Brandwatch CX
OCTOBER 31, 2023
The purpose of undertaking customer analysis as part of a business plan is to examine the consumers most likely to purchase your product or service in-depth. Brands can establish different groups of customers and the needs of those customers. By understanding what motivates them to make a purchase, brands can build their business around providing solutions to those needs.
SAP Customer Experience
OCTOBER 30, 2023
In today’s accelerating and increasingly interconnected business world, enterprises are constantly seeking innovative ways to improve their operations and drive profitable growth. A key challenge many organizations face is gapping the siloed nature of their finance processes and connecting them to a single value chain from the commercial processes all.
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SurveySparrow
OCTOBER 30, 2023
Are you someone who loves to get lost in the maze of numbers, or are you like me, who wonders (daily!) how experts make sense of the chaos? If you’re the former, you might have heard about factorial analysis and might be here for the thrill of it. But if you’re the latter, worry not; I was there once too. This blog will deal with all that you need to know about factorial analysis: meaning, types, how to conduct it, and even the best practices you need to follow!
Experience Investigators by 360Connext
OCTOBER 31, 2023
Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.
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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.
Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
Eptica
NOVEMBER 3, 2023
Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site.
eglobalis
NOVEMBER 1, 2023
How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.
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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
IntouchInsight
OCTOBER 30, 2023
At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
BirdEye
OCTOBER 31, 2023
If you want more people to choose you over your competitors, your online presence is the key. Even brands that primarily conduct business in person need to be digitally visible and available. According to our research: 78% of consumers are highly or somewhat unlikely to select a local business with a poor reputation. 68% of the time, consumers research a local business before making a purchase.
Blueshift
OCTOBER 31, 2023
Have you stocked up your candies yet? With the air turning crisp and the smell of pumpkin spice filling the cafes, let’s get on our cozy vests this fall and brew up some frighteningly good marketing ideas that will be a treat for your customers! According to NRF, Halloween spending is forecasted to reach a staggering 122 billion this year. While it’s a common notion that this spooky holiday primarily caters to kids, it’s intriguing to note that adults are equally enthusiastic, as evi
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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Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
BirdEye
OCTOBER 31, 2023
Names have power. When you hear “Apple,” you probably think of innovation, sleek design, and cutting-edge technology. When you hear “McDonald’s,” you think of fast food, golden arches, and the familiar taste of a Big Mac. And when you hear “Coca-Cola,” you think of refreshment, the iconic red and white logo, and the unmistakable taste of a classic soda.
SAP Customer Experience
NOVEMBER 2, 2023
Greetings SAP Community! Welcome to another blog post presenting a new learning asset created for the SAP Customer Experience Solutions portfolio. This time is a brand new series of four Live Sessions: Meet SAP Customer Experience Solutions. Background Context Beginning with SAP Customer Experience Solutions can be tough if you.
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
SaleMove
NOVEMBER 3, 2023
Generative AI is here to stay: We asked Jay Choi, Chief Product Officer, how Glia is looking to implement this new disruptive technology. The post Interactions with Generative AI: Q&A with Jay Choi on Gen AI appeared first on Glia Blog | Digital Customer Service Explained.
ShepHyken
OCTOBER 29, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers.
BirdEye
OCTOBER 30, 2023
Local social media marketing is a game-changer for small business owners. Do you know why? Because it increases your business’s visibility to potential customers in your area, thereby establishing a solid local presence. A strong local presence means easy yet powerful word-of-mouth marketing , positioning you as the most trusted brand. A lot goes into building a strong and sustainable strategy to make your local business stand out.
Kate Nasser
OCTOBER 29, 2023
Your people skills blunders w/ others happen when your ego trips and sinks you. Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com.
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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,
Beyond Philosophy
OCTOBER 28, 2023
When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making.
CSM Magazine
NOVEMBER 3, 2023
Karl Brough, General Manager for the U.K. and South Africa at Foundever, explains why a strong BPO partnership is integral to success. Over the past 30 years, there’s been a significant evolution in client and customer needs and as we approach 2024, it is apparent to all industry leaders that our role as outsourcers has become one of a trusted partner to companies.
2020 Research
NOVEMBER 2, 2023
Concept testing is an invaluable tool for your company, especially as you gear up to launch a new product or service. By engaging with your target audience during the development phase, concept testing enables you to harness valuable insights and shape your ideas based on direct customer feedback. This elevates your chances of delivering products, messaging, and advertisements that truly meet your customers’ needs and expectations.
Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
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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.
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