Think Customers

DECEMBER 19, 2024

This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Thats always been the case but as we head into 2025, things feel different. Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be tr

Trends 52

Trends Customer Experience Contact Center Self Service 52

Kate Nasser

DECEMBER 15, 2024

Delivering an irresistible customer experience is easier than you think and worth the effort! Tips fr Kate Nasser, The People Skills Coach, Author, Leading Morale. The post Irresistible Customer Experience: What Every Customer Wants #CX appeared first on KateNasser.com.

Customer Experience 91

Customer Experience Tips Customers Customer Care 91

InMoment XI

DECEMBER 17, 2024

Did you know that 80% of organizations have CX teams with 11 or more employees dedicated to the businesss CX program? As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

DECEMBER 17, 2024

Its the holiday season, and whatever holiday you choose to celebrate or choose not to celebrate gifting is the norm. So, I have a gift for you: the five easiest customer service tactics that anyone and everyone can do and they wont cost a thing! I was recently asked in an interview, What are the easiest and least expensive customer service or experience tactics a company can implement?

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Customer Service Customer Confidence Fashion Customer Service Training 71

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

Genroe

DECEMBER 17, 2024

Your customer is your most powerful asset, yet, few organisations actually manage and monitor their customers as a financial asset? The post Generating Higher Profits by Managing Customers as Financial Assets appeared first on Genroe | Customer Experience | Net Promoter Score.

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Financial Net Promoter Score Management Customers 88

Interactions

DECEMBER 18, 2024

Back in late September, I had the opportunity to speak on an expert panel at the CX Innovation Summit, down in Naples, Florida. While weathering Tropical Storm Helene with many other industry leaders, I joined Jeffery Carson, Vice President of Journey Analytics & Operations at Synchrony , and Neel Sen, Director of Consumer Product Innovation at Verizon on stage to discuss the future of customer experience in contact centers.

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Innovation Self Service Engagement Effort Score 62

Zonka Feedback

DECEMBER 15, 2024

Engaging with your audience and gathering feedback is crucial for any business, and embedding surveys in emails is one of the most effective ways to do so.

Survey 52

Survey How To Feedback Engagement 52

Keatext

DECEMBER 17, 2024

For our 2024 year in review, were doing something a little different. Before we look forward to the future, we wanted to first look back at the conversations we had with CX professionals this year. Their experiences with genAI are eye opening.

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Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

InMoment XI

DECEMBER 18, 2024

Contact centers play a significant role in customer experience management. They provide a central platform for handling customer interactions across various channels. Customers expect quick and seamless support when they pick up the phone or type an email. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.

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Contact Center Customer Satisfaction ROI Virtual Agent 195

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

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Customer Service Self Service Chatbots Omni-Channel 130

Experience Investigators by 360Connext

DECEMBER 17, 2024

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we’ll explore five critical questions that will help you evaluate your priorities and achievements this past year.

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Resources Feedback Connections Tools 143

IntouchInsight

DECEMBER 19, 2024

As 2024 comes to a close, its clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers. Whether it was fast-food chains reinventing the drive-thru experience or convenience stores evolving to compete with restaurants, one thing stood out: a relentless focus on meeting customers where they areand where theyre headed.

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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.

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Alida

DECEMBER 16, 2024

Discover what sets research teams apart with Innovation Days key takeaways. Elevate your 2025 research strategy today!

Innovation 130

Innovation Strategy User Experience Customer Insights 130

TechSee

DECEMBER 17, 2024

Field service optimization has become a critical focus for companies striving to meet their customers’ growing expectations for faster and more efficient services. The demand for superior service quality and rapid response times puts significant pressure on organizations, many of which grapple with limited resources and complex logistical challenges.

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Resources Customer Satisfaction Innovation Communication 109

ECXO

DECEMBER 18, 2024

Hannukah 2024 The ECXO Wishes You a Season of Light and Joy! Merry Christmas , Happy Hanukkah , and an Amazing Start to 2025! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. May these celebrations fill your hearts with light, your homes with laughter, and your paths with hope for a brighter future.

Connections 156

Connections Customer Experience Customers 156

ShepHyken

DECEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies integrate their sales and support teams to enhance customer interactions? How can small businesses enhance customer support after a sale? What are the benefits of a customer advisory board? Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods?

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Chief Customer Officer How To Social Media Customer Relationship Management 62

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

CSM Magazine

DECEMBER 20, 2024

The popularity of eSIM technology has grown rapidly, offering users convenience, flexibility, and seamless connectivity without the need for a physical SIM card. As this digital alternative gains traction, choosing the right provider becomes increasingly important. One of the most crucial factors for users is the quality of customer support. Whether you are a frequent traveler, a business professional, or a casual user, having access to reliable support can make or break your experience with an

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Travel Connections Conference Customers 52

Blake Morgan

DECEMBER 17, 2024

GoTo is redefining how companies connect with customers and manage the modern contact centers. By unifying remote management, support, and business communication tools into one seamless platform, GoTo helps businesses simplify operations while staying secure and efficient.

Contact Center 59

Contact Center Communication Tools Customer Experience 59

BirdEye

DECEMBER 20, 2024

Today, a brands success is increasingly tied to its online reputation. Businesses that actively monitor and manage their online reputation gain a significant competitive advantage by building customer trust and ensuring positive sentiment in the digital space. After all, thats the first thing potential customers check before they decide to work with you.

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Social Media Multi-Channel Analysis Effort Score 52

ShepHyken

DECEMBER 16, 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. The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share.

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Loyalty Programs Customer Service Contact Center Loyalty 62

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

AWS Machine Learning

DECEMBER 18, 2024

Many enterprise customers across various industries are looking to adopt Generative AI to drive innovation, user productivity, and enhance customer experience. Generative AIpowered assistants such as Amazon Q Business can be configured to answer questions, provide summaries, generate content, and securely complete tasks based on data and information in your enterprise systems.

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Knowledge Base Connections Groups Data 59

Gainsight

DECEMBER 18, 2024

In a world where instant gratification has become the norm, customers are increasingly seeking support that caters to their needs without the frustrations of lengthy wait times or extensive search efforts. For every business today, the question isn’t merely about providing answers; its about creating an empowering self-service experience that propels customers toward achieving their goalswithout leaning on your team at every turn.

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Self Service Trends Chatbots Resources 52

CSM Magazine

DECEMBER 17, 2024

GitHub, the worlds leading platform for developers, has revolutionized the way teams collaborate on software development projects. But as GitHubs user base has grown to include millions of developers from every corner of the globe, the need for GitHub localization has become more prominent than ever. In this guide, well dive deep into what GitHub localization is, why it matters, and how it benefits developers and organizations worldwide.

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Culture User Experience Guidelines Innovation 52

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods. Key takeaways: 109% increase in unique customers targeted during Black Friday/Cyber Monday week delivers 300%+ growth in total customers, new customer acquisition, orders, and sales.

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Retail Lifetime Customer Customer Centricity Loyalty 52

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

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? Scroll down and find out. But for that, we must first understand what NPS is and how NPS is calculated. Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or

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Net Promoter Score NPS Effort Score Survey 52

CX University

DECEMBER 16, 2024

To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term The Golden Rules of CX. The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on thenine golden rules for CX Success, originally published on CustomerThink.

Customer Journeys 52

Customer Journeys Culture Innovation Leadership 52

CSM Magazine

DECEMBER 17, 2024

Data is at the heart of delivering exceptional customer experiences. While businesses have long recognized the value of storing, processing, and analyzing data, the ability to utilize this information in real-time is what truly sets customer-focused companies apart. Enter the power of data warehouses and reverse ETLa solution that allows organizations to transform raw data into meaningful, actionable insights in the blink of an eye.

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Data e-support Customer Experience Apparel 52