Totango

MAY 17, 2023

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

Sales Customer Journeys Marketing Customer Success 107

Bill Quiseng

MAY 17, 2023

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

Metrics Customer Care Customers NPS 88

C3Centricity

MAY 16, 2023

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.

Customer Centricity 226

Customer Centricity Customers Strategy Sales 226

ShepHyken

MAY 16, 2023

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.

Customer Service 127

Customer Service Customers Customer Experience Customer Service Training 127

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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?

Customer Experience

Steve DiGioia

MAY 15, 2023

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!

Customer Satisfaction 148

Customer Satisfaction Customers Social Media Customer Experience 148

Thematic

MAY 15, 2023

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

NPS Customer Experience Feedback Customer Satisfaction 62

Adrian Swinscoe

MAY 15, 2023

This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai 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

How To Technology Marketing 75

Knowmax

MAY 16, 2023

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

Customers 52

Customers Customer Experience Trends 52

CX University

MAY 16, 2023

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.

Employee Engagement 98

Employee Engagement Customer Experience Engagement Customers 98

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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.

Government

InMoment XI

MAY 18, 2023

–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 ®.

Study 260

Study Automotive Customer Experience Sports 260

IntouchInsight

MAY 15, 2023

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

Software Examples Customers 207

Comm100

MAY 16, 2023

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

Software Data Tools Financial 206

Experience Investigators by 360Connext

MAY 16, 2023

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.

Customer Experience 143

Customer Experience Airlines Feedback Customer Journeys 143

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.

Retail

Horizon CX

MAY 19, 2023

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.

Customer Centricity 130

Customer Centricity Customer Experience Management Customer Experience Culture 130

IntouchInsight

MAY 17, 2023

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

Meeting Customers 156

TechSee

MAY 18, 2023

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.

Competitive Advantage 109

Competitive Advantage Customer Experience Telecommunications Customer Service 109

ReviewTrackers

MAY 18, 2023

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

Brands Multi-Channel Case Study Customer Experience 123

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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.

Contact Center

Clarivate

MAY 18, 2023

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

Feedback Policies Course Resources 122

Kustomer

MAY 15, 2023

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

Company Customer Service Customer Experience Loyalty 109

AWS Machine Learning

MAY 19, 2023

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

Customers Training Video Technology 104

The DiJulius Group

MAY 15, 2023

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

Airlines Hospitality Groups Industry 105

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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.

Customers

Blake Morgan

MAY 13, 2023

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

Company Customer Experience Resources ROI 105

Clarivate

MAY 18, 2023

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.

Report 98

Report Customer Experience Innovation Culture 98

AWS Machine Learning

MAY 17, 2023

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.

Training 96

Training Data Policies Connections 96

2020 Research

MAY 16, 2023

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

Customer Experience 96

Customer Experience Consulting Tools Interaction 96

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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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Beyond Philosophy

MAY 18, 2023

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.

Management 78

Management Customer Experience Leadership Customer Service 78

BirdEye

MAY 17, 2023

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.

Customer Experience 90

Customer Experience Communication Software Customers 90

AWS Machine Learning

MAY 15, 2023

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.

Analysis 96

Analysis Customer Experience Comparison Data 96