ShepHyken
JANUARY 2, 2024
Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience.
Comm100
JANUARY 2, 2024
Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Horizon CX
JANUARY 2, 2024
Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys. The concept of closing the loop is neither new nor complicated.
Kustomer
JANUARY 2, 2024
Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. While 2023 may have been the year of Barbenheimer and Taylor Swift, we also saw great strides in customer service.
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.
Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. 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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Cyara
JANUARY 2, 2024
Jitter is a common and frustrating issue that can dramatically affect the quality of your phone or video calls. Similar to latency, it refers to variations in the delay of packets being received. According to Cisco’s research , excessive jitter, surpassing 40 milliseconds (ms) will profoundly undermine your call quality. Ideally, they recommend maintaining it below 30ms where possible.
Helpware
JANUARY 2, 2024
What is customer churn? Why is it a critical issue for businesses? In commerce, this term represents the rate at which customers discontinue their relationship with a company or cease using its services or products.
Optimove
JANUARY 2, 2024
Re-engage your churned customers with this guide Download Now Why it Matters: Web push, a potent channel in multichannel marketing, plays a pivotal role in engaging both active and churned players. Through timely and personalized communication, marketers can leverage this impactful tool to rekindle player interest and bolster ongoing player engagement.
West Monroe
JANUARY 2, 2024
The first installment of our series explored the pivotal role that private equity-backed chief financial officers play in establishing the groundwork for value creation within the organization. This value creation extends across the entire organization, including within the finance and accounting team—forming a solid foundation for the journey ahead throughout the transaction lifecycle.
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
JANUARY 2, 2024
Picture this: you've spent countless hours developing groundbreaking software or adding a new feature to your product. You're ecstatic about its potential and confident it will captivate your target audience.
Lithium
JANUARY 2, 2024
Happy New Year Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.
Blake Morgan
JANUARY 2, 2024
The pandemic whirlwind has reshaped everything, including customer service. But are we losing sight of what truly matters in contact centers now? Donna Drehmann, Director of Customer Experience at Eargo, started her career in customer support and worked her way up to leadership roles at companies like Postmates, Asurion, and TikTok.
CSM Magazine
JANUARY 2, 2024
In the highly competitive casino world, exceptional customer service is crucial for attracting and retaining high-value customers. Many casinos go out of their way to make their high rollers happy. These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. Harnessing the power of data gives casinos valuable insights into customer preferences, behaviors, and trends.
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.
ShepHyken
JANUARY 2, 2024
Top Takeaways: The customer’s perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on data to make decisions. Embrace continuous improvement. Once you find success, it doesn’t mean you should stop. Keep learning and looking for changes to enhance the customer experience.
Forrester's Customer Insights
JANUARY 2, 2024
We’re mere days into 2024, and leaders across sectors and industries are bracing for challenges and tough choices in the months to come. Leaders who know how to use the power of culture will feel the buoyancy of sustained employee trust and happiness.
C3Centricity
JANUARY 2, 2024
Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.
Forrester's Customer Insights
JANUARY 2, 2024
How’s this for a challenge? “We want you to manage IT for the regional offices. Well, part of it. You won’t know who’s working on the other parts. No, there’s no software to knit everything together – we can’t justify the spend. No, we don’t know the overall spend.
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,
SurveySensum
JANUARY 2, 2024
Are you an academic writing service that not only provides students with effective help but also offers a positive and enriching experience for clients throughout the entire process? Embarking on a path of academic excellence involves igniting motivation, encouraging active participation, and nurturing a genuine passion for learning. This not only builds confidence, prepares students for real-world challenges, and cultivates lifelong learners.
Forrester's Customer Insights
JANUARY 2, 2024
New year, new search! In 2024, conversational search will grow because of generative AI’s integration into search engine results pages (SERPs). This growth will be most pronounced on Google and, to lesser extents, on Bing, Amazon, and TikTok.
Forrester's Customer Insights
JANUARY 2, 2024
Now that we’re done with a December’s worth of wholesome family enjoyment and good-natured holiday fun, it’s time for our annual retreat to the land of jingling-jangling slot machines and questionable moral decisions. Yes, It’s time for CES in Las Vegas!
Expert insights. Personalized for you.
84 
Let's personalize your content