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

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?

Guest Experience 156

Guest Experience Data How To Report 156

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.

Loyalty 156

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 156

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

Culture 143

Culture Innovation Customer relationships Resources 143

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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

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.

Brands 147

Brands Social Media Customer Service Marketing 147

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

Policies 93

Policies Hotels Course Customer Centricity 93

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 103

Case Study Effort Score Touchpoint Ecommerce 103

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.

Technology 98

Technology Customer Experience CEM Contact Center 98

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 91

Software Comparison How To Measurement 91

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

Call Center

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

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 71

Innovation Call Recording Conference Tools 71

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.

Sales 89

Sales Exercises Communication ROI 89

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

How To 89

How To Groups Examples Customer Service 89

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

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 86

System Training e-support Groups 86

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.

Customer relationships 78

Customer relationships Connections Loyalty Customers 78

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.

Strategy 77

Strategy How To Study Company 77

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

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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

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

Customer Service 72

Customer Service Loyalty Programs Customer Retention Metrics 72

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.

Contact Center 80

Contact Center Employee Experience Training Customer Experience 80

Adrian Swinscoe

MAY 17, 2024

Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.

Innovation 59

Innovation Connections Customer Centricity Customer Satisfaction 59

BirdEye

MAY 16, 2024

Combining online and in-store retail efforts in your business plan is an important integration that has the power to amplify reach and sales. Businesses often treat these as two separate priorities and miss the leverage of streamlining them together. Beyond just having an online store, it’s important to integrate it into an overall retail strategy.

Retail 57

Retail Omni-Channel Social Media Customer Satisfaction 57

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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

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 55

Tips Customer Service How To Chatbots 55

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.

Conference 59

Conference Trends Customer relationships Technology 59

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.

Sports 59

Sports Tips Groups Engagement 59

Middlesex Consulting

MAY 10, 2024

The post When Talking About Aftermarket, It’s Time to Show You the Money appeared first on Middlesex Consulting.

Consulting 78

Consulting 78

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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

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.

Tools 62

Tools Social Media Multi-Channel Advertising 62

Forrester's Customer Insights

MAY 16, 2024

In a busy week for SIEMs to be merged or divested, Palo Alto Networks (PANW) announced that it’s acquiring IBM’s QRadar SaaS business and migrating those customers to its Cortex® XSIAM® platform. In addition, PANW gets QRadar intellectual property rights as part of the deal.

Customers 68

Customers Trends 68

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?

Call Center 59

Call Center Analytics Contact Center Effort Score 59