C3Centricity

MAY 2, 2023

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

Strategy 225

Strategy Customer Centricity Advertising Customer Satisfaction 225

Experience Investigators by 360Connext

MAY 2, 2023

The post [Experience Action Podcast] Starbucks CEO in the Store [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

Connections 143

Connections Customer Centricity Culture Customers 143

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. Without a strong focus on these aspects, SaaS companies risk falling behind the competition and losing valuable customers.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

2020 Research

MAY 2, 2023

Key Takeaways: It’s essential to establish credibility in all of your qualitative research projects early on to have your findings considered valuable. Strategies to build credibility in your qualitative research include triangulation, member checking, peer debriefing, thick description, reflexivity, saturation, and external audits. Addressing issues such as bias, poor clarity, or lack of diversity in qualitative research projects also helps improve your overall research process.

Study 98

Study Analysis Healthcare Policies 98

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

MAY 2, 2023

According to Statista, in 2022, nearly 50% of smartphone users in the U.S. used an iPhone. That means there’s a good chance customers are using Apple Maps to find local businesses. That’s why it’s important to make sure your business is listed properly on this app. Doing so can help potential customers find you more quickly and easily, increasing the chances of them doing business with you.

How To 97

How To Social Media Connections Customer Experience Management 97

Helpware

MAY 2, 2023

Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can mean a lot of different things.

Customer Expectations 77

Customer Expectations Study Customers Customer Experience 77

AWS Machine Learning

MAY 2, 2023

Today, we announce the availability of sample notebooks that demonstrate question answering tasks using a Retrieval Augmented Generation (RAG)-based approach with large language models (LLMs) in Amazon SageMaker JumpStart. Text generation using RAG with LLMs enables you to generate domain-specific text outputs by supplying specific external data as part of the context fed to LLMs.

Training 76

Training Data Conference Management 76

Blake Morgan

MAY 2, 2023

The biggest challenge for customer experience teams often isn’t learning new technology, staying on top of trends, or connecting with customers–it’s getting buy-in from executives and proving the ROI of their efforts. Bryan Sander, Head of CX, Market Research, Digital at AAA, recommends that customer experience practitioners take a unique approach: do CX on the leaders they’re trying to engage with.

ROI 59

ROI Customer Experience Metrics Connections 59

Pretium Solutions

MAY 2, 2023

What are activity statements? Activity statements are issued by the ATO so that businesses can report and pay several tax liabilities on the one form at the same time. There are 3 types of activity statements: Pay As You Go (PAYG) Business Activity Statement (BAS) Instalment Activity Statement (IAS) Pay As You Go (PAYG) The PAYG Withholding Tax is a system in Australia to collect income tax from employees and businesses throughout the year.

Financial 52

Financial Report System Sales 52

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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

MAY 2, 2023

Trend results of three recent Optimove surveys, each of more than 400 US consumers, show that consumers’ planned shopping budgets increased slightly in March. In February, 14% of respondents expected to budget more for shopping in 2023. The figure rose to 22% in March. This compares to results in August 2022, when 19% of respondents expected to budget more for shopping on holiday at the end of 2022.

Consumers 52

Consumers Loyalty Survey Conference 52

CSM Magazine

MAY 2, 2023

Having happy customer service employees matters. It means you can have happier and more productive staff members in addition to delivering quality service to customers. In turn, that means you can retain more customer service employees and more repeat customers. Ultimately, that will make your business more successful and profitable. On the other hand, if your customer service employees are not happy in their roles, that could come across to customers.

Tips 52

Tips Customer Service Policies Customers 52

Zonka Feedback

MAY 2, 2023

As a survey creator or business owner it's important to not just collect data, but also make sure that it's accurate and unbiased. And therefore, it's crucial to avoid leading questions in your surveys. In everyday conversation, we often ask questions to gather information, express interest, or engage with others. However, not all questions are created equal.

Survey 52

Survey Examples How To Data 52

CSM Magazine

MAY 2, 2023

Whether you run a B2B or B2C business, one thing remains an undeniable fact: Customers are always right if their concerns are true and the expectations are realistic. No need to hurt their feelings if you want them to stay loyal to your brand. Companies have their strategies on how to deal with complaints, feedback, etc. All this is being done to avoid miscommunication that can cause more harm to the business than anything else.

Technology 52

Technology Customer Service Social Media Chatbots 52

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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

SurveySparrow

MAY 2, 2023

HR reporting and analytics are essential for managing its workforce effectively. These tools allow HR professionals to collect, analyze and interpret data related to employee performance, absenteeism, turnover, and other HR metrics. The insights gained from HR reporting and analytics help organizations make data-driven decisions that improve employee engagement, retention, and performance.

Analytics 52

Analytics Report Data Strategy 52

Lithium

MAY 2, 2023

Hello Atlas members! It's May! Be on the lookout in your email for your opportunity to learn more about & help guide our upcoming additions to the Khoros line of products. If you haven't signed 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!

Entertainment 52

Entertainment Social Media Analytics Brands 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community. Read on to learn more about the importance of quality service, people, and technology, how to build a successful outbound lead generation strategy, and the

Contact Center 52

Contact Center Strategy Call Center Multi-Channel 52

CX University

MAY 2, 2023

In today’s fast-paced world, where time is a precious commodity, adult professionals need flexible and convenient learning solutions to advance their careers. Online training has emerged as an effective and efficient way to acquire new skills and knowledge while maintaining a work-life balance. However, getting adult students to engage in their online courses can be a challenge.

Engagement 52

Engagement Gamification Course 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

Forrester's Customer Insights

MAY 2, 2023

RSAC 2023 is a wrap! The Forrester security and risk team had 11 attendees at the RSA Conference last week. We really enjoyed meeting with clients and colleagues old and new — and now we’re *exhausted.* It’s no mystery why; as a team, we collectively participated in over 230 meetings and took more than 1.

Conference 47

Conference Innovation Meeting Trends 47

Brandwatch CX

MAY 2, 2023

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92

ReviewTrackers

MAY 2, 2023

Strategy 65

Strategy Marketing 65

Brandwatch CX

MAY 2, 2023

77

77

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

MAY 2, 2023

The healthcare ecosystem is evolving. Delivery of complex care in distributed settings will require the evolution of remote patient monitoring devices and for them to become more affordable, accurate, and consumer-friendly/usable. At the same time, healthcare staff must acquire new skills and ways of working to support remote care delivery.

Healthcare 26

Healthcare Technology Consumers Customer Engagement 26

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact. In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people.

Strategy 295

Strategy Call Center ROI Resources 295

Forrester's Customer Insights

MAY 2, 2023

CX pros need help effectively setting goals for the CX metrics that they produce. New Forrester research helps them implement a quantitative approach and avoid common pitfalls in the process.

Metrics 26

Metrics Measurement Strategy Customer Experience 26

SmartKarrot

MAY 2, 2023

“Your most unhappy customers are your greatest source of learning.” – Bill Gates These words, spoken by the great world leader highlight the importance of understanding customer sentiment, even when the sentiment is negative. Listening to, understanding, and learning from customers, both happy and sad ones, helps businesses make necessary improvements and meet customer needs.

How To 10

How To Social Media Net Promoter Score Chatbots 10

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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

MAY 2, 2023

Knowledge management has been around for decades. The promise of AI in knowledge management has lingered on the fringes for years — the application of AI was just outside of possible and not quite ready for prime time. And then into the room walked our new friend, generative AI. It has turned the knowledge management world upside down.

Management 26

Management Innovation Technology 26

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. Moving to a cloud contact center and workforce engagement solution means shifting your data, software, and hardware used to provide customer service from on-premises solutions to a cloud-based infrastructure.

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52

Forrester's Customer Insights

MAY 2, 2023

Lone Wolf Or Wolf Pack? Perspectives From A Former CISO/CSO One of the most valuable, important, and rewarding things I did during my tenure as a CISO/CSO was becoming involved in the CISO community.

Trends 26

Trends Management Customers 26