MyCustomer

FEBRUARY 28, 2023

CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.

Customer Experience 88

Customer Experience Customers 88

InMoment XI

FEBRUARY 28, 2023

Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Leadership 260

Leadership Innovation Customer Experience Management Industry 260

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

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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

Blake Morgan

FEBRUARY 28, 2023

Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Deloitte recently published a report called Buying into Better , highlighting the changing industry’s markets, models, and mechanics. According to Kasey Labough, Chief Innovation Officer for Deloitte’s Consumer Industry, the report discovered 100 topics related to change and distilled them into six forces critical to navigating the next

Retail 111

Retail Industry Policies Consumers 111

Clarivate

FEBRUARY 28, 2023

Through a comparative analysis of published LHON prevalence data and real-world evidence, this article describes a study using multiple Clarivate TM data sets to better understand disease pathology and current drug utilization for this condition. The study was conducted collaboratively by Clarivate Senior Science Editor Shyama Ghosh, Senior Epidemiologist Shilpa Thakur, Managing Editor Stephen DuPraw and Senior Director Evelyn Davila.

Data 98

Data Healthcare Study Analysis 98

Optimove

FEBRUARY 28, 2023

As the dust settles after the big game, Optimove marketing data analysts dove deep into the data to find whether the much-anticipated Super Bowl had valuable insights for iGaming operators. We analyzed data on US sports bettors from dozens of iGaming operators across the globe between January and February 2023. After hours of crunching and sorting, here’s what we found.

Sports 94

Sports Tips Conference Trends 94

Lithium

FEBRUARY 28, 2023

“Metaverse” is a term first coined by Neal Stephenson in his 1992 science fiction novel Snow Crash, captured the imagination of emerging generations and has gained unsurprising traction in recent years. From fully digital lives in online worlds, like Second Life , to a plethora of movies like Ready Player One , each provide a glimpse into what the metaverse could mean and how it could play a part in our daily lives.

Social Media 93

Social Media Gamification Fashion Entertainment 93

Heart of the Customer

FEBRUARY 28, 2023

My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?

Customers 78

Customers Strategy 78

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Upstream Works

FEBRUARY 28, 2023

By: Rob McDougall, CEO, Upstream Works Software Conversational AI is often used as a tool for providing customer service through channels like chat or voice. However, email is still a major communication channel for many businesses, and is often overlooked when it comes to AI-assisted customer service. This is especially surprising given that email volumes are often significantly higher than messaging traffic and can represent a not-insignificant portion of a company’s contact volume.

Chatbots 78

Chatbots Communication Software Measurement 78

AWS Machine Learning

FEBRUARY 28, 2023

Fraud detection is an important problem that has applications in financial services, social media, ecommerce, gaming, and other industries. This post presents an implementation of a fraud detection solution using the Relational Graph Convolutional Network (RGCN) model to predict the probability that a transaction is fraudulent through both the transductive and inductive inference modes.

Training 81

Training Examples Financial Ecommerce 81

Helpware

FEBRUARY 28, 2023

There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and their employees. A hybrid or fully remote team is now the norm.

Meeting 74

Meeting Management Company 74

AWS Machine Learning

FEBRUARY 28, 2023

In today’s highly competitive market, performing data analytics using machine learning (ML) models has become a necessity for organizations. It enables them to unlock the value of their data, identify trends, patterns, and predictions, and differentiate themselves from their competitors. For example, in the healthcare industry, ML-driven analytics can be used for diagnostic assistance and personalized medicine, while in health insurance, it can be used for predictive care management.

Data 71

Data Healthcare Self Service Analytics 71

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Interactions

FEBRUARY 28, 2023

We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service. But what role do they play exactly? What are the benefits and challenges of their use? And what does the future hold? How Automation Technologies Impact Customer Service Automation technologies are increasingly important in improving customer service and offer a wide range of benefits — but they are not without chall

Technology 62

Technology Customer Service eBook Chatbots 62

Optimove

FEBRUARY 28, 2023

Découvrez ce qu’Optimove peut faire pour vous Réserver votre démo avec un de nos consultants Prêt à faire évoluer votre marketing CRM? Optimove aide les marques, centrées sur les besoins de leurs clients et qui souhaitent prendre de l’avance en exploitant davantage leur 1rst party data, à développer leurs stratégies CRM Marketing : Accédez facilement à vos données client unifiées et grâce à l’IA et au ML, faites apparaître de précieuses opportunités d’engagement.

CRM 52

CRM Consulting Interaction Marketing 52

West Monroe

FEBRUARY 28, 2023

This is Part 2 of our series on gas utilities’ role in decarbonization. Read Part 1 on leveraging gas infrastructure in pursuit of a clean-energy future. Gas LDCs are advancing a wide range of decarbonization measures and plans, often as part of jurisdiction-sponsored study and planning efforts. State-level commissions in California, Massachusetts, Maryland, the District of Columbia, and elsewhere are asking reasonable and tough questions about how to encourage electrification and other me

Measurement 52

Measurement Company Policies Transportation 52

Optimove

FEBRUARY 28, 2023

À propos d’Optimove Optimove est la première plateforme marketing qui part du client pour permettre aux marques de délivrer des expériences hyper personnalisées et cohérentes sur l’ensemble des touchs points. La solution de marketing client Optimove est la seule conçue autour d’une combinaison de : Données clients qui soient, historiques, en temps réel et prédictives, Parcours multicanaux orchestrés par l’IA, et Modèle d’attribution statistique multi-touch pour chaque action ma

CRM 52

CRM Retail Analytics Marketing 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

West Monroe

FEBRUARY 28, 2023

Meeting the challenges of decarbonization requires an all-hands-on-deck philosophy. From a regulatory policy point of view, that philosophy now includes a laser focus on the role of natural gas in supporting the U.S. national economy, and how (and whether) regulatory and market changes in support of decarbonization can be designed and implemented in ways that don’t create massive economic dislocations.

Transportation 52

Transportation Policies System Measurement 52

Zonka Feedback

FEBRUARY 28, 2023

Social media marketing is now a key component of any successful business. Unfortunately, many small business owners make some major mistakes when it comes to their social media marketing efforts.

Social Media 52

Social Media Marketing Customer Experience Customers 52

West Monroe

FEBRUARY 28, 2023

The economic uncertainty that defined 2022 has carried over into 2023—recession talks loom and interest rates are rising. As financial institutions determine their strategies for navigating the new year, West Monroe partnered with American Banker to ask leaders in commercial, retail, and private banking how they’re approaching their loan and deposit products and portfolios in response to ongoing financial pressures in the U.S. economy.

Banking 52

Banking Financial Retail Consumers 52

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. In the last several months, there has been an abrupt, 180-degree pivot in business mindset and everything has gotten flipped on its head. EBITDA is a focus instead of hyper-growth. Gross Revenue Retention (GRR) has become THE critical metric.

Effort Score 52

Effort Score Touchpoint Metrics Resources 52

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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Circular Edge

FEBRUARY 28, 2023

Blog Credit: Austin Caldwell, February 24, 2023 (How Guided Selling and Proposal Automation Make It Easier for Sellers to Sell | NetSuite) B2B sales teams are constantly looking to optimize their selling process. The faster a rep can deliver an accurate quote or sales order, the better. But when organizations stock hundreds or thousands of items, finding the right combination quickly can be a challenge.

Competitive Advantage 52

Competitive Advantage Sales Consulting B2B 52

CSM Magazine

FEBRUARY 28, 2023

Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.

Customer Service 52

Customer Service How To Conference Tips 52

Ascribe

FEBRUARY 28, 2023

CXI Go with Theme Extractor is a simple DIY text analytics solution which instantly finds the top themes from open ends and visualizes the results with minimal effort at an affordable cost. [FOR IMMEDIATE RELEASE] CINCINNATI, Ohio, February 28, 2023 Ascribe, a global text analysis software and service company, proudly announces the launch of CXI Go with Theme Extractor , a simple yet powerful text analytics solution designed for people who are searching for a quick, easy and affordable way to an

Analytics 40

Analytics Analysis Customer Experience Professionals Software 40

CSM Magazine

FEBRUARY 28, 2023

One of the biggest changes to come out of the pandemic is the introduction of remote work. Although some businesses already offered remote or hybrid work to their employees, it was quite uncommon for businesses to operate in a fully remote way. However, nowadays this has completely shifted, and more businesses than ever offer some form of remote work.

How To 52

How To Software Tips Communication 52

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

Forrester's Customer Insights

FEBRUARY 28, 2023

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. Each wants to know how to best take advantage of cloud while meeting stringent (and shifting) regulatory requirements. It’s been a long road for financial services and cloud. Here’s a little bit of history.

Financial 26

Financial Meeting Strategy Company 26

CSM Magazine

FEBRUARY 28, 2023

The year 2022 marked a significant milestone for those in charge of customer experience. With the emergence of self-service, the increased use of mobile devices, and remote work after the COVID-19 pandemic, coupled with noteworthy advancements in AI technology, customers have come to expect exceptional digital experiences like never before. As stated in NTT Ltd.’s 2021 Global Customer Experience Benchmarking Report , 91% of organizations believe that customer experience is a crucial diffe

Self Service 52

Self Service Customer Service Management Customer Service Representative 52

Forrester's Customer Insights

FEBRUARY 28, 2023

Enterprise Architecture is so important… Clients all over Europe and in the US, continuously tell me about the importance of enterprise architecture (EA) within their organizations. Client’s explain the critical role EA plays in successful digital transformation. Enterprise architects help the business in defining a technology strategy that will support the business strategy.

Strategy 26

Strategy Technology 26