CSM Magazine

JUNE 26, 2023

Right now, generative artificial intelligence (AI) tools like ChatGPT are making headlines — and in some cases, being used to write those headlines — leading to excitement and speculation about what the future holds. Some articles focus on uncertainty and anxiety: that AI is not yet sophisticated enough to be trusted with important decisions or inputs, or that even a small human error in input could result in major harm.

Contact Center 52

Contact Center How To Tools Wait Times 52

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

2020 Research

JUNE 26, 2023

As more organizations integrate generative AI into their work and how they interact with their audiences, consumer trust in AI will be a key factor in how newer models are deployed.

Consumers 98

Consumers Interaction 98

SurveySparrow

JUNE 26, 2023

Artificial Intelligence (AI) has transformed the way businesses approach various areas of operation and customer experience tools are no exception. With the latest AI-powered survey tools, creating and analyzing surveys has become easier and faster, enabling businesses to obtain valuable insights from customers, employees and other stakeholders. SurveySparrow’s latest offering, the AI Survey feature, generates surveys in seconds thus saving organizations time and effort.

Survey 93

Survey Analysis Feedback Customer Relationship Management 93

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

dscout People Nerds

JUNE 26, 2023

Stakeholders always want results yesterday. So how do you speed up your research, without sacrificing any quality? We have some ideas.

97

97

MyCustomer

JUNE 26, 2023

Emma Parnell shares her experience and highlights the importance of designing inclusive services to ensure equal access.

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SAP Customer Experience

JUNE 26, 2023

New technology trends and business requirements often lead to changing and growing IT landscapes. Not infrequently, these landscapes need to be highly integrated to support a company’s business processes end-to-end. Choosing the right integration technologies is a key factor to cope with continuous change. With the SAP Integration Solution Advisory.

Trends 74

Trends Technology Strategy Customer Experience 74

Adrian Swinscoe

JUNE 26, 2023

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and […] The post Purposefully designed experiences don’t happen by accident – Interview with Deborah Battaglia of Assurant first appeared on Adrian Swinscoe.

Customer Experience 76

Customer Experience Management Company Customers 76

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. The first 100 days are the most important time in the entire relationship with an employee.

How To 62

How To Employee Experience Travel Culture 62

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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

Helen Dewdney

JUNE 26, 2023

Saving money on food, energy, telecoms and how to get financial help During this cost of living crisis we are having to cut back more than ever and that includes on the essentials. Below is a list of links to various posts on the blog which will signpost you to various other posts and help for bills and how you might be able to get help with your finances.

Financial 72

Financial How To Tips Insurance 72

ReviewTrackers

JUNE 26, 2023

Restaurant review monitoring is a must for any operator, particularly in today’s digital age where diners can quickly become online critics.

How To 65

How To 65

The DiJulius Group

JUNE 26, 2023

So many organizations struggle to train their teams in customer service, and then conversely, struggle to provide a consistent experience to their customers. Why is this? In theory, providing quality training seems to make such clear sense. Yet, in reality, most organizations have poor execution, or worse, don’t focus on customer experience at all and.

Customer Service 52

Customer Service Training Groups Customers 52

West Monroe

JUNE 26, 2023

Listen to "5 Trends Shaping the Future of Tech" on Spreaker. About the episode Our market intelligence team analyzed market data, research, and perspectives so we could bring you invaluable insights to help you navigate the ever-evolving digital landscape. Learn how to separate the enduring fundamentals from passing fads, embrace risk-taking, and strike a balance between seizing present opportunities and planning for the future.

Trends 52

Trends B2C Innovation Return on Investment 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

Genroe

JUNE 26, 2023

Discover how CyberCX transformed their customer experience, boosting NPS and amplifying business growth with a comprehensive CX program. The post [Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

Case Study 52

Case Study Net Promoter Score Study Customer Experience 52

The DiJulius Group

JUNE 26, 2023

So many organizations struggle to train their teams in customer service, and then conversely, struggle to provide a consistent experience to their customers. Why is this? In theory, providing quality training seems to make such clear sense. Yet, in reality, most organizations have poor execution, or worse, don’t focus on customer experience at all and.

Customer Service 52

Customer Service Training Groups Customers 52

eGain Blogs

JUNE 26, 2023

Consumers are experiencing financial stress–70% feel it with less than half of them having any kind of emergency funds, according to a CNBC survey published in April 2023. Among the reasons are inflation, economic uncertainty, and lack of savings. What if there is a panacea that can give them an actionable and achievable plan to improve their financial health, while reducing their stress and boosting their confidence at the same time?

Financial 52

Financial Banking Consumers Survey 52

Kapta Customer Success

JUNE 26, 2023

Today, more than ever, businesses need to be on the lookout for the signs of churn risk. This is especially true when it comes to key accounts since they represent a significant amount of your recurring revenue that you need to protect.

Management 52

Management Customers Customer Success Customer Engagement 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

Circular Edge

JUNE 26, 2023

5 Easy Ways to Streamline Your Account Reconciliation Authors: Lori Wihlborg and Mo Kandous Streamlining your account reconciliation process in Account Reconciliation Cloud Service (ARCS) can help improve efficiency and accuracy. Here are five easy ways to achieve that: Standardize Reconciliation Templates: Create standard reconciliation templates in ARCS that include predefined fields, formats, and calculations specific to your organization’s needs.

Competitive Advantage 52

Competitive Advantage Analytics Resources System 52

Clarivate

JUNE 26, 2023

Obtaining the preferences of patients and their caregivers is not a new concept in healthcare. Increasingly, however, industry guidance documents utilize the term ‘patient preference’ in relation to new drug development and benefit-risk assessment. For example: In 2022, the European Medicines Agency (EMA) published a Qualification Opinion of the Innovative Medicines Initiative (IMI) Patient Preferences in Benefit-Risk Assessments during the Medicinal Product Lifecycle (PREFER), generally endorsi

Data 52

Data Healthcare Roadmap Study 52

Zonka Feedback

JUNE 26, 2023

Planning to create a Mental Health Survey? Consider these Mental Health Survey Questions and examples to gauge the holistic well-being of individuals. In today's world, mental health is a topic that has rightfully gained a lot of attention. Organizations, healthcare institutions, educational institutes, and individuals alike are recognizing the significance of understanding and addressing mental health concerns.

Examples 52

Examples Survey Healthcare Feedback 52

Circular Edge

JUNE 26, 2023

Effortless Accuracy: Streamline Your Financial Reconciliation with Oracle Account Reconciliation (ARCS) What is ARCS Ideal for? Manage the account reconciliation process efficiently and effectively. Well suited for organizations that have complex reconciliation requirements, such as those with many accounts, high transaction volumes, or multiple subsidiaries.

Competitive Advantage 52

Competitive Advantage Financial Policies Resources 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

Very Best Service

JUNE 26, 2023

Building Strong Customer Relationships: The Key to Success Photo by Kamaji Ogino Building strong customer relationships is essential for any business that wants to succeed. When customers feel valued and appreciated, they're more likely to stay loyal to your business, recommend you to their friends, and spend more money with you. There are many different ways to build strong customer relationships.

Customer relationships 52

Customer relationships Social Media Customers Tips 52

Zonka Feedback

JUNE 26, 2023

Every business needs the right set of tools to continuously measure and improve their quality of support. Know how satisfied your customers are with your customer service & support teams using the top CSAT tools for Freshdesk. When it comes to customer support, measuring and improving customer satisfaction with the support delivered can work wonders.

Measurement 40

Measurement Tools Customer Retention Customer Satisfaction 40

Happy or Not

JUNE 26, 2023

How does employee engagement affect business results and how can you encourage and enable your staff to be the driving force behind improving the customer experience? In this article, we explain how employee engagement affects business performance by improving employee performance, productivity, and customer service, reducing recruitment and training costs, and fostering collaboration and innovation.

Employee Engagement 36

Employee Engagement Customer Satisfaction Engagement Effort Score 36

Forrester's Customer Insights

JUNE 26, 2023

After Figma’s announcements last week at Config 2023, bridging design and development the right way and stepping smartly into AI-assisted digital product creation, we predict the company will add modes for other roles, too, in addition to designers and developers, leading to a more inclusive and collaborative understanding of design.

Company 26

Company User Experience 26

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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

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

Forrester's Customer Insights

JUNE 26, 2023

Late Friday, The Wall Street Journal reported that IBM is in potential late-stage talks to acquire cloud cost management and optimization (CCMO) and IT financial management (ITFM)/technology business management (TBM) company Apptio for roughly $5 billion. If the deal closes, the value would be at more than twice Apptio’s previous purchase price of $1.

Financial 26

Financial Report Technology Management 26

Lumoa

JUNE 26, 2023

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208