Sat.Mar 02, 2024 - Fri.Mar 08, 2024

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Do You Give Your Customers an Experience – Or Just a Transaction?


In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.

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Why Customer Experience Success Requires A Great Employee Experience

Experience Investigators by 360Connext

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.


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Trending Sources

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10 Ways to Get Back to CX Basics

Innovative CX

Why is it that customer service isn’t improving? Several recent studies suggest it is actually getting worse, not better despite the declining effects of the pandemic, supply chain issues and the like. If you’re like me, you engage with an organization’s customer service department at least once or twice each month. Sometimes I’m calling to place an order, other times asking a question - and then of course, there are the times when I’m calling to resolve some type of issue or complaint.

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Unstructured Data is the Key to Improving the Customer Experience: Here’s Why

InMoment XI

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases.

Data 260
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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 Advantages and Disadvantages of Live Chat Support


The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

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A Comprehensive Guide to Omni-Channel Customer Experience

SmartMessage Blog

What is Omni-Channel Customer Experience? Omni-channel customer experience is an integrated approach to customer interactions across various channels. Omnichannel customer experience meaning is all about providing a unified and consistent experience, whether customers engage through a website, social media, or in-store. This strategy aims to break down silos between online and offline platforms, ensuring a cohesive journey.

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The ROI of Generative AI in CX: The Financial Case for AI Automation


Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

ROI 109
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Brand Management: What’s Customer Experience Got to Do with it?

ImprintCX Articles

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that will generate revenue, and the goal of customer experience is to deliver on the promises made by marketing — then these groups/functions/tasks ca

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5 Benefits of Dynamic Customer Segmentation


Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Dynamic customer segmentation improves the customer experience. It goes beyond the traditional static models, offering a dynamic understanding of customer behavior over time. It’s an advanced Customer-Led Marketing technique that allows marketers to adapt their approaches based on real-time insights to deliver compelling, relevant, and personalized marketing messages.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Customer Experience Quotes to Inspire Your Company’s CX Transformation

InMoment XI

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated.

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Blue Ocean Named as Finalist in 2024 Stevie® Awards for Sales & Customer Service


Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. Blue Ocean will ultimately be awarded a Gold, Silver, or Bronze Stevie Award during a gala banquet on Friday, April 12, at the Bellagio in Las Vegas, Nevada.

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[Experience Action Podcast] Those Needy Customers!!

Experience Investigators by 360Connext

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values.

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25 Top “Thank You for Your Feedback” Responses for Improved Customer Relations


Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

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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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Unlocking Innovation: AWS and Anthropic push the boundaries of generative AI together

AWS Machine Learning

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

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Who can?

Zeisler Consulting

I once had a great co-worker and mentor who, when teaching his Lean Six Sigma courses, would drop the quote: “Never take ‘No’ as an answer from somebody who doesn’t have the authority to say ‘Yes.’” Now, in his context, we were talking about internal politics and change management in general. As he was putting it, while working on a project, if you’re getting push-back from someone you’re working with, think hard about whether that person is simply gate-keeping or actually even has the permiss

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How to Recruit Participants For UX Research | Alida


Participant recruitment is central to the quality of UX research. But recruiting the right people can be a full-time job on top of the research itself.

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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

Beyond Philosophy

Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Automate the process to change image backgrounds using Amazon Bedrock and AWS Step Functions

AWS Machine Learning

Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.

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Too Much Technology Results in Customer Dissatisfaction

The DiJulius Group

#1 Predictor of a Child’s Lifetime Income / Howard Schultz Tell Starbucks’ Leaders They Lost their Soul / Wendy’s Walking Back Surge Pricing Strategy / No Dreams Left Behind Retailers Ditching Self-Checkout Lanes Industry giants such as Costco, Walmart, Target, Kroger, and Dollar General are reversing their strategy on the self-checkout lanes.

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Revolutionize Your Business with Customer-centric Solutions using Design Thinking


Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Amidst this sea of change, one methodology has emerged as a lighthouse guiding businesses toward success – Design Thinking! Design Thinking, at its core, is a human-centered approach that empathizes with the user, understands their needs, ideates solutions, and prototypes,

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How We Felt About What We Watched: Exploring Netflix Engagement and Sentiment

Brandwatch CX

How did consumers feel about the top 10 most-watched Netflix shows in 2023? Discover consumer sentiments and opinions in our latest research.

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11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Efficiently fine-tune the ESM-2 protein language model with Amazon SageMaker

AWS Machine Learning

In this post, we demonstrate how to efficiently fine-tune a state-of-the-art protein language model (pLM) to predict protein subcellular localization using Amazon SageMaker. Proteins are the molecular machines of the body, responsible for everything from moving your muscles to responding to infections. Despite this variety, all proteins are made of repeating chains of molecules called amino acids.

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Every Go-to-Market Plan Needs a Value Creation and Monetization Section

Middlesex Consulting

Why Create a Go-to-Market Plan? A go-to-market (GTM) plan is needed whenever a business performs any of the following activities: The idea is that thinking, writing, discussing, and reviewing the plan will highlight defects, omissions, and unsubstantiated assumptions that may sink the plan or at least lead to severe investor disappointment. This article appears on […] The post Every Go-to-Market Plan Needs a Value Creation and Monetization Section appeared first on Middlesex Consulting.

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Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.

ROI 78
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Tooling Up for Success: Unleashing Representative Efficiency with Glia Workzone


To serve customers and members efficiently and effectively, agents must be set up for success. Here’s how to do it with a seamless agent experience. The post Tooling Up for Success: Unleashing Representative Efficiency with Glia Workzone appeared first on Glia Blog | Digital Customer Service Explained.

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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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Driving Change: The Impact of Women in the Workplace


March 8th is International Women’s Day and represents a day of reflection, recognition, and celebration for women. On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.

Culture 87
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A Company Culture of Good with Chad Jensen


This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve?

Culture 80
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DTMF Issues Have Nowhere to Hide with Number Testing


Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.