Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. In This Article: What is Customer Experience and Why Is it Important? Let’s get started.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. Customers want you to know them.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey. In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS.

Customer Success 99

Customer Success Tips Self Service Customer Journeys 99

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it. Nowadays, most people search for information online. This is a book for everyone in any position in any organization.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Why corporate reputation management is important for your business?

Strategy 116

Strategy Management Social Media Brands 116

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. In This Article: What is Voice of Customer(VoC) and Why Is It Important? We’ll say it here – It’s impossible to overemphasize how important customer feedback is. But in our digital age, receiving feedback has never been easier.

Voice of Customer 236

Voice of Customer How To Feedback Return on Investment 236

CloudCherry

JANUARY 16, 2020

We also share some personal impressions re what impacted our OWN On-boarding experiences, touch on the importance of continuing global conversations around issues of Diversity and Inclusion, and- ultimately- return again and again to the simple but transformational concept of Humanizing Business. So, what brands have wowed Stacy?

B2C 195

B2C Ecommerce B2B NPS 195

GetFeedback

NOVEMBER 7, 2019

We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

Ecommerce 249

Ecommerce Social Media Competitive Advantage Study 249

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Nearly 80% of U.S.

Brands 103

Brands Customer Experience Self Service e-support 103

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. To hear more insight from Ed on patient experience, watch our webinar, Diagnosing disruptions: De-risking decisions in health care’s digital age. . The time to improve is now. Embrace transparency.

Hospitality 247

Hospitality Retail Leadership Culture 247

NICE inContact

SEPTEMBER 26, 2019

So, what are these stand-out organizations doing that the other 76% aren’t? Let’s start by looking at why businesses are turning to AI. In fact, AI has never been more critical to a successful CX strategy – with the promise of delivering a better experience for customers who are more eager than ever to connect over digital channels.

Meeting 137

Meeting Self Service Contact Center Chatbots 137

Uniphore

JUNE 22, 2021

So, put down that annual voice of the employee survey and get ready for unreal insights gleaned straight from the rants of real call center agents. That’s quite unfortunate because your frontline staff have very important insights to share. So, we had to make their rants more entertaining. Well, at least, we tried.

Call Center 219

Call Center Self Service Social Media Contact Center 219

NICE inContact

SEPTEMBER 25, 2019

The latest results and analysis can be found in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. How important is this? Our study also found that customer satisfaction is the most popular measure of success for call centers, so a win in this area is significant. There are many benefits.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Lumoa

FEBRUARY 14, 2024

Even so, devoting time and resources to planning your CX strategy is worth the investment because giving your customers sub-par experiences is one of the most effective ways to drive them away. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Nearly 80% of U.S.

Brands 86

Brands Customer Experience Self Service e-support 86

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Nearly 80% of U.S.

Brands 83

Brands Customer Experience Self Service e-support 83

Esteban Kolsky

APRIL 6, 2022

continuing with the modern-day CX project, it is time for the question that’s in everybody’s (who cares about doing CX right) mind: why do i care? why should i change what i am doing with CX? why modern-day versus — say, golden days CX? i would like to say good question – but it is not.

CRM 78

CRM Social Media Government Customer Expectations 78

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? That’s why mastering business reputation management (BRM) is not just a smart move – it’s a requisite for your company’s success. In this blog, we will explore the world of reputation management for businesses. Yes, that’s true.

Brands 110

Brands Management Social Media Analytics 110

Win the Customer

SEPTEMBER 5, 2023

In today’s digital age, social media has become an integral part of our lives. Whether it’s sharing updates with friends and family, staying informed about current events, or discovering new trends, social media platforms like Facebook, Twitter, Instagram, and LinkedIn have transformed the way we communicate.

Social Media 59

Social Media Customer Service Competitive Advantage Entertainment 59

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Strategy Omni-Channel Social Media 78

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

Retail 97

Retail Innovation System Video 97

BirdEye

NOVEMBER 30, 2023

But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions. Table of contents Traditional vs. digital marketing for law firms How to do marketing for a law firm: A step-by-step guide Should I work with a digital marketing agency for law firms?

Marketing 111

Marketing Social Media How To Advertising 111

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken. Before Soliciting Feedback.

Contact Center 82

Contact Center Customer Journeys Feedback Tools 82

BirdEye

OCTOBER 26, 2023

This blog post delves into the discussion between Zach Watson, VP of Enterprise Sales at Birdeye and Melissa Cameron, SVP of customer acquisitions at National Storage Affiliates. The ideal feedback collection process has a digital and manual side that go hand in hand to improve the volume of review and survey responses.

Feedback 111

Feedback Customer Journeys Effort Score Survey 111

ShepHyken

DECEMBER 14, 2020

CXM) The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. Something to think about!)

Customer Service 136

Customer Service e-support Ecommerce Trends 136

SurveySparrow

JULY 27, 2023

With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. It is extremely important to take a leap of faith and reimagine how you connect, engage, and delight your audience. Customer experience (CX) has always been vital, but the digital revolution has elevated its importance.

Customer Experience 52

Customer Experience Self Service Customer Journeys Social Media 52

Beyond Philosophy

JANUARY 8, 2021

So, I left it alone, and we carried on getting milk delivered. If you fail to do so, you might unwittingly eliminate the Customer Experience’s most valuable part. I recommend you determine the value drivers for both your physical and digital experiences, both pre-and post-pandemic.

Customer Experience 179

Customer Experience Travel Consulting Customers 179

NICE inContact

OCTOBER 17, 2017

As a contact center manager, our leadership team spent months of time and resource dollars developing an updated digital portal for our customers. We rolled out the new digital portal with much hype and excitement, but were subsequently surprised by our customers’ reactions. How did we miss the mark by so much?

Customer Experience 138

Customer Experience Contact Center Study Loyalty 138

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat. What Is Live Chat in Customer Service?

Customer Experience 98

Customer Experience Competitive Advantage Chatbots CRM 98

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. Why might customer service agents be unhappy? That’s why it often feels like agents are reading from a script.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. However, digital transformation has changed the game on who is responsible for delivering customer service and how. Shep Hyken.

Customer Service 73

Customer Service Management Retail e-support 73

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. The Digital Seeker: A Guide for Digital Teams to Build Winning Experiences by Raj K. The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands by Joe Wheeler.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Bizagi

FEBRUARY 3, 2020

Are you stuck trying to deliver digital transformation? Every business and technology leader that we work with is fighting to learn about successful strategies for digital transformation. These insights are vital for today’s companies to be able to survive and thrive in the digital economy.

Technology 72

Technology User Experience Resources Connections 72

NICE inContact

JANUARY 9, 2018

We all know that in this age of digitization, however, your company’s self-service strategic plan has to consider more than just the voice channel. This post details the importance of omnichannel, and how to consider introducing AI self-service across all channels in an integrated way. But not all customers are alike.

Self Service 138

Self Service Omni-Channel Call Center Contact Center 138

OpinionLab

AUGUST 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. And with little wonder.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

NICE inContact

OCTOBER 17, 2017

As a contact center manager, our leadership team spent months of time and resource dollars developing an updated digital portal for our customers. We rolled out the new digital portal with much hype and excitement, but were subsequently surprised by our customers’ reactions. How did we miss the mark by so much?

Customer Experience 120

Customer Experience Contact Center Study Loyalty 120

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. First, we’ll examine what a SaaS QBR is and why they’ve become so important. Why Are SaaS QBRs Important?

Customer Journeys 97

Customer Journeys Net Promoter Score Meeting B2B 97