InMoment XI

AUGUST 3, 2022

Today’s conversation briefly touches on how employee experience (EX) programs can help you navigate employee challenges big and small, how EX initiatives interconnect with customer experience (CX) and how all of this can lead to meaningful Experience Improvement! The Rundown on Employee Experience.

Employee Experience 557

Employee Experience Brands Roadmap Culture 557

InMoment XI

APRIL 25, 2024

Financial services providers are tasked with a unique challenge. The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement. With that, it is important to learn how to respond to negative reviews.

Financial 260

Financial Management Banking Insurance 260

InMoment XI

JULY 4, 2022

Challenging economic conditions that are bordering on a recession have forced businesses to either raise prices, cut costs, or a combination of both. And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. 1: C-Suite Buy-In.

ROI 493

ROI Return on Investment Social Media Survey 493

InMoment XI

JANUARY 19, 2024

Whether it’s reducing your cost to acquire a customer, decreasing your churn rate, or anything in between. Your business can use analytics to drive success and improve customer experiences. These tools allow your business to digest analytical insights in the way that makes the most sense for your company.

Analytics 260

Analytics Course Retail Resources 260

InMoment XI

APRIL 24, 2024

Expand Your Contact Center Strategy If you operate a contact center, chances are you’re collecting data from various channels like calls, chats, social media, and surveys. From swift resolution of customer issues to optimizing operational efficiency, our software empowers you to achieve better outcomes more efficiently.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

MARCH 28, 2022

The challenges involved in regulatory compliance vary greatly between industries, countries, and companies. Leverage InMoment to Lower Your Regulatory Compliance Costs and Risks. InMoment helps you tackle compliance challenges involving text data through “semi-custom” solutions. That’s where InMoment comes in.

Case Study 493

Case Study Financial Analysis Healthcare 493

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers ?

Customer Expectations 143

Customer Expectations Customer Experience Strategy Course 143

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Now, Jose was not your everyday, ordinary lion, oh no, he was much more than that. But Jose, our lion hero, had a different perspective. Was this routine exhausting?

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. Fiber Customer Installation has Many Tied up in Knots  In today’s digital-first world, the demand for high-speed internet is more critical than ever.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Self Service 147

Self Service Contact Center Customer Service Representative Healthcare 147

Magellan Solutions

APRIL 24, 2024

Only accurate data can lead to happy customers and lost sales. It ensures smooth operations and customer satisfaction. Managing data entry in-house can be a headache, from errors to time-consuming tasks that distract you from growing your business. Explore its benefits and learn how to fuel your online sales efficiently.

Ecommerce 52

Ecommerce Sales Data Resources 52

Magellan Solutions

MARCH 13, 2024

However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs. Delegating tasks to external parties can significantly impact your business. It allows you to focus on your core competencies.

Tips 105

Tips Culture e-support Communication 105

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Study 348

Study Transportation Survey Technology 348

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Customer Success Strategy Industry 106

Magellan Solutions

APRIL 17, 2024

Are you tired of wasting countless hours entering data into your CRM system? Staying motivated and focused on selling can be hard when you’re stuck typing instead of talking to customers. Here’s how it can truly impact your sales performance: 1. Here are some challenges and how they can be addressed.

CRM 52

CRM Sales Data Customer relationships 52

Magellan Solutions

APRIL 25, 2024

As your business grows, integrating technology to automate processes becomes essential. The challenge arises if you find it difficult to provide technical support while managing core operations. What do my customers need specifically? Hiring outside help can free your team to focus on core business tasks.

Average Handle Time 52

Average Handle Time First Call Resolution Resources Customer Satisfaction 52

Magellan Solutions

JANUARY 29, 2024

I will focus on the strategic decisions and leadership philosophy that have made Magellan a leader in the BPO industry. Challenges as Stepping Stones: “Challenges are growth opportunities,” Chua says. Contact us to share your thoughts and insights. Stay inspired and stay ahead.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

AWS Machine Learning

APRIL 4, 2024

However, delivering truly personalized recommendations presents several key challenges: Capturing diverse user interests – News can span many topics and even within specific topics, readers can have varied interests. Tackling these challenges is key to effectively connecting readers with content they find informative and engaging.

Trends 80

Trends Metrics Training Interaction 80

Blake Morgan

DECEMBER 8, 2022

Every year, I predict what’s to come in the world of customer experience. We’ve all faced challenges, change, and uncertainty over the last few years and learned that customer experience is more important now than ever. It’s never been more important to understand your customers and be willing and able to change and evolve.

Trends 122

Trends Self Service Customer Experience Insurance 122

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

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. Your options for CDP-led orchestration.

Conference 52

Conference Connections B2C Tips 52

Team Support

APRIL 23, 2024

Let's embark on a journey to discover how streamlining support with TeamSupport Automation transforms challenges into triumphs, allowing you to focus on what truly matters: delivering exceptional customer support. A symphony of efficiency where every ticket is resolved in harmony with your SLAs and customer expectations.

Software 40

Software Customer Satisfaction Trends Innovation 40

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Customer Success 94

Customer Success Consulting Customers Leadership 94