Win the Customer

JANUARY 3, 2014

This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year. Communication Customer Experience Customer Focus infographic Management'

Infographics 131

Infographics Customer Experience Customer Focused Communication 131

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

InMoment XI

NOVEMBER 8, 2023

In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.

Voice of Customer 260

Voice of Customer Financial Customer Centricity Guidelines 260

Lumoa

FEBRUARY 6, 2024

GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback! We have a guide on Editing Topics that you can check out if you are looking to tailor your Topics to your specific needs. Let’s get started! This one is for you!

Knowledge Base 208

Knowledge Base Feedback Customer Voice Training 208

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! But, leaders, take a deep breath!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. But it also allows agents to handle several customer queries at once.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

InMoment XI

SEPTEMBER 28, 2022

Customer experience (CX) measurement has become a priority for most large organizations. Systematically gathering and analyzing data from online surveys and other sources such as product reviews, customer complaints, etc., 21st century business is won and lost based on who can deliver the best customer experience.

Customer Journeys 558

Customer Journeys Customer Experience Exercises Consulting 558

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Breaking the mould of traditional banking, Metro Bank embarked on a mission to revolutionise the banking experience in the UK. From the outset, Metro Bank sought to rewrite the rules of banking.

Customer Centricity 260

Customer Centricity Net Promoter Score Banking Effort Score 260

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Their customers?

Analysis 394

Analysis Software Comparison Social Media 394

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. Resources Mentioned: Learn more about CXI Flight School Don’t miss the next episode!

Policies 200

Policies Roadmap Culture Leadership 200

InMoment XI

MARCH 4, 2022

One tool is practically synonymous with the customer experience (CX) industry: surveys. Since the inception of the industry, targeted surveys have been seen as a foundational listening and research tool that leverages strategic questions to collect data from a specific group of customers. Picking Your Audience.

Survey 556

Survey Customer Experience Touchpoint Exercises 556

TechSee

MARCH 21, 2024

Over the last 12 months, our new AI-powered streamlined fiber customer installation solution has helped leading telecoms across North America automate millions of self-installs. By popular demand, we are now offering this AI-automated guided flow as a packaged solution.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. So, come wrap up the year with us and gear up for an even more customer-focused year ahead.

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 232

Strategy How To Wait Times Customer Satisfaction 232

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 226

Customer Engagement Engagement Competitive Advantage Entertainment 226

Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Strategy 143

Strategy Customer Experience Self Service How To 143

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Software 190

Software Chatbots Customer Service Knowledge Base 190

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

GetFeedback

FEBRUARY 19, 2021

The ultimate guide for using VoC surveys to improve the customer experience.

Survey 417

Survey Customers Customer Experience 417

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

Comm100

MARCH 20, 2024

How to Improve Trust in Government – 4 Essential Communication Strategies When exploring how to improve trust in government, it’s crucial to be realistic and pragmatic with results. Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve.

Government 196

Government Communication Self Service Chatbots 196

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 174

Self Service Customer Service Strategy Omni-Channel 174

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 193

Customer Service Chatbots Technology Interaction 193

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Brands 223

Brands Customer Experience Customer Journeys Net Promoter Score 223

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. They need these interactions to be quick and hassle-free.

Innovation 109

Innovation How To Sports Video 109

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization.

Examples 185

Examples Customer Service Chatbots Knowledge Base 185

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 149

Feedback Effort Score Social Media Customer Satisfaction 149

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76