Cyara
NOVEMBER 14, 2023
Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX). Regardless of the industry you operate in, your phone numbers represent one of your most important assets.
Experience Investigators by 360Connext
NOVEMBER 14, 2023
Is your bookshelf begging for some enlightening CX literature? Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like “Why We Buy: The Science of Shopping” by Paco Underhill and “Chief Customer Officer 2.0” by Jeanne Bliss to newer gems like “A Diamond
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Comm100
NOVEMBER 14, 2023
In the realm of digital innovation, accessibility is often spotlighted for its impact on end-users, but its significance is just as crucial for the staff operating behind the scenes. Imagine customer service agents – those vital bridges between a company and its customers – grappling with software that ignores their needs. This is why any customer service software or platform must be universally accessible to its staff that use it, as well as its end users.
ShepHyken
NOVEMBER 14, 2023
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.
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.
2020 Research
NOVEMBER 14, 2023
In the world of marketing, when companies introduce new products , change features, or update packaging of existing brands, we often seek to understand what motivates people to change their habits and behaviors. Brand managers, for example, might want to introduce more environmentally friendly packaging or encourage a new daily routine such as washing clothes in cold water or the application of sunscreen.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Upstream Works
NOVEMBER 14, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Reasons Travel Contact Centers Should Adopt Video CX appeared first on Upstream Works.
dscout People Nerds
NOVEMBER 14, 2023
The researchers we spoke to who have experience in the field of AI sense the enormous potential and pitfalls ahead. Read some of their most astute insights.
Upstream Works
NOVEMBER 14, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post Spotlight on Video in the Contact Center – Air Travel appeared first on Upstream Works.
Totango
NOVEMBER 14, 2023
As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su
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.
Zonka Feedback
NOVEMBER 14, 2023
Online surveys are a popular way of gathering information from people. Whether you're measuring customer satisfaction and feedback, taking employee feedback, capturing a lead at an event or doing market research, online surveys are useful in gathering any information from the market.
BirdEye
NOVEMBER 14, 2023
Online reviews can make or break your business. That may sound a bit overdramatic, but it’s the truth. If you want your business to stand a chance in today’s market, you need your customers to sing your praises, both in real life and in the digital realm. According to our research : Consumers research a local business before making a purchase 68% of the time. 93% of consumers read two or more reviews when researching a company. 85% of consumers have decided not to do business with a company beca
Blake Morgan
NOVEMBER 14, 2023
Building trust is a crucial aspect of any successful business, especially when it comes to the customer experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process? One individual who has made significant strides in understanding the dynamics of trust is Charles H.
MiaRec
NOVEMBER 14, 2023
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.
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.
Uplight
NOVEMBER 14, 2023
Black Friday Cyber Monday (BFCM) is an important time for utilities to promote devices and programs that help customers save money and take control of their energy use. In this video, hear from the Marketplace team to learn how Uplight starts preparing months in advance by partnering with utilities, OEM partners, and customer support to Read More The post Inside Uplight’s Winning Game Plan for BFCM Success appeared first on Uplight.
MiaRec
NOVEMBER 14, 2023
Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.
CSM Magazine
NOVEMBER 14, 2023
A new workforce management system from BigChange has improved job allocation and boosted job completion rates at EB Gas Services. Based in Northern Ireland, EB Gas supplies, fits, and maintains domestic, commercial, and industrial gas equipment across Ireland and the UK. Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobil
Blake Morgan
NOVEMBER 14, 2023
Building trust is a crucial aspect of any successful business, especially when it comes to the customer experience. But how exactly can organizations foster trust, and what role does emotional safety play in this process? One individual who has made significant strides in understanding the dynamics of trust is Charles H.
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,
Clarivate
NOVEMBER 14, 2023
Most clients we work with are keen to communicate that their product is innovative. Of course they are. Innovation is important, right? Well, it is, but only if it benefits patients. In fact, in the context of reimbursement decisions for medicines, the definition of ‘rewardable’ innovation has evolved from being a new molecular entity to focus more on value or benefit. [1] And, sometimes, it’s the small, incremental developments that provide the most benefit.
CSM Magazine
NOVEMBER 14, 2023
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estima
Feedbackly
NOVEMBER 14, 2023
If your customer experience program is led by data-driven strategies, you are on the right track. After all, it’s data that eliminates guesswork and tells you how customers perceive your brand and its buying journey. However, CX data quality also plays a significant role in determining the outcome of your strategies, and it’s important to ensure that the data you gather is of high quality for it to be reliable and accurate.
CSM Magazine
NOVEMBER 14, 2023
Do you worry about the impression you are making on your customers? Do you wonder what they think about your business and your customer service? If so, then you probably work hard to make sure that everything about your business is appealing to customers, and you probably assess your customer service interactions to determine if you need to improve or change anything about them.
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.
Forrester's Customer Insights
NOVEMBER 14, 2023
Creating an effective chatbot is hard. To get it right, you need to master conversation design, a new discipline for creating experiences that are based on conversational AI, and you need to know where and when to use new technologies like generative AI.
CSM Magazine
NOVEMBER 14, 2023
I recently had the privilege of speaking at the Unleashing Digital Customer Experience conference in Amsterdam. This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX). The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’ My focus was on the t
Optimove
NOVEMBER 14, 2023
We’re thrilled to announce the launch of Optimove Courses, a dynamic, video-first online curriculum designed to empower our clients and partners to master and maximize our platform’s CRM marketing capabilities. In today’s fast-paced marketing landscape, staying ahead of the game is essential. With Optimove Courses, our clients have the power to enhance their knowledge, unlock the full potential of our platform, and maximize the ROI of their marketing endeavors.
Forrester's Customer Insights
NOVEMBER 14, 2023
This blog post dives into the engagement strategy layer of the Forrester Go-To-Market Architecture framework. This layer details a go-to-market strategy approach that allows portfolio marketers to build the critical deliverables needed to ensure successful execution.
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.
My Customer
NOVEMBER 14, 2023
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more - not fewer - agents. Here are.
Upwave
NOVEMBER 14, 2023
Upwave Product Updates Accessing Questionnaires Made Easy You can now conveniently access your questionnaire directly from the platform. A new ‘Approve questionnaire via email’ checklist task on your campaign card or dashboard tab reminds you when a questionnaire is pending approval in order to launch your campaign. Click on the task to review and approve your questionnaire draft.
AWS Machine Learning
NOVEMBER 14, 2023
In the era of big data and AI, companies are continually seeking ways to use these technologies to gain a competitive edge. One of the hottest areas in AI right now is generative AI, and for good reason. Generative AI offers powerful solutions that push the boundaries of what’s possible in terms of creativity and innovation. At the core of these cutting-edge solutions lies a foundation model (FM), a highly advanced machine learning model that is pre-trained on vast amounts of data.
Expert insights. Personalized for you.
76 
Let's personalize your content