June, 2024

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Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

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Hotel Reputation Management: Boost Guest Satisfaction and Online Ratings

InMoment XI

Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad review or post gone viral could deter potential guests from ever getting to your website. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands.

Hotels 260
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Mystery Shopping Scores: Understanding Brand Execution

IntouchInsight

Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.

Brands 295
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[Experience Action Podcast] CX Pulse Check – June 2024

Experience Investigators by 360Connext

Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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The Essential Customer-Centric Mission Statement for Achieving Success

C3Centricity

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.

More Trending

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

eglobalis

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

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InMoment named Leader in Forrester Wave™: Text Mining and Analytics, Q2 2024: A Comprehensive Breakdown

InMoment XI

InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.

Analytics 260
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C-Store Trends: Insights Into the Future of Convenience Stores

IntouchInsight

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
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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

Experience Investigators by 360Connext

When we hear from CX change agents about what it takes to run a successful customer experience program , they usually mention at least one of these three challenges: It’s unclear how they should measure success, making it harder to quantify their results and make the case for more resources Data collection can be time-consuming and tricky, which takes time from other activities that may have a stronger impact Leaders feel they lack the influence to align their organization, so customers receive

Strategy 143
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Visuals in Customer Service and CX: The Game Changer

TechSee

Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

Training 109
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Enhancing Tech Adoption through Exceptional Design

eglobalis

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

Analytics 202
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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

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.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Safeguarding Grid Reliability as Energy Demand Skyrockets—A Conversation with Alexina Jackson of AES

Uplight

Innovation can be an overused buzzword in the energy sector. But with demand rising rapidly and decarbonization mandates looming large, it’s exactly what we need to find creative answers to the challenges facing utilities and their customers. As Vice President of Strategic Development at global energy company AES, Alexina Jackson and her team are focused Read More The post Safeguarding Grid Reliability as Energy Demand Skyrockets—A Conversation with Alexina Jackson of AES appeared first on Uplig

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[Experience Action Podcast] Cross-Functional Communication

Experience Investigators by 360Connext

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.

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Understanding AI Memory: A Deep Dive into the Cognitive Layers of Service Automation

TechSee

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.

Training 109
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Streamline custom model creation and deployment for Amazon Bedrock with Provisioned Throughput using Terraform

AWS Machine Learning

As customers seek to incorporate their corpus of knowledge into their generative artificial intelligence (AI) applications, or to build domain-specific models, their data science teams often want to conduct A/B testing and have repeatable experiments. In this post, we discuss a solution that uses infrastructure as code (IaC) to define the process of retrieving and formatting data for model customization and initiating the model customization.

Policies 117
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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

ECXO

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.

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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

Beyond Philosophy

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.

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Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

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AI & Omnichannel for Contact Center Success

Upstream Works

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.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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The Power of Consistency and Communication

Daniel Group

The Power of Consistency and Communication Explore construction excellence in our latest episode of the Construction Champions Podcast featuring Lynn Daniel. Host Ron Nussbaum leads an enlightening discussion on the crucial factors currently shaping the construction industry. Discussion Points Customer Experience : Delve into the critical importance of customer experience within the construction sector and how it drives every aspect of business operations.

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Streamline financial workflows with generative AI for email automation

AWS Machine Learning

Many companies across all industries still rely on laborious, error-prone, manual procedures to handle documents, especially those that are sent to them by email. Despite the availability of technology that can digitize and automate document workflows through intelligent automation, businesses still mostly rely on labor-intensive manual document processing.

Financial 100
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Top 5 Customer Service & CX Articles for Week of June 17, 2024

ShepHyken

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. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much

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Decoding Surge Pricing: Will Customers Embrace or Reject It?

Beyond Philosophy

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: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn

Middlesex Consulting

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
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Time to Modernize Your Overworked Call Center

SaleMove

FIs have high call volumes, staffing constraints, and need to meet rising consumer expectations. See how 2 FIs were able to overcome these challenges. The post Time to Modernize Your Overworked Call Center appeared first on Glia Blog | Digital Customer Service Explained.

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Post-purchase survey questions you can ask customers after checkout

delighted

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.

Survey 92