Thu.Nov 11, 2021

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Banking on Great Conversations

Uniphore

For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

Banking 130
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Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.

Marketing 260
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Data Without Context Is Just Noise: Uncover the Why Behind The What

Alida

Businesses today have become extremely proficient at collecting and gathering data. Afterall, it informs just about every business decision—from identifying gaps in the early stages of the buyer journey to uncovering the biggest pain points for high churn-risk customers. Whether through direct efforts, or as a byproduct of their ever-growing tech stack, there’s a wealth of operational and transactional data pouring into your business every second.

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Three Elements That Make Traditional Market Research Inadequate for Experience Improvement

InMoment XI

What do you think of when you hear the term “market research”? For many brands, it brings to mind putting together scorecards, reporting numbers, and a heavy emphasis on looking to the past. Those things are certainly important, but they’re insufficient for creating true Experience Improvement (XI) and getting your organization to the top of your market.

Marketing 260
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Top Tips to Craft the Best Mystery Shopping Program

IntouchInsight

Mystery shopping works. But, to reap the rewards, you need the right program, the right questions, and the right partner.

Tips 156

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The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .

Policies 153
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Preparing for the Journey Ahead

Uniphore

Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX.

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Preparing for future customer service challenges

Eptica

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Published on: November 12, 2021. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an

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What Are Keywords? Definition and How to Use for SEO

DemandJump

Keywords are individual words or phrases that help represent the content of a website. They are beneficial to both users and web page owners because they help organize a lot of information into manageable, searchable words and phrases that allow us to connect.

How To 116
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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CX Prediction 2022.5 — B2B Becomes More like B2C

SurveyGizmo

This is part 5 in a 5-part series. Please download our CX Predictions for 2022 ebook for our full report. Many of us spent a good portion of the pandemic making purchases from our phone, downloading media onto our devices, and playing games online with family members. We were living B2C lives where purchases were only a click away. Now, as workers return or plan to return to work , we are back to living B2B lives during part of the day.

B2C 98
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What Are the 4 Components of SEO?

DemandJump

SEO stands for “search engine optimization.” Simply put, SEO helps increase your online visibility through search engines like Google or Bing when potential clients search keywords related to your business.

Marketing 105
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When Blackface Goes Digital: How to Go Deeper Than Cosmetic Diversity

dscout People Nerds

[dscout x HmntyCntrd] How anti-Blackness plays out in digital spaces and tips on how to go beyond cosmetic diversity.

How To 122
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How Long Does SEO Take To Deliver Results?

DemandJump

Most experts agree that SEO growth usually takes anywhere from 4 to 12 months. However, trying to predict how long SEO takes to work within that range is a lot like trying to predict the weather.

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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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14 Actionable Live Chat Metrics to Start Tracking Today

Help Scout

Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today.

Metrics 110
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How to Present Keyword Research: A How-to Guide

DemandJump

Similar to how SEO keyword research needs to be optimized, how you present SEO research can be just as specific to your client, other employees, stakeholders, etc—after all, the number one result in Google gets 31.7% of all clicks.

How To 98
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How to Streamline Your Customer Service Rewards Program

Stella Connect

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Between finding new and unique gift options , staying on budget, managing reward criteria, and – last but certainly not least – the actual fulfillment of sending gifts to your agents, it can be challenging for leaders to stay on top of it all.

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How to Simplify Keyword Research and Stop Wasting Valuable Time

DemandJump

Search engine optimization, or SEO, is the practice of creating content that will intentionally rank higher when potential customers search for a product or service online.

How To 98
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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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Why Should Your Business Measure Emotional Experience?

Feedbackly

Emotions play a big part in our lives. Everything from relationships to day-to-day purchases is governed by emotions up to some extent. Have you.

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SEO Content Writing Services | Content Creation Made Easy

DemandJump

To implement a successful content marketing program, many brands need creative content writing services to produce high quality and a high volume of content.

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The Adaptive Search module within SAP Commerce brings organizations a new innovative approach to creating search configurations

SAP Customer Experience

Explore the value accelerators embedded within the Commerce Cloud learning journey for. These newly created assets will help you understand the value of solution capabilities, show key configuration elements, share best practices and important resources, thereby helping you get the most of your SAP Customer Experience solutions. By optimizing search.

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The Power of 3: Combining Solutions to Catapult Your CX into the Cloud

Cyara

Technology has opened doors for businesses that we would never have dreamed possible a few decades ago. The post-COVID world looks to be increasingly cloud-based. Companies are more driven by data insights than ever. And the ability to monitor and refine the customer experience has never been more precise. These abilities multiply what’s possible for businesses today, but they also create new layers of complexity and present new challenges.

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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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Purchase Order Submissions Just Got Easier with SAP for Me!

SAP Customer Experience

We are happy to share with you our continued enhancements to the Renewal (Contracts) Cards recently introduced in SAP for Me (described in our blog this summer). In addition to the transparency to all your Cloud and On-Premise Renewals in SAP for Me, you will be able to submit your.

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How to Find the Best Keywords for YouTube?

DemandJump

Since launching in 2005, YouTube has seen exponential growth on all of its fronts.

How To 98
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IT Automation: Proving SOX Compliance of Background Job Governance and Monitoring in SAP Solution Manager

SAP Customer Experience

An important capability of efficient and effective operations and a conditio sine qua non for intelligent enterprise and digital transformation is automation management, aka background job management or job management. The concept and toolsets are by no means new, please find a recent overview in this article. In the following.

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Why customer personas matter for improving business outcomes

Beyond the Arc

complementary white paper Using Personas & Journey Maps: Strategic Tools to Improve Customer Experience Download Now Most businesses serve a variety of customers, each with different needs, goals, and emotional drivers that influence their actions and decisions. Understanding those differences is key to business success. Without it, how do you know if you’re [.].

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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First Contact

SAP Customer Experience

It is warm for a day in autumn, the sun is shining and for a few seconds I close my eyes and point my face towards the sun. A great feeling that boosts at least my mood every time I do this. With a bit of a heavy heart, I.

Trends 68
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Calabrio Hires New CFO as the Cloud WEM Leader Continues Accelerated Growth

CSM Magazine

Calabrio , the customer experience intelligence company, has appointed CJ Bernander as its new Chief Financial Officer, enabling Calabrio to continue to scale to meet the business and structural needs that accompany Calabrio’s rapid trajectory over the last several years. As CFO, Bernander will oversee global accounting, finance, treasury, tax and legal functions.

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The role of natural gas utilities and pipeline operators in a decarbonized economy

West Monroe

The natural gas industry is at another crossroads—leaving natural gas utilities and pipeline operators with plenty to consider. The industry last went through such a time when forecasts of severe shortages and high prices ended with hydrofracking, abundant supplies, low prices, and creation of a robust market for exports. The industry’s new challenge is one of its very survival.