InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. However, there may be instances where your business must learn how to delete a Facebook Page in order to protect your brand reputation. Here are some of the common reasons why a business might want to delete their Facebook Page: Rebranding: Your company is undergoing a rebranding process and you’d like to start fresh with a brand new Facebook Business Page.

Brands 260

Brands How To Social Media Feedback 260

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 226

B2C B2B Strategy Marketing 226

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 225

Strategy How To Wait Times Customer Satisfaction 225

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. The company received a Bronze Stevie in 2017, a Silver Stevie in 2019, and another Silver Stevie in 2020.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

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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.

Customers

IntouchInsight

APRIL 19, 2024

Customer preferences have certainly evolved over the last decade. From technological advancements to economic shifts, many factors influence what customers want from brands today.

Marketing 156

Marketing Technology Brands Report 156

Alida

APRIL 19, 2024

The Rosenfeld Media Advancing Research conference brings together experts in user and market research to discuss the most pressing challenges in our industry and help all of us raise our game. This year’s event focused on two themes: “Yielding Strategic Influence” and “Ensuring Excellence in Our Craft,” with thought-provoking perspectives from incredible speakers.

Conference 130

Conference Industry Marketing User Experience 130

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

Social Media 154

Social Media Financial Loyalty Survey 154

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 187

Customer Service Chatbots Analytics Customers 187

ShepHyken

APRIL 16, 2024

I love seeing amazement in action. I was at the airport last week with a friend who accidentally spilled his soda. Within moments, an airport employee came over with a bucket and mop to clean up the spill. My friend apologized for making a mess, and the woman’s response surprised both of us. She said, “My name is Laura, and it is my pleasure to clean up your spill.

Hotels 142

Hotels Customer Service Training Customer Service Training 142

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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.

Communication

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

AWS Machine Learning

APRIL 16, 2024

Generative artificial intelligence (AI) is transforming the customer experience in industries across the globe. Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels.

Innovation 123

Innovation System Training Software 123

Zeisler Consulting

APRIL 16, 2024

Some of your Customers are idiots. Hey, full disclosure, that includes me. In fact, in some circles, I’m known as the “LCD,” or least-common denominator. As the joke goes, Z is the dimmest bulb in the group, and as such, if I get something, everybody should be able to understand it. Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer.

Contact Center 93

Contact Center System Policies Customer Centricity 93

ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Join us for “Delving into Digital Conversations for Business Survival or Irrelevance,” featuring Paolo Fabrizio , one of the leading authorities in Europe on this key subject.

Insurance 103

Insurance Consulting Travel B2B 103

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

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Customer Success Strategy Industry 106

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Customer Service Training 139

Customer Service Training Customers Customer Service Study 139

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

AWS Machine Learning

APRIL 9, 2024

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi

Knowledge Base 114

Knowledge Base Financial Examples Comparison 114

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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

Blueshift

APRIL 16, 2024

With impending interest rate cuts later this year and beyond, the time is now for financial institutions to optimize their tech stack. History has shown that when interest rates drop, it sets off a chain reaction in the market. Consumers rush to secure mortgages, explore refinancing options, and seek alternative financial products. When the time comes, those who are digitally prepared will capitalize on the influx of consumers seeking new mortgages and refinancing deals.

Engagement 103

Engagement Financial Consumers System 103

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Now, Jose was not your everyday, ordinary lion, oh no, he was much more than that. He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

Daniel Group

APRIL 18, 2024

Want to Improve CX Significantly? Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly.

Communication 98

Communication Strategy NPS Net Promoter Score 98

BirdEye

APRIL 2, 2024

Ever looked back at your early YouTube videos and cringed? You’re not alone. As a content creator on YouTube, it’s natural to have moments where you consider deleting some of your older videos. Maybe the quality isn’t up to par, or the content no longer aligns with your channel’s current direction. However, before you rush to hit that delete button, there’s a better option to consider.

Video 110

Video Metrics Trends Data 110

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.

Customer Insights

Upstream Works

APRIL 11, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

88

88

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. For RAG-based applications, the accuracy of the generated responses from FMs depend on the context provided to the model.

Knowledge Base 112

Knowledge Base Strategy Examples Meeting 112

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This might sound like an unusual juxtaposition, but bear with me as I draw parallels between these two seemingly disparate fields. Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the gl

Connections 111

Connections Customer Experience Social Media Analysis 111

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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.

Self Service

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Ready to learn how a simple question can lead to big changes?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Beyond Philosophy

APRIL 18, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

Advertising 78

Advertising Conference Technology Brands 78

2020 Research

APRIL 8, 2024

April 9, 2024, Iselin, NJ: Sago, a trusted leader in market research, announces the formal launch of Sago Health, advancing its 58-year legacy of expertise in the healthcare field. Sago Health provides a new path to healthcare research and aims to simplify the complexities healthcare organizations and agencies traditionally face by providing innovative solutions tailored to meet its unique challenges and needs.

Healthcare 100

Healthcare Innovation Study Technology 100