IntouchInsight
MAY 14, 2024
When it comes to quick-serve restaurants (QSR), one thing is clear: customers crave speed, convenience, and good food. But with an overwhelming amount of information available to help restaurant operators please guests, how to know what really works?
InMoment XI
MAY 10, 2024
Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.
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Experience Investigators by 360Connext
MAY 14, 2024
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu
C3Centricity
MAY 12, 2024
Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.
Speaker: Loreal Lynch, 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.
Comm100
MAY 7, 2024
The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
MAY 9, 2024
As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.
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. It’s time to test AI’s limits, see what it’s good at doing, and find out where it falls short.
AWS Machine Learning
MAY 9, 2024
The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. As maintained by Gartner , more than 80% of enterprises will have AI deployed by 2026.
Zonka Feedback
MAY 9, 2024
Ensuring a great patient care is essential for the success of any healthcare business. Healthcare surveys emerge as a potent tool in this pursuit. They not only assess patient health but also gather crucial feedback on their healthcare experiences. This feedback, in turn, enables you to personalize care plans, enhance patient outcomes, and forge stronger patient relationships.
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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.
eglobalis
MAY 12, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.
Beyond Philosophy
MAY 10, 2024
A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory formation begins with encoding, where new information is processed and stored in the mind.
Experience Investigators by 360Connext
MAY 7, 2024
Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. In this CX Pulse Check, Jeannie Walters asked CX leaders at CXPA CX Leaders Advance and Qualtrics X4: The Experience Management Summit what we should have our finger on the pulse of when it comes to customer experience today. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape yo
ShepHyken
MAY 13, 2024
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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Bill Quiseng
MAY 8, 2024
The customer is not always right. But the customer is ALWAYS YOUR customer. Listen intently, respond empathetically, apologize, and do whatever it takes to resolve the problem, even if it means having to go with your customer to your competitor. Contrary to popular customer service mantras, when all alternatives don’t work, DON’T fire the customer.
Integrity Solutions
MAY 14, 2024
For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.
Beyond Philosophy
MAY 9, 2024
A Master Class: Unlocking The Psychology of Customer Experience 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: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it. Each part will explore the various psychological aspects of Customer Experiences to clarify what they are and provide practical advice about using them.
Clarivate
MAY 8, 2024
Discover how the Web of Science Research Intelligence platform will revolutionize research evaluation by driving responsible innovation and demonstrating societal impact. At Clarivate , we recognize the pivotal role that research plays in shaping the future. That’s why we’re excited to announce the development of Web of Science Research Intelligence , a next-generation software solution powered by AI that will empower researchers to accelerate breakthroughs and research institutions to better me
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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?
MiaRec
MAY 11, 2024
In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. The constant stress and lack of work-life balance can result in agent burnout.
NobelBiz
MAY 14, 2024
Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?
Middlesex Consulting
MAY 10, 2024
The post When Talking About Aftermarket, It’s Time to Show You the Money appeared first on Middlesex Consulting.
Adrian Swinscoe
MAY 13, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […] The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.
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.
BirdEye
MAY 13, 2024
Are you tired of guessing your audience’s preferences and the keys to a successful marketing campaign? Imagine having a crystal ball that reveals exactly what makes your audience tick. That’s precisely what audience insight tools do. These tools enable you to uncover trends and audience interests, allowing you to run well-targeted campaigns that propel your business forward.
Brandwatch CX
MAY 7, 2024
What were the highlights of the Met Gala 2024? We analyzed the online conversation and here are the most talked about moments, celebrities, and designers.
Customer Enthusiast
MAY 13, 2024
“That business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.” This Peter Drucker quote is a driving force in my work with clients to identify, instill, and reflect purposeful actions and behaviors that will attract and retain engaged employees and loyal customers. … Continue reading "Does purpose resonate with your team?
Helpware
MAY 14, 2024
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
CSM Magazine
MAY 14, 2024
Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.
SurveySparrow
MAY 14, 2024
You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. But now what? How do you let the candidate know? The answers are right here. There is no need to go anywhere else! In this article, we will look at the best interview feedback examples. Before that, we have a few things to clear. Hey, feel free to jump ahead to the examples right away. 30 Best Interview Feedback Examples For the rest of us… Off we go!
The DiJulius Group
MAY 14, 2024
How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How
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