Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L. The frontline experience gap has three dimensions—Competence, Supervision, and Data and here I am at the frontline with the following scenarios for you to consider.
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo
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Adrian Swinscoe
OCTOBER 6, 2023
This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving the customer experience first appeared on Adrian Swinscoe.
Cyara
OCTOBER 3, 2023
We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.
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.
Cyara
OCTOBER 5, 2023
Cloud migration, omni-channel usage, greater digitization, increased adoption of voice bots and voice biometrics, along with rapid developments in artificial intelligence (AI) are just a few of the ever growing advancements which are reshaping how organizations like yours are interacting with customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
BirdEye
OCTOBER 3, 2023
What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati
SAP Customer Experience
OCTOBER 4, 2023
? Calling all tech enthusiasts! ? Join us for the upcoming Labs Talk Community Call where we’ll be diving deep into the world of Generative AI for Customer Experience. Our special guest, Jeffrey Hajewski, SAP CX AI Engineer, will be sharing his insights on LLM Prompt Engineering, Vector Databases, dealing.
SurveySparrow
OCTOBER 1, 2023
Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? The kind that made you feel valued, heard, and left a lasting impression? If you do, the fact that you recall it is proof of high-touch customer service!
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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
OCTOBER 2, 2023
For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.
BlueOcean
OCTOBER 4, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?
Experience Investigators by 360Connext
OCTOBER 3, 2023
Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.
ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
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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.
IntouchInsight
OCTOBER 5, 2023
Whether you’re hankering for a hoagie, grinder, or hero, subs are popular among sandwich lovers everywhere. And, in Intouch Insight’s recent Flash Points survey of 1465 consumers across North America, 58% of respondents included Subway among their favorite sub shops.
TechSee
OCTOBER 2, 2023
In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.
ReviewTrackers
OCTOBER 3, 2023
ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.
Alida
OCTOBER 3, 2023
Take your analytics and dashboards to the next level by leveraging benchmarks across products and metrics.
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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?
AWS Machine Learning
OCTOBER 6, 2023
Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.
Call Experts
OCTOBER 5, 2023
Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.
Genroe
OCTOBER 4, 2023
It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to analyse before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary. You pause for a moment to breathe. Where do you begin? What can you even […] The post The Critical Differences: Qualitative vs.
ECXO
SEPTEMBER 30, 2023
09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Today and every day, we’re reminded of our incredible impact on those we serve. Our passion fuels our dedication, making every interaction a meaningful one.
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.
AWS Machine Learning
OCTOBER 5, 2023
Large language models (LLMs) have captured the imagination and attention of developers, scientists, technologists, entrepreneurs, and executives across several industries. These models can be used for question answering, summarization, translation, and more in applications such as conversational agents for customer support, content creation for marketing, and coding assistants.
Middlesex Consulting
OCTOBER 2, 2023
Bob is the vice president of manufacturing for a business that processes, packs, and ships seeds to customers in the lower 48 states. The company has a constraint in the bag and seal area. Bob set up a buying committee consisting of himself and the managers of production, facilities, and purchasing, with the CFO in […] The post Lessons Learned from 3 Sales Calls appeared first on Middlesex Consulting.
Beyond Philosophy
SEPTEMBER 30, 2023
Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.
SAP Customer Experience
OCTOBER 5, 2023
In November 2022, with Commerce Cloud 2211 release, we at SAP made a significant announcement regarding our commitment towards the accelerated innovation and modernization of SAP Commerce Cloud. As we approach the one-year anniversary since this announcement and release, I feel it is a fitting moment to share the results.
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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,
AWS Machine Learning
OCTOBER 5, 2023
Artificial intelligence (AI) and machine learning (ML) have seen widespread adoption across enterprise and government organizations. Processing unstructured data has become easier with the advancements in natural language processing (NLP) and user-friendly AI/ML services like Amazon Textract , Amazon Transcribe , and Amazon Comprehend. Organizations have started to use AI/ML services like Amazon Comprehend to build classification models with their unstructured data to get deep insights that they
The DiJulius Group
OCTOBER 2, 2023
By John DiJulius and Dave Murray “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company success as a personal crusade.” – Stan Slap When entrepreneurs start a company, they. Read Full Article The post How To Identify Talent: 7 Key Traits That Set Emerging Leaders Apart appeared first on The DiJulius Group.
Helpware
OCTOBER 3, 2023
Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with Helpware VP of Marketing, Alexei Piskunov, he unveiled intriguing insights about the trajectory of this evolution, prevalent trends, and the horizon ahead.
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