InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.

Customer Experience 324

Customer Experience Analytics Customers Customer Satisfaction 324

IntouchInsight

NOVEMBER 15, 2023

This year at Intouch Insight, we have focused on getting our customers the resources they need to succeed. To support this initiative, we have created a wide variety of assets to help guide our customers into reaching customer experience excellence.

Resources 156

Resources Customer Experience Customers 156

Comm100

NOVEMBER 15, 2023

The gaming industry is an ever-evolving behemoth, with innovations, user demographics, and technologies constantly shifting. At the core of these dynamics is the need for robust player engagement and support. However, challenges abound. In this deep dive, we’ll uncover the top 10 challenges gaming companies face and explore how an omnichannel approach—infused with AI and personal touchpoints—can be the game-changer the industry needs.

Omni-Channel 113

Omni-Channel Engagement Touchpoint Chatbots 113

Clarivate

NOVEMBER 15, 2023

Every year, the unveiling of the Highly Cited Researchers list sparks anticipation within the global research community as both researchers and their affiliated institutions or organizations scrutinize the list. Today, we present our 2023 list , recognizing 6,849 individuals from more than 1,300 institutions across 67 countries and regions. These Highly Cited Researchers stand out for their significant and broad influence in various scientific and social science domains, representing a small fra

Policies 130

Policies Analysis Exercises Groups 130

Speaker: Kelly Goetsch - Chief Strategy Officer at Commercetools | Jason Cottrel - CEO & Founder at Orium | and guest speaker Joe Cicman - Principal Analyst at Forrester

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

Retail

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

Customer Success 116

Customer Success Customers Customer Satisfaction Customer Experience 116

Bill Quiseng

NOVEMBER 15, 2023

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.

Customer Service Training 97

Customer Service Training Customer Care Customer Experience Customer Service 97

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more. This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on ho

Customer Experience 109

Customer Experience Brands Data Customers 109

eglobalis

NOVEMBER 15, 2023

Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.

NPS 98

NPS Contact Center Customer Centricity Customer Experience 98

BirdEye

NOVEMBER 15, 2023

We’ve all heard it before: word-of-mouth can make or break a business. But what happens when those words travel at the speed of the internet? Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business.

Retail 108

Retail Brands Customer Experience Consumers 108

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Zonka Feedback

NOVEMBER 15, 2023

At the core of shaping a brand's identity and credibility is an invaluable asset: customer experience (CX). This fundamental approach focuses on how businesses interact with their customers at every step. It covers all interactions, whether it's buying something or just getting in touch. Making these moments count is key.

Customer Experience 98

Customer Experience Customers Strategy Interaction 98

MyCustomer

NOVEMBER 15, 2023

Customer Experience Leader of the Year judges Christopher Brooks, Ian Golding, and Sue Duris get together to discuss all things CXLOTY. Watch on-demand now.

Customer Experience 101

Customer Experience Customers 101

COPC

NOVEMBER 15, 2023

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

Call Center 93

Call Center Contact Center Employee Engagement Customer Experience 93

AWS Machine Learning

NOVEMBER 15, 2023

Llama 2 stands at the forefront of AI innovation, embodying an advanced auto-regressive language model developed on a sophisticated transformer foundation. It’s tailored to address a multitude of applications in both the commercial and research domains with English as the primary linguistic concentration. Its model parameters scale from an impressive 7 billion to a remarkable 70 billion.

Customer Experience 92

Customer Experience System Chatbots Examples 92

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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

Customer Centricity

Helpware

NOVEMBER 15, 2023

Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of speaking your customers' languages, and your business will grow. Though this requires resource allocation and expenditure, it can offer a quick payback.

Customers 87

Customers Resources Marketing 87

AWS Machine Learning

NOVEMBER 15, 2023

Prompt engineering has become an essential skill for anyone working with large language models (LLMs) to generate high-quality and relevant texts. Although text prompt engineering has been widely discussed, visual prompt engineering is an emerging field that requires attention. Visual prompts can include bounding boxes or masks that guide vision models in generating relevant and accurate outputs.

Training 91

Training Examples Automotive Data 91

Team Support

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

Customers 83

Customers Knowledge Base Customer Satisfaction Leadership 83

AWS Machine Learning

NOVEMBER 15, 2023

AutoML allows you to derive rapid, general insights from your data right at the beginning of a machine learning (ML) project lifecycle. Understanding up front which preprocessing techniques and algorithm types provide best results reduces the time to develop, train, and deploy the right model. It plays a crucial role in every model’s development process and allows data scientists to focus on the most promising ML techniques.

Customers 88

Customers Training Data Strategy 88

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Touchpoint

SAP Customer Experience

NOVEMBER 15, 2023

Introduction Some of the most common activities in SAP CC projects are to handle the calls to external APIs consumed by the platform. Luckily SAP CC has ready-to-use APIs that could help configuring/using these integrations with API Registry Module. The goal of this article is to show you how you.

How To 83

How To Consumers Customer Experience Customers 83

MyCustomer

NOVEMBER 15, 2023

*Where AI and Marketing Collide: 2024 CX Predictions* Acxiom has launched a brand new research report, tapping into the experience,

Report 91

Report Trends Brands Marketing 91

The DiJulius Group

NOVEMBER 15, 2023

Get ready to unlock the game-changing potential of customer service with best-selling author and expert John DiJulius. On this episode of The Customer Service Revolution, we’re delving into the heart of why customer service is a powerful competitive advantage for businesses, learning the best practices of world-class organizations, and understanding the profound influence of “Ubuntu”.

Competitive Advantage 64

Competitive Advantage Customer Service Customer Experience Groups 64

MyCustomer

NOVEMBER 15, 2023

In an interview with MyCustomer, Miika Mäkitalo, the CEO of HappyOrNot, delves into the backstory of the four distinctive smiley-faced buttons and explores the role of data in staying ahead of the curve.

Metrics 62

Metrics Feedback Customers Data 62

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

Optimove

NOVEMBER 15, 2023

Why It Matters: Segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why segmentation needs to be at the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 59

Return on Investment Customer Retention Loyalty ROI 59

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

Software 59

Software Survey Feedback 59

SAP Customer Experience

NOVEMBER 15, 2023

Introduction The goal of this article is to provide documentations needed when upgrading Swagger SAP Commerce to version 2211. SAP best practices recommends to use swaggerintegration extension to automate the API documentation process and provide Swagger UI for your web services. Activating Swagger in 2211 The basic steps to activate.

How To 64

How To Customer Experience Customers 64

ShepHyken

NOVEMBER 15, 2023

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Customers 57

Customers Feedback Customer Satisfaction Touchpoint 57

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Sales

Optimove

NOVEMBER 15, 2023

Why It Matters: SMS marketing segmentation makes your messages more relevant and ensures you’re connecting with your highest-value customers at the moments they’re most likely to respond. In this post, learn why message segmentation needs to be the cornerstone of any successful SMS marketing campaign. The Big Picture With an average open rate of 98% ( SMSComparison ), there’s no denying the fact that SMS marketing is a powerful tool for getting customers’ attention.

Return on Investment 52

Return on Investment Customer Retention Loyalty ROI 52

Zonka Feedback

NOVEMBER 15, 2023

Paperform stands out as a user-friendly offline software tailored for small businesses. It simplifies the form creation process, enabling even those without a tech background to design professional and polished forms using its customizable, form builder.

Software 52

Software Feedback Customers 52

Magellan Solutions

NOVEMBER 15, 2023

Have you ever thought about how a business would thrive without customer service ? If you’re a start-up, having dedicated customer support may pose challenges with hiring and training costs. However, as a business owner, are you willing to give up this crucial aspect, especially since studies show that around 54% of your customers may stop doing business due to poor customer service?

Call Center 52

Call Center Customer Service Poor Customer Service Call Center Solutions 52