October, 2024

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The Thrilling Journey of a Customer Experience Leader: The 10+1 list

ECXO

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

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Why Great Brands Invest in Employee Experience to Scale Customer Experience

Blake Morgan

                                                                                Customer experience and employee experience are deeply connected, and without strong employee experience, brands struggle to deliver memorable customer interactions. Employees are the face of the brand, and how they engage with customers directly influences brand perception.

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What all World-Class Customer Experience Brands Have in Common

The DiJulius Group

Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.

Brands 95
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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

Feedback 433
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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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The big list of little things that destroy your customer experience (reprise)

Adrian Swinscoe

I shared this quote on Instagram the other day… View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy your customer experience (reprise) first appeared on Adrian Swinscoe.

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How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

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The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences?

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The Best Customer Feedback Survey Incentives

Genroe

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors. In this post we’ll examine the research and add it to our experience over 20 […] The post The Best Customer Feedback Survey Incentives appeared first on Genroe | Customer Experience | Net Promoter Score.

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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately? Best practices suggest various approaches, but the decision is far from one-size-fits-all. This article explores the pros and cons of responding to negative posts, evaluates the effectiveness of following best practices from leading organizations such as BCG, McKinsey, a

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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How to Align Customer Service and Experience to Drive Lasting Business Growth

Experience Investigators by 360Connext

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio

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How Customer Success Metrics Are Reshaping the Subscription Economy

ECXO

The image was created by DALL·E, and all rights are reserved by ECXO.org. How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention.

Metrics 304
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Customer Experience in Insurance: Strategies to Boost Customer Satisfaction

InMoment XI

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance.

Insurance 195
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Best 7 Customer Service Quality Assurance Software for Ecommerce & Retail in 2024

Retently

Table of contents Key Takeaways: What is Customer Support Quality Assurance? 1. Retently as a Top QA Tool for Ecommerce and Retail 2. Medallia Agent Connect (former Stella Connect) 3. Loris AI 4. Playvox 5. MaestroQA 6. Zendesk QA (formerly Klaus) 7. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.

Ecommerce 153
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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Product News – August 2024

Lumoa

content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

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The True Cost of Losing a Customer

BlueOcean

Too tired to read? Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. Consider these statistics from a recent survey from CX expert Shep Hyken: After experiencing poor customer service: 79% would switch to a competitor with better service 72% felt anger toward the company or brand 56% would leave a negative rating 45% would write a negative review According to McKinsey , half o

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Customer Service + AI = Customer Success 3.0

ECXO

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences. customer support has become a critical differentiator for organizations across industries.

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Prepare Now: 2025's Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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Customer Feedback Questionnaire: Capturing Actionable Insights from Customers

InMoment XI

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation.

Feedback 195
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Streamlining Feedback With Email Signature Surveys

Retently

Imagine transforming every email you send into an instant feedback opportunity. That’s exactly what email signature surveys can do! Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment.

Feedback 153
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The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience.

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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When to Outsource Customer Support: Is Now the Time for a Pilot Program?

BlueOcean

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

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CX Awareness. How Customer-Centric is Your Organization?

ECXO

CX Awareness. How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?

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Restaurant Reputation Management: Increase Diner Feedback & Demand

InMoment XI

When you’re thinking of ordering takeout, or planning a date at a fancy restaurant, what’s the first thing you look at? Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. This is where restaurant reputation management can be the difference between a new client and a lost opportunity.

Feedback 195
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Ecommerce & Retail CX: Mapping the Buyer’s Journey with Surveys

Retently

The ecommerce industry has seen tremendous growth in recent years, with more and more businesses shifting online to sell their merchandise. Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. They seek a shopping experience that is seamless, personalized, and enjoyable – one that makes them feel valued and understood.

Ecommerce 139
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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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[Experience Action Podcast] Prioritize the Right Things

Experience Investigators by 360Connext

Ever felt like you’re juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals.

Resources 143
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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

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CX Tech Top-Ups: Protect Your Image with Reputation Management

IntouchInsight

We’re thrilled to introduce Reputation Management , a new tool designed to help businesses actively manage their online presence. In a world where 7 in 10 unhappy customers share their negative experiences, it’s more important than ever to take control of how your brand is perceived.