Innovative CX

JUNE 11, 2024

Why not follow the engineer’s motto when it comes to serving customers? If it isn’t broken, take it apart and fix it! If your contact center is working at peak efficiency, here’s your chance to take it to the next level. I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago or even

Customer Experience 52

Customer Experience Contact Center Customer Expectations Customers 52

Beyond Philosophy

JUNE 13, 2024

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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

Customer Experience 117

Customer Experience Insurance Conference Exercises 117

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Yes, you heard it right—sometimes, talking less and listening more can be the magic key to unlocking a treasure trove of benefits for your workplace and customer relations.

Customer Experience 361

Customer Experience Exercises Innovation Leadership 361

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

Employee Experience 322

Employee Experience Analysis Multi-Channel Employee Engagement 322

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.

Trends

Middlesex Consulting

JUNE 11, 2024

When a business, either a private or public company or a government agency, embarks on a significant purchase, such as capital equipment, enterprise software, or a combination of both, it typically forms a Procurement Committee. This committee plays a crucial role in ensuring that the business secures the best product from the most reputable seller […] The post Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn appeared first on Middlesex Consulting.

Meeting 78

Meeting Government Consulting Software 78

Zeisler Consulting

JUNE 11, 2024

My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.3 children each, but most of the households either have no-kids or are comprised of college kids themselves.

Customers 72

Customers Course Management Consulting 72

IntouchInsight

JUNE 11, 2024

Our Convenience Store Trends Report 2024 - Powering the Next Era of Convenience Store is finally here! This year, we aimed to address three primary questions: What motivates customers to visit convenience stores? How can C-Store leaders and operators encourage customers to spend more time in-store? How can they be turned into loyal customers?

Trends 156

Trends Report Customers Data 156

Optimove

JUNE 11, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. In this case study, learn how Kaizen Gaming achieved this goal using Optimove’s Customer-Led Marketing Platform.

Customer Engagement 52

Customer Engagement Engagement Marketing CRM 52

Help Scout

JUNE 11, 2024

Explore real-world examples and best practices for implementing AI effectively in customer service.

Customer Service 49

Customer Service Company Examples Customers 49

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.

Connections

eglobalis

JUNE 12, 2024

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

Analytics 270

Analytics Data Loyalty Technology 270

Experience Investigators by 360Connext

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Meeting Resources Connections 229

C3Centricity

JUNE 11, 2024

A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.

Customer Centricity 203

Customer Centricity Measurement Customer Success Customers 203

ECXO

JUNE 12, 2024

We are excited to share this week’s episode of Experience the Difference: The European Customer Experience Organization (ECXO) Podcast Series with the amazing Irina Mostovaya , hosted by Christopher Brooks Listen to the full episode here: [link] ABout Irina, with over 8 years of experience in customer and employee experience management, Irina Mostovaya is a passionate professional who thrives on creating value for both internal and external stakeholders.

Employee Experience 156

Employee Experience Innovation Customer Experience Management 156

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

Customer Experience

AWS Machine Learning

JUNE 12, 2024

Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.

Knowledge Base 118

Knowledge Base Customers How To Resources 118

Beyond Philosophy

JUNE 14, 2024

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

Airlines 88

Airlines Hospitality Travel Customer Centricity 88

Upstream Works

JUNE 12, 2024

Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.

Contact Center 88

Contact Center Omni-Channel Examples 88

Middlesex Consulting

JUNE 11, 2024

Note: This article focuses on one topic discussed in a white paper, “BECAUSE I’M THE CUSTOMER!!” A Guide to Managing Your Brand & Customer Experience in the Age of the Customer by Sam Klaidman and Harry Klein. The paper was written in 2012 and has been at the top of a Google search for “Because […] The post Why Delivering a Consistent Customer Experience Is Critical appeared first on Middlesex Consulting.

Customer Experience 78

Customer Experience Consulting Brands Customers 78

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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.

Customer Experience

AWS Machine Learning

JUNE 12, 2024

In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.

Resources 113

Resources Data How To Examples 113

ShepHyken

JUNE 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

Sports 78

Sports Customer Service Travel Loyalty 78

The DiJulius Group

JUNE 11, 2024

Best Ted Talk of 2024 / The Employee Experience Revolution Hits Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For / New EX Academy / 50% off EXR books The Employee Experience Revolution Hits Bestseller The Employee Experience Revolution: Increase Employee Morale, Retain Your Workforce, and Drive. Read Full Article The post Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For appeared first on The DiJuliu

Company 92

Company Employee Experience Groups Culture 92

Brandwatch CX

JUNE 10, 2024

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

Brands 105

Brands 105

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

How To

Helpware

JUNE 12, 2024

“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.

Examples 79

Examples Company 79

Help Scout

JUNE 14, 2024

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

Tools 69

Tools 69

BirdEye

JUNE 13, 2024

Instagram’s reign as king of social media continues and its never been more important to have the right Instagram tools to optimize your business’ presence. The social media platform’s stats speak for themselves. With the platform reaching 2 billion active monthly users, brands ignore Instagram at their own risk. Thankfully, 71% of businesses have realized this, and already have accounts.

Tools 65

Tools Social Media Analytics Multi-Channel 65

Brandwatch CX

JUNE 10, 2024

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

Brands 98

Brands 98

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.

Management

Think Customers

JUNE 13, 2024

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, c

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

Optimove

JUNE 11, 2024

Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.

Consumers 76

Consumers Brands Marketing Customers 76

Provide Support

JUNE 10, 2024

Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.

Examples 70

Examples Customer Service How To Tips 70