CSM Magazine
OCTOBER 25, 2023
The modern media and entertainment industry continually evolves, and customer experience is more crucial than ever. The ability to provide exceptional customer experience sets apart successful businesses in this industry. One key aspect of delivering outstanding customer experience in media and entertainment is through localization for the entertainment industry.
Lumoa
OCTOBER 24, 2023
Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.
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SAP Customer Experience
OCTOBER 25, 2023
The Way to the Perfect Set of Use Cases As a CX architect, I am regularly confronted with which use-cases are suitable for improving the customer experience. This question comes not only from sales staff, but often directly from the customers themselves. Companies know their business best, therefore the use-cases.
CSM Magazine
OCTOBER 24, 2023
Customers have higher expectations than ever, and their satisfaction directly impacts your company’s success. As a manager, it’s your responsibility to lead the charge in enhancing the customer experience. This guide explores the strategies, best practices, and tools you can use to improve your company’s customer experience and create lasting, positive relationships with your clients.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Cyara
OCTOBER 24, 2023
In 1909, London department store owner Harry Selfridge coined the term " The Customer is Always Right " to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional customer service.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NobelBiz
OCTOBER 24, 2023
Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights. Let’s delve deep into the nuances of each to clarify their significance.
Forrester's Customer Insights
OCTOBER 25, 2023
In 2024, we expect that CX leaders will continue to navigate variable footing, in some cases finding themselves caught in the crossfire between new tech and old policies. Prepare yourself for the new year with a preview of our 2024 predictions.
Doing CX Right
OCTOBER 22, 2023
Don Scheibenreif, a Distinguished VP Analyst at Gartner and Stacy Sherman discuss the rise of machine customers. Learn how it's disrupting customer experience & commerce, and what you need to do to prepare, compete and get ahead. The post When Machines Become Customers – Navigating the New Normal appeared first on Doing CX Right.
Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
InMoment XI
OCTOBER 24, 2023
In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?
Experience Investigators by 360Connext
OCTOBER 24, 2023
Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
BlueOcean
OCTOBER 23, 2023
(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
ECXO
OCTOBER 25, 2023
Welcome to the European Customer Experience Organization! We’re thrilled to have you join our open-access CX Business Network. To get started and make the most of your membership, please follow the instructions in the link below: Before you dive in, we have some important instructions to help you get started and make your life easier. Please take the time to read until the end; we apologize that it is a bit longer.
Alida
OCTOBER 24, 2023
Customer experience teams and market researchers told us that they’re often overwhelmed with data. They said they’re struggling with disconnected surveys, interviews, and customer listening tools that collect information but don’t bring it together in an effective way. As a result, they need to spend their valuable time combing through responses, interpreting meaning, and looking for patterns.
Retently
OCTOBER 26, 2023
One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client.
ShepHyken
OCTOBER 24, 2023
Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
BirdEye
OCTOBER 26, 2023
Today, reviews have become more than just words on a screen. They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. Online reviews are a goldmine of insights. Positive reviews create a sense of social proof, making it more likely for others to buy, while negative reviews repel. A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity.
Doing CX Right
OCTOBER 21, 2023
Why does podcasting matter? Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.
Zeisler Consulting
OCTOBER 24, 2023
We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience. I also had a few other questions about other devices and things I was sort of shopping for at the store anyway, so depending on how efficient they were (fix our device
AWS Machine Learning
OCTOBER 26, 2023
This is a guest post by Jose Benitez, Founder and Director of AI and Mattias Ponchon, Head of Infrastructure at Intuitivo. Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
Integrity Solutions
OCTOBER 23, 2023
One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. It’s the thing to do while they figure out what it is they actually want to do. And then a funny thing happens: They realize they like doing sales. Along the way, though, they often discover that there are many intangibles and unwritten rules of sales that are a huge factor in getting established and then to the ne
BirdEye
OCTOBER 25, 2023
Visibility is the cornerstone of business growth and success. The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. Online listings play a crucial role in every business’s digital strategy. However, there is so much a business needs to know, monitor, and leverage to make the most of listings.
Beyond Philosophy
OCTOBER 26, 2023
A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!
AWS Machine Learning
OCTOBER 26, 2023
Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you easily aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Drupal is a content management software. It’s used to make many of the websites and applications we use every day.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
Adrian Swinscoe
OCTOBER 25, 2023
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.
MyCustomer
OCTOBER 25, 2023
Katie Tucker provides insights into the intricacies and pitfalls of customer feedback with an edited excerpt of her novel, 'Do Penguins Eat Peaches?
SaleMove
OCTOBER 27, 2023
The key is in leveraging GenAI to enhance—not replace—service reps. View areas where AI can make financial institutions more efficient. The post No, Generative AI is Not the Latest Fright Night Monster appeared first on Glia Blog | Digital Customer Service Explained.
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