eglobalis

NOVEMBER 3, 2024

Originally posted at [link] Introduction In the realm of business-to-business (B2B) interactions, customer experience (CX) is often approached through standardized frameworks and prescriptive methodologies, frequently rooted in models from major industry analysts like Gartner, Forrester, and others. While these established tools offer foundational guidance and structure, they may fall short in capturing the unique essence, “personality,” and competitive edge of individual companies.

B2B 378

B2B Culture Innovation Loyalty 378

InMoment XI

NOVEMBER 6, 2024

Conversational surveys are revolutionizing how businesses gather customer feedback by creating engaging, personalized interactions that resonate with all age groups, from Gen Z to Gen X. These dynamic surveys adapt their follow-up questions based on responses, enhancing engagement and encouraging more comprehensive survey participation. This innovative approach not only improves customer experience but also yields richer, actionable insights that empower businesses to refine their strategies.

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Lumoa

NOVEMBER 4, 2024

content Lumoa Product News for October 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data: Automated Survey creation and distribution Report and analysis on Employee

Hotels 195

Hotels Knowledge Base B2B Feedback 195

Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tune in to this CX Pulse Check as we uncover the vital role of communication in driving customer experience transformation. Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. Through examples across industries, they highlight proactive messaging strategies that build trust, even amid challenges like credit card fraud, and explore how acknowledging customers’

Banking 143

Banking Customer Centricity Culture Communication 143

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

Contact Center 156

Contact Center Comparison Culture Customer Service 156

InMoment XI

NOVEMBER 5, 2024

Did you know that up to 110 million people in the United States use Apple Maps? The mapping platform has been growing in popularity amongst businesses ever since the launch of Apple Business Connect. Adding an Apple Maps business listing helps companies dominate local search and drive conversions. As a result, you need to make sure that you have an updated business profile on Apple Maps to tap into a growing user base.

Connections 195

Connections Software Analysis Management 195

ECXO

OCTOBER 30, 2024

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. Beyond its surface-level action and sci-fi elements lies a profound commentary on perception, reality, and choice.

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

Comm100

OCTOBER 31, 2024

The way brands promote their solutions has changed over time. We’ve come a long way from traditional marketing tactics and embraced new ways of promoting the solutions we offer. Nowadays, brands don’t just focus on advertising their products or services but on establishing lasting relationships with their target audience. This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level.

Marketing 130

Marketing Chatbots Social Media e-support 130

TechSee

NOVEMBER 4, 2024

In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? Let’s explore its capabilities and its profound impact on CX operations. What is Visual AI Visual AI , also known as computer vision, is a subfield of artificial intelligence that enables computers to interpret and understand the vis

Video 109

Video Telecommunications Customer Satisfaction Analysis 109

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

eglobalis

NOVEMBER 5, 2024

Brian Solis’s journey is one of consistent foresight and evolution, making him one of the most impactful voices in the fields of digital transformation, customer experience, and innovation. Over the years, he has established himself as a pioneer, helping leaders, teams, and organizations navigate a rapidly changing world with actionable insights and a profound understanding of technology’s potential.

Leadership 228

Leadership Innovation Social Media Trends 228

InMoment XI

NOVEMBER 4, 2024

Recognizing the crucial role online reviews play, the Federal Trade Commission (FTC) has recently announced stronger regulations to combat deceptive practices involving reviews and endorsements. These rules, which recently took effect, are designed to ensure transparency, fairness, and trust in online reviews, making it more important than ever for businesses to comply.

Policies 195

Policies Social Media Guidelines Financial 195

AWS Machine Learning

NOVEMBER 1, 2024

As enterprises increasingly embrace generative AI , they face challenges in managing the associated costs. With demand for generative AI applications surging across projects and multiple lines of business, accurately allocating and tracking spend becomes more complex. Organizations need to prioritize their generative AI spending based on business impact and criticality while maintaining cost transparency across customer and user segments.

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Management Resources Policies System 117

BirdEye

NOVEMBER 5, 2024

The verdict is clear: your online reputation lives and dies by your Google reviews. A recent Birdeye study reveals that consumers check online reviews 68% of the time before choosing a local business, and more than half of them read at least five reviews before deciding. With such high stakes, every Google review on your profile counts. Missing reviews are so concerning – they create critical gaps in your business’s credibility.

Policies 98

Policies Guidelines Social Media System 98

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

TechSee

OCTOBER 31, 2024

One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.

Knowledge Base 109

Knowledge Base Interaction Innovation Customer Experience 109

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

InMoment XI

NOVEMBER 1, 2024

Fake reviews are an escalating problem for both consumers and businesses. Nearly 30% of online reviews are now estimated to be fake, and this figure keeps rising. As consumers grow more aware of this issue, they’re becoming increasingly cautious about purchasing products or services. In fact, over 50% of consumers say they wouldn’t buy a product if they suspected the reviews were fake.

How To 195

How To Guidelines Report Consumers 195

AWS Machine Learning

OCTOBER 31, 2024

AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.

Knowledge Base 103

Knowledge Base Interaction Groups Customers 103

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

ShepHyken

NOVEMBER 6, 2024

Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

Customer Experience 71

Customer Experience Customer Service Training Meeting Customers 71

The DiJulius Group

OCTOBER 30, 2024

Becoming, and Excelling as, a CXO In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to. Read Full Article The post 177: Becoming, and Excelling as, a CXO with Debi Bush appeared first on The DiJulius Group.

Groups 95

Groups Technology Customer Experience Marketing 95

Interactions

NOVEMBER 6, 2024

When researching to find the right IVA platform to elevate customer experience and boost contact center efficiency, you’ll develop a list of wants, needs, and deal-breakers when it comes to IVA capabilities. But even with IVAs that meet most of your criteria, you may not realize what you’ll miss out on—or the challenges ahead—when you select an off-the-shelf solution rather than an end-to-end partner that can provide a bespoke, white-glove approach.

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InMoment XI

OCTOBER 31, 2024

Your call center plays a huge role in your brand reputation. A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations.

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Call Center Metrics Self Service Effort Score 195

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

AWS Machine Learning

NOVEMBER 6, 2024

Generative AI continues to push the boundaries of what’s possible. One area garnering significant attention is the use of generative AI to analyze audio and video transcripts, increasing our ability to extract valuable insights from content stored in audio or video files. Speech data is unique and complex, which makes it difficult to analyze and extract insights.

Call Center 81

Call Center Video Contact Center Financial 81

ShepHyken

NOVEMBER 5, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?

Customer Service 68

Customer Service Self Service Social Media Customer Service Representative 68

The DiJulius Group

NOVEMBER 1, 2024

The leading organizations worldwide and in every industry focus on creating a world-class customer and employee experience. The DiJulius Group has spent decades researching world-class organizations and discovered what sets them apart. Those insights now form the heart of our proven methodology. Our consulting team is here to help you implement these strategies and customize.

Employee Experience 72

Employee Experience Customer Experience Consulting Groups 72

Blake Morgan

NOVEMBER 5, 2024

                                                                                 Many brands today focus on retaining customers through personalized, data-driven experiences. David Edelman , senior lecturer at Harvard Business School and former Chief Marketing Officer of Aetna, offers insights from his new book, “Personalized: Customer Strategy in the Age of AI,” co-authored with Mark Abrahams.

Strategy 59

Strategy Leadership Connections Brands 59

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

AWS Machine Learning

NOVEMBER 1, 2024

Amazon Q Business is a generative AI-powered assistant designed to enhance enterprise operations. It’s a fully managed service that helps provide accurate answers to users’ questions while adhering to the security and access restrictions of the content. You can tailor Amazon Q Business to your specific business needs by connecting to your company’s information and enterprise systems using built-in connectors to a variety of enterprise data sources.

Groups 93

Groups Report Data Connections 93

ShepHyken

NOVEMBER 3, 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. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences.

Customer Service 68

Customer Service Loyalty Programs Entertainment Loyalty 68