Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Will this approach truly empower customers or is it merely a stepping stone to a fully digital future?

Banking 178

Banking Advertising ROI B2B 178

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. How Are Business Designing Digital Experiences That Make a Difference? Total nightmare, right? Let’s dive in!

ROI 493

ROI Return on Investment Airlines Call Center 493

InMoment XI

FEBRUARY 23, 2024

Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize business practices, products, and experiences.

Marketing 260

Marketing Customer Experience Return on Investment Analysis 260

InMoment XI

JANUARY 4, 2024

Why is the Retail Customer Experience Important The retail customer experience has become increasingly significant in the success and sustainability of any business operating in the modern marketplace. Businesses that prioritize delivering exceptional customer experiences gain a competitive edge over their counterparts.

Retail 260

Retail Customer Experience Effort Score Social Media 260

InMoment XI

JANUARY 17, 2024

Happy customers are more likely to choose the same hospitality brand for future stays or visits, while also recommending the brand to others, contributing to repeat business and long-term profitability. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 260

Guest Experience Trends Hospitality Customer Journeys 260

InMoment XI

SEPTEMBER 29, 2022

Whether it be transactional surveys , online reviews , or a market research report about your customers, the data you collect needs to not just be analyzed, it needs to serve as a road map of future business decisions. 5 Strategies for Retail Banks to Get the Most Out of Their Customer Data. Strategy #1: Capture Meaningful Data.

Banking 493

Banking Retail Data Omni-Channel 493

InMoment XI

FEBRUARY 6, 2024

In today’s digital landscape, the importance of social media marketing cannot be understated. Social media platforms like Facebook, YouTube, X (formerly called Twitter), TikTok, Instagram, and LinkedIn (among others) are essential for businesses looking to attract customers, gather valuable feedback, and foster customer loyalty.

Social Media 260

Social Media Marketing Advertising Feedback 260

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Usability Testing and User Experience Research: By observing how customers interact with your product, you can identify usability issues, confusing workflows, or design flaws.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

InMoment XI

APRIL 24, 2024

An omnichannel contact center strategy enables the creation of superior patient care by seamlessly integrating various communication channels. In an era marked by digital transformation and evolving patient expectations, healthcare contact centers fill a critical gap by offering accessible, convenient, and efficient communication channels.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

InMoment XI

FEBRUARY 7, 2024

This method represents a novel and comprehensive strategy for an industry that, for many years, has predominantly focused on survey data, offering a limited perspective. Instead, 71% of consumers expect personalization from the businesses they choose. So much time locked inside caused a massive correction.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

Experience Investigators by 360Connext

FEBRUARY 20, 2024

And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative AI makes data analysis and research effortless, given its ability to process our questions (known as prompts) and deliver text, image, or video outputs.

Analysis 270

Analysis Analytics Customer Relationship Management Feedback 270

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. The Benefits of a Customer Experience Strategy CX is indispensable to compete and grow profitably in the market.

Strategy 277

Strategy Customer Experience How To Analysis 277

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. So, how can your business win over this growing contingent of experience-focussed customers?

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. With the advent of digital technology and social media, customer expectations are higher than ever. Businesses must navigate these waters carefully to build a loyal customer base.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

Uniphore

JANUARY 4, 2022

The only platform that drives demonstrable and sustainable business value by automating, personalizing, and optimizing every conversation. Every day, billions of conversations take place—each rich in untapped business value. The future of business is understanding how to unlock the value of conversations. U-Self Serve.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. and commitment to sustainable business practices improvements are unparalleled.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Research shows that over 80% of companies compete primarily based on CX.

Financial 191

Financial Trends Self Service Customer Experience 191

BirdEye

NOVEMBER 30, 2023

But law firm marketing requires different skills — brand building, digital savviness, and a deep understanding of client needs and perceptions. Table of contents Traditional vs. digital marketing for law firms How to do marketing for a law firm: A step-by-step guide Should I work with a digital marketing agency for law firms?

Marketing 111

Marketing Social Media How To Advertising 111

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation. What is Digital Transformation? More flexibility in business operations. Better record keeping practices.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Not for Ashley. She’s a Millennial.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

COPC

APRIL 1, 2024

Over the past two decades, numerous strategies and tools have developed. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. At the same time, the digital ecosystem is broadening the scope and impact of these technologies across various industries.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Clarivate

APRIL 25, 2024

Much like digital transformation, driving sustainability requires organizations to transform every division of their business and integrate in the corporate strategy. Yet, incorporating sustainability goals into existing strategies and operations can be challenging. Insights derived from IP can help in a number of ways.

Innovation 59

Innovation Policies Case Study Study 59

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. These components comprise their “brand love” score, a research tool developed by brand-tracking and measurement firm BERA that has been integrated into Innocean’s proprietary process.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

West Monroe

APRIL 17, 2024

Talent and skill shortages continue to be a growing concern for manufacturers as they mature their digital capabilities. Beyond just the large and growing shortage of workers , there’s an equally troubling deficit of the digital skills needed to power the move toward smart manufacturing and Industry 4.0.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Comm100

AUGUST 1, 2023

In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge. In this guide we will explore personalization in customer service, understanding what it really means and the proven benefits of it for business. 76% get frustrated when this doesn’t happen.

Customer Service 159

Customer Service How To Omni-Channel Video 159

SurveySensum

APRIL 8, 2024

In 2024, ensuring the survival of small businesses requires more than just an online presence; it requires a dynamic and strategic digital engagement that is not just an asset, but a critical necessity for success. Strategies for Small Online Businesses to Succeed in the Competitive Digital Landscape.

Strategy 52

Strategy Social Media Advertising Analytics 52

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. This uptick in online reviews comes after a challenging period in 2022 when the pandemic led to business slowdowns and a drop in online feedback.

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable.

Marketing 111

Marketing Social Media Advertising Tips 111

2020 Research

AUGUST 17, 2023

Qualitative market research plays a crucial role in providing actionable insights for businesses. Traditional research methods such as in-person focus groups, product testing , and jury discussion are still widely utilized. But when it comes to in-person market research, one size does not fit all.

Hospitality 96

Hospitality Video Groups Consumers 96

2020 Research

MARCH 14, 2023

Qualitative market research is a critical component of business strategy, as it provides deep insights into consumer behavior, attitudes, and preferences. In recent years, digital research tools have revolutionized the field of qualitative research, making it faster, more cost-effective, and more efficient.

Groups 98

Groups Consumers Consulting Tools 98

CSM Magazine

JULY 3, 2023

In today’s digital age, search engine optimization (SEO) is crucial for businesses to enhance their online visibility and drive customer engagement. By implementing effective SEO strategies, you can improve your website’s search engine rankings, attract quality traffic, and increase customer interactions.

Customer Engagement 98

Customer Engagement Engagement Tips User Experience 98

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Analyzing extensive datasets to forecast trends.

Report 91

Report Trends Customer Success Self Service 91

CSM Magazine

APRIL 15, 2024

Are you on the journey of building a startup and in dire need of SEO strategies that promise growth? Diving into SEO represents not just a savvy allocation of your digital marketing funds but also the most cost-effective strategy for startups eager to secure long-lasting outcomes. ” The unequivocal answer is YES.

Return on Investment 52

Return on Investment Competitive Advantage Strategy User Experience 52

Retently

MARCH 20, 2024

What can the CATI survey do for your research? Their experiences, opinions, and feedback are key to market research, driving strategic decisions and fostering a deeper understanding of the subject matter. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking.

Survey 78

Survey Data Analysis Software 78

BirdEye

OCTOBER 19, 2023

The restaurant industry is more competitive than ever in today’s digital-first world. Restaurants need to leverage digital marketing strategies to stand out. Looking for a quick answer what are 11 strategies to do digital marketing for restaurants? Update Google Business Profile for increased visibility 6.

Marketing 64

Marketing Strategy Social Media Multi-Channel 64