Sat.May 25, 2024 - Fri.May 31, 2024

article thumbnail

Enhance Your Survey Data Collection with File Upload Questions

SurveySensum

Have you ever faced an issue that was hard to explain in words alone? Traditional survey questions can capture basic details, but what if you need to show a screenshot of an error, upload a log file, or share a video of the problem occurring? This is where file upload questions come in. They allow users to provide visual evidence, detailed logs, or step-by-step recordings, offering a richer and more precise understanding of the issue they’re experiencing.

article thumbnail

Choosing the Best Text Analysis Software for Your Business

InMoment XI

In a business landscape that has become digital-first, where consumers’ expectations can change overnight, it has never been more important to the success of your business to be able to understand and leverage data. One of this environment’s most challenging yet rewarding aspects is making sense of unstructured text data such as online reviews or customer emails.

Insiders

Sign Up for our Newsletter

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

article thumbnail

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

eglobalis

A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.

article thumbnail

Deep Dive into Automated AI Modeling: Unlocking Visual AI in Customer Service

TechSee

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

article thumbnail

3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

article thumbnail

NOW is the time for our Customer CARE Revolution!

Bill Quiseng

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.

More Trending

article thumbnail

[Experience Action Podcast] Setting Clear and Actionable Customer Experience Goals

Experience Investigators by 360Connext

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives.

article thumbnail

Customer Service Coaching: How to Develop, Motivate and Retain Your Employees

CSM Magazine

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

article thumbnail

The Cost of Surprising the Customer

ShepHyken

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

Hotels 91
article thumbnail

Interactions and Kyndryl Partner to Deliver Craveable IT Support Experiences

Interactions

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

article thumbnail

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!

article thumbnail

HIPAA-compliant healthcare webchat tools: Find the best fit for your practice

BirdEye

Many healthcare businesses face the challenge of converting prospective inquiries into regular patients. Even with top-notch facilities and excellent doctors, success isn’t guaranteed. The major challenges include standardizing care, enhancing patient engagement, and understanding the factors that drive patient loyalty. One effective solution is to implement healthcare-oriented webchat systems, which can help overcome these challenges and improve patient conversion rates.

article thumbnail

System problems and policy problems

Zeisler Consulting

I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework , I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. After all, as I’ve written previously, CX is really just an excuse to do Process Engineering , right?

article thumbnail

Top 5 Customer Service & CX Articles for Week of May 27, 2024

ShepHyken

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 comments about each article and would like to hear what you think too. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

2024 75
article thumbnail

How to set up a customer education program from scratch 

ChurnZero

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

Feedback 107
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

The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes

Beyond Philosophy

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

Culture 88
article thumbnail

158: Interviewing for Customer Service Rockstars

The DiJulius Group

Have you ever met someone whose mere presence lights up the room? That’s the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how happiness and attitude play a. Read Full Article The post 158: Interviewing for Customer Service Rockstars appeared first on The DiJulius Group.

article thumbnail

How to be “The One” for customers: New survey reveals the secrets

BirdEye

Finding “The One” can be difficult. Some people use an app, some wait to run into the right person, and sometimes you can find them on Google. That’s right, we’re not discussing the romantic “One.” Instead, today, we’re exploring the quest for ideal local service providers using data from a recent research survey conducted by OnePoll on behalf of Birdeye.

article thumbnail

Cross-Channel Customer Engagement is Rapidly Evolving and So Should Your Brand

Braze

A survey of 1,900 global marketing leaders reveals opportunities for brands to create an exceptional cross-channel experience that drives revenue and retention.

Brands 99
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

The presence of purpose – Part 2

Customer Enthusiast

I was talking with my daughter about a friend of hers who had applied to work at the reception desk of a local health club. Her friend anxiously rehearsed the organization’s mission statement in order to recall it during her job interview.

article thumbnail

How to unleash the power of Social Influence on Customer Buying behaviour

Beyond Philosophy

A Master Class Part 3: Unlocking The Psychology of Customer Experience 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: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

article thumbnail

Recruitment and Hiring Strategies: Why it is Time to Create a Recruitment and Hiring Experience

The DiJulius Group

Why it is time to Create a Recruitment and Hiring Experience *The following recruitment and hiring excerpt is from our new book, “The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth” So many businesses appear desperate when understaffed, making them less attractive to potential candidates and top talent.

article thumbnail

How to Write a Customer Service Value Proposition

CSM Magazine

A well-crafted customer service value proposition can set your company apart, attracting and retaining loyal customers. But what exactly is a customer service value proposition, and how can you write one that resonates with your audience? This guide will walk you through the steps to create a compelling customer service value proposition tailored to your business needs.

article thumbnail

What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

article thumbnail

The presence of purpose – Part 1

Customer Enthusiast

I routinely ask groups of managers, by a show of hands, how many would consider themselves to be a purpose-driven leader at work. I see a lot of hands. Next, I ask how many would consider themselves to a values-driven leader at work.

article thumbnail

AI in CX: How to Incorporate AI in Customer Experience to Elevate Your Business

SurveySensum

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” reveals a survey by CMSwire. With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. AI isn’t just talk anymore, it’s turning out to be a strategic tool in the business realm. Businesses are already tapping into AI for smoother, faster, and more personalized customer experience.

article thumbnail

Real-Time Visibility is Closer than You Think

SaleMove

In a previous blog, we talked about how so many financial institutions aren’t implementing new CX-boosting projects due to a perceived cost and resource requirement. We also discussed how Glia’s Embedded Interaction Visualizer (EIV) goes against this notion by being surprisingly easy to implement. Today, we’re going to prove this claim by showing exactly how […] The post Real-Time Visibility is Closer than You Think appeared first on Glia Blog | Digital Customer Service Explained.

article thumbnail

How to Choose a Safe and Reliable Online Casino in Spain with the Best Customer Service

CSM Magazine

Selecting a trustworthy online casino in Spain is paramount for ensuring a secure and enjoyable gaming experience. The risks associated with gambling on unreliable sites are significant, including potential financial loss and data breaches. This guide provides essential tips for choosing a legal and safe online casino in Spain, highlighting the importance of licensing, regulation, and user reviews.

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