IntouchInsight
MAY 14, 2024
When it comes to quick-serve restaurants (QSR), one thing is clear: customers crave speed, convenience, and good food. But with an overwhelming amount of information available to help restaurant operators please guests, how to know what really works?
Experience Investigators by 360Connext
MAY 14, 2024
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu
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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.
C3Centricity
MAY 12, 2024
Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Bill Quiseng
MAY 13, 2024
Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zeisler Consulting
MAY 14, 2024
Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. After all, it’s important for both parties to understand what’s expected of the other, and it’s not necessarily a sign of mistrust to get certain things down on paper, just to be
eglobalis
MAY 12, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.
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.
Integrity Solutions
MAY 14, 2024
For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.
Speaker: Loreal Lynch, 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.
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.
The DiJulius Group
MAY 14, 2024
How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How
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.
Beyond Philosophy
MAY 10, 2024
A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory formation begins with encoding, where new information is processed and stored in the mind.
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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.
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.
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.
Helpware
MAY 14, 2024
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.
ShepHyken
MAY 13, 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 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change
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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.
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.
MiaRec
MAY 11, 2024
In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. The constant stress and lack of work-life balance can result in agent burnout.
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.
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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?
Zonka Feedback
MAY 16, 2024
Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.
Optimove
MAY 15, 2024
See the difference control groups make in this guide Download Now Why It Matters Major sporting events, like the 2024 UEFA European Football Championship, allow sportsbook operators to gain new players and reactivate dormant ones. Optimove data from betting trends during these peak events can act as a blueprint to elevate operators’ Euro 2024 marketing strategy.
Middlesex Consulting
MAY 10, 2024
The post When Talking About Aftermarket, It’s Time to Show You the Money appeared first on Middlesex Consulting.
BirdEye
MAY 13, 2024
Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? Imagine having a crystal ball that reveals exactly what makes your audience tick. That’s precisely what audience insight tools do. These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward.
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.
NobelBiz
MAY 14, 2024
Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?
InteractionMetrics
MAY 16, 2024
Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu
Seaton CX
MAY 16, 2024
Customer journey mapping is the foundation of customer experience management. A customer journey map informs your customer experience (CX) strategy, identifies where to listen for customer feedback, and connects your CX vision to the design, delivery, measurement, and management of the customer experience. Journey maps help employees empathize with customers and show management where to strategically invest resources to make the biggest improvements in the customer experience and financial busin
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