Sat.Jul 27, 2024 - Fri.Aug 02, 2024

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[Experience Action Podcast] Getting Leaders to CARE about CX

Experience Investigators by 360Connext

Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX

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Customer Sentiment: How to Measure and Improve It

InMoment XI

Understanding customer sentiment is essential for businesses trying to enhance their customer experience and drive growth. In this post, we’ll dive into what customer sentiment is, why it matters, and how you can measure and improve it to boost your business performance. But first, let’s go over a few basic definitions of customer sentiment, customer sentiment analysis, and customer sentiment score.

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Two Sides of Customer Service: The Dark Side and the Shep Side

ShepHyken

Let’s play a game. We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Here are some Dark Side and Shep Side examples: Dark Side: Making customers wait for long, unreasonable lengths of time.

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Embracing Digital Customer Experiences in Quick-Serve Restaurants

IntouchInsight

The quick-serve restaurant (QSR) industry is changing fast as ‘phygital' —where physical and digital customer experiences blend—becomes the norm. This shift is driven by tech-savvy consumers who want convenience, speed, and better experiences.

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Exploring CX Strategy and Technology Adoption: A Decision-Maker's Chart

A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

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Customer Experience: what customers remember from the experience

Hello Customer

Don’t try to offer the perfect customer jouney – packed only with perfect touchpoints. How the customer will remember your product or service depends not on perfection all the way, but on how you stand out. And you don’t need to be perfect to do that. You need to stand out in those aspects that you want to be remembered for.

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Creating a Winning Customer Experience Framework

SurveySensum

Is your CX Program tied to business revenue? Only 20% of the businesses know that their CX program can directly lead to revenue growth, the remaining 80% are either running CX program naively or not at all! Are you in the 20% or the 80%? Well, an effective CX program requires discipline, a strong framework, and yes, actionability. It’s not just about taking customer feedback but to drive an end to end framework that takes action on the feedback which positively impacts the bottom line (boo

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AI Feedback Loop: From Feedback Analysis to Continuous Improvement

SurveySensum

Ever wondered how companies like Netflix or Amazon seem to always know exactly what you need, your expectations, even before you do? The magic lies in the AI feedback loop – a complete game changer in the world of feedback analysis. This AI capability enables businesses to analyze your feedback to extract actionable insights, understand customer sentiments, and even gauge their emotions.

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Customer Success in the Digital Age: Keeping the Human Element Alive

Gainsight

I’ve had many conversations with Customer Education and Customer Success leaders that have all gone something like this: “I want to educate users on my software…but we’re busy, and hiring people is expensive. Can’t we just go digital and have AI do the training for me?” Yes, we’re going digital, which is definitely a step in the right direction, but we can’t go too far; we have to keep that human element in play—here’s how.

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AI Is Changing Customer Service: Here’s A Five-Step Plan To Make It Work For Your Company

CSM Magazine

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen, CEO of DialogueTrainer , explains. Still, AI won’t replace humans in customer service soon (there are simply too many open jobs ). Most customer service businesses and departments already use AI to improve customer engagement , help customer service agents better access and cover k

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Signal-Based Selling: How to Leverage 4 Key Buying Signals

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 380
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Ahead of the Curve: MarTech-Driven Customer Experience Evolution

eglobalis

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

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When Should You Start Measuring Net Promoter Score?

Retently

In The Lean Startup , Eric Ries describes the four ways customers drive sustainable growth for businesses. The first is word-of-mouth through recommendations and referrals. When people get value from your product, they’re likely to talk about it. The second is due to the product itself. A product like a MacBook, with its glowing Apple logo, is a constant advertisement.

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Few-shot prompt engineering and fine-tuning for LLMs in Amazon Bedrock

AWS Machine Learning

This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Company earnings calls are crucial events that provide transparency into a company’s financial health and prospects. Earnings reports detail a firm’s financials over a specific period, including revenue, net income, earnings per share, balance sheet, and cash flow statement.

Financial 129
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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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Dear Megan, A CX Customer Advice Column

TechSee

Welcome to “Dear Megan,” an advice column where innovation meets humor, and customer experience is sprinkled with a dash of wit. I’m Megan Saucier , your friendly guide through the ever-evolving landscape of technology. As the Director of Strategic Accounts at TechSee, I’ve had the privilege of working with tech giants like AWS, and many others.

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Beyond email: four essential digital engagement channels for customer success teams

ChurnZero

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

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New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditches Open Seating / Customer Experience is at an All-Time Low

The DiJulius Group

Customer Experience is at an All-Time Low – I don’t think this is shocking to anyone today. According to Forrester’s US Customer Experience Index (CX Index™) rankings report, CX quality among brands in the US has plummeted to an all-time low, marking a decline for the third consecutive year. Only 3% of companies are now. Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditch

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Configure Amazon Q Business with AWS IAM Identity Center trusted identity propagation

AWS Machine Learning

Amazon Q Business is a fully managed, permission aware generative artificial intelligence (AI)-powered assistant built with enterprise grade security and privacy features. Amazon Q Business can be configured to answer questions, provide summaries, generate content, and securely complete tasks based on your enterprise data. The native data source connectors provided by Amazon Q Business can seamlessly integrate and index content from multiple repositories into a unified index.

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2024 State of Customer Education Report

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Mastering the Shift: From Product-Led Growth to Enterprise Sales

Totango

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

Sales 98
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The Luxury Travel Boom: What’s Still Worth the Splurge?

Brandwatch CX

Discover how luxury travel trends are evolving despite economic challenges. Learn about consumer preferences and how brands can meet new expectations.

Travel 98
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10 Signs It’s Time To Upgrade Your Business Phone System & How NobelBiz Can Help

NobelBiz

For contact centers having a reliable, efficient phone system is business-critical. Far too many businesses, however, are still using legacy systems that keep them from maximizing their potential. If any of the following factors are common for you, it may be time to think about an upgrade. Here is why you should upgrade your business phone system and how NobelBiz can help make the process easier.

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Use the ApplyGuardrail API with long-context inputs and streaming outputs in Amazon Bedrock

AWS Machine Learning

As generative artificial intelligence (AI) applications become more prevalent, maintaining responsible AI principles becomes essential. Without proper safeguards, large language models (LLMs) can potentially generate harmful, biased, or inappropriate content, posing risks to individuals and organizations. Applying guardrails helps mitigate these risks by enforcing policies and guidelines that align with ethical principles and legal requirements.

Policies 127
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Less Stress, More Success: Accounting Best Practices & Processes for 2025

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

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What is a Good Net Promoter Score & NPS Benchmarks in 2024?

Zonka Feedback

Your customers hold the key to your business’s future. A single negative interaction can unravel months of hard work while a loyal customer can be your most valuable asset. That’s why understanding and improving your Net Promoter Score is crucial.

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The consumer outlook on the 2024 Summer Games

Brandwatch CX

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

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TEARING DOWN SILOS BY BUILDING COLLABORATION ACROSS DEPARTMENTS

The DiJulius Group

*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.

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Unlocking Japanese LLMs with AWS Trainium: Innovators Showcase from the AWS LLM Development Support Program

AWS Machine Learning

Amazon Web Services (AWS) is committed to supporting the development of cutting-edge generative artificial intelligence (AI) technologies by companies and organizations across the globe. As part of this commitment, AWS Japan announced the AWS LLM Development Support Program (LLM Program), through which we’ve had the privilege of working alongside some of Japan’s most innovative teams.

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Activating Intent Data for Sales and Marketing

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

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Improving Fan Experience with Real-Time Feedback

Opinionator

Key Takeaways Real-time feedback helps drive an improved fan experience Immediate feedback analysis helps identify trends and reduce facility bottlenecks Automated processes improve operations, fan satisfaction, and profitability Wi-Fi technology facilitates crucial fan feedback and supports stadium operations Personalized experiences deepen fan loyalty and generate revenue opportunities Minimizing wait times throughout the venue enhances overall […] The post Improving Fan Experience with

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The consumer outlook on the 2024 Summer Games

Brandwatch CX

Discover the buzz around the 2024 Summer Games: online chatter, K-pop impact, viewer reactions, and brand engagement. Explore key insights in our blog.

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TEARING DOWN SILOS BY BUILDING COLLABORATION ACROSS DEPARTMENTS

The DiJulius Group

*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.