Heart of the Customer
FEBRUARY 16, 2023
I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions. This trip’s primary topic was hiring for a CX team. […] The post The Future CX Leader appeared first on Heart of the Customer.
Adrian Swinscoe
FEBRUARY 15, 2023
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe.
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MyCustomer
FEBRUARY 15, 2023
How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more.
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.
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ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
FEBRUARY 16, 2023
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates weren’t written in the stars. We do, … Continue reading → The post A “safe” CX strategy may be dangerous appeared first on Brad Cleveland.
Doing CX Right
FEBRUARY 12, 2023
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing contact centers & valuable delivery models to succeed based on workforce trends. The post Expert Insights on Improving Customer Experience in the Contact Center Industry appeared first on Doing CX Right.
MyCustomer
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
Natalie Petouhof
FEBRUARY 14, 2023
In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius! The post Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys appeared first on Dr Natalie News.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
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™.
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.
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.
Alida
FEBRUARY 16, 2023
A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences. Now, we’re taking another step toward the goal of collaborative intelligence: Getting humans and AI working together for the greatest outcome.
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.
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.
Zonka Feedback
FEBRUARY 16, 2023
We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. Imagine the same thing happening when your customer is filling out a feedback form on Customer Feedback App in your restaurant or a lead giving you their information at an event using a Lead Capture Tool.
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.
Alida
FEBRUARY 15, 2023
Customers’ needs are changing at breakneck speed. Only insight communities can keep up.
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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?
kommunicate
FEBRUARY 14, 2023
Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25 billion total visits to its website every month. A whopping 70% of [.] The post Campaign Messaging – A Brand New Way To Reach Your Customers appeared first on Kommunicate Blog.
SurveySensum
FEBRUARY 16, 2023
There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.
BirdEye
FEBRUARY 14, 2023
Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market.
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.
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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,
kommunicate
FEBRUARY 16, 2023
Last Updated on February 16, 2023 Doctors can now diagnose a stroke 60 minutes faster than with the AI-powered Brainomix e-Stroke system. Such a diagnosis can mean the difference between a full recovery or disability due to a stroke. Postdoctoral researchers trained the da Vinci surgical robot to execute suturing tasks quicker than an expert [.] The post How AI in Healthcare Is Reshaping the Workforce of Tomorrow appeared first on Kommunicate Blog.
Beyond Philosophy
FEBRUARY 16, 2023
Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.
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?
AWS Machine Learning
FEBRUARY 15, 2023
Amazon SageMaker JumpStart is the machine learning (ML) hub of SageMaker that offers over 350 built-in algorithms, pre-trained models, and pre-built solution templates to help you get started with ML fast. JumpStart provides one-click access to a wide variety of pre-trained models for common ML tasks such as object detection, text classification, summarization, text generation and much more.
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.
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels.
One Millimeter Mindset
FEBRUARY 15, 2023
Are you known for being hard charging professionally? Are you sure you know what that phrase potentially looks like in today’s and tomorrow’s workplaces? The Merriam-Webster dictionary defines “hard-charging” as being aggressive, determined, and ambitious. These are solid professional attributes to bring to the workplace each day. However, consider how you manifest being aggressive, determined, and ambitious each day.
SAP Customer Experience
FEBRUARY 17, 2023
A customer portal allows businesses to interact with their customers in a more efficient and personalized manner. These portals can provide a wide range of features and capabilities, but there are a few critical ones that every business should consider when implementing a customer portal. User Authentication and Access Control.
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