August, 2023

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Achieving Customer Experience Goals: Blending People, Tech & Metrics

Doing CX Right

CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.

Metrics 98
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Get the most out of your analytics with the right customer experience dashboard

Alida

Learn how best-in-class dashboards look and how to customize them for every stakeholder.

Analytics 246
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Can a Customer Data Platform Enhance Your Customers’ Experience?

ECXO

Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Dire

Data 98
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We All Know What CX Means, But What about EX, WX, DX, UX and More?

ShepHyken

CX is the abbreviation for customer experience. Somehow, someone decided X is a better abbreviation for experience than E is. Regardless, I’ve started seeing the X being used in other ways. For example, there is UX, or user experience , which is the experience the customer has with your products and services. Here are some others that you may have heard of: EX is to employees as CX is to customers.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Guest Post: 7 Ways Improved Customer Journey Results in Business Growth

ShepHyken

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible.

More Trending

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Why Emotional Value Index (EVI®) is the New Rockstar of CX

Feedbackly

Ever since we introduced EVI® to our Feedbackly customers, the response has been overwhelming. It’s a metric that seems to hit all the right notes and help businesses accelerate their growth. As emotions are a decisive factor in consumer purchases, EVI® is able to bring brands vital information related to consumer preferences and expectations. Today, let’s talk about how this game-changing metric helps in improving CX and the customer journey!

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How to Analyze Customer Journeys

Feedbackly

A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps you assess the quality of touchpoints, identify pain points, and make necessary improvements to enhance the customer experience.

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4 ways feedback improves the customer journey for government and nonprofit organisations

mopinion

Governmental and nonprofit organisations deal with considerable amounts of data. Taxes, unemployment, immigration, impact stories, event registrations, financial data, etc. The list is long. Naturally, this creates a lot of content… as in loads! While posting this sort of information on a website or in a newsletter is an efficient way of reaching a large […] The post 4 ways feedback improves the customer journey for government and nonprofit organisations appeared first on Mopinion.

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Surveys Are Boring, It’s What You Do with Them That’s Exciting: Three Ideas for Beating Survey Fatigue

InMoment XI

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results.

Survey 580
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Consumer Data on Grocery Shopping and Self Serve Kiosks vs. Cashiers

IntouchInsight

Technology is continuously evolving the way in which consumers interact with brands. And it’s imperative for businesses to keep up with these trends in order to consistently exceed customer expectations.

Consumers 296
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How to use emotional design in CX to escape the B2B commodity trap

eglobalis

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

B2B 302
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023

TechSee

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better! This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service.

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Maximize the impact of your insight program with a value realization framework

Alida

Maximize project value with a Value Realization Framework. Understand stakeholder needs, map deliverables, and drive high-value outcomes.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Nobody raves about average. Be GREAT out there!

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!

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Unlock The 3 Key Net Promoter Score Drivers

InMoment XI

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback. The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers.

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2023 Convenience Store Trends: Food, Fuel, and the Future

IntouchInsight

Consumers don’t care about the traditional divisions between industries. Channel blurring, the purchasing of goods and services from an alternative provider instead of one traditionally associated with it, is commonplace today. And this is especially evident in the competition between convenience stores and quick-serve restaurants.

Trends 294
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How Conversational AI and Chatbots are Transforming The Financial Sector

Cyara

Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes, 78% of adults in the United States now prefer banking via a website or mobile application. The pandemic and the increasing tech-savviness of modern bankers may likely have accelerated this trend.

Chatbots 128
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The Ultimate Guide to Monetizing Customer Learning

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.

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The Upside of Downtime

TechSee

8 Ways to Optimize Remote Technician Downtime A remote video platform can significantly enhance the effectiveness of field service technicians by providing them with valuable tools, information, and support. Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform.

Video 205
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The Difference Between What Customers Want and What They Need

ShepHyken

Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.

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Getting the most from email customer service

Eptica

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

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Leveraging Unstructured Data Analytics: The Key to Unlocking Hidden Customer Insights

InMoment XI

Mastering unstructured data analytics is going to be key for any business wanting to improve the customer experience , and succeed in today’s business environment. While traditional customer feedback is a goldmine of insights that can drive business growth, a substantial portion of this valuable feedback lies in unstructured data. Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and prefer

Analytics 488
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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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Are Kum & Go and Del Taco Doing Loyalty Programs Right?

IntouchInsight

Loyalty programs can take many forms. From a punch-card style program where customers eventually get an item after a certain number of purchases to subscription-based models where members get exclusive perks. But across each model, the consistent theme is additional value for customers.

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Automatically generate impressions from findings in radiology reports using generative AI on AWS

AWS Machine Learning

Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. In a typical workflow, the radiologist supervises, reads, and interprets the images, and then concisely summarizes the key findings. The summarization (or impression ) is the most important part of the report because it helps clinicians and patients focus on the critical contents of the report that contain information for clinical decision-making.

Report 119
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TechSee Brings Computer Vision AI and Augmented Reality Service Automation to Amazon Connect

TechSee

TechSee, Brings AI Visual Service Automation to AWS Omnichannel Customer Experience New York, NY, August 10, 2023 — TechSee, a global leader in Visual Service Automation, has announced today it is working with Amazon Web Services (AWS) to support Amazon Connect, an easy-to-use omnichannel cloud contact center that provides superior customer service at a lower cost through the integration of TechSee’s artificial intelligence and augmented reality platform.

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Who Is To Blame For Poor Service?

ShepHyken

The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have.

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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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Automate Google Reviews Like a Pro: The Secret to Boost Your Online Reputation

BirdEye

A memorable online reputation makes all the difference in a business’s success. This involves many aspects, but one critical element is managing Google reviews effectively. For this, automating Google reviews has become a strategic approach to enhancing your brand’s image and credibility. In this article, we discuss how you can automate Google reviews from satisfied customers and build your credibility.

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How To Optimize Your Support Strategy for Messaging Channels

Help Scout

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

Strategy 111
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How Customer Emotions Affect Purchasing Behavior

Feedbackly

We like to think that our purchasing decisions are made with sound judgment. In reality, our emotions intercept our thought processes and our ability to make rational choices. That does not mean all our purchases are made without clear thinking. But, it does mean that you need to integrate a new perspective when positioning your brand before your customers.

Brands 98