ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.
Feedbackly
MAY 16, 2024
The Finnish clothing store chain Kekäle wants to differentiate itself from competitors by offering customers the best emotional experience in the industry, and measures it with the Emotional Value Index (EVI®). The case study with Kekäle reveals that when customers have a positive emotional experience, the likelihood of making a purchase is 40 percent higher compared to a negative experience.
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AWS Machine Learning
MAY 16, 2024
This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.
Zonka Feedback
MAY 16, 2024
Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
InteractionMetrics
MAY 16, 2024
Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CSM Magazine
MAY 16, 2024
We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.
Hello Customer
MAY 16, 2024
Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. These sessions are open to everyone!
Magellan Solutions
MAY 16, 2024
Did you know that outsourcing can transform your business , with 65% of companies finding it a game-changer? Delegating tasks helps businesses focus on innovation and growth. Deloitte believes using an outsourced call center is vital to delivering exceptional customer experiences. An outsourced call center can be your secret weapon for delivering exceptional customer experiences.
SurveySensum
MAY 16, 2024
In this competitive era, where consumer preferences are constantly evolving, businesses need more than their instinct to go forward. They actually need to understand their target audience – their demands and needs. And market research helps with just that. Market research empowers businesses to stay ahead of the curve, identify emerging opportunities, mitigate risks, and ultimately drive growth and profitability.
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.
CSM Magazine
MAY 16, 2024
Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Given their importance, investing in the upskilling of customer support team leaders can significantly impact your organization’s success.
Forrester's Customer Insights
MAY 16, 2024
In a busy week for SIEMs to be merged or divested, Palo Alto Networks (PANW) announced that it’s acquiring IBM’s QRadar SaaS business and migrating those customers to its Cortex® XSIAM® platform. In addition, PANW gets QRadar intellectual property rights as part of the deal.
Help Scout
MAY 16, 2024
Let's take a look at how Help Scout's customer support team uses the tag and custom field Inbox features.
Forrester's Customer Insights
MAY 16, 2024
I can see clearly now the noise is gone! As Zero Trust mandates begin to creep into the private sector, organizations are tasked with the seemingly impossible: observe and inspect all network traffic regardless of direction (N/S/E/W), encryption, or location within the enterprise.
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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.
Lumoa
MAY 16, 2024
Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.
Beyond Philosophy
MAY 16, 2024
A Master Class Part 2: 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 second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making.
BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
CSM Magazine
MAY 16, 2024
EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system. Since implementing the 6-in-1 cloud based solution, EnviroVent has reduced the number of ‘no-access’ visits from 15 percent to below 5 percent and has reduced routine reporting tasks by more than 75 percent.
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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.
Gainsight
MAY 16, 2024
Like the final bell of the school year, the end of day 2 at Pulse is always bittersweet. Everything always seems to happen too fast, which is why we love to recap all the best moments here. We say it’s for you, but it’s also for us. Let’s dive into our newest, favorite memories! Two-Way Communication Is at the Core of the Best Communities We’ve had special guests at every Pulse, but it felt like everyone in the St.
Helpware
MAY 16, 2024
All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of content moderation outsourcing in today's digital business development landscape.
Gainsight
MAY 16, 2024
Another Pulse means a new crop of GameChanger award winners. Recognizing innovation and leadership in the customer success industry is one of our favorite parts of the entire event. This year, the winners truly inspired us and we are so excited to celebrate their achievements. Without further ado, here are the 2024 GameChanger Award Winners! The Architect: Lucid Software The first award is The Architect, a company that goes above and beyond to build a thriving customer community.
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