Doing CX Right
AUGUST 14, 2023
CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.
Alida
AUGUST 10, 2023
Learn how best-in-class dashboards look and how to customize them for every stakeholder.
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ECXO
AUGUST 29, 2023
Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Dire
ShepHyken
AUGUST 8, 2023
CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers.
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.
ShepHyken
AUGUST 31, 2023
This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Feedbackly
AUGUST 17, 2023
Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. It’s a metric that seems to hit all the right notes and help businesses accelerate their growth. As emotions are a decisive factor in consumer purchases, EVI® is able to bring brands vital information related to consumer preferences and expectations. Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey!
Feedbackly
AUGUST 23, 2023
A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps you assess the quality of touchpoints, identify pain points, and make necessary improvements to enhance the customer experience.
mopinion
AUGUST 23, 2023
Governmental and nonprofit organisations deal with considerable amounts of data. Taxes, unemployment, immigration, impact stories, event registrations, financial data, etc. The list is long. Naturally, this creates a lot of content… as in loads! While posting this sort of information on a website or in a newsletter is an efficient way of reaching a large […] The post 4 ways feedback improves the customer journey for government and nonprofit organisations appeared first on Mopinion.
InMoment XI
AUGUST 8, 2023
In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results.
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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.
IntouchInsight
AUGUST 16, 2023
Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.
TechSee
AUGUST 14, 2023
TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.
Alida
AUGUST 3, 2023
Maximize project value with a Value Realization Framework. Understand stakeholder needs, map deliverables, and drive high-value outcomes.
Bill Quiseng
AUGUST 2, 2023
English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!
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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.
Cyara
AUGUST 10, 2023
Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes, 78% of adults in the United States now prefer banking via a website or mobile application. The pandemic and the increasing tech-savviness of modern bankers may likely have accelerated this trend.
InMoment XI
AUGUST 17, 2023
Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers.
IntouchInsight
AUGUST 3, 2023
Consumers don’t care about the traditional divisions between industries. Channel blurring, the purchasing of goods and services from an alternative provider instead of one traditionally associated with it, is commonplace today. And this is especially evident in the competition between convenience stores and quick-serve restaurants.
TechSee
AUGUST 17, 2023
8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
ShepHyken
AUGUST 29, 2023
Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.
Eptica
AUGUST 24, 2023
Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.
AWS Machine Learning
AUGUST 30, 2023
Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. In a typical workflow, the radiologist supervises, reads, and interprets the images, and then concisely summarizes the key findings. The summarization (or impression ) is the most important part of the report because it helps clinicians and patients focus on the critical contents of the report that contain information for clinical decision-making.
InMoment XI
AUGUST 3, 2023
Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and prefer
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
IntouchInsight
AUGUST 14, 2023
Loyalty programs can take many forms. From a punch-card style program where customers eventually get an item after a certain number of purchases to subscription-based models where members get exclusive perks. But across each model, the consistent theme is additional value for customers.
TechSee
AUGUST 10, 2023
TechSee, Brings AI Visual Service Automation to AWS Omnichannel Customer Experience New York, NY, August 10, 2023 — TechSee, a global leader in Visual Service Automation, has announced today it is working with Amazon Web Services (AWS) to support Amazon Connect, an easy-to-use omnichannel cloud contact center that provides superior customer service at a lower cost through the integration of TechSee’s artificial intelligence and augmented reality platform.
ShepHyken
AUGUST 16, 2023
The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.
BirdEye
AUGUST 31, 2023
A memorable online reputation makes all the difference in a business’s success. This involves many aspects, but one critical element is managing Google reviews effectively. For this, automating Google reviews has become a strategic approach to enhancing your brand’s image and credibility. In this article, we discuss how you can automate Google reviews from satisfied customers and build your credibility.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Help Scout
AUGUST 22, 2023
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
AWS Machine Learning
AUGUST 30, 2023
Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities.
eglobalis
AUGUST 1, 2023
How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.
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