Trending Articles

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Customer Experience Consulting: Why It’s the Key to Your Success

InMoment XI

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. But what does that really mean for your business? Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations.

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[Experience Action Podcast] CX Pulse Check – September 2024

Experience Investigators by 360Connext

This is your September CX Pulse Check. Once a month, we check in with news and current events to find out what’s happening in the world of customer experience and discuss ideas and insights that we can learn from as CX leaders. Ever wondered how a company with a loyal customer base could fumble a major app redesign? Get ready to discover the profound impacts of customer feedback – or the lack thereof – as Jeannie Walters and special co-host Karen Lynch, Head of Content at Greenbook, dissec

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12 Insights from Restaurant Mystery Shopping

IntouchInsight

Mystery shopping programs offer restaurant operators and managers a unique opportunity to see their business through a guest’s eyes. This powerful tool provides an unbiased perspective on your operations, revealing insights that might otherwise slip through the cracks and uncovering hidden improvement opportunities.

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How Stoic Philosophy Can Help You Up Your Customer Experience Game

ECXO

How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.

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How To Drive Retail Results With Integrated Tech And UX Design

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

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7 Proven Customer-Centric Strategies Smart CEOs Use to Drive Growth

C3Centricity

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.

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Retail Guide: Getting Your Store Ready for the Holiday Shopping Season

IntouchInsight

Get your retail store ready for the holiday shopping season. Uncover insights into consumer holiday shopping behavior and get strategies to maximize sales.

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Is Marketing Ethical? A Deep Dive into Scarcity Tactics and Ethics

Beyond Philosophy

In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.

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Web of Science Research Assistant elevates discovery with responsible AI

Clarivate

The Web of Science Research Assistant, a generative AI-powered tool built with and for researchers, is now available to the global research community. After extensive collaboration and testing with the research community that began in December 2023, we are pleased to announce the global launch of the Web of Science Research Assistant. The research assistant combines the power of generative artificial intelligence (AI), the Web of Science knowledge graph and an all-new chat interface to provide r

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Top 5 Customer Service & CX Articles for Week of September 9, 2024

ShepHyken

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 comments about each article and would like to hear what you think too. Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Very Demure, Very… Off-Brand? How to Use Trends in Social Media Marketing

Brandwatch CX

Avoid these common mistakes when using trend-based marketing. Here's how to use trends in the right way for your social media marketing efforts.

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[Experience Action Podcast] Synergy with CX, EX, UX

Experience Investigators by 360Connext

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This is Why You Can’t Walk in the Customer’s Shoes, So Stop Trying.

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?

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Social Media Moderation: An Ultimate Guide for 2024

Helpware

We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.

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The AI Superhero Approach to Product Management

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

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Transforming Customer Service from a Cost Center to a Profit Center with Brett Frazer

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?

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In conversation with the library community: The Pulse of the Library report

Clarivate

New Clarivate report assesses current and expected trends and investigates the impact of technologies, including AI, on librarians and their communities through a global survey of academic, national and public libraries. Advanced technologies, in particular Artificial Intelligence (AI), are reshaping the world of education and research, offering new possibilities for enhancing learning outcomes, accelerating discovery and improving content accessibility.

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Deploy Amazon SageMaker pipelines using AWS Controllers for Kubernetes

AWS Machine Learning

Kubernetes is a popular orchestration platform for managing containers. Its scalability and load-balancing capabilities make it ideal for handling the variable workloads typical of machine learning (ML) applications. DevOps engineers often use Kubernetes to manage and scale ML applications, but before an ML model is available, it must be trained and evaluated and, if the quality of the obtained model is satisfactory, uploaded to a model registry.

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Mastering the marketing funnel: From awareness to advocacy

BirdEye

According to Birdeye’s The One report , 38% of consumers say leaving a favored service provider is emotionally difficult. At least as or more so than ending a relationship with a significant other. But they need to become your customers before such a deep relationship is built. Businesses must first capture the attention of potential clients. Then they must nurture them through the marketing funnel, gradually transforming them from prospects to loyal customers.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Customer Experience at Northwestern Mutual: The Role of AI, Legacy, and Leadership

Blake Morgan

                                                                           Northwestern Mutual, a financial services company with over 165 years of history, is setting a new standard for customer experience by embracing cutting-edge technology without losing sight of its legacy.

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The Most Important Customer Service Skills Your Employees Need to Have

The DiJulius Group

Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.

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The next wave of innovators: Who to watch in 2024

Clarivate

Did you know that over 80% of executives rank innovation among their top three priorities, yet only 10% are satisfied with their organization’s innovation performance [1] ? This striking gap underscores the critical need for robust patent benchmarking data to inform better decision-making and drive innovation success. Our latest report, “Innovators to Watch 2024,” shines a spotlight on the organizations on the cusp of breaking into the Clarivate Top 100 Global Innovators rankings.

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Effectively manage foundation models for generative AI applications with Amazon SageMaker Model Registry

AWS Machine Learning

Generative artificial intelligence (AI) foundation models (FMs) are gaining popularity with businesses due to their versatility and potential to address a variety of use cases. The true value of FMs is realized when they are adapted for domain specific data. Managing these models across the business and model lifecycle can introduce complexity. As FMs are adapted to different domains and data, operationalizing these pipelines becomes critical.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, 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.

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Healthcare local SEO best practices to attract more patients

BirdEye

Your healthcare business needs a robust online presence so patients can find you online. Patients now rely on search engines like Google to locate and evaluate healthcare providers in their area. The recent “The One” report by Birdeye shows many consumers (58%) won’t even try to seek out businesses that don’t have an online presence. As a healthcare practice, standing out in local searches is key to attracting more patients and growing your practice.

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AI and employment law gaps: Three ways businesses can navigate current and future challenges

Adrian Swinscoe

This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe.

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How to Deliver Exceptional CX using an integrated Customer Feedback System? A Closer Look at RIPE NCC’s Success Story

Zonka Feedback

Customer experience is no longer just a competitive advantage—it’s the backbone of successful companies. In fact, 86% of buyers are willing to pay more for a great experience, yet only 1 in 3 companies actually deliver on customer expectations. The gap? Disconnected feedback systems that fail to provide real-time, actionable insights.

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Which Customer Success Platform Will Future-Proof Your Business?

Gainsight

A few decades ago, the predictions for 2024 included flying cars and robots everywhere. While some of our ideas came true, most did not. In fact, looking back on everything we thought we would have by now only shows us how hard it is to predict what the future will hold. Instead, the best we can do is prepare for as many futures as possible. For SaaS companies, that means identifying what our teams need to succeed and what tech is available to help them.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Introducing Uplight’s New & Improved Solution for Business Customer Engagement

Uplight

Uplight has been enabling utilities to better serve their business customers for 15 years, and now we are excited to share what we’ve been working on behind the scenes: our next-generation solution for business customers. Our new-and-improved solution is custom built to meet the needs of your business customers – all with the goal of Read More The post Introducing Uplight’s New & Improved Solution for Business Customer Engagement appeared first on Uplight.

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19 ways to promote your YouTube channel for higher reach (with tips)

BirdEye

Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website. However, it is not just about creating and uploading videos. Your team must know how to promote your YouTube channel to truly harness the power of the platform.

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If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega

Adrian Swinscoe

Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.