InMoment XI
JANUARY 4, 2024
It can be argued that the customer experience is more important in retail than any other industry. With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today.
ShepHyken
JANUARY 3, 2024
Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them.
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Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.
InMoment XI
JANUARY 3, 2024
If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.
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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.
ShepHyken
JANUARY 2, 2024
Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JANUARY 2, 2024
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.
Totango
JANUARY 3, 2024
As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.
Beyond Philosophy
JANUARY 4, 2024
It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona
Comm100
JANUARY 2, 2024
Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.
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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
The DiJulius Group
JANUARY 3, 2024
Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm.
Optimove
JANUARY 3, 2024
Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Successful marketers always keep their eyes on the horizon. While 2024 has just begun, now’s the time to look ahead if you want to thrive in 2025. This is a checklist to make sure you stay ahead of the curve. The Big Picture: In this post, we explore 14 strategic imperatives for success in 2025, based on the trends we’re currently seeing in 2024.
Middlesex Consulting
JANUARY 3, 2024
In the early days of your current job, you decided which metrics to track. You expected that as your graphs improved, your customers, stakeholders, or higher-ups would see and appreciate significant increases in the value they received. At the start of each new year, you gathered your team for “the annual meeting,” where you displayed […] The post Innovative Metrics Can Be Both Good and Bad appeared first on Middlesex Consulting.
ShepHyken
JANUARY 1, 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. 13 Tips For Responding To Negative Feedback On Social Media by Forbes Communications Council (Forbes) No matter what type of business you run or how well you run it, it seems no business is safe from negative comments on social media.
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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Cyara
JANUARY 4, 2024
Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey. Industries are putting lots of focus on simplifying the customer experience. But while the customer may have an easier and more seamless journey, contact center management may not.
Optimove
JANUARY 2, 2024
Re-engage your churned customers with this guide Download Now Why it Matters: Web push, a potent channel in multichannel marketing, plays a pivotal role in engaging both active and churned players. Through timely and personalized communication, marketers can leverage this impactful tool to rekindle player interest and bolster ongoing player engagement.
SaleMove
JANUARY 5, 2024
Change management in your contact center is a lot like keeping a New Year’s resolution: Here’s a few handy tips for both. The post Keeping Your New Year’s Resolutions appeared first on Glia Blog | Digital Customer Service Explained.
SAP Customer Experience
JANUARY 3, 2024
In the ever-evolving landscape of customer relationship management (CRM), businesses are turning to cutting-edge technologies to streamline processes and enhance customer interactions. One such groundbreaking innovation is Generative AI in business context, which brings a new level of intelligence and increased productivity for Sales Representatives and Service Executives.
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
SurveySensum
JANUARY 5, 2024
A fitness app team was analyzing its user interactions. Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. Here’s what they did – They updated the app’s navigation, featuring workout plans and nutrition advice. Content related to these topics was enriched, providing in-depth guidance and tips.
Gainsight
JANUARY 4, 2024
Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Customer Education is an impactful way to set up a rock-solid foundation for customer outcomes, and Popmenu has embraced this by providing an extensive resource hub for its customers.
Lithium
JANUARY 2, 2024
Happy New Year Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
CSM Magazine
JANUARY 2, 2024
In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. Many casinos go out of their way to make their high rollers happy. These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends.
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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,
SAP Customer Experience
JANUARY 3, 2024
Introduction SAP Commerce Cloud proposes a default stock level management strategy that fits in most of the cases. When business team wants to deviate from this standard, some difficulty can appear and often platform performance is impacted. This article will explain what’s standard and what’s the philosophy behind. Then, you.
ChurnZero
JANUARY 4, 2024
It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts. Every investment dollar is harder to obtain, and CS leaders and their teams face more pressure than ever to deliver results. “2024 will continue to see the chief
Magellan Solutions
JANUARY 5, 2024
Reliable support is vital for success in today’s evolving business landscape. 24/7 support services become necessary for sustained success as we navigate the complexities of customer demands. Imagine a world where customers are satisfied, operations run smoothly, and interactions are seamless. The need for steadfast 24/7 service availability across time zones grows stronger.
SurveySensum
JANUARY 4, 2024
There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. Questions about its relevance and significance echo in boardrooms and strategy sessions. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. But here’s the catch – it’s not a one-size-fits-all solution.
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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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