Tue.Mar 21, 2023

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Show report: CX and EX inextricably linked, with empathy as the glue

Think Customers

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Delta Airlines CEO Ed Bastian’s announcement that in-flight wi-fi would be free for loyalty members went over with flying colors, drawing hoots and rousing applause.

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Realistic and Personal: How Avnet Strengthens the Bond Between EX and CX in a Post-Pandemic Workforce 

InMoment XI

These days, social media seems polarized with posts from friends or colleagues either about starting new positions or sharing that they’ve been a part of recent layoffs. This hectic environment is on the top of both employees’ and employers’ minds, making employee experience (EX) initiatives vital to retaining talent and keeping morale up. Peggy Carrieres, Avnet’s VP of Global Sales, Enablement, and Supplier Development, shared with InMoment how Avnet is taking a realistic but person

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10 Best Customer Experience Books

Lumoa

Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

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6 Tried & Tested Customer Service Improvement Strategies

Comm100

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Building Trust and Loyalty through Active Listening with Heather Younger

ShepHyken

Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.

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More Trending

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From Branding to Leads: Achieving Brand to Demand in B2B

Merkle

The current macro-economic conditions are challenging B2B brands to make strategic choices in terms of budget and investment between brand and demand.

B2B 98
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3 ways to effectively scale your CS operation

Totango

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.

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Remote monitoring of raw material supply chains for sustainability with Amazon SageMaker geospatial capabilities

AWS Machine Learning

Deforestation is a major concern in many tropical geographies where local rainforests are at severe risk of destruction. About 17% of the Amazon rainforest has been destroyed over the past 50 years, and some tropical ecosystems are approaching a tipping point beyond which recovery is unlikely. A key driver for deforestation is raw material extraction and production, for example the production of food and timber or mining operations.

Data 84
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Messe Duesseldorf Reduced Repetitive Queries by 65% by Automating With Kommunicate

kommunicate

Last Updated on March 21, 2023 Messe Duesseldorf GMBH is one of the 5 most successful trade fair organizers in the world. With humble beginnings as a small wooden hut that conducted trade fairs in the city of Duesseldorf. Incorporated in January 1947 as Nordwestdeutsche Ausstellungsgesellschaft mbH (NOWEA), the trade fair company soon grew from [.] The post Messe Duesseldorf Reduced Repetitive Queries by 65% by Automating With Kommunicate appeared first on Kommunicate Blog.

Company 83
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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Five Ways to Execute a Five-Star Customer Experience

ShepHyken

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.

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CX leadership in an uncertain economy: A customer experience survey

MyCustomer

Download this Research Lead goal 200 TM Form Not a TM Form Internal or External Internal Disable T&Cs requirement Email intro text Thank you for downloading our resource.

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New Exciting Trends in Digital Marketing For You to Look Forward To

Helpware

Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’ purchasing habits yet again, digital marketing came to the rescue.

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3 Tips For Leveraging CRM For Your Post-Sales Cycles

ClientSuccess

In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.

Sales 75
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Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.

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Build custom code libraries for your Amazon SageMaker Data Wrangler Flows using AWS Code Commit

AWS Machine Learning

As organizations grow in size and scale, the complexities of running workloads increase, and the need to develop and operationalize processes and workflows becomes critical. Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity.

Data 73
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5 Tips for connecting with customers through empathy

Beyond the Arc

There’s a strange paradox that occurs in the corporate world: at some point, business communicators forget what it’s like to BE a customer. If your business is not connecting with customers through empathy, it's time to rethink your communications. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, [.] The post 5 Tips for connecting with customers through empathy appeared first on Beyond the Arc.

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Betterment’s VP of CX On How To Create Customer-Focused Leadership

Blake Morgan

What does it take to build a disruptive, customer-centric company? It starts with customer-centric leaders. Digital investment company Betterment was on my list of the 100 most customer-centric companies in 2022 because of its innovative platform that combines the convenience of digital tools with the personalization of human agents. Aside from a strong digital experience, what sets Betterment apart is its customer-centric leadership.

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The Benefits of Post-Purchase Support in Ecommerce

CSM Magazine

Post-purchase support is an integral feature of digital marketing which all e-commerce stores should consider. So, how does it work? What are the benefits for a business? More importantly, how does it fit into an overall marketing strategy? Integral part of e-commerce When purchasing something online, help should be available if needed. However, not all businesses provide the same level of after sales support.

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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Alex Larsen: How to Scale a Beta Program, Virality, and Creating Value

Centercode

With Alex Larsen as our guest, this episode is all about taking it to the next level. Once you’ve established a program and built momentum, how do you get other teams to see the value in user testing?

How To 52
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How Digital Identity Verification Can Help You Hire and Onboard Employees Remotely

CSM Magazine

Hiring and onboarding remote employees can be difficult. Not only do you need to find the right person for the job, but you also have to ensure that person is who they say they are. This means verifying that their identity matches up with their work history and credentials. Hiring and onboarding remote employees can be difficult. Hiring and onboarding remote employees can be difficult.

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The Bug Battle: Prioritizing Bugs and Winning the War  

Optimove

Bugs are a crucial part of software development, and though they can be a pain for a Product Manager (PM), I’ve learned to appreciate the value bugs have in the product development process. A big chunk of my job as a PM is to optimize features and create products that effectively meet the needs of Optimove users. I must consider all available resources and the ETA for delivery, as you can only launch a functional product within the expected timeframe by prioritizing the most critical issue

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How Progressive Dialer Software is Revolutionizing Contact Centers

NobelBiz

In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity. And a progressive dialer is one way to achieve this.

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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New Panel Announcement: Canadian Cannabis Panel

2020 Research

As cannabis continues to be legalized in an increasing number of countries and states, a new subset of consumers with distinct habits, behaviors, and attitudes has emerged. Tap into this market and quickly gain valuable insights with our robust Canadian Cannabis Panel. Comprised of nearly 20,000 cannabis users or intenders, this diverse and deeply profiled panel provides a wealth of information on evolving cannabis consumer trends.

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Fast-Track Your First Call Resolution FCR in 9 Easy Steps

NobelBiz

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. And to enhance it, you will need to select the appropriate tools and develop a practical management approach. When a problem arises, the customer expects a quick and efficient resolution.

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Key Takeaways from our Customer E.R.A.S. Tour London

Gainsight

We’ve officially kicked off our European leg of the Customer E.R.A.S. Tour here in London. What’s E.R.A.S., you ask? (Hint: It’s so much more than a Taylor Swift homage.) E.R.A.S. stands for E xpansion, A doption, R etention, S cale, and we’ve designed the E.R.A.S. framework to help you align your teams around tangible business outcomes that lead to higher NRR and greater product adoption.

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8 Ways to Run a Sustainable Online Business

CSM Magazine

As more and more people conduct business online, there is an increasing demand for sustainable practices in the digital realm. Consumers are more aware of their environmental impact and expect the companies they engage with to be mindful of their ecological footprint. It may seem as if running a sustainable online business is only about energy usage.

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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B2B Customer Experience Excellence: A Guide for Businesses

SurveySparrow

The relationship between customers and businesses is greatly influenced by the kind of experience you offer them. This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience.

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A Guide to Creating a Product Proof of Concept

Centercode

Discover how to create a successful proof of concept for your product idea, including types of POCs, testing methods, and common challenges.

How To 52
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CX job of the week: Harrods

My Customer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.