IntouchInsight
JUNE 29, 2023
Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.
C3Centricity
JUNE 29, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
JUNE 29, 2023
AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.
Adrian Swinscoe
JUNE 29, 2023
Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer duty impossible without the help of technology? first appeared on Adrian Swinscoe.
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.
Clarivate
JUNE 29, 2023
OpenAI’s launch of ChatGPT on March 14 heralds a new era of artificial intelligence that will have profound implications for society, including the life science and healthcare industries. As when any new technology appears on the horizon, a tremendous amount of overheated hyperbole has dominated coverage of the topic in the months since. There are, however, some truly alluring potential use cases for generative AI applications such as ChatGPT for the life sciences and healthcare industries – as
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
MyCustomer
JUNE 29, 2023
Representation of the LGBTQ+ community in marketing has progressed significantly in recent years, with brands showcasing their support through
Brandwatch CX
JUNE 29, 2023
Who has the most Instagram followers? We run through the top 20 accounts to see who's made it into the Instagram hall of fame.
Cyara
JUNE 29, 2023
Cloud contact center migration can be a complex and challenging journey. Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 billion by 2031, putting it on a 16.8% annual growth rate.
ClearAction
JUNE 29, 2023
Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.
Advertisement
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.
Interactions
JUNE 29, 2023
It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.
Upstream Works
JUNE 29, 2023
This blog explores two ways AI can help contact centers become more enterprise-ready.
2020 Research
JUNE 29, 2023
Steve Schlesinger, Executive Chairman of Sago, talks about the history of the business: from his mother running focus groups in his childhood home to the global company it is today. Steve shares what he’s learned over 35+ years in the industry and why he is still motivated to go to work every day.
West Monroe
JUNE 29, 2023
Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Case in point: 29 out of the 30 largest utilities in the United States have a net-zero carbon goal, committed to reducing and offsetting emissions across Scopes 1, 2 and 3 by 2050—with some utilities committing to achieve it by 2030.
Advertisement
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.
SurveySensum
JUNE 29, 2023
A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. — Sound familiar? Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal.
Think Customers
JUNE 29, 2023
Last week was one of the CX industry’s biggest events — Customer Contact Week. Of course, the hot topic of the show was AI and how it can be used in the contact center and throughout the customer journey. I spoke with show attendees and exhibitors to get their take on what AI means for CX and the contact center. Logitech’s Adriana Vazquez remarked on the benefit of getting so many points of view together at the show to discuss how to move forward with AI.
Zonka Feedback
JUNE 29, 2023
Learn how to implement surveys on website for maximized response and user satisfaction. In today's digital age, gathering feedback and understanding your audience's preferences is crucial for business success. Whether visitors are uninterested, accidental, or unsure about your product's value, it's essential to understand the reasons behind their website abandonment.
Optimove
JUNE 29, 2023
Discover key findings from our recent 2023 Back-to-School Survey. With 88% of respondents showing a strong preference for their favorite brands during the back-to-school season, retailers have a significant opportunity to enhance brand engagement. The survey also reveals that 86% of consumers plan to repeat purchases from the same brands as last year.
Advertisement
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,
2020 Research
JUNE 29, 2023
Seemingly overnight, artificial intelligence has become part of our day-to-day lives, sparking a range of emotions from curiosity and excitement to fear and uncertainty. Hear from Sago's Chief Product Officer, Steve Mast, on how consumers feel about AI and the information it generates.
Clarivate
JUNE 29, 2023
Every year over 10 million new brand names and company identities are registered around the world as trademarks, joining the 130+ million active already in place. While many of these will be for products and services that are sold locally by small businesses, in an increasingly interconnected world, global brands are being created at an unprecedented rate.
CSM Magazine
JUNE 29, 2023
Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. The collaboration will see Memo Group leverage Sabio’s extensive CX technology expertise and consultancy services to ensure seamless integration and ongoing maintenance of its Twilio Flex solution.
MyCustomer
JUNE 29, 2023
In December 2021, a pint of low fat milk was around 45% cheaper than it is today, [1] the average household energy bill was up to 80% lower and the cost
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.
Optimove
JUNE 29, 2023
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
West Monroe
JUNE 29, 2023
Sustainability and decarbonization are growing trends in the energy industry, and electric utilities are no exception. Case in point: 29 out of the 30 largest utilities in the United States have a net-zero carbon goal, committed to reducing and offsetting emissions across Scopes 1, 2 and 3 by 2050—with some utilities committing to achieve it by 2030.
Forrester's Customer Insights
JUNE 29, 2023
I aim to help clients understand the technologies available to help them scale and report on the progress of their accessibility programs, starting with our just published Forrester Landscape on the Digital Accessibility Platforms market.
West Monroe
JUNE 29, 2023
Unveiling the escalating landscape of cyberthreats—and redirecting efforts to find solutions
Advertisement
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.
Forrester's Customer Insights
JUNE 29, 2023
Last week, I spent some time at the Cannes Lion 70th International Festival of Creativity. I hadn’t been to the event since back in the days when I was covering mobile advertising for Forrester. It is pretty obvious that over the past 10-plus years, US tech players have progressively dominated the ad industry.
BirdEye
JUNE 29, 2023
Effective customer communication is vital for the success of any business. After all, how will clients know about your business and its offerings? Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. If that communication breaks down, customer engagement will drop, and they’ll likely take their business elsewhere.
Forrester's Customer Insights
JUNE 29, 2023
Human-centric principles are becoming increasingly important to organizations in today’s fast-paced and ever-changing business environment. The shift from traditional approaches to a more people-centered mindset has proven to be a game-changer, increasing employee, customer, and partner satisfaction and improving organizational performance. But tech executives are lagging their peers in adopting human-centric practices.
Expert insights. Personalized for you.
291 
Let's personalize your content