InMoment XI

JANUARY 4, 2024

In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. At its core, the retail customer experience encompasses every touchpoint a customer has with a brand, from the first interaction to post-purchase engagement. The retail customer experience is also a complex one.

Retail 260

Retail Customer Experience Social Media NPS 260

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Experience Investigators by 360Connext

MAY 7, 2024

As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. To succeed with AI, we need to know just enough about what’s happening, how we can get the best results, and how to protect our customers’ trust. We know you might not feel ready.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Experience Investigators by 360Connext

JANUARY 18, 2022

It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. Customer experience is more than one area, product, service or person. I like to define Customer Experience as: A mindset.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

InMoment XI

MARCH 14, 2023

That’s why InMoment hosts regular Experience Exchanges to help customer experience (CX) professionals do just that. I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. What role does Experience Improvement play here, and how?

Voice of Customer 260

Voice of Customer B2B Customer Experience Culture 260

InMoment XI

APRIL 26, 2022

Surveys are also direct insight into your customers and information about how they feel about your company, products, and services. How did your customers perceive your most recent product launch? How do they feel about your company’s social media presence? The Most Common Types of Surveys. Online Surveys.

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

CSM Magazine

APRIL 19, 2024

In today’s business world, companies are always looking for ways to stay ahead and improve how they connect with customers. One effective strategy that is gaining popularity is using Customer Experience (CX) software. This tool can make a difference in how businesses engage with customers and build connections.

Interaction 59

Interaction Engagement Net Promoter Score Social Media 59

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). The pressure is rising for businesses to step up their CX game.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. However, they operate on different levels of complexity and are best used in quite different circumstances.

Culture 124

Culture Virtual Agent Innovation Technology 124

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

TechSee

JUNE 16, 2022

Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” You can listen to Paul in this inspiring podcast , where he discusses the value of Lean Operations in a contact center environment and how it can significantly improve operational efficiencies. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. However, they operate on different levels of complexity and are best used in quite different circumstances.

Culture 109

Culture Virtual Agent Innovation Technology 109

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

CX Accelerator

APRIL 1, 2022

Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropriate level of compensation for the continued issues. If you’re new in the world of handling escalated customer issues, it’s a good idea to talk through some scenarios.

Contact Center 266

Contact Center Communication Connections Customers 266

Comm100

DECEMBER 12, 2023

This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies. From nuanced personalization powered by AI to the seamless experience of omnichannel, these trends are not mere shifts – they’re transformative forces.

2024 81

2024 Innovation Customer Service Omnichannel 81

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions. The Current State of Banking CX.

Banking 94

Banking 2023 Customer Experience Financial 94

ClearAction

NOVEMBER 14, 2022

An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job.

Employee Experience 71

Employee Experience Government Leadership Engagement 71

BirdEye

OCTOBER 11, 2023

IBM has shown that 50% of insurance customers prefer personalized digital communication to telephone- and postal-mail-based communication. Customer experience is much more than just a buzzword, especially in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

Thematic

MARCH 27, 2024

Watercare, New Zealand's largest water and wastewater utility, are responsible for bringing clean water to people and managing the waste water systems that safeguard the Auckland environment and citizen health. Rather than just limping forward, Watercare set up a cross-functional team to improve the customer journey.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Kustomer

APRIL 25, 2022

This can be accomplished by integrating a comprehensive customer experience (CX) strategy throughout their organizations. CX concerns more than just the customer service department; the most successful integrated CX strategy needs to be implemented across departments, from sales to product development. CX versus CS.

E Commerce 98

E Commerce E-support Net Promoter Score Sports 98

Playvox

FEBRUARY 13, 2024

They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. How Do You Identify Top Customer Service Talent? Do you want to increase revenue through cross-selling ? It may be time to take a closer look.

Contact Center 88

Contact Center Measurement 2022 Culture 88

Thematic

APRIL 3, 2024

By using their feedback to improve customer experience for all. By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. The best eCommerce customers have a high repeat purchase rate and leave positive comments. What’s happening?

Social Media 62

Social Media Feedback NPS Insights 62

CloudCherry

SEPTEMBER 6, 2018

Every company wishes that they could predict the future—it would make business plans so much easier and more straight-forward. Imagine sourcing for headcount, and moving forward with product improvements knowing exactly what was going to happen when you did? Human brains don’t do this very well, generally. No more crystal balls.

Definition 221

Definition 2019 NPS Financial 221

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. Journey orchestration goes beyond traditional personalization techniques. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Upstream Works

JANUARY 20, 2023

There are two main lenses through which these factors must be filtered: customer experience (CX) and agent experience (AX). CX Trend: Make it Personal A weak economy impacts everyone, so it is important for contact centers to understand how this impacts their customers.

2023 78

2023 Contact Center Consumers Technology 78

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day.

Customer Experience 71

Customer Experience Workshop Competitive Advantage Leadership 71

BlueOcean

DECEMBER 13, 2022

According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.” According to Bond Brand Loyalty’s 2022 Loyalty Report , a new variable has entered the game that changes how customers view loyalty—that the “brand is loyal to me.”

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Kustomer

JUNE 6, 2023

When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Trust plays a huge role in finance and banking.

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Retently

MARCH 20, 2024

CATI surveys improve data collection by offering immediate access to responses, reducing errors, increasing response rates through trained interviewers, and enabling the inclusion of diverse and hard-to-reach audiences. These responses are ideal for comparative analysis in follow-up surveys.

Connections 78

Connections Insights Feedback Technology 78

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. It is extremely important to take a leap of faith and reimagine how you connect, engage, and delight your audience. Customer experience (CX) has always been vital, but the digital revolution has elevated its importance.

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). It’s not just about the product or service; it’s about every interaction and touchpoint a customer has with a brand. But, how can you build and deliver great customer experiences? You love going to McDonald’s. Frustrating right?

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. In today’s competitive­ and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

Kustomer

APRIL 14, 2022

Despite the constraints, companies are having success with customer service by personalizing the experience to each individual customer. In fact, 84% of customer experience (CX) leaders predict personalization will become more important over the next three years. Personalized Customer Service Examples to Implement.

Customer Service 98

Customer Service E-support Consumers Customers 98

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. This article aims to provide actionable insights into humanizing customer feedback processes.

Feedback 52

Feedback Engagement Customer Journey Mapping Social Media 52

SurveySparrow

AUGUST 14, 2023

We’ve all been there—experienced a bad customer experience (CX) that leaves us feeling disappointed and even reluctant to return. So, what sets good CX apart from bad CX, and how can businesses turn negative customer experiences into positive ones? It includes every touchpoint and engagement.

Customer Experience 52

Customer Experience Multi-Channel Customer Centricity Loyalty 52

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Personalized support through omnichannel expands. Seventy-one percent of consumers expect companies to deliver personalized interactions.

2023 86

2023 Customer Service Omnichannel 2025 86