InMoment XI

NOVEMBER 23, 2021

This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. Physical and online shopping experiences are significantly different, so you need to collect and analyze feedback from both channels.

Retail 529

Retail Customer Journey Touchpoint Brands 529

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

AUGUST 10, 2023

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Experience Investigators by 360Connext

APRIL 11, 2023

We toss it around when discussing products, describing them as “high quality” or lacking it altogether. ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Who the heck cares about your product?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 80

Article 2024 Customer Service Government 80

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). Enhancements include: VOICE: Customers can now enable step-by-step voice instructions on every Digital Instructor.

2024 52

2024 Download Contact Center Demo 52

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 76

Article 2024 Customer Service Government 76

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

Omnichannel 52

Omnichannel Fashion Events Culture 52

CSM Magazine

APRIL 25, 2024

With the advent of digital technology and social media, customer expectations are higher than ever. Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. Maintaining a Strong Online Presence In the digital age, an online presence is crucial for attracting customers.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Seamless experiences 5.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Retently

APRIL 18, 2024

Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Having in-app NPS surveys that are tailored for mobile ensures a smoother user experience. Let’s get started. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Gainsight

APRIL 8, 2024

With teams being downsized and CSMs being held accountable for more, the role of how digital motions come into play is more crucial than ever. to Digital CS , drawing insights from research analysts and industry thought leaders. The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving.

Customer Success 52

Customer Success Engagement Customers Insights 52

West Monroe

APRIL 9, 2024

With the ability to focus on the member experience and provide higher interest rates, credit unions can continue providing value despite ongoing uncertainty in the macroenvironment. They must determine where they are ahead or behind in terms of member experience and segments.

2024 52

2024 Banking Financial Consumers 52

ShepHyken

JULY 31, 2023

Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short.

Interaction 118

Interaction Contact Center Connections Leadership 118

West Monroe

FEBRUARY 19, 2024

Utilities have responded by starting to embrace digital as a permanent and valuable transformation. Though a handful have momentum when it comes to embracing digital, utilities as a whole have embarked on a relatively limited set of use cases and only just started to capture the benefits from digital.

Innovation 52

Innovation Financial Roadmap Culture 52

ShepHyken

MARCH 6, 2023

It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. What is customer-led growth?

Feedback 125

Feedback Contact Center Customer Centricity Customer Satisfaction 125

Totango

JANUARY 2, 2024

Christina started the conversation by sharing how, for CDK – a software solutions provider that helps automotive dealerships improve customer experience – data visibility and understanding how their products deliver business outcomes for their customers continue to be the main challenges for her team.

Customer Success 99

Customer Success Customer Journey Mapping 2024 Automotive 99

Retently

MARCH 5, 2024

Key Takeaways Expressing gratitude for both positive and negative customer feedback is essential for maintaining strong customer relationships and reflects a brand’s commitment to customer satisfaction and service improvement. When people feel appreciated, they experience a sense of belonging.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

West Monroe

APRIL 22, 2024

Payer organizations are facing daunting challenges: rising costs, labor shortages, and heightened member demands for digital services. Prioritizing funding for products facilitates seamless workflows, enhancing experiences and data accessibility across the organization. Download the full findings now.

Healthcare 52

Healthcare Download ROI Technology 52

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Bill Quiseng

FEBRUARY 7, 2024

It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do. Customers pay for their experience, not your product or service.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

CSM Magazine

MARCH 13, 2024

Quick Response (QR) codes have emerged as a convenient bridge between offline and online customer experiences. Retail businesses and service industries are now using these pixelated squares to provide exceptional service to their customers in innovative and efficient ways. Let’s take a look.

Customer Service 52

Customer Service Loyalty Programs Automotive Retail 52

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Connected Digital CX.

Technology 78

Technology Contact Center Customer Service Social Media 78

BirdEye

MARCH 6, 2023

Digital customer experience has become one of the most critical factors in building a successful business. With the majority of customer interactions happening online, local brands and businesses must ensure that their digital presence is up-to-date, easily accessible, and user-friendly.

Healthcare 98

Healthcare Automotive Hospitality Workshop 98

CSM Magazine

APRIL 5, 2024

In today’s dynamic digital environment where both quality and agility are critical, it is crucial to strike a balance between the two. Delivering high-quality products and services has become paramount for businesses to stay competitive.

Customer Satisfaction 52

Customer Satisfaction User Experience Innovation Marketing 52

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. This digital revolution presents a unique set of challenges, from navigating complex virtual worlds to meeting the heightened expectations of tech-savvy consumers.

Customer Service 52

Customer Service 2030 Apparel Interaction 52

Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

Competitive Advantage 52

Competitive Advantage Leadership Webinar NPS 52

CSM Magazine

MARCH 22, 2024

Yet, there are things you can do to make sure your long-term customers don’t slip through in search of a better interest rate and more accessible financial products. The Blueprint for User-Friendly Credit Solutions Today’s customers want a service so streamlined that it feels like second nature.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

ShepHyken

DECEMBER 9, 2022

And in today’s digital age, customer service is now more important than ever before. In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. Consistently work to improve the customer experience . What are brand expectations?

Customer Journey 122

Customer Journey Brands Contact Center Sales 122

BirdEye

DECEMBER 8, 2023

Top corporate reputation management service providers Measuring the effectiveness of your corporate reputation management FAQs about corporate reputation management Transform your corporate reputation management strategy with Birdeye What is corporate reputation? Go Fish Digital 8. Do people think they’re getting their money’s worth?

Management 116

Management Social Media Brands Consulting 116

CSM Magazine

NOVEMBER 14, 2023

I recently had the privilege of speaking at the Unleashing Digital Customer Experience conference in Amsterdam. This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX).

Technology 52

Technology Innovation Touchpoint Interaction 52

ReviewTrackers

MARCH 31, 2021

Specifically, they can make two major changes to the way they present, offer, and market products and services. In other words, to truly stand out from the competition and retain customers, insurers must look to offer more value and a simpler customer experience. Create a product “ecosystem”. Expand your digital efforts.

Insurance 123

Insurance Customer Retention 2017 Transportation 123