InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company, we’re witnessing the dawn of the “Third Wave of CX” But what does this mean for CX leaders? In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape

Loyalty 260

Loyalty Brands Net Promoter Score Omni-Channel 260

Retently

MAY 21, 2024

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance?

Net Promoter Score 146

Net Promoter Score NPS Culture Survey 146

Alida

MAY 21, 2024

A Q&A with Chief Advisor for Insights & Development at Greenbook, Lenny Murphy

How To 130

How To Marketing 130

ECXO

MAY 19, 2024

Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Like all the best CXers, she’s happy to share it all in conversation with ECXO podcast host Christopher Brooks.

B2B 114

B2B Customer Experience Professionals Consulting Measurement 114

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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.

Customer Experience

Team Support

MAY 21, 2024

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

Tools 95

Tools Knowledge Base Customers Data 95

Feedbackly

MAY 16, 2024

The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience.

Case Study 105

Case Study Effort Score Touchpoint Ecommerce 105

AWS Machine Learning

MAY 21, 2024

Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.

Effort Score 88

Effort Score Data Innovation System 88

Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Innovation 89

Innovation Call Recording Conference Tools 89

ShepHyken

MAY 19, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

Customer Service 80

Customer Service Government Trends Contact Center 80

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.

Data

delighted

MAY 20, 2024

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.

Survey 82

Survey Roadmap Ecommerce NPS 82

The DiJulius Group

MAY 21, 2024

We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and. Read Full Article The post Becoming Better Leaders appeared first on The DiJulius Group.

Employee Experience 77

Employee Experience Groups Training Culture 77

Clarivate

MAY 21, 2024

We have released the first version of the Clarivate Academic AI Platform, serving our suite of AI-powered Research Assistants. Discover how it is going to help address the needs of students, researchers and librarians for trusted AI. At Clarivate TM , we understand the transformative power of artificial intelligence (AI) in the academic realm and the imperative to introduce AI thoughtfully and responsibly into research, teaching and learning environments.

Government 75

Government eBook User Experience Innovation 75

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

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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

AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

System 88

System Training e-support Groups 88

SaleMove

MAY 17, 2024

Learn from Glia’s own conversational designers as they share how to craft effective responses for your virtual assistant. The post 10 Tips for Writing Effective Virtual Assistant Responses appeared first on Glia Blog | Digital Customer Service Explained.

Tips 76

Tips Customer Service How To Chatbots 76

The DiJulius Group

MAY 15, 2024

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered. Read Full Article The post 156: The Famous Way appeared first on The DiJulius Group.

Groups 87

Groups Customer Service Company Customers 87

Helpware

MAY 21, 2024

In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.

Competitive Advantage 68

Competitive Advantage Customer Experience Connections Customers 68

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Communication

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

AWS Machine Learning

MAY 15, 2024

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

Software 90

Software Comparison How To Measurement 90

Adrian Swinscoe

MAY 20, 2024

Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.

Customer Journeys 59

Customer Journeys Consumers Customer Experience Management Leadership 59

Zonka Feedback

MAY 20, 2024

Market research is essential for business growth as it enables businesses to understand their customers, identify market opportunities, mitigate risks, optimize marketing strategies, and make informed decisions. It helps businesses identify the preferences, behaviors, and pain points of their target market.

Marketing 59

Marketing Feedback Strategy Survey 59

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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

Amplifai Coaching Category

MAY 22, 2024

Overwhelmed by call center analytics? Discover practical solutions to common challenges. Learn how to effectively analyze data, leverage AI, and implement targeted strategies to improve agent performance, customer satisfaction, and operational efficiency.

Call Center 52

Call Center Analytics How To Customer Satisfaction 52

Gainsight

MAY 22, 2024

Beyond the flashy shoes, the fun swag, and the adorable puppies, Pulse is a place to share CS knowledge with like-minded people. For two days, customer success leaders and practitioners get together to educate, swap strategies, and collaborate. It’s one of the reasons our community is so strong—we dedicate time to helping each other succeed. It’s impossible to share everything that we learned at Pulse 2024, but we picked our top 8.

Self Service 52

Self Service Chief Customer Officer Tools Customer Success 52

Uplight

MAY 22, 2024

The global energy landscape has changed rapidly over the past decade—and Gretchen Bakke has been deeply immersed in the transition. As an author, anthropologist, and researcher, Gretchen has studied how energy infrastructure is rapidly evolving in the United States, Canada, and Europe—and the meaningful role the grid plays in our personal lives and national policies.

Policies 52

Policies Study Leadership 52

CSM Magazine

MAY 22, 2024

Are you tired of the same old SEO tactics that seem to get you nowhere in the vast digital landscape? It’s time to move beyond keywords and tap into the strategic power of professional SEO. In the ever-evolving world of online content, staying ahead of the game requires a fresh approach. Let’s explore how a seo expert can elevate your digital presence and drive tangible results. 1.

User Experience 52

User Experience Analytics Analysis Strategy 52

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

The DiJulius Group

MAY 22, 2024

Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five. Read Full Article The post 157: Cutting-Edge AI Trends and How to Apply Them to Your Customer Experience appeared first on The DiJulius Group.

Trends 52

Trends Customer Experience How To Consulting 52

Help Scout

MAY 20, 2024

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

Technology 57

Technology Company 57

Clarivate

MAY 21, 2024

With the goal of cancer treatment generally to extend a patient’s life for a meaningful length of time, overall survival (OS) is widely considered the ‘gold standard’ endpoint in oncology clinical trials [1] [2]. However, alternative oncology-relevant endpoints beyond OS offer great potential for supporting faster and more efficient access to therapies.

Healthcare 52

Healthcare Guidelines Analysis Measurement 52