Tue.May 23, 2023

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The Case Against Quantitative Customer Experience Data

Blake Morgan

   Most customer experience data strategies include two types of insights: qualitative and quantitative. Qualitative data tells the stories behind the customers, and quantitative data shares trackable metrics of customers’ actions and a brand’s performance. But according to Jim Kalbach, author of The Jobs To Be Done Playbook, modern CX teams have an over-reliance on quantitative data, which can distract from building strong customer relationships.

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How Aegon Is Reaping the Benefits of Customer Centricity

InMoment XI

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

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The 5 Most-Used Automated Customer Service Examples

Comm100

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

Examples 241
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Listening to the Voice of Patient is the fastest path to improved experiences

Alida

Communities have emerged as the most effective way to capture patient feedback and turn it into actionable insights and higher satisfaction.

Feedback 130
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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The Ultimate Guide to UX Research Methods

dscout People Nerds

Look no further: This deep dive has how-tos, best practices, and prime advice on key approaches to user research.

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Deploy generative AI models from Amazon SageMaker JumpStart using the AWS CDK

AWS Machine Learning

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.

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Contact Center Team Leaders: The Key To Engaged and Motived Employees

COPC

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.

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How Much Could Noncompliance Cost Your Contact Center?

MiaRec

Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.

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How Aegon is Benefiting From Customer Centricity

MyCustomer

How Aegon Is Reaping the Benefits of Customer Centricity At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Leave Me Alone as the next CX

Zeisler Consulting

I write a lot (these days, at least, it seems) about cars. Last year I had a lot of interactions with my car company and other support organizations having to do with my automotive needs. So I guess with it front of mind, it seems appropriate that this little anecdote popped into my head the other day: Do you remember in 2022 when BMW decided to make heated seats a subscription service ?

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[Experience Action Podcast] Get that CX Job! [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators by 360Connext

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How to Transform Your Customer Experience with Web3

Helpware

Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that list are what is it, what does it have in store for us, and how can companies capitalize on Web3 to transform the customer experience as we know it?

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Why you need to be providing a global customer experience

MyCustomer

Voice of the Customer Why you need to be providing a global CX

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The Open CCaaS Advantage Report

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.

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Accelerate machine learning time to value with Amazon SageMaker JumpStart and PwC’s MLOps accelerator

AWS Machine Learning

This is a guest blog post co-written with Vik Pant and Kyle Bassett from PwC. With organizations increasingly investing in machine learning (ML), ML adoption has become an integral part of business transformation strategies. A recent PwC CEO survey unveiled that 84% of Canadian CEOs agree that artificial intelligence (AI) will significantly change their business within the next 5 years, making this technology more critical than ever.

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Gainsight Pulse—Towards a Digital, Enterprise-wide Strategy for Customer Success

Gainsight

This article was written by Phil Wainewright and originally published in Diginomica. At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. This aligns with the vendor’s view of Customer Success, particularly among its largely SaaS customer base, as something that should permeate across

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Focused on end-of-year taxes? Find out why year-round tax planning is the best strategy!

Pretium Solutions

Year-round tax planning allows better opportunity for strategy There is more to tax planning than simply lodging your tax return and increasing your deductions. Tax planning is an ongoing process that requires continuous attention throughout the year. Your actions throughout the year can have lasting effects on your future tax liabilities or refunds.

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The Critical Role of Customer Experience Training for a Customer-Centric Culture.

McorpCX

In a customer-centric organization, everyone has an “experience influencing” role. Customer centricity is a way of doing business that puts the customer and their needs at the center of decision making. It’s a strategic approach ingrained in the DNA of an organization, affecting every role – and not just executives, or customer-facing teams.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Behind the Customer Feedback Disconnect

Ann Michaels and Associates

I have often wondered why so many large corporations and businesses opt to spend a lot of money on annual customer feedback surveys. Are they reliable? After all, is a customer going to recall every service touchpoint over a full year and be able to provide clear, actionable answers to survey questions? While annual customer satisfaction surveys can provide some insights, they may have limitations that can make them less effective in capturing the dynamic nature of customer satisfaction.

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Enterprise SEO: What It Is and How to Get Started

Merkle

Enterprise SEO is a process that helps large-scale organizations keep their websites optimized to compete for visibility in search results. It requires dedicated SEO subject matter experts collaborating with UX, development, marketing, and content teams to apply content and technical optimizations at scale. That is a lofty objective, as enterprise organizations struggle to keep pace with the ever-evolving landscape of search results.

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Insights from CXPA’s CX Leaders Advance Conference: May 15-17, 2023 Orlando, Florida

CX University

The CX Professionals Association (CXPA) recently organized the CX Leaders Advance Conference, bringing together CX experts, thought leaders, and enthusiasts from around the world. I had the privilege of presenting on the topic of “Design Skills to Master Change and Emotional Impact” during this event. In this article, I will share key takeaways and insights from this conference. 1.

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Ensuring Patient Privacy: The Importance of HIPAA Compliance in Medical App Development

CSM Magazine

The creation of medical applications aiming at enhancing patient care, optimizing workflows, and raising engagement among patients has significantly increased as the need for healthcare services rises. The need for them to adhere to HIPAA regulations, however, grows as the number of such applications rises. The US Congress established the Health Insurance Portability and Accountability Act (HIPAA) in 1996 in order to protect the security and privacy of patient health information (PHI) by setting

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to Get a Full Picture of Customer Satisfaction [+Guide]

dscout People Nerds

Sometimes NPS doesn’t do the trick. Here are other methods your team can employ to really understand customer satisfaction.

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The Importance of Specialized Customer Service

CSM Magazine

In today’s competitive business environment, providing excellent customer service is crucial for any company’s success. However, not all customers have exact needs or expectations regarding service. It has led to specialized customer service, which tailors support and assistance to meet specific customer requirements. But what exactly is specialized customer service?

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Perkville integrates with PEAK PAYMENT

Perkville

This Perkville integration with PEAK PAYMENT brings gyms an automated referral and loyalty program.

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Interview with Jennifer Wells – VP of Customer Experience, Transcom

CSM Magazine

Sabio recently interviewed Jennifer Wells, VP of Customer Experience, Transcom. In this interview, Jennifer explains the importance of listening to your customer service advisors and arming them with up-to-date CX technology. Watch the full video here. ARM ADVISORS WITH THE MOST UP-TO-DATE TECHNOLOGY Arming agents with the most up to date technology is critical for them to provide good customer service.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Entain

Optimove

The post Entain appeared first on Optimove.

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How to Give Support to Vulnerable Customers: Essential Tips and Guide

CSM Magazine

In today’s complex and competitive business environment, providing excellent customer service is crucial for success. One key aspect of service that companies should not neglect is the need to support vulnerable customers. Vulnerable customers require a unique approach, as they often face financial, emotional, or accessibility challenges that can hinder their ability to navigate through various products and services.

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Why Offering Reputation Management Improves Your Marketing Agency Valuation

ReviewTrackers