InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. Consumers are more likely to become repeat customers if they have great experiences.

Customer Experience Management 295

Customer Experience Management Software Customer Experience Management 295

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

JULY 20, 2022

Organizations around the world are actively evaluating—and seeking to better understand—the decision-making and behavioral influence of employee and customer trust, the drivers of emotional bonding with a brand or company, and what is required to create and sustain a more valuable branded experience. Check out these must-read articles!

Brands 493

Brands B2C B2B Financial 493

InMoment XI

DECEMBER 6, 2021

And when I look back on all that, I couldn’t be more grateful for customer feedback management platforms (also known as CFM platforms). Customer experience (CX) technology has taken what used to be a days-long process and condensed it to minutes. How to Choose a Customer Feedback Management Platform.

Feedback 493

Feedback Management Self Service Conference 493

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. They need these interactions to be quick and hassle-free.

Innovation 109

Innovation How To Sports Video 109

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. Multiple customer support options.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. By combining expertise in B2B customer experience with Lumoa’s powerful platform, we can create exceptional customer experiences that drive growth. She has supported many listed B2B companies, such as Kone, Wärtsilä and Ruukki in customer experience.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone.

Abandon Rate 227

Abandon Rate Chatbots Customer Service Representative Knowledge Base 227

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

CX Accelerator

MAY 25, 2022

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. Before a customer can reach out to get support, there needs to be communication channels in place. This may be self-service, in-person, phone, email, chat, social media or text message. You may use some or all of them.

Self Service 316

Self Service Social Media Knowledge Base Contact Center 316

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

Financial 208

Financial Metrics Loyalty Customer Service Representative 208

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ ’ CX is much more than these, though. A strategy. A business discipline.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. Crazy, right?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. Here’s how to turn that around.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation?

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. consumers by Qualtrics, a customer’s feelings were found to be the biggest driver of consumer loyalty.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

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.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Comm100

OCTOBER 9, 2023

Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service. However, if you’re looking to leverage ChatGPT for customer service, there’s many considerations that need to be looked at before jumping in.

Customer Service 234

Customer Service Chatbots Training Wait Times 234

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. How Can We Prioritize CX efforts?

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Financial 191

Financial Trends Self Service Customer Experience 191

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

ShepHyken

JANUARY 16, 2024

When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s what our customers say. It’s just our perception.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI is essential for CX AI is not a futuristic concept.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

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 Chief Customer Officer Call Center 251

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Assuming you have a good product, you want to create processes that are customer- and employee-friendly. Connect with Shep on LinkedIn.

Customer Experience 88

Customer Experience Customer Service Training Training Advertising 88