Trending Articles

article thumbnail

Speech Analytics: Turning Conversations into Actionable Insights

InMoment XI

Speech analytics is quickly becoming a foundational aspect of successful experience improvement programs. Historically, it has been difficult to quantify metrics from customer calls. However, the rise of speech analytics has given businesses to understand their customers like never before. What is Speech Analytics? Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction.

Analytics 260
article thumbnail

The 3 Principles of Brand Loyalty in a Highly Disruptive World

BlueOcean

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to discover the three principles of brand loyalty in a world where disruptions continue to shift our buying behaviors (and one interesting exception to the rul

Loyalty 177
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

[Experience Action Podcast] CX Pulse Check – July 2024

Experience Investigators by 360Connext

We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization.

Fashion 162
article thumbnail

5 Ways To Improve Customer Experience In Restaurants

IntouchInsight

It’s not uncommon to see big QSR chains frequently announcing new customer experience (CX) programs. Every brand wants their customers to leave the restaurant with a smile, but achieving this consistently is easier said than done.

article thumbnail

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.

article thumbnail

Unlocking Business Success: 5 Key Trends in 2024 to Succeed Your Customer-First Strategy

C3Centricity

As we debut the second half of the year, the ever-evolving landscape of customer experience (CX) is making business success even more challenging than usual. Are you finding this too? If so, then I have some ideas to help. We already know that businesses that embrace a customer-first strategy successfully lead their markets by driving growth from increased loyalty.

Trends 156

More Trending

article thumbnail

The importance of a flexible mindset for research success

Alida

In this blog you’ll learn how to build flexibility into your research process so you can roll with the punches and still deliver results.

How To 130
article thumbnail

AI CoPilots Are Incremental, AI Agents Are The Real Breakthrough

TechSee

The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.

article thumbnail

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis

ECXO

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. Despite its widespread use across various industries, NPS has come under scrutiny for not providing a holistic view of the customer experience.

Metrics 119
article thumbnail

Don’t Throw Fellow Employees Under the Bus

ShepHyken

I couldn’t hold back. I told an employee to stop complaining about her fellow employees in front of us, her customers. Here’s the story. My wife and I were at a restaurant. The server seemed pleasant and professional, but as our food was delivered, we saw a different side of her. There was a mistake in the order. The side dishes we received were not the ones we chose.

Sports 108
article thumbnail

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!

article thumbnail

Clarivate launches Academia AI Advisory Council

Clarivate

“AI Everywhere All at Once.” This year’s theme from Outsell, Inc. perfectly captures the expansion of artificial intelligence across all facets of our lives. In academia, this rapid advancement raises more questions than answers. How do we ensure ethical AI use? How can we advance research and drive research integrity? How do we use AI to advance student learning skills?

article thumbnail

QUI TAKEAWAY: Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

Bill Quiseng

QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

article thumbnail

What is a Customer Journey Map?

Heart of the Customer

Customer Journey Mapping is often the first step in developing a customer experience program. This webinar breaks down what is a Journey Map, what it does, and how to make it most effective. The post What is a Customer Journey Map? appeared first on Heart of the Customer.

article thumbnail

Eviden scales AWS DeepRacer Global League using AWS DeepRacer Event Manager

AWS Machine Learning

Eviden is a next-gen technology leader in data-driven, trusted, and sustainable digital transformation. With a strong portfolio of patented technologies and worldwide leading positions in advanced computing, security, AI, cloud, and digital platforms, Eviden provides deep expertise for a multitude of industries in more than 47 countries. Eviden is an AWS Premier partner , bringing together 47,000 world-class talents and expanding the possibilities of data and technology across the digital contin

article thumbnail

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.

article thumbnail

Cures Sell Themselves, Prevention Takes Persuasion

Middlesex Consulting

When my colleague Lalit Mohan Chandra Bhatt shared the title of this post on LinkedIn, he captured a fundamental truth in the B2B world. I couldn’t get the statement out of my mind because a large and growing number of service products are preventative. And I was sure that these services were not being presented […] The post Cures Sell Themselves, Prevention Takes Persuasion appeared first on Middlesex Consulting.

B2B 78
article thumbnail

Lessons in Gaining C-Suite Support From a Veteran of the Board Room

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?

article thumbnail

NPS Campaign Strategies Explained: Ongoing, Period-Based and Touchpoint-Based Surveys

Retently

Let’s talk about something every business should care about: how happy your customers are. You’ve probably heard the saying, “Happy customers are the best marketing.” Well, Net Promoter Score (NPS) helps you get a handle on how your customers feel about your business. It’s a simple yet powerful tool that helps you measure customer loyalty and satisfaction.

article thumbnail

10 Benefits of Outsourcing Customer Service in 2024

Helpware

Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands? The answer is more simple than it seems.

article thumbnail

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.

article thumbnail

The Weather Company enhances MLOps with Amazon SageMaker, AWS CloudFormation, and Amazon CloudWatch

AWS Machine Learning

This blog post is co-written with Qaish Kanchwala from The Weather Company. As industries begin adopting processes dependent on machine learning (ML) technologies, it is critical to establish machine learning operations (MLOps) that scale to support growth and utilization of this technology. MLOps practitioners have many options to establish an MLOps platform; one among them is cloud-based integrated platforms that scale with data science teams.

Company 96
article thumbnail

Activate a customer-led growth strategy to fuel expansion

Totango

“Traditionally, customers have focused on acquisition. When money was a little cheaper, it was easy to throw money at the problem and grow at all costs. But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.

article thumbnail

How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience

Beyond Philosophy

Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust

ROI 78
article thumbnail

Top 5 Customer Service & CX Articles for Week of July 8, 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. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

article thumbnail

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?

article thumbnail

10 Advantages & Challenges of Thematic Analysis

Thematic

Your sales are down, and it’s not the economy. Globally, 32% of customers will turn their backs on a brand they once loved after just one disappointing encounter. So you start digging around and find some interesting chatter online—specifically, discussion threads on Facebook talking about your product. Some were good; others, well, not so great.

article thumbnail

Streamline generative AI development in Amazon Bedrock with Prompt Management and Prompt Flows (preview)

AWS Machine Learning

Today, we’re excited to introduce two powerful new features for Amazon Bedrock: Prompt Management and Prompt Flows, in public preview. These features are designed to accelerate the development, testing, and deployment of generative artificial intelligence (AI) applications, enabling developers and business users to create more efficient and effective solutions that are easier to maintain.

article thumbnail

The Maturity Model Advantage

Heart of the Customer

The post The Maturity Model Advantage appeared first on Heart of the Customer.

article thumbnail

Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences

ECXO

Discovering the Hidden Gems: How to Prime Your Brain for Exceptional Customer Experiences There’s one thing that holds the key to success: Customer Experience (CX). It’s no secret that customers wield immense power and influence, and can make or break a business in seconds. That’s why innovative companies are always on the lookout for new ways to enhance CX and stay ahead of the curve.

article thumbnail

What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro