Sat.May 13, 2023 - Fri.May 19, 2023

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The CXO dream team: ?Why marketing, sales, and CS should unite to drive growth


Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 107
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Customers care about their metrics, not yours.

Bill Quiseng

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

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Maximising Customer Value: Answering Your Top Questions About Customer Centricity


As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

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Customer Service Is Like Dating


I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Why Customer Satisfaction Looks at Management’s Every Move

Steve DiGioia

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!

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Proving the value of your CX programme


How do you prove that the cost and effort involved in developing and maintaining your customer experience programme is worthwhile? To get buy-in from stakeholders, you need to demonstrate how success will be measured, and the estimated return on your investment. As you’re probably aware, there are calculators available via most major customer experience platforms.

NPS 62
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How to improve patient experience using gamification?

Adrian Swinscoe

This is a guest post by Likitha Andugula, Marketing Analyst at With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient experience using gamification? first appeared on Adrian Swinscoe.

How To 75
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Top 15 Customer Support Statistics In 2023


The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

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Winning the Game: Why Global Professional Development in Customer Experience and Employee Engagement Are Key

CX University

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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InMoment’s eNVy Awards and Buyer Expectation Study Shines Light on the Top Vehicle Models in 2022

InMoment XI

–Automotive benchmark study with 50 year track record reveals top vehicle models ranked by consumers –The New Vehicle Customer Study (NVCS) is used by major automotive manufacturers and suppliers, government agencies, think tanks, and academia SALT LAKE CITY, May 18, 2023— InMoment®, the global leader in automotive Customer Experience Improvement (XI) , announced winners for the fifth annual eNVy Awards ®.

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3 Benefits of Restaurant Inspection Software


All businesses need to ensure their premises are safe for visitors. For example, everyone needs to ensure customers don’t slip in an icy parking lot. But food preparation adds another level of complexity.

Software 207
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Live Chat Security For Higher Education [All You Need To Know]


One of the biggest challenges colleges and universities face today has nothing to do with education itself — it’s cybersecurity. Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential.

Software 206
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5 Ways to Be Proactive to Prevent CX Pain Points

Experience Investigators by 360Connext

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. There are a lot more than five ways, but these can inspire you to look at your customer’s journey and take action.

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Retail Tech: Empower Associates, Optimize CX, and Boost Productivity

Speaker: Andrew Regan, Managing Partner at BlueSeed Retail Ltd.

Did you know that 70% of new retail technology fails to deliver expected benefits and can often decrease customer value, service, and experience? With that in mind, how can we empower our store associates to leverage new technology to optimize the customer experience and boost productivity? This exclusive webinar with Andrew Regan will dive into strategies to empower retail associates for success with new technology.

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Who is Responsible for Transformational Organizational Change?

Horizon CX

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents. I often think about this since, as a CX Manager for 10+ years I’d never thought of myself as a change agent yet the work I performed certainly had some incremental effect on the overall success of the organization, particularly from a customer experience perspective.

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CX Tech Top-ups: New Product Add-On Feature Packs!


The Intouch Insight Platform just got a lot more powerful! Our new add-on feature packs allow you to customize the Intouch Insight Platform to meet all of your business needs.

Meeting 156
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How partners drive growth through Visual Intelligence Studio


Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers.

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5 Ways to Get Reviews for Your Brand


Beyond monitoring and responding to reviews, marketers are developing various strategies in order to get more reviews. As much as 88 percent of consumers trust online reviews as much as personal recommendations. Customers don’t really trust businesses with lower than 4-star ratings. 80 percent of consumers say the star ratings they trust the most are 4.0, 4.5, and 5 stars.

Brands 123
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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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Building trust through transparency: Our pledge to provide more clarity around Web of Science journal coverage


As part of our on-going commitment to research integrity, we recently shared that we planned to investigate how we can provide greater transparency regarding which journals are covered in the Web of Science Core Collection. We thank our many community partners for their feedback and acknowledge the request for even more clarity around which journals are added or removed.

Feedback 122
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Kustomer Embarks on a New Chapter as a Standalone Company


Today marks a significant milestone for Kustomer as we begin our next chapter as an independent company. We’re poised for even greater success with the backing of our original partners who have invested $60M in capital to ensure Kustomer’s growth for many years to come. More importantly, we bring a core team of dedicated professionals who believe in our mission to elevate every customer experience by transforming the way businesses and consumers communicate.

Company 109
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Introducing an image-to-speech Generative AI application using Amazon SageMaker and Hugging Face

AWS Machine Learning

Vision loss comes in various forms. For some, it’s from birth, for others, it’s a slow descent over time which comes with many expiration dates: The day you can’t see pictures, recognize yourself, or loved ones faces or even read your mail. In our previous blogpost Enable the Visually Impaired to Hear Documents using Amazon Textract and Amazon Polly , we showed you our Text to Speech application called “Read for Me”.

Customers 104
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Are Older Workers The Answer To Your Hiring And Retention Issues?

The DiJulius Group

The Great Reshuffle continues as the shortage of front-line and hourly workers is still strongly felt across the labor market by industries in the private sector including airlines, gyms, hospitality, all manner of office environments, and elder care, to name just a few. Organizations are struggling with finding, hiring, and keeping good people yet ageism.

Airlines 105
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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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Companies Need Working Moms. And Moms Need More Support Than Ever.

Blake Morgan

Being a working mother has always come with challenges. But in the last few years, as the pandemic and economic uncertainty affected women disproportionately more than men, those challenges have risen to another level, driving many women out of the workforce or away from leadership positions in what experts call a “Mom-cession.” Companies need the valuable and unique contributions of women, especially mothers.

Company 105
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Advancing our commitments to global sustainability [Report]


Marko Damjanovic, Head of Corporate Sustainability at Clarivate, reviews our 2022 ESG milestones and highlights our 2023 goals for advancing our strategic commitments to the United Nations SDGs – all by accelerating our actions and by helping our customers achieve their goals. At Clarivate we put sustainability at the heart of our business goals and we want environment, social and governance issues to be the core of our global culture, serving as guiding principles for every decision we make.

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Prepare training and validation dataset for facies classification using Snowflake integration and train using Amazon SageMaker Canvas

AWS Machine Learning

This post is co-written with Thatcher Thornberry from bpx energy. Facies classification is the process of segmenting lithologic formations from geologic data at the wellbore location. During drilling, wireline logs are obtained, which have depth-dependent geologic information. Geologists are deployed to analyze this log data and determine depth ranges for potential facies of interest from the different types of log data.

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Over The Shoulder Feature Highlight: Advanced Branching Logic

2020 Research

Over The Shoulder is a mobile ethnography tool that consists of a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers. As a readily accessible app on their smartphones, it enables participants to document events and journal experiences in real time. This powerful mobile ethnography tool not only allows participants to share valuable moments with you, the researcher, but it also alleviates the need for moderators t

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The Ultimate CX Solution: Combining Software + Service

In today's competitive business landscape, customer experience (CX) has emerged as a critical differentiator. Companies are increasingly investing in CX services to optimize customer satisfaction, drive customer loyalty, and ultimately, enhance their bottom line. Traditionally, businesses have had to choose between a DIY (Do-It-Yourself) approach or a full-service model, where an agency handles the entire CX program.

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Become a better leader by knowing yourself and managing your emotions

Beyond Philosophy

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Some of the best leaders have a higher EQ than IQ. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

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The benefits of using voice messaging for businesses


With all the options for communication, people have nowadays, you may think phone calls are old fashion or outdated. However, don’t let all those smart screens fool you. People are making and receiving more phone calls than ever. And as a result, more businesses are turning to voice messaging. Voice messaging technology can help you tap into the power of communicating via phone more efficiently.

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Introducing Amazon Textract Bulk Document Uploader for enhanced evaluation and analysis

AWS Machine Learning

Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from any document or image. To make it simpler to evaluate the capabilities of Amazon Textract, we have launched a new Bulk Document Uploader feature on the Amazon Textract console that enables you to quickly process your own set of documents without writing any code.