InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

SEPTEMBER 20, 2022

Every successful business outcome benefits from having a reliable, flexible, actionable and amply proven template and improvement guide. This is as true for employee experience (EX) as customer experience (CX). Employee Satisfaction: Providing a Little More Than the Basics.

Customer Experience 260

Customer Experience Employee Engagement Culture Conference 260

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

InMoment XI

FEBRUARY 12, 2024

What is Integrated Customer Experience (CX)? It’s creating an integrated customer experience by seamlessly bringing together a wealth of information, utilizing cutting-edge technology, and providing top-notch service to reveal the hidden gems within your customer experience. However, that couldn’t be further from the truth.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

InMoment XI

FEBRUARY 1, 2024

Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. It offers a deep understanding of customer and employee feedback, transforming complex data into clear and actionable insights. Data is gold.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Comm100

MARCH 25, 2024

Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and development will help ensure that your chatbot is effective, and that it meets customers’ expectations every time.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. To inspire you and your team’s efforts to improve experiences—for customers, employees, and beyond—we’ve pulled together a quick recap of our latest and most viewed CX strategy webinars. What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? See Figure 2.

Call Center 98

Call Center Gamification Contact Center Training 98

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It turns out employees weren’t quitting work altogether. That will be a major focus in 2023 (and beyond).

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Lumoa

JANUARY 27, 2023

In This Article: What is a Customer Experience Audit Checklist? A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. A customer experience audit evaluates the customer’s experience while engaging with a business or a brand. So what can be done?

Customer Journeys 208

Customer Journeys Customer Experience Customer Service Touchpoint 208

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Here’s your ultimate guide on how to build a customer experience department. Identify the Company’s Goals 2.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. Push for change actively.

Brands 215

Brands Customer Experience Customer Journeys Net Promoter Score 215

Comm100

MARCH 23, 2022

Clearly, to attract new members it’s important for credit unions to provide an outstanding digital member experience. Live chat gives credit unions an accessible and frictionless path to engage with potential members. Read more: How to Improve Credit Union Member Engagement. Deliver around the clock engagement.

Chatbots 224

Chatbots Social Media Banking Omni-Channel 224

BlueOcean

JANUARY 31, 2023

Or this: An outsourcer with 1000 employees supports a global eComm client who sees peak volume in summer months, requiring a 50% increase in frontline employees for a period of four months each year. The employee experience, and associated attrition, can vary widely by program.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

BirdEye

MARCH 29, 2024

The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before. 34 Instagram story ideas for businesses in 2024 FAQs on Instagram story ideas Manage your Instagram account with Birdeye How to post a story on Instagram? Table of contents How to post a story on Instagram?

Social Media 109

Social Media Video Guidelines Feedback 109

TechSee

AUGUST 14, 2023

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. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Uniphore

JULY 1, 2021

Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. Kumaran Shanmuhan, Chief Growth Officer at Jacada. Register Now.

Social Media 218

Social Media Call Center Study Contact Center 218

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I was certainly an influencer in CX but not a lone change agent.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial.

Social Media 116

Social Media Management Guidelines Brands 116

Playvox

FEBRUARY 13, 2024

As a contact center leader, the top agents you hire, train, and manage are the clutch players. They are among your organization’s most valuable assets, and you depend on them to deliver loyalty-building customer experiences every day, with every interaction. Do you want to improve overall customer experience?

Contact Center 88

Contact Center Gamification Measurement Training 88

Comm100

FEBRUARY 21, 2023

Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more. Improve customer experience Customer experience (CX) is more important than ever today. times more revenue than competitors with lagging CX.

Customer Service 166

Customer Service Chatbots Wait Times Industry 166

Storyminers

MARCH 17, 2021

Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line. Once you design your customer experience in a way that your employees will want to deliver it, you can tell its story. You can read the full guide here.

Innovation 246

Innovation Case Study Social Media Tips 246

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Engagement 246

Engagement Contact Center How To Metrics 246

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 81

Survey Tips How To Net Promoter Score 81

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. AI can provide personalized experiences, making customers feel seen and understood. Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? This guide will explore the whats, hows, and whys of workforce optimization. And with labor as an expensive and valuable contact center asset, optimizing your employee efficiency to positively impact the bottom line is also a must-have.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. But now comes the big question: What does it take for customer experience teams to build loyalty and retention? They also need consistent experiences that prove they can count on your team. Are there user experience issues you can address? Alexa, tell me a joke!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

COPC

JANUARY 15, 2024

This second installment of the series will offer insights into onboarding best practices for new employees.  We will focus on the importance of the first 90 days, reasons new hires leave during this period, and tips to increase the likelihood of a new hire becoming a long-time employee.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). But it goes beyond enabling automation.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Experience Investigators by 360Connext

JANUARY 10, 2023

Employees are engaged in not just the idea of customer experience , but in their role as an important part of it. Service costs are down , thanks to fewer issues and more efficiencies from supply chain management to first issue resolution! Overall, customer experience is no longer just talk at your organization.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Comm100

MAY 4, 2022

In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools. Members that traditionally sought in-branch support now expect digital services to supplement their member experience.

Chatbots 189

Chatbots How To Omni-Channel e-support 189

Retently

MARCH 26, 2024

Whether you need more affordable pricing, specialized features, or differing levels of complexity, our guide dives into the top survey solutions vying for your attention. User Experience The complexity of a survey platform can be a double-edged sword. Customer Experience A product might meet your needs in terms of features and price.

Survey 78

Survey Multi-Channel Effort Score Analysis 78

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

TechSee

APRIL 17, 2022

Your experience will depend on the agent’s next few words. The unpleasant experience of being bounced around, waiting on hold as you are passed from one customer service agent to the next is why many consumers dread contacting customer support. Warm transfers deliver an effortless and seamless customer experience.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Calabrio

DECEMBER 10, 2020

Analytics are providing real-time insight and helping management make faster and better business decisions. Agents Become Strategic, More Engaged. While this creates some immediate staffing changes, the shift toward more strategic and experienced employees greatly benefits most contact centers.

Contact Center 264

Contact Center Self Service Competitive Advantage Leadership 264

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89