Trending Articles

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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

eglobalis

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

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Spotting Fake Reviews and How to Get Real, Authentic Reviews

InMoment XI

Fake reviews are an escalating problem for both consumers and businesses. Nearly 30% of online reviews are now estimated to be fake, and this figure keeps rising. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake.

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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

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When to Outsource Customer Support: Is Now the Time for a Pilot Program?

BlueOcean

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Bridge the Tribal Knowledge Gap With Generative AI

TechSee

One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.

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Top OCR-Driven Customer Service Innovations for Modern Businesses

Joe Rawlinson

Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty.

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Operationalize

Zeisler Consulting

I used to say that I don’t know anything about Marketing. Then I started spending a lot of time with marketers. They’re an interesting bunch, and considering that, as I like to say, Marketing and CX share two sides of the same coin—that being the Brand Promise—I’ve had many conversations as our work compliments each other. But what of that interaction; the interaction between Marketing and Customer Experience (functionally, I mean)?

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Demystifying Visual AI: Empowering CX with Sight and Intelligence

TechSee

In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? Let’s explore its capabilities and its profound impact on CX operations. What is Visual AI Visual AI , also known as computer vision, is a subfield of artificial intelligence that enables computers to interpret and understand the vis

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[Experience Action Podcast] Break Down The Silos – or Not?

Experience Investigators by 360Connext

Breaking down silos while maintaining specialization isn’t just a buzzword—it’s a necessity for a seamless customer experience. But how can companies, especially within tightly regulated industries like financial services, balance the need for specific expertise with the demand for a unified customer journey? In this episode, an insightful listener question sets the stage for a compelling exploration of cross-functional collaboration.

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Unlock the Future of Learning Growth and Retention at Cognition24!

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Unlocking Customer Loyalty and Trust with Supply Chain and Brand Transparency

C3Centricity

As consumers become more informed and discerning, the demand for brand transparency is intensifying, especially in the Consumer Packaged Goods (CPG) industry. People want to understand where their products come from, how they are made, and whether the practices behind them align with their personal values. This shift is pushing CPG companies to rethink how they manage and communicate their supply chains, transforming brand transparency into a strategic imperative.

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Top 5 Customer Service & CX Articles for Week of November 4, 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. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences.

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Voice of Customer Examples: How Different Industries Use VoC Insights

Thematic

Strip away all the fluff, and your organization's success ultimately hinges on one thing—how well your products and services meet your customers' needs, wants, and desires. But unless you actively seek and listen to what they’re saying and analyze customer behavior, your products and services will likely be out of sync with their evolving expectations.

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6 Fears of AI in Marketing and How to Avoid Them

Optimove

How AI is Transforming CDPs Download Now >> Why it Matters: It is crucial for brands to understand AI’s risks in marketing to harness its benefits without compromising customer trust and loyalty. This blog discusses what marketers should be aware of and how to proactively address AI’s most significant challenges. Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more The Big Picture : AI in marketing brings numerous advanta

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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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Enhancing Customer Experience Through Multilingual Support: The Role of Professional Translation

CSM Magazine

Today, in this globalized world, businesses of any size want to expand their reach and exploit new markets beyond borders. Being able to communicate well with customers in your customers’ mother tongues is a very important element of success in chances of entering and competing successfully in an international market. Translating one’s product information and customer service into various languages, especially languages ​​spoken by their customers, has the advantage of alleviating la

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6 Ways to Vet Gen AI Vendors for the Contact Center

Interactions

Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Nearly two years after the change that began with the public release of ChatGPT, businesses are still sorting out how to take advantage of Gen AI capabilities while limiting risk. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center.

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This Halloween, 10 Ways to Scare Your Competition and Steal Their Customers

ShepHyken

Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition.

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Understanding Non Response Bias: Cause, Impact & How To Prevent It

SurveySensum

You put in a lot of effort in creating an engaging survey. All with the right questions, launch it at the right time, through the right channels. Yet the response rate you get is lower than anticipated. Why is that? The reason is non-response bias. It occurs when respondents are unwilling or unable to respond to your surveys, creating a gap between anticipated responses and reality.

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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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The 2025 Heptagon Awards: Submit Your Nomination

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: The Heptagon Awards are back, celebrating the best in CRM marketing. Each year, the Heptagons recognize standout CRM campaigns, teams, and individuals who excel in driving customer-led growth. This year, two new award categories expand the chance to shine. For the first time, the award ceremony will be held live at Optimove Connect 2025, our premier user conference, on March 19-20 in London.

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Art in Games: How Video Games Inspire Creativity and Imagination

CSM Magazine

Video games have become much more than just entertainment. With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Today, games also have the power to develop positive skills, educate, and inspire millions of players worldwide. From creating game environments to producing fan-made content, video games are transforming the boundaries of creativity in remarkable ways.

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177: Becoming, and Excelling as, a CXO with Debi Bush

The DiJulius Group

Becoming, and Excelling as, a CXO In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to. Read Full Article The post 177: Becoming, and Excelling as, a CXO with Debi Bush appeared first on The DiJulius Group.

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The Evolving Role of AI in Customer Service with Cisco’s Anurag Dhingra

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?

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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

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Beyond First Sale: Building Brand Loyalty for Lasting Customer Relationships

SurveySensum

“Satisfaction is a rating. Loyalty is a brand.” — Shep Hyken. Brands that excel in cultivating loyalty experience 2.5X faster revenue growth than their industry peers. But what does this truly mean? Well, brand loyalty goes beyond simple recognition of your products; it’s about the profound trust and emotional connection customers have with your brand.

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Be Empowered: Elect to Be a Position-less Marketer

Optimove

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Position-less marketing empowers marketers to break free from rigid roles to reach their full potential. In an AI-powered world, marketers can elect to have tomorrow’s marketing tools today, where agility becomes an essential advantage, enabling them to drive customer loyalty and lifetime value.

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Les callbots et les voicebots rendent le support client conversationnel

Inbenta

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. Customer service is always in demand.

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Five9 Recognized as a Leader in the 2024 Gartner Magic Quadrant for CCaaS

CSM Magazine

Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The Five9 Intelligent CX Platform, powered by Five9 Genius AI, offers a range of solutions aimed at enhancing customer experiences through AI-driven interactions that lead to improved business outcomes.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.