Lithium

APRIL 2, 2024

Khoros Academy: Early Access Program : If you are interested in joining our early access program to help give feedback and shape future content, please reach out to your Khoros Customer Success Manager by April 30, 2024. This change may impact the functionality of some features on our platform. Communities Community Aurora 24.2

Roadmap 52

Roadmap Metrics CRM Resources 52

Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March! Currently, this is an invite-only, early access period for new users beginning today through the end of April.

Social Media 52

Social Media Self Service Roadmap Insurance 52

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. About Michelle Morris: Michelle Morris is the Associate Director of CX Transformation at Verizon Connect. Michelle holds 6 U.S.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

ChurnZero

APRIL 12, 2024

Catch up on what’s new from Q1 2024, and see how it makes a difference, in our quarterly roundup of ChurnZero product release notes. How it makes a difference : Manage progress and stay on top of where every customer is on their journey, whether it’s events, logins, or completed courses.

Course 52

Course Customer Journeys Groups Customer Success 52

Clarivate

JANUARY 19, 2024

While the unknowns of AI are top of mind, there are many variables in the IP legal industry projected to influence 2024. Establishing a strategic plan for 2024 requires IP leaders to place their bets on which of these trends will most likely impact patents and trademarks this year. This will be a game-changer.”

Industry 59

Industry Wireless Trends Financial 59

SurveySensum

MARCH 20, 2024

Well, Customer Experience Management is the solution! Let’s start by understanding what exactly is a Customer Experience Management Software. What is a Customer Experience Management Software? Let’s now explore the top Customer Experience Management software companies to find the right match for you!

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

ShepHyken

APRIL 28, 2024

This article includes five ways to manage the VIP experience, and of course, there’s technology, personalization, and more. 3 Trends That Will Likely Dominate Customer Loyalty Programs In 2024 by Zsuzsa Kecsmar (Forbes) Loyalty programs are often recognized as a way to retain customers and let companies showcase their brand values.

Loyalty Programs 70

Loyalty Programs Customer Service Self Service e-support 70

CSM Magazine

DECEMBER 22, 2023

We’ve witnessed some breakthroughs that redefine how we connect to technology and how we perceive it. Whether we marvel at innovations or enjoy the enhancement of the current ones, 2024 is indeed a promising year for the technological landscape. Businesses thrived and many opportunities opened and eventually skyrocketing the economy.

Technology 52

Technology Innovation Social Media Healthcare 52

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

Customer Service 80

Customer Service Government Employee Experience Video 80

ShepHyken

FEBRUARY 4, 2024

trillion annually, according to new research by the experience management company Qualtrics. Our customer service research finds that in 2024, the average consumer will give a company or brand two chances to make amends for a bad experience before moving on. Connect with Shep on LinkedIn. Bad Customer Service Puts $3.7

Customer Service 61

Customer Service B2B Loyalty B2C 61

ChurnZero

JANUARY 4, 2024

Expanded roles and responsibilities: how will customer success evolve in 2024? “The landscape of customer success will shift significantly, with a heightened emphasis on commercialization,” says Growth Molecules founder and managing partner Emilia D’Anzica. We asked ChurnZero’s industry network of CS experts to weigh in.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

SurveySparrow

MAY 3, 2024

Kindly connect with the team for more details. 5) Being an experience management software , Qualtrics XM offers survey features for feedback collection. Kindly connect with their team to learn more. Consider connecting with their team for more details. Qualtrics XM Starting Price : $120 per month G2 Rating : 4.4 (5)

Tools 52

Tools Survey Analysis Feedback 52

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

ShepHyken

MARCH 25, 2024

In addition to the findings, there are also suggestions on how to manage the increased expectations. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included. As one general manager (GM) of a luxury hotel told us in an interview, “Our facility is our stage, and guests are paying for a performance.”

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

CSM Magazine

NOVEMBER 30, 2023

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. ParcelABC – Global Shipping Network for All Businesses ParcelABC has become a vital partner for small businesses in 2024, offering an expansive global shipping network that caters to a wide range of needs.

Transportation 52

Transportation Retail Technology Marketing 52

SurveySensum

MARCH 15, 2024

Well, how about I tell you that the whole process of market research can be automated and made simple, saving you a ton of time and energy, and can also help you in customer experience management ? So, let’s scroll down and get a sneak peek into these must-know market research tools of 2024. Sounds too good to be true? Well, it’s not.

Tools 52

Tools Software Marketing Analytics 52

Optimove

FEBRUARY 28, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Renowned expert whose research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management, will address attendees of  Optimove Connect.

Conference 52

Conference Connections B2C Tips 52

Happy or Not

OCTOBER 24, 2023

As we stand on the cusp of a new year, the retail industry is gearing up for the most significant challenges and exciting opportunities for the retail season in 2024. Whether you’re a leading retailer or a growing store, knowing the opportunities ahead and preparing for the challenges will prove a game-changer in the upcoming months.

Retail 36

Retail Multi-Channel Social Media Apparel 36

Gainsight

FEBRUARY 28, 2024

From Customer Success Managers (CSMs) to Community Managers (CMs) and Customer Education teams, everyone is feeling the pressure to protect Net Revenue Retention (NRR) and drive business growth through expansion. These seamless connections streamline the delivery of relevant content, fostering a cohesive user experience.

Self Service 52

Self Service Innovation Knowledge Base Resources 52

ShepHyken

FEBRUARY 18, 2024

They are often used interchangeably by businesses, but understanding the difference is crucial for businesses looking to thrive in 2024 and beyond. 6 Ways Businesses Will Be Leveraging Tech For Customer Experience In 2024 by Africa.com (Africa.com) Customer experience has fundamentally changed. Connect with Shep on LinkedIn.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

BirdEye

JANUARY 25, 2024

As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.

Automotive 58

Automotive Hospitality Healthcare Retail 58

Gainsight

JANUARY 22, 2024

Today is Community Manager Appreciation Day – recognizing the unsung heroes working behind the scenes to architect thriving, healthy communities that drive customer engagement and value. link] Our conversation ranged from how to decompress after hours to their proudest moments managing a community.

Management 52

Management Metrics ROI Measurement 52

NobelBiz

FEBRUARY 13, 2024

In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. These features range from managing calls to analyzing customer data. The algorithm predicts when agents will be available and which numbers are most likely to connect.

Call Center 59

Call Center Self Service Software Contact Center 59

BirdEye

JANUARY 25, 2024

As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.

Automotive 52

Automotive Hospitality Healthcare Retail 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. Connect with Shep on LinkedIn. My Comment: This week, we start with an article on trust.

Customer Service 57

Customer Service Retail Consumers Metrics 57

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. Here are the 7 trends in customer service of 2024 that are shaping the future of customer service. However, as we venture into 2024, it’s evident that AI isn’t here to replace humans but to work alongside them.

Trends 52

Trends Self Service Customer Service Chatbots 52

ShepHyken

JANUARY 14, 2024

Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. This compilation of nine best practices for managing unhappy customers comes from the Rolling Stone Culture Council. Connect with Shep on LinkedIn. My Comment: This week, we start with an article on trust.

Customer Service 55

Customer Service Retail Consumers Metrics 55

SurveySensum

FEBRUARY 28, 2024

And empowers managers and HRs with relevant feedback to improve their products, services, or internal processes. We’ve conducted thorough research and curated a list of the top 10 Anonymous Feedback tools that you should surely check out in 2024. Management of negative feedback. What is an Anonymous Feedback Tool?

Tools 52

Tools Feedback Analysis Survey 52

InMoment XI

MARCH 25, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. Benefits of Predictive Analytics in CX Predictive analytics is also making an impact on the way companies manage the customer experience. It’s an opportunity that your company can capitalize on today.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

SurveySparrow

FEBRUARY 22, 2024

These features enable you to collect and manage customer feedback. Integration capabilities allow you to connect your retention software with your CRM, email marketing tool, e-commerce system, and more. Customer Relationship Management (CRM) CRM is yet another crucial customer retention management software to consider.

Customer Retention 52

Customer Retention Software Gamification e-support 52

CSM Magazine

MARCH 8, 2024

At Sabio’s Disrupt 2024 in London earlier this week, Barack Obama – the former President of the United States – discussed the future of customer experience (CX), focusing on the risk and rewards associated with artificial intelligence (AI). ” And yes, you did read those opening paragraphs correctly!

Meeting 52

Meeting Technology Groups Customer Journeys 52

Kustomer

JANUARY 7, 2024

For example, if you’re deeply integrated with a CRM system, you might find that Intercom doesn’t offer the direct connection you need. Whether it’s Slack for internal communication, Salesforce for customer management, or Zapier for automating workflows. Drift’s customer service is generally well-regarded.

Omni-Channel 97

Omni-Channel Self Service e-support Knowledge Base 97

CSM Magazine

OCTOBER 4, 2023

Manual certificate management is on its last legs in 2023. Once the new system comes into force sometime in 2024, the certificate tracking and management workload will immediately quadruple. In this scenario, switching from manual to automated certificate management is the only smart move for a plethora of reasons.

Management 59

Management Ecommerce System Sales 59

SurveySensum

FEBRUARY 14, 2024

But before we jump into our top 10 picks for 2024, let’s take a moment to understand what employee feedback really is. But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. Well, you’re in the right place!

Tools 52

Tools Feedback Analysis Survey 52

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Is your CX strategy up to the task of meeting customers’ expectations going into 2024? Today, 73% of customers want companies to cater to their unique needs and expectations.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

Hospitality 260

Hospitality Call Center Retail NPS 260