BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Experience Investigators by 360Connext

MARCH 5, 2024

Let’s examine how CX influences EX and vice versa, and share proven ways to align your efforts (and drive lasting success!) They become champions of CX, too, by connecting day-to-day work to direct customer outcomes and integrating CX into the entire employee journey. in both areas. We’ll share strategies for doing that next!)

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? But we can’t forget to continue to focus on our customers. We got you. And this makes sense.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Experience Investigators by 360Connext

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

FEBRUARY 6, 2024

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

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. To increase training samples for better learning, we also used another LLM to generate feedback scores.

Feedback 100

Feedback Effort Score Training Policies 100

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. This is an exciting time. “We

Meeting 246

Meeting Culture Exercises Connections 246

Comm100

APRIL 10, 2024

In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So we’re trying to balance, one, having a vision for the future. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly. In revisiting our interview history we discovered key metrics. we found some interesting things.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Totango

APRIL 4, 2024

We recently fielded this question with our Customer Advisory Board (CAB) revealing a consensus among CS and sales leaders: improving retention rates is the most important business outcome to focus on this year. We’ve set up systems to document what we said we were going to accomplish with the customer in the sales cycle.

Sales 89

Sales Customer Success Customers Communication 89

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Sometimes what we learned was personal, but it has implications for the business world.

Consulting 88

Consulting Customer Centricity Financial Culture 88

Beyond Philosophy

JANUARY 19, 2024

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

Sports 88

Sports Customer Experience How To Customer Centricity 88

Zeisler Consulting

APRIL 16, 2024

Self-deprecation aside, the much-more-straight-faced point I’m making here is that we as brands need to develop our systems for the lowest-common-denominator Customer. And it’s something that brands are even more loath to consider (mostly because it takes more work): By and large, your Customers’ errors are your fault.

Contact Center 93

Contact Center System Policies Customer Centricity 93

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. We have been here before, too.

Customer Experience 143

Customer Experience Video Consulting System 143

Beyond Philosophy

JANUARY 4, 2024

We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. For example, this past year, my podcast partner was working on a book proposal and fell into another book project with a colleague while doing so.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

ShepHyken

APRIL 23, 2024

but when it comes to taking care of the customer, they fail. This made me think further about how cars are maintained, and it’s not much different from how you would want to run your business. Consider these five ideas: Reliability: First, you want to build a car that works. Alignment: We want to keep the car in alignment.

Customer Experience 88

Customer Experience Customer Service Training Training Advertising 88

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. It also tells you how you relate to others who listen to similar things.

Advertising 78

Advertising Conference Technology Brands 78

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” If there were one rule to follow to lose all the weight we wanted or to gain the wealth we wanted for ourselves and our families, we would be ecstatic to implement it, wouldn’t we? It’s hard work.

CRM 78

CRM eBook Hotels Exercises 78

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. We’ve had some great conversations on the evolution of AI.

Brands 111

Brands Data Technology Consumers 111

Beyond Philosophy

FEBRUARY 23, 2024

So, how can businesses leverage these insights into payment methods to assist customers in handling their emotional response to spending? Mental Accounting plays a pivotal role in how customers navigate their emotions regarding spending. 21:08 We explore how financing in the mix can change the spending experience for customers.

Customer Experience 88

Customer Experience Technology Strategy Management 88

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. See Figure 2.

Call Center 98

Call Center Gamification Contact Center Training 98

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. This means we can communicate with AI as if we’re conversing with a human, whether through speech or text. Check it out here.

Consulting 88

Consulting Financial Survey Customer Experience 88

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? Next, it’s interesting that Boehme thinks that many organizations struggle to understand how customers want to improve their lives and to translate these insights into an effective product, marketing, and sales strategy. If your product does good work, they will keep the job.

How To 78

How To Exercises Video Customers 78

West Monroe

APRIL 17, 2024

But how many actually measure the impact? We view culture as a set of aspirational behaviors that drive work in an optimal way. Adapting corporate culture for a changing strategy is complex work. We’ve identified nine critical drivers for enabling the culture to influence business outcomes.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Beyond Philosophy

MARCH 7, 2024

While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives.

ROI 78

ROI Return on Investment Exercises Measurement 78

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. How much time would it take? Here’s another example.

Healthcare 88

Healthcare Resources System Banking 88

Totango

APRIL 9, 2024

Kevin highlighted a common issue in many organizations: Although teams may appear to have strong relationships, their working dynamics, including incentive alignment, may tell a different story. Madelyn shared how Aircall is leveraging digital customer success to garner deeper product insights.

Sales 106

Sales Customer Success Strategy Industry 106

Beyond Philosophy

JULY 13, 2023

It worked in that they could tell which customers were going to churn. But, unfortunately, we don’t get it; we cannot understand the context. Therefore, the mistake organizations are making with AI is how they set it up. What we need is that context, which explains why it is 42.

How To 143

How To Competitive Advantage System Social Media 143

Beyond Philosophy

DECEMBER 7, 2023

Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. However, I disagree; fewer people work in Customer Experience these days.

Customer Experience 88

Customer Experience Chatbots System Customers 88