InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. One of the primary reasons conversation intelligence is crucial lies in its ability to enhance the customer experience.

E Commerce 260

E Commerce E-support Healthcare Multi-Channel 260

InMoment XI

FEBRUARY 25, 2022

Do companies recognize the high customer experience (CX) value of employee advocates? Employees are the key, critical common denominator in optimizing the customer experience. Very often, either directly or indirectly, they are at the intersection of customer/vendor experience. That’s my belief.

B2C 529

B2C Employee Experience Culture Touchpoint 529

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. That’s when you know it’s time to update your customer experience program.

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

InMoment XI

DECEMBER 6, 2021

I may be dating myself here, but does anyone else remember sitting in a conference room surrounded by sets of data tables and analyses so you could then manually pull numbers, read through all the comments, and manually populate reports? Boy, how times have changed! How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Technology Government 493

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

DECEMBER 13, 2022

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. Let’s take a look at how considering failure demand can help you prove ROI. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 493

ROI Call Center Return on Investment Measurement 493

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. A strategy. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. List Company Facts How long have you been in business? How many full-time employees do you have?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

JANUARY 22, 2024

Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey.

Customer Service 81

Customer Service Measurement Technology Customers 81

ShepHyken

NOVEMBER 6, 2023

Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience.

Customer Satisfaction 132

Customer Satisfaction Retail Healthcare Feedback 132

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need.

Customer Experience 95

Customer Experience Technology User Experience Customer Satisfaction 95

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Either they did not move the needle enough (how much coffee does the staff drink?)

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? But learning paths aren’t just about technology. Learning Paths, Defined.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See here for more information on how to do this.

Call Center 99

Call Center Contact Center Culture Engagement 99

ShepHyken

SEPTEMBER 25, 2023

Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. This may lead some individuals to avoid experiences where they feel obligated to over-tip. Positive experiences in one industry can shape customer expectations in others.

Customer Satisfaction 81

Customer Satisfaction Exceptional Customer Service Customer Centricity NPS 81

TechSee

MARCH 2, 2023

Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization? What practical impact can I expect based on your track record at scale? What enterprise experience does your team have in my industry? If so, how?

Roadmap 109

Roadmap ROI Technology Customer Success 109

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. How will you help my team transition to visual engagement? Consider your team culture and their technology stack.

Engagement 109

Engagement Technology Culture Omnichannel 109

ShepHyken

JANUARY 8, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms?

Customers 81

Customers Customer Satisfaction Technology Customer Service 81

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. COPC: What specific challenges or opportunities has your team faced?

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

BirdEye

SEPTEMBER 1, 2023

Join us on September 12th and 13th for Birdeye View, a free virtual event that will help you put your business at the forefront of digital customer experience. He is an expert in AI and natural language and holds patents in personalization technology. How has AI impacted how people search for and find information?

2023 104

2023 Multi-Channel Books Events 104

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Interactions

MARCH 28, 2024

There is a way to balance the need for immediate impact with the pursuit of transformative, slower-burning innovations. Transformation and Innovation: What does transformation and innovation mean in the context of CX excellence? 94% of consumers say they expect better customer service than they currently receive. The answer?

Contact Center 62

Contact Center Innovation Consumers Interaction 62

Interactions

DECEMBER 9, 2022

Specifically, the security of customers and employees. Specifically, the security of customers and employees. We know that every company does its best to hire great people. We’ve seen major brands impacted by this at a much larger scale. How do we solve this problem? How does it work?

Average Handle Time 118

Average Handle Time Contact Center 2022 Banking 118

Innovative CX

APRIL 1, 2024

We’re in love with technology until it fails us. New technologies like AI and CHATGPT combined with established ones like, CRM, IVR, WFM, CHAT, and TEXT among many others, help manage contact centers and create better customer experiences. At least, that’s what we hope technology will do for us and our customers.

Technology 52

Technology Contact Center Customer Expectations ROI 52

BirdEye

JANUARY 25, 2024

In this post, we’ll cover how automating your review sharing can help you generate buzz for your brand across social networks. How does automated review sharing work? With stats like these, it’s clear that showcasing your latest and greatest customer feedback should be a pillar of your social media strategy.

Social Media 109

Social Media Brands Multi-Channel Demo 109

CSM Magazine

APRIL 18, 2024

Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Enter CRM software – quietly revolutionizing how nonprofits nurture donor goodwill. Now, let’s explore how harnessing data in customer support can enhance nonprofit donations. Was it memorable?

Communication 52

Communication Connections Customers Metrics 52

BirdEye

DECEMBER 28, 2023

This blog covers everything you need about geofencing marketing and how to tap into local customers and establish your authority. How does geofencing marketing work? Benefits of geofencing marketing Tips for effective geofencing marketing How do you set up geofencing marketing for your business strategy?

Marketing 57

Marketing Advertising Social Media Events 57

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? What’s not as easy is figuring out how to supersize your workforce engagement strategies.

Engagement 73

Engagement Contact Center Culture Metrics 73

Interactions

MARCH 16, 2023

As technology advances, so too does customer experience (CX). Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s perception of a company.

Demo 71

Demo NPS Interaction Metrics 71

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel 2012 Customer Journey 83

BirdEye

SEPTEMBER 11, 2023

Benefits of AI reputation management for businesses How does Birdeye use AI to improve reputation management outcomes? AI-powered reputation management solutions can help you quickly understand customer sentiment, drive personalization at scale, improve response times, and reduce costs. Watch the Free Demo Now.

Management 57

Management Brand Values Demo Social Media 57

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

ROI 103

ROI Customer Experience NPS Financial 103

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Why does this matter so much? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. These concerns, along with the fact that ChatGPT does not know a company’s proprietary information, have left many business leaders with the conclusion that, while ChatGPT is fascinating, it isn’t fit for use in their business.

Customer Service 105

Customer Service Customers Customer Service Representative 2022 105