Sat.Jun 22, 2024 - Fri.Jun 28, 2024

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Top 5 Customer Service & CX Articles for Week of June 24, 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. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

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How to Read the Forrester Wave for Text Analytics: A Guide for Buyers

InMoment XI

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. This software, which exists as an extension of AI and natural language processing (NLP), is used to gather insights from unstructured text data in order to make informed business decisions. If your business has reached the need to purchase text analysis software , you are more than likely comparing third-party evaluations as part of your research process.

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Optimove welcomed as associate member of European Lotteries

Optimove

CRM marketing solution provider Optimove has become an official member of the European Lotteries Association (EL). An umbrella organisation of lottery operators in Europe, EL maintains a network of industry-leading partners and nurtures opportunities for collaboration and knowledge sharing. Thanks to its admittance into the EL, Optimove will strengthen its efforts to support the implementation of the highest standards of integrity in lottery marketing and customer engagement – with responsible g

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Maximizing the Impact of Research by Focusing on Outcomes over Inputs

Alida

In this blog you’ll learn how researchers can have more impact and practical tips for driving alignment across the business.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Top HIPAA-Compliant Survey Tools for 2024: Secure Your Patient Data

Zonka Feedback

The importance of protecting the personal data of patients in healthcare cannot be ignored, as unauthorized access to such sensitive information can lead to severe consequences, including identity theft and loss of trust in healthcare providers. Therefore healthcare businesses need to be more cautious about the data of patients and ensure a high level of confidentiality and safety of such data.

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What Difference Does a Great Sales Team Coach Make?

Integrity Solutions

Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. However, there’s a big gap between this recognition of the importance of coaching and the amount of coaching that’s actually being done.

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What Can US Online Casinos Learn About Customer Service from European Casinos?

CSM Magazine

The online casino industry in Europe is more widely regulated than in the US. This regulation ensures the fair and transparent nature of online casinos on the continent. The European Gaming and Betting Association (EGBA) plays an important role. It was set up to provide standards for the casino industry, and operators registered with EGBA adhere to these standards, which include responsible gambling measures and transparent and accurate customer service.

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Emerging technologies meet familiar challenges at CCW conference

Think Customers

During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to keep up with the new online world. There, I was introduced to trade shows by attending Internet World, a sprawling event where the enthusiasm and excitement was palpable for how the internet was changing the world in real time.

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The Best AI Social Media Tools to Revolutionize Your Content

Brandwatch CX

Explore the game-changing potential of AI social media tools. Discover how to revolutionize content creation, curation, and engagement.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Data Protection and Privacy for Customer Engagement

Braze

In this guide to data protection and privacy, we’ll go over essential strategies for respecting privacy and protecting data, while also delivering an impactful, compliant, data-based marketing strategy.

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Optimove, the #1 CRM Marketing Solution for iGaming and Sports Betting, Opens its Second Latin American Office in Brazil

Optimove

Optimove, the #1 CRM Marketing solution for iGaming and Sports Betting, announced today the opening of its office in Brazil. Felipe Costa Nadalini, a senior sales executive with deep experience in the Brazilian market has been hired as the initial lead of the Optimove Brazilian office. Based in Brazil, Felipe joins the growing Optimove team serving Brazil which includes, among others, a Customer Success Management team.

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10 Essential Demographic Questions for Insightful Survey Results

Retently

Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.

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Unleash The Power Of Knowledge Management And Generative AI

Forrester's Customer Insights

To stay ahead of competition, organizations must enable seamless information-sharing across departments. But how? Learn how combining knowledge management and generative AI can unlock a new level of knowledge-sharing and collaboration in your organization.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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A Comprehensive Guide to Overcoming the Most Common Data Integration Challenges

C3Centricity

Insight development is based on gathering information, then data integration and analysis. However, organisations often find this challenging due to multiple sources, formats and time scales. Do you? Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable.

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Mid-market brokers and intermediaries will continue to drive insurance M&A

West Monroe

Along with deal-making across a number of industries, merger and acquisition deal volume in the insurance space slowed over the past several years. According to S&P Global Market Intelligence data, the number of private equity and venture capital deals, in particular, dropped 28% in 2023, as investors grappled with high interest rates. However, over one-half of the total 2023 deal value for PE-backed insurance transactions involved brokers.

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Eight Key Takeaways From Cvent CONNECT, San Antonio 2024

Forrester's Customer Insights

Attending Cvent CONNECT as a speaker earlier this month gave me the opportunity to sit in on a number of sessions, talk with the Cvent leadership team, and chat with other attendees. Here are eight of my key takeaways from the event: Events are booming.

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Enterprise Architecture: From Design-Driven To Data-Driven

Forrester's Customer Insights

A few weeks ago, my colleague Stéphane Vanrechem published a blog announcing his new landscape report for enterprise architecture (EA) tools. Pointing to it in a LinkedIn post (as we do), he made the statement that “an enterprise architecture tool is essential for achieving a successful architecture practice.

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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.