InMoment XI

SEPTEMBER 9, 2024

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.

Consulting 260

Consulting Customer Journeys Customer Experience ROI 260

Experience Investigators by 360Connext

SEPTEMBER 10, 2024

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

User Experience 162

User Experience Study Consumers Customer Journeys 162

IntouchInsight

SEPTEMBER 3, 2024

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.

Tools 294

Tools Management 294

ECXO

SEPTEMBER 4, 2024

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.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

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.

Retail

C3Centricity

SEPTEMBER 3, 2024

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.

Customer Centricity 156

Customer Centricity Strategy Trends Analytics 156

IntouchInsight

SEPTEMBER 10, 2024

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

Retail 156

Retail Sales Consumers Strategy 156

Beyond Philosophy

SEPTEMBER 6, 2024

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.

Marketing 78

Marketing Sales Customer relationships Strategy 78

Clarivate

SEPTEMBER 4, 2024

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

Government 98

Government Chatbots Trends Innovation 98

ShepHyken

SEPTEMBER 8, 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. 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.

Customer Service 70

Customer Service Self Service Loyalty Programs Customer Service Training 70

Advertisement

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.

Customer Experience

Brandwatch CX

SEPTEMBER 5, 2024

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.

Social Media 98

Social Media Trends Marketing How To 98

Experience Investigators by 360Connext

SEPTEMBER 3, 2024

162

162

Beyond Philosophy

SEPTEMBER 5, 2024

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?

Call Center 78

Call Center Effort Score Exercises Video 78

Helpware

SEPTEMBER 3, 2024

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.

Social Media 87

Social Media Guidelines Policies Communication 87

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.

Management

AWS Machine Learning

SEPTEMBER 4, 2024

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.

Training 82

Training Policies Resources Tools 82

The DiJulius Group

SEPTEMBER 3, 2024

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.

Customer Service 80

Customer Service Groups Connections Customers 80

BirdEye

SEPTEMBER 9, 2024

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.

Tips 59

Tips Social Media Multi-Channel Video 59

Clarivate

SEPTEMBER 9, 2024

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.

Innovation 59

Innovation Automotive Telecommunications Analysis 59

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!

Customer Experience

Adrian Swinscoe

SEPTEMBER 9, 2024

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.

Government 59

Government Employee Engagement Employee Experience Engagement 59

AWS Machine Learning

SEPTEMBER 4, 2024

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.

Management 80

Management Government Automotive Training 80

ShepHyken

SEPTEMBER 9, 2024

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?

Customer Service 65

Customer Service Leadership Contact Center Loyalty 65

Interactions

SEPTEMBER 4, 2024

It’s that time of year again — when customers are rushing left and right to their favorite retailers (in-store and online) to start or finish up holiday shopping. Black Friday, Cyber Monday, and the Holiday season are officially here — and while that can mean great things for businesses, it’s often a stressful and frustrating time of year for consumers.

Tips 62

Tips Self Service Retail Customer Care 62

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.

Sales

Clarivate

SEPTEMBER 8, 2024

A new Clarivate report [1] explores Standard Essential Patents Landscape of 5G RedCap The RedCap (Reduced Capability) feature was introduced by 3GPP in Release-17 to cater to the growing demand for 5G New Radio (NR) devices with reduced complexity. 5G RedCap, also known as NR-Light, addresses the need for simpler, energy efficient and cost effective 5G NR devices.

Connections 52

Connections Analysis Report Technology 52

Adrian Swinscoe

SEPTEMBER 4, 2024

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.

Customers 69

Customers Employee Experience Leadership Customer Experience 69

Gainsight

SEPTEMBER 9, 2024

Customer Success (CS) has always been about more than just keeping customers happy; it’s about ensuring they achieve their desired outcomes. But let’s be honest—traditional methods of gauging customer health and engagement often feel like trying to predict the weather with a sundial. Were those methods ever really accurate or effective? Chances are, as a CS leader, you’ve seen a green health account churn seemingly out of the blue.

Customer Success 52

Customer Success Net Promoter Score Government Report 52

The DiJulius Group

SEPTEMBER 9, 2024

A Selling Experience Formula Selling has never been more difficult in today’s crowded market, where it is hard to tell one company, service, & product from another. A great company must train its sales teams to differentiate within the first few moments of contact with a potential buyer through the entire sales process. You are. Read Full Article The post The Formula That Turns Selling Into An Experience appeared first on The DiJulius Group.

Groups 52

Groups Sales Training Marketing 52

Advertisement

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

Feedbackly

SEPTEMBER 9, 2024

Aligning CX with business objectives can have a profound impact on your organization’s performance and overall growth. In fact, a report by Forrester shows that a strong customer experience (CX) can lead to a 1.6x increase in customer lifetime value and a 1.9x increase in retention. Therefore, it’s essential that your CX initiatives align closely with your core business objectives for optimum impact.

How To 52

How To Customer Centricity NPS Metrics 52

Blueshift

SEPTEMBER 9, 2024

For e-commerce and direct-to-consumer brands , the ability to deliver personalized experiences across multiple channels is no longer just a trend – it’s a competitive necessity. Personalization strategies that adapt to customer behavior and preferences can lead to higher engagement, increased customer loyalty, and, ultimately, more sales.

Sales 52

Sales Trends Loyalty Consumers 52

Doing CX Right

SEPTEMBER 9, 2024

Is the healthcare system truly patient-centered? Learn strategies to improve patient access, leverage behavioral science, and use AI responsibly. Listen to Doing CX Right Podcast Ep. 145 with host Stacy Sherman and Pfizer Customer Experience Leader, Miya Grey. The post Transforming Healthcare – Proven Customer Experience Strategies appeared first on Doing CX Right.

Healthcare 52

Healthcare Strategy Customer Experience System 52