InMoment XI
MARCH 5, 2024
Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases.
CSM Magazine
MARCH 5, 2024
In today’s world, where data holds importance, businesses of all sizes must collect and analyze data to gain valuable insights into customer behavior, market trends, and operational efficiencies. However, with a range of data collection methods, it can be daunting to determine which ones are most suitable for your business’s unique needs.
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SurveySensum
MARCH 6, 2024
Businesses have yet to be known to thrive out of sheer luck. We might see a business and think ‘That is got to be luck’ but no, the grass is greener on the outside. Multiple metrics are considered that help shape the success of businesses. For example, these are some of the key metrics: businesses keep track of the visitors to their website and their interactions on the page – how many bounced off the page, at what point of the page they left, and from what keywords they get converted fro
Zonka Feedback
MARCH 5, 2024
What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score. It tells you the specific aspects of your product, service, or brand experience that are driving satisfaction or dissatisfaction.
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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.
Retently
MARCH 5, 2024
Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
MARCH 5, 2024
There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.
BlueOcean
MARCH 7, 2024
Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.
ShepHyken
MARCH 5, 2024
In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.
Beyond Philosophy
MARCH 7, 2024
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: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
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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
Experience Investigators by 360Connext
MARCH 5, 2024
Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values.
Comm100
MARCH 6, 2024
The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.
ShepHyken
MARCH 4, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve?
Zeisler Consulting
MARCH 5, 2024
I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general. As he was putting it, while working on a project, if you’re getting push-back from someone you’re working with, think hard about whether that person is simply gate-keeping or actually even has the permiss
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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Braze
MARCH 7, 2024
Understanding and fostering customer loyalty is crucial for brands. With customers belonging to multiple loyalty programs, retention has become a new challenge. Brands need to earn loyalty by building trust, deepen it through personalized experiences, and spread it via community-based growth.
BirdEye
MARCH 4, 2024
Your brand’s online success depends on the platforms you choose to engage with your audience. According to a survey conducted by Birdeye, a staggering 87% of consumers consider Facebook to range from “pretty important” to “mission-critical” in their decision-making processes. This social media statistic is not just a number; it highlights Facebook’s significant role in shaping consumer choices.
Brandwatch CX
MARCH 4, 2024
How did consumers feel about the top 10 most-watched Netflix shows in 2023? Discover consumer sentiments and opinions in our latest research.
SaleMove
MARCH 8, 2024
To serve customers and members efficiently and effectively, agents must be set up for success. Here’s how to do it with a seamless agent experience. The post Tooling Up for Success: Unleashing Representative Efficiency with Glia Workzone appeared first on Glia Blog | Digital Customer Service Explained.
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
Braze
MARCH 5, 2024
Top marketing professionals reveal winning customer engagement processes that deliver better business results, greater efficiency, and stronger customer relationships.
BirdEye
MARCH 4, 2024
With a vast user base, Facebook stands out as a primary choice for connection and discovery for many. Highlighting its significance, a recent Birdeye survey revealed that 87% of respondents consider Facebook to be crucial or even mission-critical to their goals. This social media statistic is a testament to Facebook’s unrivaled position as the go-to platform for reaching and engaging with your target audience in meaningful ways.
ShepHyken
MARCH 4, 2024
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. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!
SurveySensum
MARCH 8, 2024
Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 million in 2020, and you can expect to see that grow at a CAGR of 8.8% and reach $1.7 billion by 2030.
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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,
Braze
MARCH 6, 2024
We sat down with Nacho Fiore, CRM Automation Sr Manager at Rappi, to discuss the top three trends shaping customer engagement in 2024.
BirdEye
MARCH 5, 2024
In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends. Following this, when Birdeye conducted a survey, we found an interesting fact: 81% of businesses manage social media at the corporate level.
Genroe
MARCH 7, 2024
Transform healthcare with NPS insights: Engage patients, optimize care, and boost loyalty. Your guide to patient-centric excellence. The post Elevating Patient Experience: Net Promoter Score in Healthcare appeared first on Genroe | Customer Experience | Net Promoter Score.
Team Support
MARCH 7, 2024
In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.
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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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