Heart of the Customer
FEBRUARY 28, 2023
My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?
MyCustomer
FEBRUARY 28, 2023
CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.
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Forrester's Customer Insights
FEBRUARY 27, 2023
Customer experience leaders will face an upward climb in 2023. But some CX leaders will succeed. Our practical advice can help you beat the odds.
Lumoa
MARCH 3, 2023
The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?
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CSM Magazine
FEBRUARY 28, 2023
As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them. Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 28, 2023
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.
Merkle
FEBRUARY 27, 2023
At Merkle, we get unique insight into industry-related nuances as we enable CX (customer experience) transformation across our diverse portfolio of brands. In the High Tech industry specifically, several key characteristics shape the needs and requirements of successful CX transformation projects.
CSM Magazine
FEBRUARY 28, 2023
Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.
LoyaltyPlus
FEBRUARY 27, 2023
by Frik van der Westhuizen At the end of January this year, there were 28 million social media users in South Africa. Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.
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InMoment XI
MARCH 1, 2023
The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. By prioritising customer interests and designing products and services that meet their needs, firms can create more positive and beneficial experiences for customers.
Lumoa
FEBRUARY 28, 2023
Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.
Retently
MARCH 2, 2023
There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions.
Alida
MARCH 2, 2023
Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process.
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.
InMoment XI
FEBRUARY 28, 2023
Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
TechSee
MARCH 2, 2023
With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization?
Blake Morgan
FEBRUARY 28, 2023
Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Deloitte recently published a report called Buying into Better , highlighting the changing industry’s markets, models, and mechanics. According to Kasey Labough, Chief Innovation Officer for Deloitte’s Consumer Industry, the report discovered 100 topics related to change and distilled them into six forces critical to navigating the next
kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 Lead generation is an essential part of any successful business strategy, and with the advent of new technology and software, generating leads has become easier than ever before. In 2023, businesses will have access to a wide range of powerful lead generating tools that can help them identify and [.] The post Top 5 Lead Generating Tools for Businesses in 2023 appeared first on Kommunicate Blog.
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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?
Beyond Philosophy
FEBRUARY 25, 2023
Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.
Clarivate
MARCH 1, 2023
International research collaboration is critical to scientific discovery. Just as the research landscape grows in complexity, the landscape of collaboration continuously changes, making it more challenging to track progress. At the University of South Florida (USF), the fastest rising university in the U.S. News & World Report’s U.S. rankings, maintaining the pace of global engagement, high-impact research and innovation is supported with a metrics dashboard that informs strategic planning a
BirdEye
FEBRUARY 28, 2023
Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.
2020 Research
FEBRUARY 27, 2023
The world evolves quickly. At Schlesinger Group, we’ve always made it our business to evolve alongside it. We began as a focus group facilitation provider, connecting business questions to real human answers. But over the past 57 years and through several acquisitions, we’ve expanded to become much more — today, we lead qualitative, quantitative and tech-enabled research around the globe.
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kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 When we wrapped up the shortest month of the year, we gave ourselves a pat on the back. This is because we saw some pretty impressive feature releases last month, things whose UI looked easy but are quite complex engineering problems to solve. We won’t keep you waiting, so [.] The post Here’s What’s New From March 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.
Education Services Group
FEBRUARY 26, 2023
Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of.
Lithium
FEBRUARY 28, 2023
“Metaverse” is a term first coined by Neal Stephenson in his 1992 science fiction novel Snow Crash, captured the imagination of emerging generations and has gained unsurprising traction in recent years. From fully digital lives in online worlds, like Second Life , to a plethora of movies like Ready Player One , each provide a glimpse into what the metaverse could mean and how it could play a part in our daily lives.
Upstream Works
MARCH 3, 2023
By: Rob McDougall, CEO, Upstream Works Software Reporting on the performance of conversational AI applications is often challenging, as they must be tailored to a specific business and its needs. As a result, it is difficult to gauge the success of a chatbot in interacting with and meeting the needs of customers. To understand this issue, it’s helpful to look back at the history of Interactive Voice Response (IVR) systems.
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.
kommunicate
MARCH 1, 2023
Last Updated on March 1, 2023 ChatGPT has created history by becoming the fastest-growing software in the world, with 100 million users in just two months. It took nine months for TikTok to gain 100 million users. So you know the scale at which ChatGPT grew. OpenAI, the creator of ChatGPT, is also famous for [.] The post How to Integrate Kommunicate + OpenAI (Makers of ChatGPT) appeared first on Kommunicate Blog.
Helpware
MARCH 2, 2023
The Business Process Outsourcing industry has experienced tremendous growth in recent years, with start-ups and global brands turning to outsourcing their operations to cut costs, streamline operations, and improve customer satisfaction. With this trend, the demand for skilled professionals in the BPO industry has also increased. If you're considering a career in customer support, data annotation, back office, etc, there are certain skills that you'll need to master to succeed.
AWS Machine Learning
MARCH 2, 2023
Amazon Kendra is an easy-to-use intelligent search service that allows you to integrate search capabilities with your applications so users can find information stored across data sources like Amazon Simple Storage Service , OneDrive and Google Drive; applications such as SalesForce, SharePoint and Service Now; and relational databases like Amazon Relational Database Service (Amazon RDS).
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