InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy. Customer experience refers to the overall impression and perception customers have of a brand based on their interactions and touchpoints throughout their journey, encompassing every aspect of their engagement, from initial a

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. There needs to be a focus on intentional strategy, clear goals, effective communication, employee empowerment, and a commitment to continuous improvement. “We’re going to be customer-centric !

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

MyCustomer

JULY 12, 2023

Social media data on Wimbledon 2023 has revealed which players, brands, and issues have got Brits talking – but what can this teach us about customer experience?

Customer Experience 63

Customer Experience Social Media Customers Brands 63

The DiJulius Group

JULY 12, 2023

Imagine transforming how you handle customer service from a necessary part of the business to a moment that truly matters to the client. Sounds intriguing, doesn’t it? In today’s episode of The Customer Service Revolution, John welcomes Kevin Sloan, executive vice president of the branch network at KeyBank. You’ll discover the revolutionary approach to customer.

Customer Experience 52

Customer Experience Groups Customers Customer Service 52

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

Feedbackly

JULY 12, 2023

Touchpoints are how the brand engages with its customers and play a vital role in fostering a strong relationship between the two parties. Every buying journey has a complex web of touchpoints that can range from 20 to over 500! Also, research shows that it requires around eight touchpoints on average to close a sale. Optimizing touchpoints helps brands deliver a seamless and refined customer experience that aligns with your customer’s expectations and preferences.

Touchpoint 98

Touchpoint Customer Journeys How To NPS 98

BlueOcean

JULY 13, 2023

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Case Study 276

Case Study Sports Customer Care Study 276

SurveySparrow

JULY 13, 2023

In the rapidly evolving business landscape of the 21st century, the customer’s voice is louder and more influential than ever. The modern consumer has a myriad of choices at their fingertips, and their expectations are continually shifting. With such changes, it is crucial for businesses to understand customers deeply, gauge their sentiment, and exceed expectations.

Metrics 52

Metrics Customer Journeys Net Promoter Score Effort Score 52

SurveySensum

JULY 12, 2023

Chris went to the Zara store to buy a pair of jeans. After exploring for a while, he found a pair that fit him perfectly but he didn’t like the color of it. He asked the staff if they have something in black in their stock. The staff said they don’t and advised him to scan the QR code to check its online availability. But the scan didn’t work properly so Chris entered the product code and it showed that the product was available in black and in his size.

Retail 52

Retail Survey Feedback Roadmap 52

InMoment XI

JULY 11, 2023

In an era where customer expectations continually morph, businesses must always be a step ahead to keep their clients thrilled and engaged. And the most effective tool brands can use to stay ahead of the curve? Predictive analytics. “What is predictive analytics,” you may ask. Well, by thoroughly analyzing historical data, predictive analytics software can predict future customer needs and behavior, forging a proactive customer experience (CX) strategy.

Analytics 200

Analytics Customer Satisfaction Analysis Policies 200

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Customers

C3Centricity

JULY 10, 2023

As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.

Software 226

Software 226

Comm100

JULY 11, 2023

When Thompson Rivers University reached out to Comm100, its Future Students team was facing the same challenges that almost all admission and recruitment teams do across higher education. Increasing engagement with prospective students is essential to the university’s success, driving awareness, interest, and ultimately, enrolment. However, managing the high support volumes that come along with these goals is putting a strain on the tech, the team, and the support targets.

Chatbots 130

Chatbots Wait Times Social Media Connections 130

Steve DiGioia

JULY 10, 2023

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed.

Training 130

Training Resources Course Loyalty 130

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

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Communication

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

How To 143

How To Competitive Advantage System Social Media 143

Experience Investigators by 360Connext

JULY 11, 2023

❔"I represent CX in my organization. Although I try to be a change agent regarding the CX perspective, my organization continues to use NPS as a KPI (Key Performance Indicator) for the entire organization. What are your recommendations for promoting change in an organization where there is a high.

NPS 110

NPS Customer Centricity Culture Customers 110

ShepHyken

JULY 11, 2023

Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

Hotels 118

Hotels Customer Service Training Course Communication 118

Eptica

JULY 14, 2023

Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

Chatbots 105

Chatbots Trends Financial Interaction 105

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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?

Customer Experience

Team Support

JULY 13, 2023

Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

B2B 98

B2B Analysis Customer Satisfaction Customer Care 98

Adrian Swinscoe

JULY 10, 2023

Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.

Consumers 98

Consumers 98

Doing CX Right

JULY 9, 2023

Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership. The post Future-Proofing Your Business with Unstoppable CX Leadership and Innovation appeared first on Doing CX Right.

Leadership 98

Leadership Innovation Strategy Engagement 98

kommunicate

JULY 14, 2023

Last Updated on July 14, 2023 A customer interacts with you in multiple ways in the age of the Internet. Brand strategy, therefore, is not just a logo, design or a name. It should rather take into consideration every aspect of your business. Brand alignment is the “practice of ensuring that all aspects of a [.] The post How to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment appeared first on Kommunicate Blog.

Training 98

Training Brands Data How To 98

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

Magellan Solutions

JULY 13, 2023

Are you planning to embrace AI tools to streamline your lead-generation strategies? Lead generation is a crucial aspect of sales and marketing. This process involves nurturing prospects through social media marketing, gamification, whitepapers, online courses, or other lead generation strategies. All these allow you to entice your customers to choose your business over your competitors.

Tools 98

Tools Effort Score Social Media Gamification 98

BirdEye

JULY 12, 2023

Email marketing is a digital marketer’s favorite tool. People who opt-in to hear from your business are usually easier to convince than the leads from social media or other channels. But sometimes, the email marketing campaigns don’t go as planned. Reducing open rates, increased spam folder markers, and a low conversion rate can hamper your campaigns’ success.

Metrics 97

Metrics Report Tools Social Media 97

The DiJulius Group

JULY 14, 2023

As we know, when it comes to purchasing products and services, today’s customer is no longer willing to sit back and accept anything even close to mediocrity. What used to be thought of as a simple purchase is now a Brand Experience. Consumers take their interactions with businesses seriously, with clear visions–and strong expectations–­for customer.

Innovation 95

Innovation Technology Customer Service Groups 95

dscout People Nerds

JULY 11, 2023

Don’t settle for open-ends in your research designs. Adding closed-ends can improve data quality and promote the ease and efficiency of your co-creation and ideation research.

Data 95

Data 95

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Tips

Magellan Solutions

JULY 13, 2023

AI-powered outsourcing solutions have become crucial for driving growth and shaping traditional outsourcing processes. Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. It enables enterprises to improve efficiency, make data-driven decisions, and allocate resources. Companies can step up their game by adopting AI in outsourcing.

Chatbots 97

Chatbots Competitive Advantage Analysis Customer Satisfaction 97

BirdEye

JULY 10, 2023

Competitive intelligence is a game-changer for local businesses trying to attract new customers. While it may be a part of your marketing strategy, you might not be tapping into it as effectively as you can. Diving deep into competitor and market intelligence can reshape your approach. It can help you discover what rivals are saying and offering customers, along with gaining insights into their operations.

Social Media 94

Social Media Competitive Advantage Analysis Financial 94

Beyond Philosophy

JULY 8, 2023

Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn.

How To 78

How To Competitive Advantage System Connections 78