InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. Why are Healthcare Contact Centers Important? Why Does Healthcare Need Contact Centers?

Contact Center 260

Contact Center Healthcare Insurance Social Media 260

InMoment XI

MARCH 25, 2024

Organizations should take a closer look at predictive analytics examples to discover the myriad of ways that data and artificial intelligence (AI) can power more personalized customer experiences and enhance brand loyalty and customer retention. It’s an opportunity that your company can capitalize on today.

Customer Experience 260

Customer Experience Social Media E Commerce Retail 260

InMoment XI

NOVEMBER 30, 2023

Your company’s reputation is arguably more important than your product or service. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. What is Brand Reputation Management?

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

DECEMBER 19, 2022

To understand your customers and to get the most out of what they’re telling you, your survey design strategy needs to be spot on. Missing Information: Respondents don’t have the opportunity to leave feedback in their own words on what went well and what could be improved. How will I act on this feedback?

Touchpoint 493

Touchpoint Feedback Workshop Customer Journey 493

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

InMoment XI

FEBRUARY 12, 2024

In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze. However, creating an integrated CX program can make this easier than you might think. In short, integrated customer experience is an anti-siloed CX strategy.

NPS 260

NPS Net Promoter Score Effort Score ROI 260

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

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. When you deliver experiences that customers love, they won’t hesitate to vouch for you. All you have to do is ask.

Brands 260

Brands Feedback Sales Consumers 260

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Customer Experience 143

Customer Experience Social Media Customer Journey Interaction 143

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. Here are a few ideas to explore the benefits, challenges, and best practices for integrating AI into your customer experience strategy. This isn’t just a CX issue.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

BirdEye

MAY 13, 2024

Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? Imagine having a crystal ball that reveals exactly what makes your audience tick. That’s precisely what audience insight tools do. Table of contents What is an audience insights tool?

Insights 62

Insights Social Media 2024 Multi-Channel 62

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each touchpoint is an opportunity to show who you are to customers. And for good reason! What is a Touchpoint?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. Getting there will require a broader perspective on service.

Customer Service 202

Customer Service Customer Service Representative Contact Center Technology 202

Experience Investigators by 360Connext

APRIL 2, 2024

Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each touchpoint is an opportunity to show who you are to customers. And for good reason! What is a Touchpoint?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. If you’ve visited a newspaper website in the last year, chances are that you’ve run into at least one pop-up asking you to complete a reader survey.

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

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.’ A strategy. Customer experience is more than one area, product, service or person. ’ CX is much more than these, though. A business discipline. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Magellan Solutions

AUGUST 10, 2023

When it comes to building a strong social media presence, it’s essential to have a solid digital marketing strategy. This is especially true if you’re not only after social networking but also for brand awareness. Most marketers now use AI tools in social media to connect with their target audiences effectively.

Social Media 98

Social Media Advertising Metrics Insights 98

TechSee

OCTOBER 9, 2018

On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter to her WeWork shared office space, stopping briefly at the local convenience store to pick up her morning coffee. They demand highly convenient and fast service.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

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). If you’re reading this blog post, you are probably one of them.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Over the past two decades, numerous strategies and tools have developed.

Customer Experience 91

Customer Experience Contact Center Technology Banking 91

Magellan Solutions

AUGUST 23, 2023

AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. AI-powered predictive analytics and natural language generation have taken marketing strategies to a new level. It gives marketers time to concentrate on innovation and strategy.

Marketing 98

Marketing Social Media Advertising ROI 98

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ChurnZero

APRIL 1, 2024

CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. CSMs can keep better track of customer health and act on potential escalations thanks to the power of AI. How can we apply it to onboarding?

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

BirdEye

JANUARY 25, 2024

Reviews can also be repurposed for various channels and become one of your best marketing tools. If you can’t find the time to do this consistently, you’ll miss opportunities to tout authentic third-party validation. Reviews are the modern-day word of mouth. That’s why automated review sharing is a total game changer.

Social Media 109

Social Media Brands Multi-Channel Demo 109

SurveySensum

MAY 16, 2024

So, let’s delve deep and understand the importance of market research, how it serves as a strategic tool for businesses, and explore some important market research questions to ask customers, using the right market research tool. It gives you so much more than that. Let’s start by understanding what is market research.

Marketing 52

Marketing Insights Demo Competitive Advantage 52

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Ready to learn how a simple question can lead to big changes? Having in-app NPS surveys that are tailored for mobile ensures a smoother user experience. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? ” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

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. This blog will take you through the key live chat advantages and disadvantages that you need to know if you’re considering adopting this solution.

Customer Service Representative 94

Customer Service Representative Customer Service Communication Customer Service Strategies 94

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

CX University

MAY 6, 2024

Real-time feedback, which captures customer sentiment and insights immediately after an interaction, is a powerful tool in the CX arsenal. By leveraging real-time customer surveys, businesses can gather valuable insights and respond to customer needs in near real-time.

Touchpoint 52

Touchpoint Competitive Advantage Feedback Customer Relationship Management 52

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. Likewise for agents, if they don’t feel engaged, appreciated, or see a growth path, they too can take their talent to another organization. Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. The possibilities of utilizing AI as a tool to supplement CX practices seem plentiful.

Customer Service 52

Customer Service Contact Center 2024 Connections 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Chapters Chapter 1 What is automation in customer service?

Customer Service 77

Customer Service Technology Interaction Customers 77

BirdEye

SEPTEMBER 12, 2023

We live in times that demand every business to have some presence on at least 2-3 social media platforms. You can no longer afford not to have a social media strategy for your business. But for businesses new to this medium, knowing what works and what doesn’t can be difficult.

Social Media 104

Social Media Measurement Brands Leadership 104

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. We've put together this essential guide to analyzing customer experience data, to help you drive better business decisions and improve revenue. What is Customer Experience Analytics?

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62