Sat.Mar 16, 2024 - Fri.Mar 22, 2024

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Unveiling Integrated CX Part 2: Richest Insights for Transformative Results

InMoment XI

True excellence in CX demands a transformative strategy that seamlessly integrates across the organisation. That’s where InMoment steps in, offering a simplified pathway to success with our Integrated CX approach: Strongest Signals, Richer Insights, and Smarter Actions. Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth.

Insights 260
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Leveraging Customer Service Survey Questions to Boost Your Support Strategy

Retently

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.

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Top 5 Customer Service & CX Articles for Week of March 18, 2024

ShepHyken

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. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

2024 69
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Customer Centric vs Focused: Benefits & Examples | Alida

Alida

Table of Contents: Product Centric vs Customer Centric What is a customer focused approach? What is the impact of customer centricity vs customer focused? 3 Customer Centricity Examples Adding A Customer Centric Strategy to Your Business Further Reading I was recently asked about the difference between customer focused and customer centric. For many people, these two terms are almost interchangeable, but if you dig into the literature and advice, there are some subtle but important differences.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Hyper-Personalization: The Future of Customer Experiences

CX University

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. One such approach that is gaining traction is hyper-personalization. This cutting-edge strategy goes beyond traditional personalization techniques that you may be using now by leveraging advanced technologies to create highly individualized interactions that cater to the specific needs and preferences of each customer.

More Trending

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Empower Your Customers: Self-Service Solutions with TeamSupport Software

Team Support

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it! Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business.

Demo 40
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Customer Bonding: To Maximize Customer Lifetime Value

Kapta Customer Success

Looking for ways to increase customer retention and lifetime value? Read our blog to learn what customer bonding is and how it helps increase customer lifespan.

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Making the Most of Genesys and Salesforce: Where to Direct Your Customer Channels

VDS

Choosing the right tools for customer service and sales can be confusing. Many businesses use Genesys and Salesforce but aren’t sure which platform is best for different types of customer interactions. This guide aims to clear up that confusion. Understanding Genesys and Salesforce: Genesys is great for managing direct conversations with customers, like calls, live chats, and messages, because it helps you connect customers with the right help quickly and smoothly.

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Supporting All Talent to Thrive This Neurodiversity Week

CSM Magazine

Neurodiversity Week marks an important time for us to celebrate the diverse range of neurological differences that enrich our workplace and communities. Organisations have so much to gain from embracing neurodiversity. Not only can a company create a richer, more inclusive culture, but also unlock a wealth of innovation, creativity, and problem-solving abilities within teams.

Culture 52
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The 2023 Verint Experience Index: Retail

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

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Top trends for ag lending in 2024: Interest rate dynamics, Farm Bill Impacts, and changing borrower demands

West Monroe

As we move further into 2024 and the spring growing season for production agriculture kicks off, the ag sector has an eye pointed toward the potential headwinds expected throughout the remainder of the year. From a financing perspective, ag lenders are facing similar challenges as the financial services sector with interest rate uncertainty, demand for technology investments, and potential macro disruptors to the markets.

2024 52
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Download the eBook: Can Tech Help Battle Problematic Gambling? 

Optimove

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: March marks Problem Gambling Awareness Month in the US. It aims to raise public awareness about problem gambling and advocate for prevention, treatment, and recovery services. Tech can contribute to mitigating problem gambling. Understanding tech’s role in identifying and preventing unhealthy behavior is key.

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Why AI is a Necessity for Retail Marketers

Braze

It’s no surprise that AI’s time is now, and that’s especially true for retail and eCommerce brands. Here’s how artificial intelligence can reduce the time and skills needed for campaign management and data analysis, and free up more time for strategy and creativity.

Retail 52
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NARUC Winter Summit 2024: 2 Things Needed to Scale VPPs Beyond Pilots

Uplight

At the end of February, Commissioners, utility stakeholders, and energy industry stakeholders came together from across the nation to discuss energy policy at the National Association of Regulatory Utility Commissioners (NARUC) Winter Policy Summit. A veritable who’s who of industry thought leadership, there could be no better setting to nerd out about energy policy.

2024 52
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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How to Market Your Sustainability as a Brand in 2024

Brandwatch CX

Make the most of your sustainability efforts by marketing them to our customers properly. Here are some tips on how you can do just that.

2024 52
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GenAI Drives The Narrative, But A More Confident Tech Economy Is The Real Story Beyond The Q4 2023 Tech Services Earnings

Forrester's Customer Insights

Last week, we issued our analysis of the Q4 2023 earnings announcements of large public technology service providers. Our takeaways? First, tech service providers grew much slower in 2023 than in 2022 signaling a belt tightening in technology spend. But providers project faster growth in 2024 fueled by core transformations and investments in AI.

2023 32
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TikTok’s Influence On Young Voters Makes It A Threat To US Democracy And An Asset To Marketers

Forrester's Customer Insights

New legislation just passed in the US House of Representatives signals that TikTok regulation is coming. The core argument made by US lawmakers centers around US user data making its way into the hands of the Chinese government. There’s another issue at hand, however: TikTok’s influence over young US voters.

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How Beauty Brands Can Bolster Their Website To Boost Their DTC Business

Forrester's Customer Insights

We reviewed 26 beauty brand websites to compare their direct-to-consumer strength and glean best practices for long-term success.

Brands 26
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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