Sat.Feb 03, 2024 - Fri.Feb 09, 2024

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15 Customer experience predictions for 2024

Adrian Swinscoe

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.

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How To Increase Customer Satisfaction By Asking the Right Questions

Doing CX Right

Customer experience expert Stacy Sherman and featured guest Marty Grunder, CEO and "Entrepreneur Of The Year," discuss the essentials to elevate customer satisfaction by mastering the right questions, sentiment tracking, internal culture, and roleplaying. Listen and apply Doing CX Right lessons now. The post How To Increase Customer Satisfaction By Asking the Right Questions appeared first on Doing CX Right.

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Journey Map or Process Map? What’s the Difference?

Seaton CX

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings. “We’ve got three other teams in here doing process mapping,” an IT Manager told me, “I don’t know why we need you.

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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics 270
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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[Experience Action Podcast] Right and Wrong Ways to Use AI in CX

Experience Investigators by 360Connext

Explore the horizon where artificial intelligence meets human touch in customer experiences with our host, Jeannie Walters. We’re traversing the fine line between the innovative prowess of AI and the essential need for empathy in customer service. Get ready to unlock the secrets of AI that don’t just streamline processes but fundamentally enhance the quality of customer interactions.

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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. So much time locked inside caused a massive correction. Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty.

Hotels 260
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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

Companies of all sizes are always looking for ways to improve their bottom line. Whether that be through cost-saving measures, increased operational efficiency, or strategic initiatives to boost revenue, the pursuit of financial success is a constant in the business world. As you look to improve your business, consider contact center optimization. This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive custom

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Reimagining Customer Loyalty Programs

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? How can companies effectively track and utilize customer data to drive loyalty?

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Introduction to CX 101.

Bill Quiseng

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Product News – January 2024

Lumoa

Lumoa Product News for January 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! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback!

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Driving the Future: Integrated CX in Automotive Customer Journeys

InMoment XI

The automotive industry is in the midst of a huge transformation. It’s driven, in part, by product innovation. Advancements in electric vehicles are leading to increased adoption, and concepts that were once pipe dreams—such as connectedness and autonomous vehicles—are becoming a reality. At the same time, we’re seeing a massive shift in the way consumers want to browse and buy vehicles.

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Balancing High-Tech Solutions with Human Touch

Horizon CX

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX).

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AI in CX Automation: It’s Not All or Nothing

TechSee

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Gamification in Higher Education: Tapping into Student Motivation and Engagement

Comm100

Gamification is quickly becoming part of our everyday lives. From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. In fact, the global gamification market size is projected to surpass $116.68 billion by 2032. It’s also changing how we learn, especially in schools and colleges.

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Understanding the Importance of Social Media Marketing

InMoment XI

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty. According to research: 47% of consumers reach out to brands on social because they have a product or service question.

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35 Essential Questions for Your Next Customer Feedback Questionnaire

Retently

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff.

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Gross Retention vs. Net Retention: What’s the Difference?

Totango

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.

Metrics 109
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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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Representative for whom?

Zeisler Consulting

Folks who work in your Customer-facing organizations have a lot of different names. Agents, technicians, associates (which always makes me chuckle a little bit ), service providers, and others. One that often makes me think is: Representative. It’s curious to me because it can go either way, can’t it? Whenever I get a ‘representative’ on the phone, I wonder: A representative for whom ?

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Google Reviews: Steps for Businesses to Succeed

InMoment XI

Google reviews are synonymous with success in today’s business environment. Whether you operate in retail, financial services, insurance, or any other industry, consumers will not purchase your product or services if you have poor Google business reviews. Some people may think that Google reviews are out of their control. That couldn’t be further from the truth.

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Automate mortgage document fraud detection using an ML model and business-defined rules with Amazon Fraud Detector: Part 3

AWS Machine Learning

In the first post of this three-part series, we presented a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. In the second post , we discussed an approach to develop a deep learning-based computer vision model to detect and highlight forged images in mortgage underwriting.

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How to Connect With Your Customers on an Emotional Level and Drive Brand Loyalty

Beyond Philosophy

Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations struggle with eliciting specific emotions in their customers.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Navigating the SMS Landscape: Compliance, Strategy, and Innovation

NobelBiz

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

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The Benefits of Having Human Customer Service Representatives in the Shipping Industry

CSM Magazine

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. This was highlighted by the recent DPD chatbot incident where a malfunctioning chatbot received a lot of negative media attention. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

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Accenture creates a regulatory document authoring solution using AWS generative AI services

AWS Machine Learning

This post is co-written with Ilan Geller, Shuyu Yang and Richa Gupta from Accenture. Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications,

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Rip the Band-Aid Off Communication

ShepHyken

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Her story is an interesting one.

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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?