Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. It’s understandable for CX leaders to want to address everything, everywhere, all at once. Along the way, however, we’re bound to spread ourselves too thin and lose sight of our greater customer experience vision (myself included!).

Customer Experience 248

Customer Experience How To Customer Journeys Net Promoter Score 248

ShepHyken

SEPTEMBER 19, 2023

One of the more enjoyable activities in my life is playing hockey. When I’m in town – not out speaking at conferences – I lace up the skates several times a week to play in a friendly hockey game. In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring.

Customer Service 138

Customer Service Customers Customer Experience Effort Score 138

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

”How does the CX Charter address potential conflicts or challenges? And, does it provide guidelines for resolution that prioritizes the customer’s experience?” A Customer Experience (CX) Charter is a document to help your team deliver results more efficiently and effectively. It helps ensure you’re all on the same page (pun intended).

Customer Experience 143

Customer Experience Guidelines Customers Resources 143

AWS Machine Learning

SEPTEMBER 19, 2023

This post is written in collaboration with Dima Zadorozhny and Fuad Babaev from VirtuSwap. VirtuSwap is a startup company developing innovative technology for decentralized exchange of assets on blockchains. VirtuSwap’s technology provides more efficient trading for assets that don’t have a direct pair between them. The absence of a direct pair leads to costly indirect trading, meaning that two or more trades are required to complete a desired swap, leading to double or triple trading costs.

Customers 119

Customers Policies Customer Experience Resources 119

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

Clarivate

SEPTEMBER 19, 2023

The Citation Laureates 2023 list has been announced, recognizing a select group of influential, highly cited researchers whose contributions are on par with Nobel Prize recipients. We explore their profound impact on our world and their enduring commitment to the pursuit of knowledge, inspiring the next generation of researchers. We at the Institute for Scientific Information (ISI) at Clarivate have announced 23 new Citation Laureates , a designation that recognizes researchers of Nobel class b

Analysis 111

Analysis Video Innovation Groups 111

CSM Magazine

SEPTEMBER 19, 2023

The digitisation of marketing has ushered in an era of unprecedented possibilities. Central to this evolution is the adoption of Artificial Intelligence (AI). AI, with its predictive analytics, personalisation capabilities, and data processing prowess, is fundamentally reshaping the landscape of B2B marketing. Let’s delve into how AI is augmenting B2B marketing strategies and the opportunities and challenges it presents.

B2B 100

B2B Marketing Chatbots Brands 100

Magellan Solutions

SEPTEMBER 19, 2023

Customer support is essential to building customer loyalty and enhancing customer experience. In fact, 84% of businesses that give importance to customer service tend to have an increase in revenue. However, attaining exceptional customer service is still a challenge for most businesses. Some focus their marketing efforts on reaching out to customers randomly to sell their products or services.

Customer Satisfaction 98

Customer Satisfaction Customer Experience Exceptional Customer Service Customer Service 98

AWS Machine Learning

SEPTEMBER 19, 2023

Amazon SageMaker Feature Store provides an end-to-end solution to automate feature engineering for machine learning (ML). For many ML use cases, raw data like log files, sensor readings, or transaction records need to be transformed into meaningful features that are optimized for model training. Feature quality is critical to ensure a highly accurate ML model.

Groups 94

Groups Training Data Sales 94

Helpware

SEPTEMBER 19, 2023

If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape, delivering just a product or service isn't enough, as consumers expect more and won't settle for a subpar experience.

Customers 87

Customers Customer Experience Consumers 87

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

Cyara

SEPTEMBER 19, 2023

With so many frontline contact center employees working from home, holiday destinations, and outside the traditional contact center, the topic of how to keep employees engaged is a hot one. Yet many companies continue to overlook a key resource that can be used to engage and empower staff: customer feedback.

Feedback 76

Feedback Contact Center Customers Employee Engagement 76

SAP Customer Experience

SEPTEMBER 19, 2023

Abstract SAP Commerce Cloud has targeted at providing a headless, flexible and modular E-commerce solution for delivering modern customer experiences and as the key component of the headless feature, SAP Commerce Cloud, Composable Storefront (also known as Composable Storefront or 3CS) has been released since 2211 as the only strategic.

Customer Experience 71

Customer Experience Customers 71

2020 Research

SEPTEMBER 19, 2023

[link] Welcome to Sago’s first installment of our ongoing series, Eye on Innovation. Throughout this series, we talk with experts about the intersection of technology and market research, the boundless possibilities that emerge, and their vision for where this journey is taking Sago and the industry. In Episode 1, we dive into the topic of why the commitment of relentless innovation is essential to insights professionals and the market research industry as a whole.

Innovation 69

Innovation Marketing Culture Industry 69

CSM Magazine

SEPTEMBER 19, 2023

Last year, call centers averaged a 38 percent agent turnover rate – 12 percentage points higher than in 2020. That turnover has a steep cost. Christophe Martel, cofounder and CEO of FOUNT , investigates. Analysts have blamed everything from competitor poaching to general dissatisfaction. But the reality is that many call centers see high turnover because their environment creates a lot of work friction: the kind of everyday obstacles that make it harder than necessary for agents to do their jobs

Call Center 59

Call Center Customer Experience Survey Customers 59

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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

2020 Research

SEPTEMBER 19, 2023

Uncover the practical ways in which AI can be harnessed to uncover deep, meaningful insights in our webinar, Harnessing AI in Market Research: A Roadmap to the Future Register Now The impact of Artificial Intelligence (AI) across industries is undeniable. But how does this translate to the world of market research? We sat down with Sago’s Chief Client Officer, Raj Manocha, to gain insights into this.

Marketing 64

Marketing Innovation Customer Experience Chatbots 64

NobelBiz

SEPTEMBER 19, 2023

Ah, the dreaded dropped call – the arch-nemesis of every contact center agent’s productivity and the ultimate buzzkill in the world of customer service. Picture this: you’re right in the middle of resolving a customer’s epic quest for a solution, and just as you’re about to unveil the treasure trove of answers, poof! The call vanishes into thin air, leaving you staring at your phone like it’s some sort of cosmic joke.

Contact Center 59

Contact Center Call Center Customer Experience Contact Center Software 59

2020 Research

SEPTEMBER 19, 2023

At Sago, we understand that not all projects require the same level of complexity. So, while you already trust us with your most intricate recruiting work, it’s time to unleash the power of Quick Qual for those seemingly simpler tasks. Whether you’re looking for research on high usage products or general product explanation, this cost-effective option can deliver high-incidence qualitative recruits in just two weeks or less.

Consumers 52

Consumers 52

ECXO

SEPTEMBER 19, 2023

Article source: [link] Experience management will test your ability to adapt to a new AI reality. As you sit down, you become your own integrated leverage tool. It’s impossible to deliver a consistent, differentiated CX without investing in the experience of the people designing and delivering that experience. In simple terms your EX needs to align with your CX.

Management 52

Management Customer Experience Feedback Culture 52

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

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. While browsing, she kept receiving in-app surveys asking her to rate her experience. The question was – “ What do you think of our products? ” What products, right? Jess also thought the same and just responded “It was okay” just so she could continue with her booking.

Survey 52

Survey Customer Experience Customer Satisfaction Data 52

Blake Morgan

SEPTEMBER 19, 2023

                     Data and innovation: Modern customer experience and contact centers should be data-driven regardless of the company or industry. Coaching: Active coaching and monitoring is necessary to maintain the right approach and process. Contact Centers and Customer Experience: Build a customer experience culture that directs people on how to serve customers better.

Contact Center 52

Contact Center Tips Customer Experience Customer Centricity 52

Gainsight

SEPTEMBER 19, 2023

Customer success is no longer an afterthought—it’s a strategic imperative. To ensure your customers are not just satisfied but thriving, you need the right tools in your arsenal. Enter the Customer Success Platform, a multifaceted solution designed to empower your team and drive customer satisfaction. But with so many options on the market, how do you choose the perfect fit?

Customer Success 52

Customer Success Customer Satisfaction Customer Experience Customers 52

Kustomer

SEPTEMBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. In today’s digital era, customers expect their service to be seamless, the agents they interact with to be reliable, and their problems to be solved efficiently.

Customer Experience 52

Customer Experience Self Service Customers Customer Service 52

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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

CX University

SEPTEMBER 19, 2023

While a company’s products and services may lie at the center of the business, the branding distinguishes the product and elevates it above others offered in the market. A brand is the combination of the designs, symbols, and colors used to delineate the identity of a business , creating distinctiveness. Branding succeeds when it connects with the customer’s emotions and sentiments.

Brands 52

Brands Customers Customer Experience Social Media 52

SurveySparrow

SEPTEMBER 19, 2023

Have you ever wondered how experts separate signal from noise in a world filled with data? Or perhaps, you might have heard of ANOVA- a term that hints at statistical mastery but leaves you curious for more! Whether you’re someone who’s wondering “Hey, what is an ANOVA?”, or eager to dive deep into its technicalities, this is exactly the right place.

Analysis 52

Analysis Groups Interaction Comparison 52

Optimove

SEPTEMBER 19, 2023

In the Optimove 2023 Consumer Holiday Shopping Survey, we learned that 50% of Americans will start holiday shopping by Halloween, with 17% already having started as early as August 31st! Most US shoppers have no plans to wait until Black Friday or Cyber Monday to start their shopping… So, let’s put on our thinking caps and strategize on how to capture attention and keep customers hooked from now, all the way through to the upcoming holiday season.

Marketing 52

Marketing Customer Experience Customer Centricity Retail 52

Interactions

SEPTEMBER 19, 2023

Jak Katterfield, Product Marketing Manager at Interactions, sat down to talk with Lindsay Washburn, Senior Digital Product Manager at Evergy, and Ed Anderson, Senior Manager CXT Technology at Vistra Energy. Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service.

Self Service 48

Self Service Customer Experience Interaction Customers 48

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

Forrester's Customer Insights

SEPTEMBER 19, 2023

I spend my days talking to clients about how to collect and use customer feedback to improve CX and drive business results. At night, I’m working toward my informal PhD in biology — courtesy of my two young sons who love to share their encyclopedic knowledge about bugs, insects, snakes, and all things creepy crawly.

Feedback 56

Feedback Customers How To Customer Experience 56

Centercode

SEPTEMBER 19, 2023

Centercode co-founder and Sr. Test Manager Mike Fine joins us to discuss his years in beta testing and expert tips for success.

Tips 52

Tips Management 52

Forrester's Customer Insights

SEPTEMBER 19, 2023

Forrester’s data shows that, in 2023, more than one in 10 US online adults encountered a technical failure at the point of checkout. And about the same number said their online payments were rejected because their card on file had expired. Despite (many!) other priorities, smooth checkout should top your to-do list.

Data 56

Data Customers 56