup – with your CDP, that is! Imagine your relationship with your current CDP as a bad rom-com: it started off with high hopes, promising grand adventures in the world of customer data.

article thumbnail

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.