InMoment XI

FEBRUARY 15, 2023

We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ” It’s now time to discuss the organizational elements that are necessary for CX to thrive in an organization (regardless of the reporting structure your organization chooses or the characteristics of the person leading the CX function).

Sports 295

Sports Leadership Lifetime Customer ROI 295

Lumoa

FEBRUARY 7, 2023

With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.

Analysis 423

Analysis Data How To Customer Centricity 423

C3Centricity

FEBRUARY 21, 2023

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

Strategy 225

Strategy Culture Study Loyalty 225

The DiJulius Group

FEBRUARY 6, 2023

According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.

Customer Experience 116

Customer Experience Groups Report Technology 116

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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

InMoment XI

FEBRUARY 8, 2023

The success of your CX effort is determined not only by where it lives within your organization, but also by who’s heading up the program and driving its goals, actions, and direction within your company. This job isn’t easy and not for the faint-of-heart; frankly, CX leaders often end up working against what is natural for an organization. Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc.

Sports 295

Sports Financial ROI Leadership 295

Blueshift

FEBRUARY 1, 2023

As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy. After you’ve worked so hard to earn those customers, it’s vital to keep them happy by building customer loyalty and fostering long-term relationships.

Engagement 97

Engagement Loyalty Strategy Customers 97

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. This article will explore the differences between customer success and customer support and how they work together to help businesses succeed.

Customer Success 70

Customer Success First Call Resolution eBook Customer Satisfaction 70

IntouchInsight

FEBRUARY 7, 2023

How can you do more with less? This classic question is a real concern for hotel operators in 2023. Guest expectations continue to evolve while nearly 90% of hotels reported staff shortages in 2022.

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Hotels Software Report Hospitality 317

Lumoa

FEBRUARY 16, 2023

It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.

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Voice of Customer How To Feedback Return on Investment 236

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Communication

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

Comm100

FEBRUARY 13, 2023

It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.

Chatbots 197

Chatbots Management Self Service Training 197

C3Centricity

FEBRUARY 7, 2023

Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.

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Company Industry Brands Marketing 226

ShepHyken

FEBRUARY 14, 2023

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

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Company Customer Service Training Online Experience Customer Service 148

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.

Retail

IntouchInsight

FEBRUARY 16, 2023

At Intouch Insight, we are constantly enhancing our software so that we can empower our customers to reach customer experience excellence. This month we have added new features to the Intouch Insight Platform and IntouchCheck™.

Data 294

Data Software Customer Experience Customers 294

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

TechSee

FEBRUARY 23, 2023

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

Contact Center 124

Contact Center Average Handle Time Training Video 124

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 192

Financial Trends Self Service Customer Experience 192

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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?

Customer Experience

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

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

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

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

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.

Customer Insights

The DiJulius Group

FEBRUARY 20, 2023

I have a confession to make. As an entrepreneur, terms such as “the great resignation”, “quiet quitting”, and “the canceling of hustle culture” really made me angry, at least initially. They are the opposite of everything I have ever known to be the recipe for success. Everything I have ever done in my life to. Read Full Article The post The Canceling of Hustle Culture…Who is Right?

Culture 111

Culture Groups 111

Comm100

FEBRUARY 12, 2023

As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

Chatbots 174

Chatbots Self Service Resources Social Media 174

Beyond Philosophy

FEBRUARY 25, 2023

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.

How To 88

How To Insurance Resources Customers 88

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. Earlier this year, I shared a business prediction for 2023: Companies will focus as much – maybe more – on their employees as they do on customers. If you’ve been following my work, this isn’t anything new.

Customer Service Training 122

Customer Service Training Training Employee Experience Company 122

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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

Blake Morgan

FEBRUARY 1, 2023

Are you feeling the strain of a strange new year? You’re not alone. In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out.

Trends 111

Trends Customer Experience Consumers Customers 111

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.

Social Media 98

Social Media Management Analytics Strategy 98

The DiJulius Group

FEBRUARY 13, 2023

Business leaders and economists are always obsessing over a recession. Is it coming, has it started, and how long will it last? One of my favorite quotes around this topic is, “(Economists have) predicted nine of the past five recessions.” This basically means no expert knows what the hell they are talking about when they. Read Full Article The post Who Is To Blame For Greedflation?

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Groups 105