Lumoa
OCTOBER 15, 2023
How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries.
Playvox
OCTOBER 20, 2023
In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences.
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Optimove
OCTOBER 18, 2023
Black Friday, the annual shopping extravaganza, isn’t just about snagging great deals. It’s also a treasure trove of marketing wisdom. Drawing on exclusive data collaborations with industry leading B2C brands, Optimove has unearthed valuable insights over the past three years that can elevate your marketing game during this critical sales period.
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.
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
InMoment XI
OCTOBER 17, 2023
As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
BlueOcean
OCTOBER 17, 2023
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.
Bill Quiseng
OCTOBER 18, 2023
QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.
InMoment XI
OCTOBER 19, 2023
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.
Experience Investigators by 360Connext
OCTOBER 17, 2023
”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.
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.
ShepHyken
OCTOBER 17, 2023
“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.
Comm100
OCTOBER 17, 2023
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.
InMoment XI
OCTOBER 18, 2023
After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester.
COPC
OCTOBER 16, 2023
During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.
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ShepHyken
OCTOBER 16, 2023
Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.
BirdEye
OCTOBER 18, 2023
In a rapidly evolving digital landscape, local businesses face a pressing question: How can they stay relevant and meet escalating customer expectations? The answer, as revealed at the recent Birdeye View digital conference, lies in the revolutionary potential of Artificial Intelligence (AI). As consumer behavior and expectations evolve, AI emerges not just as a tool but as an indispensable ally for businesses aiming to thrive.
Heart of the Customer
OCTOBER 18, 2023
When it comes to understanding customer satisfaction, books on customer experience are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator? These books can help your business […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.
SAP Customer Experience
OCTOBER 17, 2023
Customer Experience (CX) and CRM technologies from SAP are intelligent customer experience solutions from SAP help you connect customer data, improve loyalty, and grow your business – powered by 50 years of industry expertise. Industry-tailored to meet critical business needs, intelligent CX supports end-to-end processes to help you get the.
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.
Braze
OCTOBER 18, 2023
To help brands dig deeper into what's possible for customer engagement with the right technology at their fingertips, Braze brought together more than 70 speakers—including thought leaders, senior executives, innovative marketers, and customer engagement subject matter experts—at our annual Forge…
BirdEye
OCTOBER 16, 2023
Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.
Totango
OCTOBER 18, 2023
It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.
SAP Customer Experience
OCTOBER 16, 2023
The third cycle of the 2023 SAP Customer Engagement Initiative (CEI) is in full swing. The SAP Customer Engagement Initiative enables you as an SAP customer or partner, to get early insights into SAP’s product developments and directly work with the developers to define and shape future product directions. There.
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.
MyCustomer
OCTOBER 19, 2023
Podcast: The power of customer-centricity Sabine Groven Tuesday, October 24, 2023 - 07:29 Customer centricity The power of customer-centricity In the latest episode of MYC'D UP with CX Leaders, we had the pleasure of speaking with Ilenia Vidili, a customer-centricity advisor, keynote speaker, and author of 'Journey to Centricity'.
2020 Research
OCTOBER 18, 2023
During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. During the webinar, we had a lively Q&A session with our audience, but unfortunately, we ran out of time before we could answer all the questions.
SaleMove
OCTOBER 20, 2023
Financial institutions want their frontline interaction technology to enable efficiency and growth while elevating user satisfaction. Here’s how to do it. The post Time to be Cutting-Edge, Not Cutting Corners on Member-Facing Technology appeared first on Glia Blog | Digital Customer Service Explained.
delighted
OCTOBER 17, 2023
Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. Nevertheless, it can be quite challenging to pinpoint areas for improvement and identify the best strategies to achieve it. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.
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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