InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company, we’re witnessing the dawn of the “Third Wave of CX” But what does this mean for CX leaders? In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape

Loyalty 260

Loyalty Brands Net Promoter Score Omni-Channel 260

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?

Guest Experience 156

Guest Experience Data How To Report 156

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.

Loyalty 156

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 156

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

Culture 143

Culture Innovation Customer relationships Resources 143

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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.

Customer Experience

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 Service 130

Customer Service Strategy Self Service How To 130

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.

Social Media 260

Social Media Analysis Chatbots Analytics 260

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.

Contact Center 136

Contact Center Training Guidelines Interaction 136

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

Innovation 131

Innovation Conference Measurement Policies 131

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.

Strategy 143

Strategy Customer Experience Self Service How To 143

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.

Data

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.

Technology 116

Technology Customer Experience CEM Contact Center 116

Zeisler Consulting

MAY 14, 2024

Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. After all, it’s important for both parties to understand what’s expected of the other, and it’s not necessarily a sign of mistrust to get certain things down on paper, just to be

Policies 93

Policies Hotels Course Customer Centricity 93

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.

Case Study 105

Case Study Effort Score Touchpoint Ecommerce 105

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.

Government 106

Government Policies Guidelines Leadership 106

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Customers

Clarivate

MAY 1, 2024

Learn about our generative AI-powered Web of Science Research Assistant, which will be available from September 2024. Last year, we announced our collaboration with the research community to bring a new generative-AI-powered capability to the Web of Science — the Web of Science Research Assistant. Since we released the beta to our development partners around the world, we have identified innovative ways to ensure the quality, strength and suitability of generative AI for academic researchers.

Innovation 119

Innovation Tools Data Analytics 119

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

Healthcare 143

Healthcare Culture Customer Voice Connections 143

Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Innovation 89

Innovation Call Recording Conference Tools 89

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

Call Center 78

Call Center Customer Centricity Touchpoint Metrics 78

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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.

Communication

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.

Feedback 98

Feedback Survey Healthcare Tools 98

SaleMove

MAY 3, 2024

How do you choose between enhancing customer experience and staying on budget? With Glia’s Embedded Interaction Visualizer, you don’t have to. The post The Ease of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 101

Interaction Customer Service Customer Experience Customers 101

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

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.

System 86

System Training e-support Groups 86

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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?

Customer Experience

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.

Sales 89

Sales Exercises Communication ROI 89

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

How To 88

How To Comparison Customer Expectations Customers 88

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

How To 89

How To Groups Examples Customer Service 89

dscout People Nerds

MAY 6, 2024

GenAI pulls from limited resources—and only knows as much as you tell it. These tips will help you improve its effectiveness for research purposes.

Training 105

Training How To Tips Resources 105

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.

Customer Insights

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.

Customers 78

Customers Customer Service Customer Experience Company 78

AWS Machine Learning

MAY 15, 2024

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

Software 89

Software Comparison How To Measurement 89

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.

Strategy 85

Strategy How To Study Company 85