InMoment XI

MAY 10, 2024

Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.

Social Media 260

Social Media Analysis Chatbots Analytics 260

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short.

Strategy 143

Strategy Customer Experience Self Service How To 143

IntouchInsight

MAY 3, 2024

The Quick-Service Restaurant (QSR) industry is constantly evolving. Among all the trends influencing how restaurants operate, digital ordering cannot be ignored.

Trends 156

Trends Industry 156

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents.

Customer Service 130

Customer Service Strategy Self Service How To 130

Advertisement

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

MAY 9, 2024

As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.

Contact Center 109

Contact Center Training Guidelines Interaction 109

Experience Investigators by 360Connext

MAY 7, 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape yo

Healthcare 143

Healthcare Culture Customer Voice Connections 143

Zonka Feedback

MAY 9, 2024

Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.

Feedback 98

Feedback Survey Healthcare Tools 98

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.

Government 91

Government Policies Guidelines Leadership 91

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience 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: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.

Customers 78

Customers Examples Comparison Customer Experience 78

Advertisement

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

Bill Quiseng

MAY 8, 2024

The customer is not always right. But the customer is ALWAYS YOUR customer. Listen intently, respond empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor. Contrary to popular customer service mantras, when all alternatives don’t work, DON’T fire the customer.

Customers 78

Customers Customer Service Customer Experience Company 78

Middlesex Consulting

MAY 10, 2024

The post When Talking About Aftermarket, It’s Time to Show You the Money appeared first on Middlesex Consulting.

Consulting 78

Consulting 78

dscout People Nerds

MAY 6, 2024

GenAI pulls from limited resources—and only knows as much as you tell it. These tips will help you improve its effectiveness for research purposes.

Training 93

Training How To Tips Resources 93

Clarivate

MAY 8, 2024

Discover how the Web of Science Research Intelligence platform will revolutionize research evaluation by driving responsible innovation and demonstrating societal impact. At Clarivate , we recognize the pivotal role that research plays in shaping the future. That’s why we’re excited to announce the development of Web of Science Research Intelligence , a next-generation software solution powered by AI that will empower researchers to accelerate breakthroughs and research institutions to better me

Innovation 75

Innovation Conference Measurement Policies 75

Advertisement

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

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

How To 89

How To Comparison Customer Expectations Customers 89

SaleMove

MAY 3, 2024

How do you choose between enhancing customer experience and staying on budget? With Glia’s Embedded Interaction Visualizer, you don’t have to. The post The Ease of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 84

Interaction Customer Service Customer Experience Customers 84

ShepHyken

MAY 5, 2024

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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 72

Customer Service Social Media Tips Trends 72

The DiJulius Group

MAY 6, 2024

Designed to Gauge a Candidate’s Service Aptitude Potential The brands that will survive the next decade will be the ones that remained relentless with their hiring standards. You get what you pay for; hiring great people is an investment. Every employee is like a stock in your investment portfolio. The rock star rule is. Read Full Article The post Interviewing for Customer Experience Rockstars appeared first on The DiJulius Group.

Customer Experience 72

Customer Experience Groups Customers Brands 72

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Brandwatch CX

MAY 7, 2024

What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.

74

74

Adrian Swinscoe

MAY 8, 2024

Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.

Software 64

Software Management Employee Engagement Customer Journeys 64

Interactions

MAY 6, 2024

The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Further, the recent boom of Generative AI has exponentially changed the landscape, and the rapid pace of development has left CX and customer service leaders grappling with a new set of challenges.

Interaction 62

Interaction Customer Service Data Self Service 62

ShepHyken

MAY 5, 2024

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. 8 customer service trends to know in 2024 by Martha Kendall (SproutSocial) Customer service trends in 2024 are all about meeting your customers where they are, personalizing your interactions and reaching a resolution as efficiently as possible.

Customer Service 64

Customer Service Social Media Tips Trends 64

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

BirdEye

MAY 9, 2024

Safe and reliable advertising is crucial for both customers and businesses today. The latest Google Ads Safety Report highlights the search giant’s commitment to ensuring a secure and reliable ads ecosystem. It emphasizes Google’s ongoing efforts to combat scams, misleading ads, and other threats. In its report, Google showcases its relentless pursuit of maintaining a safe digital advertising environment, leveraging cutting-edge technologies like generative Artificial Intelligence (AI) and Large

Report 58

Report Advertising Policies Financial 58

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. For customer service managers, tackling early life churn is not just about retaining a number, but nurturing a potentially lifelong relationship with each customer.

How To 52

How To Social Media Analytics Touchpoint 52

Doing CX Right

MAY 10, 2024

Is "Customer Service Free"? What does this mean and how can it transform your brand? Read Stacy Sherman and Seth Godin's conversation. The post Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin appeared first on Doing CX Right.

Loyalty 52

Loyalty Customer Service Customers Brands 52

SaleMove

MAY 10, 2024

Stay ahead in customer service! Explore the latest trends and solutions in Customer Service Technology. Discover how innovation is transforming customer support. The post Uncover Solutions to the Latest Customer Service Technology Trends appeared first on Glia Blog | Digital Customer Service Explained.

Trends 52

Trends Technology Customer Service Innovation 52

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

SurveySparrow

MAY 9, 2024

User feedback is all about what your customers think about you. It’s as simple as that. But it can also make or break your business! You must understand the meaning, importance, types, and feedback collection methods to stay ahead of the competition. But don’t you worry! I have covered all this and much more in the simplest way possible—right here!

Feedback 52

Feedback How To Social Media Effort Score 52

Customer Enthusiast

MAY 6, 2024

I was thinking about the widely-read business book Blue Ocean Strategy, which was published 20 years ago, and the application of its central premise to purpose-driven work today. In the book, red ocean strategies represent the way business is approached in most industries: competing for contested—and often shrinking—demand and market share.

Strategy 62

Strategy Industry Marketing Employee Engagement 62

CSM Magazine

MAY 10, 2024

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere, putting their strengths and abilities to the test across different industries. In those stormy moments is where excellent customer care makes a difference; it flips potential problems into opportunities for closer relationships.

Customer Service 52

Customer Service Customer Service Representative Training Policies 52