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

article thumbnail

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.

article thumbnail

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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.

article thumbnail

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 232
article thumbnail

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.

article thumbnail

[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.

Chatbots 143

More Trending

article thumbnail

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
article thumbnail

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

article thumbnail

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?

article thumbnail

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.

B2C 78
article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

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!

article thumbnail

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.

article thumbnail

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).

article thumbnail

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.

article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

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
article thumbnail

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.

article thumbnail

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 ?

article thumbnail

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.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

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.

Training 100
article thumbnail

Lack of Leadership Training Is The Reason 1/3 of Employees Quit

The DiJulius Group

Do You Have Accidental Bosses? An article in Fortune titled “Nearly all bosses are ‘accidental’ with no formal training—and research shows it’s leading 1 in 3 workers to quit” shares research conducted by The Chartered Management Institute revealing that many of those promoted into managerial positions are all title and no training. These startling findings.

article thumbnail

How to Write Magnetic Social Media Bios

Brandwatch CX

Master the art of social media bios with tips for brands and marketers. Elevate your online presence, attract followers, and boost engagement effortlessly.

article thumbnail

Master the Art of Language: How to Transform Other People’s Opinion of You

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: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along.

How To 78
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

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,

article thumbnail

Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement.

article thumbnail

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.

article thumbnail

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.

article thumbnail

The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

article thumbnail

Deploy large language models for a healthtech use case on Amazon SageMaker

AWS Machine Learning

In 2021, the pharmaceutical industry generated $550 billion in US revenue. Pharmaceutical companies sell a variety of different, often novel, drugs on the market, where sometimes unintended but serious adverse events can occur. These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. Traditional manual processing of adverse events is made challenging by the increasing amount of health data and costs.

article thumbnail

Best Practices for Automated Conversational AI Testing in 2024

Cyara

For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.

article thumbnail

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.