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Lets face it: shortening your customer experience survey can be overwhelming. You have so many priorities, stakeholders, and initiatives to inform and consider, but you want to capture that information with as few questions as possible in order to avoid survey fatigue. But shortening customer surveys is worth the investment. With shorter surveys, your business will get more responses, and those responses will be more accurate and complete.
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Consequently, accurately measuring and strategically enhancing call center agent performance is paramount.
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
Youve heard it before: Stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing customer support whether for the first time or the fifth time your company’s relationship with the contact center is understandably complex. You simply cant rely on an unwritten set of rules or assumptions to guide your collaboration or, sooner or later, that partnership will come under serious stress.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Amazon Bedrock cross-Region inference capability that provides organizations with flexibility to access foundation models (FMs) across AWS Regions while maintaining optimal performance and availability. However, some enterprises implement strict Regional access controls through service control policies (SCPs) or AWS Control Tower to adhere to compliance requirements, inadvertently blocking cross-Region inference functionality in Amazon Bedrock.
Relationship marketing is a long-term strategy, and that might put some brands off. If you have the conviction to engage in itand stick with it, your business can see long term benefits. You basically need to understand your customersand deliver what they want. Not the most extreme of ideas, but there you go. What is relationship marketing? Relationship marketing is a strategy that focuses on the long term.
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Relationship marketing is a long-term strategy, and that might put some brands off. If you have the conviction to engage in itand stick with it, your business can see long term benefits. You basically need to understand your customersand deliver what they want. Not the most extreme of ideas, but there you go. What is relationship marketing? Relationship marketing is a strategy that focuses on the long term.
I just received an email from the Dollar Shave Club. Ive been a member (as in customer) of the club for more than 10 years. I joined the club after watching their irreverent, R-rated (for language) YouTube video that has more than 28 million views. The concept was simple. Pay a small monthly fee and new razor blades are delivered to your mailbox. The member never has to worry about running out of fresh razor blades ever again.
Marketing your B2B product without first defining your ideal customer profile (ICP) is like shooting in the darkyou may have all the tools you need to hit your target, but that wont help much when you have no idea where it is. An ICP is a detailed description of the best-fit customer from your target audience. It defines attributes like industry, company, and pain points, making it easier to determine which businesses in your target market would make the best customers.
Workforce Management From Burnout to Breakthrough: How AI is Transforming Call Center Coaching Share Preventing Agent Fatigue with Smart Scheduling and AI-Driven Coaching Call center burnout is a growing challenge , with 74% of agents at risk due to high call volumes, repetitive tasks, and strict performance metrics according to a survey done by Toister Performance Solutions.
Amazon Bedrock announces the preview launch of Session Management APIs, a new capability that enables developers to simplify state and context management for generative AI applications built with popular open source frameworks such as LangGraph and LlamaIndex. Session Management APIs provide an out-of-the-box solution that enables developers to securely manage state and conversation context across multi-step generative AI workflows, alleviating the need to build, maintain, or scale custom backen
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
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. Should AI Be Used To Respond to Customer Reviews? by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather tha
Customer surveys are a mainstay in most consumer-facing industries for good reason. They provide powerful insights into customer sentiment, buying behavior, and much more, all for a relatively small investment. One frequent topic of debate among multi-location businesses is how to set up a customer survey program. Should you use one survey across the entire business, or should you customize surveys to each location?
Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Today’s market leaders needand many are already relying onstrategies to engage more effectively with their audiences in a two-way dialogue.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Deploying models efficiently, reliably, and cost-effectively is a critical challenge for organizations of all sizes. As organizations increasingly deploy foundation models (FMs) and other machine learning (ML) models to production, they face challenges related to resource utilization, cost-efficiency, and maintaining high availability during updates.
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service? What role does humility play in improving a business’s customer experience? What is the innovator’s dilemma? How can companies ensure they are accurately measuring their customer experience?
The path to real improvement starts with understanding. Effective communication is the foundation of strong teams, enabling them to collaborate, solve problems, and build better relationships with customers and stakeholders. Nowhere is this more critical than in call centers and customer experience teams, where every interaction shapes customer satisfaction, brand perception, and business outcomes.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape. AI-driven assistance means customers can enjoy 24/7 support, faster response times, and immediate access to self-service.
"Your most unhappy customers are your greatest source of learning." – Bill Gates. Yet, 56% of dissatisfied customers never voice their concerns—they simply leave Meanwhile, businesses that actively listen to feedback grow 41% faster than competitors The most successful companies create a structured system—a customer feedback loop—to analyze feedback and act on it continuously.
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
Youve probably noticed it: shopping doesnt look like it used to. As customer expectations evolve, stores are getting smarter, checkout lines are shorter (or disappearing entirely), and leading brands often seem to know what you want before you do. Retail is moving fast, blending technology and convenience in ways that feel fresh and, at times, a little experimental.
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news? Identifying and reducing these inefficiencies can turn your contact center into a streamlined operation that delivers exceptional support.
Analytics Contact center trends in 2025: Six key takeaways from the State of the Contact Center report Share The contact center industry is at a crossroads. Customer expectations continue to rise, workforce challenges have intensified, and contact centers are innovative AI solutions to help them keep up. How successful have these efforts been? What new challenges are businesses facingand how are they measuring success?
Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term successwithout treating them as separate strategies. The post Customer Experience Vs. Marketing: Which One Truly Drives Growth? appeared first on Doing CX Right.
When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. That hasnt changed, even in the age of AI. You can do everything rightget executive buy-in, design smart surveys, select the right touchpoints, and build a strong platformbut until your front line is logging in daily , reviewing customer feedback, and acting on it, your VoC program
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.
📌🚀 Unlock Your CX Superpowers with 32 Game-Changing GenAI Prompts Say goodbye to overwhelm and hello to crystal-clear prioritization. Download your free set of 32 GenAI prompts right now. Prioritize smarter, communicate better, and achieve tangible results—starting today. Use these prompts with your favorite AI Chatbot to evaluate, prioritize, and communicate your CX initiatives more effectively.
Effective customer communication is critical for building relationships, boosting satisfaction, and driving business success. Whether you’re sharing product updates, resolving issues, or engaging customers with personalized offers, how you structure and manage your messaging can significantly impact your outcomes. To help you refine your approach, here are 25 best practices for messaging customers.
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