Sat.Nov 19, 2022 - Fri.Nov 25, 2022

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Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?

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These 4 CX and EX trends should set your 2023 priorities

Think Customers

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures.


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How to Build Customer Trust and Loyalty

InMoment XI

Many companies underestimate the value of customer trust and loyalty when it comes to driving higher revenue growth. It might sound counterintuitive, but convincing existing customers to return is more important than gaining new ones. This is because the cost of finding new customers is far higher than the cost of selling to existing customers. In fact, returning customers spend 67% more than first-time buyers.

Loyalty 260
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How Can You Improve Customer Experience and Service at Your Website?

CSM Magazine

The pursuit of boosting customer experience and service should be an ongoing one. This means even if your site has a good record with customer experience, there is always a chance that improvements can be made. Taking several online customer surveys and feedbacks into account, the following are rated to be among the most effective ways for improving customer experience.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester | Jason Cottrel - CEO & Founder at Orium | Kelly Goetsch - Chief Strategy Officer at Commercetools

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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2022 consumer holiday retail shopping survey


The post 2022 consumer holiday retail shopping survey appeared first on Optimove.

Survey 98

More Trending

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How CX is like HR

Zeisler Consulting

I’ll often describe CX in terms of an analogy to other operations within your company. If it’s to make an impact, it should have a charter that includes responsibility for and the moving parts needed to drive changes. Otherwise, there’s no point in having a CX department in the first place. The conversation usually comes as a side note to the dreaded ROI of CX discussion.

ROI 40
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How to achieve financial stability in a recession with CX agility


With a recession looming, many businesses pause customer experience investments due to uncertainty. . But little do these companies realize, these investments can actually help during times of tightened budgets. . According to McKinsey, digital channels perform similarly or slightly better than traditional channels and are typically more cost effective.

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Customer Service: 5 Tips on How to Deliver Great Customer Support


There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of pharmaceuticals, sustainability, or sending rockets to the moon, you are driven by people. You exist to serve them—and without them, you cease to exist at all.

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Move From Customer Service to CX with the Right Technology

Upstream Works

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center. Before the rise of social media and digital channels, customers rarely engaged with a company or a brand for anything else, mainly because there were limited communication options outside of the contact

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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.

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Understanding the Sample Size Formula

InMoment XI

There’s a lot that goes into creating statistically sound research, but few elements are as important as getting the right sample size. This is because the size of your sample can have a direct impact on your findings. If your chosen sample is too small, your results will likely be inconclusive. On the other hand, overly large samples can make minor differences appear statistically significant while also increasing the time and resource demands of collecting and cleaning the data.

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Top 5 Customer Service Trends to Expect in 2023


The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.

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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.

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Why contact centres are choosing the cloud for adding new functionality


Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Published on: November 24, 2022. Author: Pauline Ashenden - Demand Generation Manager Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease.

Trends 126
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The Best Ideas From CS Experts Worldwide – All in One Place

Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

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What Is Systematic Sampling?

InMoment XI

Data runs the business world these days. It’s great to always use data to back everything from major business decisions to website tweaks. But data is only as good as the survey that pumped it out. If you put bad information into your survey, your data isn’t reliable to base your business decisions off of. How do you prevent this from happening? After all, you don’t want to have bad data at the helm of your decisions.

Survey 260
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Innovation Day is upon us: What to expect


The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event.

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13 Effective Marketing Tips To Boost Your Cyber Monday Sales


Last Updated on November 26, 2022 Cyber Monday is a time when the majority of all online sales take place. It is known to have the highest sales volume in the ecommerce space today. This has led to it being recognized as the busiest day for shopping in the U.S. What is certain is that [.]. The post 13 Effective Marketing Tips To Boost Your Cyber Monday Sales appeared first on Kommunicate Blog.

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Stop renewals and upsells from dragging out through the holidays with four simple steps


This is a guest article by Stephanie Neale , CEO, Blind Zebra , a sales and client success training company for B2B pros. The holiday season is filled with indulgent food, joyful family time, and cheerful decorations. It truly is the most wonderful time of the year. Except when it comes to customer engagement. There are five weeks between Thanksgiving and New Year’s.

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A 360-Degree Approach to Customer Feedback - Using Online Reviews & Surveys

Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

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Instagram Marketing Guide for Business Accounts


These days, millions of shoppers make most of their purchasing decisions on Instagram. If your business isn’t on the platform already, there’s no better time than the present to create an account. Instagram marketing can help you reach your target audience, grow a following for your business, while also improving your lead generation rates. Instagram is surely a strong marketing tool for businesses of all sizes.

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Important Agent Performance Metrics to Measure Success

Zonka Feedback

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,

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How A Therapy Chatbot Can Provide Essential Healthcare Services


Last Updated on November 22, 2022 Mental health is a global concern and a serious one at that. Research shows that nearly one in every four people experiences a mental health issue anytime in the year. Fortunately, we are in an era where therapy is becoming an instrumental tool in combatting mental illnesses. Therapy, in [.]. The post How A Therapy Chatbot Can Provide Essential Healthcare Services appeared first on Kommunicate Blog.

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2022 Customer Success Leadership Study Signals Industry at a Turning Point

Education Services Group

It’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. In collaboration with ChurnZero and sponsored by Higher Logic Vanilla and , our mission is to support the Customer Success community with reliable be

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Maximizing Productivity in the Contact Center

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

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Social media analytics: Definition, types, and importance


When it comes to social media, analytics is everything. Without understanding the numbers behind your social media efforts, you’ll have no way to determine whether or not your campaigns are successful. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

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Why Self-Serve Support Is Only as Good as Content


At this point, there is no doubt that investing in some sort of self-service tool has its positive ROI. . In the past few years, practically all businesses have invested in chatbots or virtual assistants, made available help centers and FAQ sections , or used other kinds of assisted tools with the aim of helping customers search and find answers to their requests on their own. .

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7 Ways SaaS Companies Can Improve Customer Experience

Zonka Feedback

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience.

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It’s Time to Move Your Customers to Where You Want Them to Be

Beyond Philosophy

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

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3 Sizzling Ways to Warm up Cold Calls

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

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ByteDance saves up to 60% on inference costs while reducing latency and increasing throughput using AWS Inferentia

AWS Machine Learning

This is a guest blog post co-written with Minghui Yu and Jianzhe Xiao from Bytedance. ByteDance is a technology company that operates a range of content platforms to inform, educate, entertain, and inspire people across languages, cultures, and geographies. Users trust and enjoy our content platforms because of the rich, intuitive, and safe experiences they provide.

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How to Create Surveys that Customers Love to Respond


Customers prefer businesses that offer a fabulous and effortless customer experience. Brands need feedback to improve their buying journey and meet these expectations. Surveys are a way to gather feedback, but if you bombard your customers with incessant surveys, it deviates from the purpose. Research on survey fatigue shows that nearly 70% of respondents tend to abandon the survey incompleted.

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Guest Post: Transactional vs Relational Customer Service


This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.