Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.

Culture 143

Culture Resources Feedback Customer Experience 143

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

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Sales Automotive Tips Advertising 115

Blake Morgan

NOVEMBER 7, 2023

                             What’s the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreem

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

AWS Machine Learning

NOVEMBER 7, 2023

Large language models (LLMs) with their broad knowledge, can generate human-like text on almost any topic. However, their training on massive datasets also limits their usefulness for specialized tasks. Without continued learning, these models remain oblivious to new data and trends that emerge after their initial training. Furthermore, the cost to train new LLMs can prove prohibitive for many enterprise settings.

Data 96

Data Comparison Guidelines Training 96

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the third part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 2 which explains how to implement one of the SAP CDC passwords less authentication.

How To 85

How To Data Customer Experience Customers 85

Cyara

NOVEMBER 7, 2023

Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution rates, which in turn impacts your bottom-line. This blog will help you to better understand PESQ (Perceptual Evaluation of Speech Quality) and its role in delivering top-notch audio quality to your customers.

First Call Resolution 76

First Call Resolution Customer Experience Contact Center Customers 76

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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.

Customers

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. And then achieving all that at scale? Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

Helpware

NOVEMBER 7, 2023

Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them about your service or product. A good customer service agent doesn't just communicate and answer questions, they try to figure out why the client is unhappy and help fix the problem to make them feel happier.

How To 78

How To Communication Customers Customer Service 78

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the second part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 1 which explains how to implement one of the SAP CDC passwords less authentication.

How To 76

How To Data Customer Experience Customers 76

Zonka Feedback

NOVEMBER 7, 2023

With only two possible answers, collecting feedback using Yes or No surveys is one of the most effective ways to maximize response and capture actionable insights. Yes or no surveys, also known as dichotomous survey scales, allow respondents to provide quick and straightforward answers by choosing between two options: yes or no.

Feedback 59

Feedback Survey Management 59

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

SAP Customer Experience

NOVEMBER 7, 2023

How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests.

Retail 73

Retail Customer Insights Customers Data 73

Clarivate

NOVEMBER 7, 2023

What is the impact when IP departments are regularly asked to “do more with less”? Employees may feel that they are paying the price and burnout is on the rise. Instead, with thoughtful evaluation, IP legal teams can find areas of efficiency to work smarter with less. IP legal teams continue to face a universal business challenge: how to do more with less.

Consulting 59

Consulting Case Study Study Technology 59

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the final part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 3 which explains how to implement one of the SAP CDC passwords less authentication.

How To 65

How To Data Customer Experience Customers 65

2020 Research

NOVEMBER 7, 2023

You’ve probably heard that the chances of a new product, advertisement, or marketing messaging being rejected by customers are pretty high. In fact, 89% of new products fail in the market within their first five years. How can you improve your company’s success rate? There’s a step of product, ad, or messaging development that’s absolutely essential – concept testing.

Marketing 52

Marketing Return on Investment Competitive Advantage Comparison 52

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

SurveySparrow

NOVEMBER 7, 2023

Just as we lay back and imagine, “What more can AI do?” OpenAI came up with an array of ChatGPT plugins! I mean, can things get any easier? (Well, you never know until the next update!) Now, choosing the right plugin for your requirements is crucial for a seamless experience. And, once you do, getting your way around it might be a little confusing.

Interaction 52

Interaction Social Media Survey Hotels 52

Helpt

NOVEMBER 7, 2023

Software has revolutionized our world, becoming as crucial to our daily lives as the very air we breathe. With its unparalleled ability to empower creation, organization, communication, and analysis, software has forged paths into uncharted territories of human achievement. Yet, within this digital marvel lies an inherent vulnerability to the unexpected—glitches, errors, and bugs that can turn revolutionary tools into sources of frustration.

Software 52

Software Customer Satisfaction Loyalty Feedback 52

CSM Magazine

NOVEMBER 7, 2023

Salesforce, one of the world’s leading customer relationship management (CRM) platforms, offers powerful tools for businesses to manage their sales, marketing, and customer service operations. Beyond its out-of-the-box capabilities, Salesforce provides a robust development environment that allows organizations to customize and extend the platform to meet their unique needs.

CRM 52

CRM Customer Relationship Management Resources Tools 52

Circular Edge

NOVEMBER 7, 2023

Effortless and Efficient Inventory Management using AtomIQ November 14, 11am ET Countdown to Year-End: Make your inventory management effortless and efficient with AtomIQ! As the year draws to a close, businesses are gearing up to assess their inventory, reconcile stock levels, and plan for the year ahead. AtomIQ simplifies the process and ensures that you end the year on a high note.

Management 52

Management How To 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 52

Magellan Solutions

NOVEMBER 7, 2023

Outsourcing is becoming a trend in the business world right now. Did you know that global spending on outsourcing is predicted to hit $731 billion this year, 2023, from the $92.5 billion market worth in 2019? So, what’s driving this growth? Companies of all sizes are realizing the benefits of outsourcing. By delegating non-core business functions to third-party service providers, they can free up their internal resources to focus on revenue-generating activities.

Call Center 52

Call Center Competitive Advantage Financial Software 52

Forrester's Customer Insights

NOVEMBER 7, 2023

“Do more with less.” In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function.

Customer Success 52

Customer Success Customers How To 52

Centercode

NOVEMBER 7, 2023

Stryker's Casey Hamar join us to talk about healthcare, testing, and empowering caregivers

Healthcare 52

Healthcare 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Forrester's Customer Insights

NOVEMBER 7, 2023

The “great resignation” of 2021 saw many companies step up their employer branding to retain coveted employees and woo talent. When economic conditions shifted in 2022 and layoffs hit tech and other sectors in a dominolike fashion, we saw some employers pivot to attitudes that reflected the sentiment, “You’re lucky to be working here.

B2B 50

B2B Fashion Brands Company 50

Kustomer

NOVEMBER 7, 2023

Zendesk is a mega player in customer service software, competing primarily with Kustomer, Freshdesk and Gorgias. And with over 50,000 paying customers (largely small businesses with B2B transactional models), Zendesk is a respectable brand name. But don’t get lost in the allure of their mighty brand name and powerful corporate marketing, because the Zendesk customer disappointment is real.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

Forrester's Customer Insights

NOVEMBER 7, 2023

Forrester reviews its 2023 sustainability predictions by scoring each individual prediction in depth. This year, one of our five predictions received an A score, three received a B score, and one received a C score. Considering several unanticipated economic challenges across industries, these scores indicate continued progress and opportunities in the green market revolution.

Industry 50

Industry Marketing Customers 50