Doing CX Right
AUGUST 14, 2023
CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.
Experience Investigators by 360Connext
AUGUST 15, 2023
❔"How do you find the budget for customer experience initiatives, and who owns it? And how do other companies do this?"❔Customer experience is not just a 'nice to have,' even though that's how it's viewed in many organizations. It really is a must-have in today's competitive, digital world. Custo.
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SurveySensum
AUGUST 14, 2023
A week into getting my new smartphone, I got a call from customer support checking in on my experience. I couldn’t help but express my excitement and satisfaction with the phone’s sleek design and amazing camera. In the midst of our conversation, I recalled the phone cover I had left behind in my cart due to its high price. Just as I was about to say goodbye, the agent dropped the bombshell – a sale on the exact phone cover I had my eye on!
ShepHyken
AUGUST 14, 2023
Top Takeaways: Giving employees a sense of meaning and purpose creates excitement and engagement. When employees feel connected to the brand and enjoy the experience they deliver, it translates into a better connection with customers. Training is crucial in aligning employees with the brand’s unique experience. If new hires don’t receive the same training as the rest of the team, the result is inconsistency, which can create a disconnect with customers.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
SurveySensum
AUGUST 15, 2023
In today’s competitive market when we talk about customer experience, we’re not just talking about flashy features or catchy ads. It’s about how smoothly customers can use your products, access your services, and get help when they need it. This is where the Customer Effort Score (CES) steps in. CES is a metric designed to gauge the level of effort customers have to put forth when engaging with your company.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
AUGUST 14, 2023
TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.
ShepHyken
AUGUST 16, 2023
The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.
Magellan Solutions
AUGUST 18, 2023
Sales optimization is essential for businesses to flourish in a competitive market. It goes beyond attaining targets. Sales optimization enhances customer experiences, fosters brand loyalty, and drives long-term success. The following can make all the difference in achieving sales targets: Simplifying sales processes Improving customer engagements Making data-driven decisions Artificial intelligence (AI) tools are crucial to modernizing sales processes and strategies.
InMoment XI
AUGUST 15, 2023
More and more companies are realizing that the customer experience is more important than ever before. As a matter of fact, customer-centric companies are 60% more profitable than companies that don’t focus on customers. Among the arsenal of tools available to create continuous positive experiences, predictive analytics software and, more specifically, predictive analytics tools stand out as game-changers in not only understanding customer behavior but also in shaping exceptional customer experi
Advertiser: ZoomInfo
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.
TechSee
AUGUST 17, 2023
8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.
Feedbackly
AUGUST 17, 2023
Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. It’s a metric that seems to hit all the right notes and help businesses accelerate their growth. As emotions are a decisive factor in consumer purchases, EVI® is able to bring brands vital information related to consumer preferences and expectations. Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey!
The DiJulius Group
AUGUST 18, 2023
Think about the last time you made someone’s day. It could have been something so simple, but it was clearly a surprising “wow” moment for the other person, leaving a positive impression on them. Yet, at the end of such a day, who feels the best? The day-maker does. And that is exactly what the. Read Full Article The post Want to Boost Employee Engagement?
C3Centricity
AUGUST 15, 2023
Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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IntouchInsight
AUGUST 14, 2023
Loyalty programs can take many forms. From a punch-card style program where customers eventually get an item after a certain number of purchases to subscription-based models where members get exclusive perks. But across each model, the consistent theme is additional value for customers.
BirdEye
AUGUST 18, 2023
Starting September 1, mobile carriers will block business texts from unregistered numbers. As per new regulations, businesses must be 10DLC registered to send text messages. Picture this: You plan to send your customers a new product announcement text. You hit “send,” but suddenly, you find yourself stuck in a whirlwind of deliverability issues, delays, and frustrating blocks.
The DiJulius Group
AUGUST 13, 2023
Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results.
ShepHyken
AUGUST 18, 2023
This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. He writes about how AI technologies support customer satisfaction and employee well-being. In today’s fast-paced business landscape, providing exceptional customer service is paramount to the success of any organization.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
IntouchInsight
AUGUST 16, 2023
Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.
Magellan Solutions
AUGUST 17, 2023
Artificial intelligence (AI) has emerged as a revolutionary technology in video production, where videos are essential to communication. The demand for AI video editing tools has dramatically increased. Content creators work to produce top-notch videos that engage their consumers. Video editing app has become increasingly vital in various fields, such as: Marketing Entertainment Education Social media (Youtube channel, Instagram, Facebook, etc.
Blueshift
AUGUST 16, 2023
In the midst of budget cuts and the rising costs of paid media channels, the pressure to make every marketing dollar count is increasing. This challenge is further compounded by the death of the third-party cookie, making it more difficult to track users and serve highly relevant ads. Luckily for marketers, a practical solution already exists: their first-party data.
kommunicate
AUGUST 18, 2023
Last Updated on August 18, 2023 Product adoption, Engagement and Retention are three key ingredients in growing a business, especially one through the Product-Led Growth Model. If you want to succeed, you need to score high in each of these departments. Chatbots can be pivotal in scoring here, and we are going to tell you [.] The post Chatbots Propelling Adoption, Engagement and Retention in Product-Led Growth appeared first on Kommunicate Blog.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Bill Quiseng
AUGUST 16, 2023
QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people. COMMUNICATE openly, transparently, interactively, frequently, and continuously any information that your people need and want to know.
Beyond Philosophy
AUGUST 12, 2023
I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimations.
eglobalis
AUGUST 16, 2023
Experience management – why your EX is the stress test for your CX The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.
SurveySensum
AUGUST 18, 2023
Think of some companies that you stopped doing business with because of their terrible customer service and the amount of effort it took on your part to do a simple task. You probably have a dozen on your mind. It can be multiple businesses- from a simple dry cleaning service that doesn’t understand the meaning of ‘rush order’ to a simple video subscription service whose customer service reps seem to be living under the rock.
Advertiser: ZoomInfo
In this eBook, we’ll run through real-world examples that show how RevOps teams can benefit from modern solutions for the access, management, and activation of their GTM data. Whether you need to improve lead response times, boost adoption of core tools, improve lead qualification, or target and automate your GTM motions, you’ll find examples of how revenue teams are solving some of the toughest problems in modern business.
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