Blake Morgan

DECEMBER 12, 2023

                                   In this week’s episode of the Modern Customer Podcast, Isabella Villani, a renowned customer experience expert and author, illustrates how proactive analytics revolutionizes customer experience (CX). Isabella begins by explaining how this innovative approach enables businesses to anticipate and effectively meet customer needs, thereby transforming the CX landscape.

Analytics 59

Analytics Customer Experience Employee Engagement Resources 59

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house.

Telecommunications 105

Telecommunications Training Chatbots CRM 105

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

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 90

Sales Customer Experience Tips Customer Service Training 90

Cyara

DECEMBER 12, 2023

Round-trip time (RTT) is an important metric that can indicate the quality of communications available between two end-points. It’s a metric that our team often discusses with customers because it directly relates to the service quality experienced. RTT can be impacted by a range of design decisions, especially concerning network topology. However, there is some confusion around what exactly RTT is, how it relates to latency, how it can impact your service, and how you can improve it.

Metrics 76

Metrics Communication Customers Customer Experience 76

AWS Machine Learning

DECEMBER 12, 2023

Large language models (or LLMs) have become a topic of daily conversations. Their quick adoption is evident by the amount of time required to reach a 100 million users, which has gone from “4.5yrs by facebook” to an all-time low of mere “2 months by ChatGPT.” A generative pre-trained transformer (GPT) uses causal autoregressive updates to make prediction.

Training 99

Training Meeting Conference Financial 99

SAP Customer Experience

DECEMBER 12, 2023

Join us for an journey down memory lane as we conclude the 2023 season of Labs Talk with a final epic live stream. Hosted by the duo, Andreas Neumeier and Sven Haiges, this special event is set to be a celebration of the year’s most memorable moments.

Customer Experience 73

Customer Experience Customers 73

Win the Customer

DECEMBER 12, 2023

In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.

Omni-Channel 69

Omni-Channel Social Media Touchpoint Guidelines 69

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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

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. It differs from quantitative data which is statistical in nature. Qualitative feedback is important in understanding customer needs. It provides rich insights into the thoughts, emotions and perceptions of customers.

Analysis 62

Analysis Examples Feedback Social Media 62

BirdEye

DECEMBER 12, 2023

Phone tag — a term that refers to the all-too-familiar sequence of missed calls and voicemails — is much less fun than it sounds. This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. The right voicemail recording can reduce the frustrations of phone tag and ensure that your customers get the help they need quickly.

Examples 59

Examples Automotive Communication Sales 59

Zonka Feedback

DECEMBER 12, 2023

Many organizations rely on various types of surveys for collecting customer feedback to know how happy customers are about their experiences with their products and services. But many times, surveys become a boring and time-consuming task for the customers and therefore they tend to avoid responding to feedback surveys, which eventually leads to a low and inaccurate survey response.

Feedback 59

Feedback Survey Consumers Customers 59

SAP Customer Experience

DECEMBER 12, 2023

Hello everyone, I’m glad to announce the release of SAP Commerce Cloud Stay Current programs for Developer and Business User role. Passing the Stay Current assessment is mandatory, in order to keep your certification up-to-date, otherwise you have to take the certification exam again. What is a Stay Current program?

Customer Experience 62

Customer Experience Customers 62

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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

Uplight

DECEMBER 12, 2023

Energy powers our lives and without it, we are literally in the dark–making it critical that we ensure our energy infrastructure is reliable and available. Like every other industry, the utility power industry has become digital, leveraging smart meter data to understand utilization and personal data to help engagement, behavior, and personalization.

Industry 52

Industry Data Engagement 52

Think Customers

DECEMBER 12, 2023

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen. Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. The research was designed to define where the CX market is when it comes to AI adoption, and what’s holding them back.

Contact Center 52

Contact Center Study Analysis Customer Satisfaction 52

Zonka Feedback

DECEMBER 12, 2023

With 63% of shopping journeys originating online, the significance of online customer experiences is paramount. While website surveys play a pivotal role, understanding their varied applications and targeted feedback goals is key to their efficacy.

Feedback 52

Feedback Survey Data How To 52

CSM Magazine

DECEMBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has successfully migrated more than 4,600 contact centre agents across four entities for a major utilities company in France – two months ahead of schedule. In a recently published case study, the Genesys Cloud project with ENGIE was delivered two months ahead of the 12-month timeframe, exemplifying Sabio’s expertise in delivering rapid Genesys Cloud deployments.

Groups 52

Groups Self Service Abandon Rate Case Study 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

Magellan Solutions

DECEMBER 12, 2023

We all know how annoying it can be to receive a random call from someone offering a product or service we don’t need or want. Instead of being interested, we hang up or say, “No, thank you.” But what if you are on the other side of the phone? How do you make a good first impression, build rapport, and persuade them to take action? This is where lead generation comes in.

Knowledge Base 52

Knowledge Base Social Media Resources Feedback 52

SurveySensum

DECEMBER 12, 2023

Online surveys, telephonic surveys, paper surveys, etc., are all about exploring the minds of a mass of people. These survey forms help in knowing the likes, dislikes, characteristics, and expectations of people and help gather concrete and accurate results for making vital business decisions. Customer feedback surveys give you insights into understanding their needs and hence improve business products and services.

Survey 52

Survey Policies B2C Customers 52

Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. You’ve tried calling their hotline, but the wait time is too long. You’ve sent them an email but heard no response. You even checked their social media accounts and only ended up getting an automated response. Frustrated, right? What if there was a better way to communicate with the seller?

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52

Optimove

DECEMBER 12, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Customer segmentation helps businesses target their audience with precision and tailor their strategies to meet specific customer needs. It is a crucial output from Customer-Led Marketing. The following 7 customer segmentation models can be leveraged to gain deeper insights into customer behavior and preferences, enhancing the customer experience and increasing Customer Lifetime Value (CLV).

Marketing 52

Marketing Analysis Groups Customer Base 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

Forrester's Customer Insights

DECEMBER 12, 2023

Last week, Amazon.com VP and CTO Werner Vogels closed out re:Invent 2023 with his keynote address on “The Frugal Architect” This wasn’t the first time, Vogels introduced this topic. In fact, it was a theme he originally introduced in 2012 that revolves around architecting with cost in mind.

Government 58

Government Analysis Data Trends 58

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Forrester's Customer Insights

DECEMBER 12, 2023

Since this is an emerging category of technologies, there’s always new innovations and trends to keep track of. My colleagues and I got together to create a list of the most important trends to follow across edge and IoT.

Trends 38

Trends Innovation Report Technology 38

Gainsight

DECEMBER 12, 2023

The conventional wisdom at many SaaS companies is that they’re not ready for customer education or customer community. Many leaders say they’re focused on building (or just maintaining) their customer success teams. In this challenging economic environment, customer education and community are seen as nice-to-have extras for down the road. But what if customer success and customer education are actually part of the same revenue-building strategy?

Customer Success 52

Customer Success Self Service eBook Customers 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

DECEMBER 12, 2023

The emergence of CS&T platforms ushers in a new era of upskilling and training focused not on point-in-time test prep but on continual learning, where practitioners go up against the latest attacker techniques individually or as a team to test technical skills, refine documented processes, and improve communication. They’re also using these platforms to acquire emerging skills, like prompt engineering, which are offered by many of the platforms in this evaluation.

Training 38

Training Communication Trends Management 38

Clarivate

DECEMBER 12, 2023

At Clarivate, we understand that IP professionals are under constant pressure to deliver more value to clients and stakeholders with greater speed and efficiency. That’s why we continue to invest in advanced tools that help IP attorneys, paralegals and legal operations teams work smarter, not harder. Case in point: FoundationIP , the first SaaS-based IP management solution, purpose built to increase IP team efficiency by leveraging automation and best in class country rules.

Innovation 59

Innovation Management Roadmap System 59

Forrester's Customer Insights

DECEMBER 12, 2023

My favorite holiday-themed ad is Hershey’s “Christmas Bells,” which debuted in 1989 thanks to the creativity of David Apicella at Ogilvy & Mather, among others. Since then, the ad has run every December. In a market crowded with viral creative like Spotify’s Wrapped, Hershey’s pithy ad continues to perform.

Technology 33

Technology Marketing Advertising Measurement 33