December, 2022

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

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Voice of Customer Examples to Inspire Your CX Strategy

InMoment XI

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like.

Insiders

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How to use public reviews to improve customer experience

Lumoa

People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average.

How To 227
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Why is everyone talking about CLV again?

Alida

Focusing on Customer Lifetime Value can boost your long-term revenue and help you navigate a tricky economic environment, but as with every metric, context is key. Customer Experience

Metrics 200
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How to Leverage the Top CX Trends of 2023

Want to know where CX is heading in 2023? From the Metaverse and Web3 to how macroeconomic influences are impacting CX, this Trend Report will give you a taste of what is to come in the year ahead and beyond.

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Moments That Matter in the Customer Experience: How Driver Analysis Helps Identify Which to Focus on & Why

InMoment XI

In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with.

Analysis 383

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23 Ways to Create an Amazing Experience In 2023

Shep Hyken

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience.

Fashion 98
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Customers Don’t Know the Difference Between Customer Service and Customer Experience

Shep Hyken

As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Are they confused? Do they not know the difference? Maybe, maybe not. And in the end, it doesn’t matter.

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Why is CS hiring so hard? Tips for finding your people

Totango

As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe.

Tips 80
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Is it time to talk about a more sustainable approach to serving our customers?

Adrian Swinscoe

At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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XI Café Podcast, Episode 1: The legalsuper Journey Towards Becoming a CX-Focused, Data-Driven Organisation

InMoment XI

Welcome to the XI Café Podcast!

Tourism 374
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Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

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Make the Most of Channel Blurring Opportunities

IntouchInsight

Looking to make 2023 your best year yet? One of the biggest opportunities we’re seeing carry over into 2023 is channel blurring. This refers to when brands provide goods and services that aren't normally associated with their industry.

Tools 191
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5 Steps to Engage Unengaged Employees in the Contact Center

Omnicus

As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive.

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Emotional Value Index (EVI): The Next Big Thing in CX Since the NPS

95% of purchasing decisions are emotion-based. This led to the creation of the EVI®, the Emotional Value Index. In this eBook, you will find all you need to know about how to measure and manage customer emotions and EVI® to grow your business.

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The 4 Most Effective Chatbot Examples

Comm100

Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service.

Examples 173
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Is your Voice of Customer program is reaching the right people?

Alida

Finding and keeping the right insiders is the first challenge you’ll encounter when establishing a VoC program. Customer Experience

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A New Take on ROI: Reduce Failure Demand to Save on Business Cost

InMoment XI

My name is Ton Luijten, Customer Success Director + Data Science Lead in APAC—and in this post I’ll help you unlock a new take on ROI —through failure demand. When we manage client programs at InMoment, return on investment (ROI) is always top of mind.

ROI 364
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Voice of Customer Data Analytics: What, Why, and How to Do It

Lumoa

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. However, how VoC data is collected, analyzed, and acted upon has changed.

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CX Takes a Big Leap: 5 Steps to Better (Human) Outcomes

Find out how to leverage the power of data insight to deliver a more human experience that results in better business outcomes and measurable ROI.

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CX Tech Top-ups: The Best of the Best in 2022

IntouchInsight

2022 at Intouch was all about data. How to do more with your data, dig deeper into your data, and perform better data analysis - and it’s never been easier to do it! Product Updates

Analysis 156
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Who Should B2B Companies Survey: Key Contacts or Product Users?

Retently

Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey?

B2B 121
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5 Costly Impacts of Falling Behind on Digital Student Engagement

Comm100

Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school.

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Your guide to employee engagement survey questions

Alida

Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions. Employee Experience

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How Do You Measure the Success of Enterprise Learning?

Every organization measures ROI differently. With Thought Industries’ three pillars of learning in this white paper, you can identify what matters to your business, define KPIs and metrics, and see how other organizations measure success and impact.

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How to Become an Expert Survey Builder with InMoment

InMoment XI

What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain?

Survey 361
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How to Control Calls

Myra Golden Media

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play.

How To 105
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Amazing Business Radio: Amy Brown

Shep Hyken

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale.

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How To Ask A Client For A Referral [+ Templates]

Totango

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you.

NPS 87
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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Higher education must improve agent experience to ever deliver excellent student experience

Comm100

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no.

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11 Potential Customer Experience Themes to Make 2023 Your Best Year Ever

The DiJulius Group

Now is the best time to create your Customer Experience theme for the new year, one that you can rally your entire organization around. Here are some excellent and actionable insights to kick off brainstorming for making 2023 your best year ever: 1.

Groups 86
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How to Kickstart the Next Digital Experience Trend

InMoment XI

Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work? Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead.

Trends 359