InMoment XI

APRIL 3, 2024

Interactive features, personalized content, and social media integration can foster meaningful connections and encourage customers to actively participate and share their experiences with others. Digital interactions are more than just another way to connect with a business — they’re the most popular way. Access 3/12/2024.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March!

Self Service 52

Self Service Social Media Roadmap Insurance 52

BirdEye

JULY 15, 2024

Birdeye View , a virtual conference scheduled for September 10th and 11th, 2024, addresses these critical areas by equipping local businesses with the knowledge and tools to harness the power of Artificial Intelligence (AI) and dominate their respective markets.

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Leadership 52

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

CSM Magazine

OCTOBER 24, 2024

In 2024, the top AI technologies utilised by UK online retailers included: Gen AI for translations and copy writing – 57%; AI trained and powered customer service chat bots – 43%; gen AI for marketing content – 33%; AI informed product search – 31%; and AI for cleaning and enriching product data – 25%.

Ecommerce 52

Ecommerce Roadmap Retail Chatbots 52

DCX

OCTOBER 20, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Zoom in: Amazon launched Rufus, a chatbot, in early 2024. This isn’t just about automating tasks; it’s about creating human-like connections that make users feel supported.

Video 52

Video Chatbots Customer Centricity Trends 52

DCX

OCTOBER 20, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Zoom in: Amazon launched Rufus, a chatbot, in early 2024. This isn’t just about automating tasks; it’s about creating human-like connections that make users feel supported.

Video 52

Video Chatbots Customer Centricity Trends 52

delighted

AUGUST 6, 2024

We kept this goal in mind as we recently launched major ease-of-use updates within both CX and Surveys products and introduced new ways to connect with your customers. If you’re curious about what we’re working on in Q3, take a peek at our product roadmap ! The post Delighted Q2 2024 Product Recap appeared first on Delighted.

Survey 52

Survey Roadmap Feedback User Experience 52

DCX

DECEMBER 1, 2024

What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX. From creating genuine spaces to adopting a long-term mindset, the common thread in all these stories is connection. Stop the Madness.

Fashion 52

Fashion Trends Culture Connections 52

DCX

OCTOBER 27, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! This means less time digging for info and more time actually connecting with customers. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

ShepHyken

AUGUST 25, 2024

How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience. Connect with Shep on LinkedIn. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week.

Self Service 91

Self Service Customer Service Chatbots Customer Centricity 91

Gainsight

OCTOBER 15, 2024

At Pulse Europe 2024 , happening on November 13–14, we’ll embrace this change together as a community dedicated to shaping the future of Customer Success. We have so many incredible sessions coming up at Pulse Europe 2024, but here’s a look at a couple of our early favorites. Why Attend Pulse Europe 2024?

Customer Success 52

Customer Success Conference Sports Leadership 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Key components of S.P.E.A.K.:

e-support 59

e-support Customer Centricity Apparel Leadership 59

AWS Machine Learning

NOVEMBER 15, 2024

In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce. At Principal, the roadmap indicates a commitment to delivering continual innovation.

Financial 123

Financial Groups Chatbots Self Service 123

DCX

NOVEMBER 24, 2024

Why Human Connection Still Wins Dame Karen Jones knows a thing or two about hospitality and insists that nothing beats a real human connection. Takeaways for CX Pros Use Tech Wisely: Automation should free up your team to do what they do best—connect with customers. Balance It Out: Customers want fast answers and empathy.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

NOVEMBER 10, 2024

Let’s dig in and see where we can focus less on the flash and more on what really matters: clarity, ease, and connection. If you’re serious about getting everyone on the same page, this is your roadmap! Create a seamless journey where every interaction feels connected, not fragmented. Bring Back the Buttons!

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

We'll also take a realistic look at how AI might shape CX in 2024 - there's reason to be excited, but also cautious. 2024 priorities: Most companies (56%) are planning a cautious expansion of AI, prioritizing data analytics (72%) and automation (60%). However, 12% are waiting for top-down guidance to steer their initiatives.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Selling Experiences.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 22, 2024

-Mark Free Access to this week’s Premium DCX Links Edition, is Courtesy of Frost & Sullivan Executive MindXchange ONE MONTH AWAY: From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Selling Experiences.

Sports 52

Sports Social Media Roadmap Feedback 52

DCX

SEPTEMBER 29, 2024

-Mark Free Access to this week’s Premium DCX Links Edition is Courtesy of Frost & Sullivan Executive MindXchange October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections. Key components of S.P.E.A.K.:

e-support 52

e-support Customer Centricity Apparel Leadership 52

DCX

NOVEMBER 17, 2024

This week, we’re zooming out to look at how CX connects to something greater—creating real, lasting impact. If you’re serious about getting everyone on the same page, this is your roadmap! If you find it valuable, consider joining our premium community for full access every Sunday. Think about your own team.

Social Media 52

Social Media Leadership Customer Centricity Tips 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

DCX

SEPTEMBER 15, 2024

-Mark Enjoy Free Access to this week’s Premium DCX Links Edition, Courtesy of Frost & Sullivan Executive MindXchange From October 20-23, Frost & Sullivan’s Customer Contact West 2024 is hitting Tucson, AZ, bringing together CX leaders for some real talk and genuine connections.

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Deliverables and Roadmap Should Marketers Expect?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Gainsight

NOVEMBER 26, 2024

We can’t believe it’s been over a week since we gathered the Customer Success community at RAI Amsterdam for Pulse Europe 2024. And yes, I will say “AI” in this article as is the law in 2024. It was all about making those small but memorable connections.

Conference 52

Conference Consulting Roadmap Customer Success 52

InMoment XI

DECEMBER 7, 2023

It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey. The specific, contextual feedback that users provide in a PSAT survey helps to prioritize a roadmap of product improvements. This is scored on a numeric scale. Sources: SuperOffice.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

COPC

JANUARY 9, 2024

Lance Gruner: Our journey is rooted in our core purpose of connecting and powering an inclusive digital economy that benefits everyone. We ensured alignment by creating an employee brand book that encompassed communication guidelines, employee objectives and project roadmaps.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

DCX

JULY 21, 2024

aiming to capture Gen Z and coffee enthusiasts seeking deeper connections with the premium brand. The bottom line: Nespresso's CEO believes this approach will give the brand "an advantage" over competitors by fostering deeper customer connections.

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

CSM Magazine

JULY 2, 2024

Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

SurveySensum

FEBRUARY 14, 2024

But before we jump into our top 10 picks for 2024, let’s take a moment to understand what employee feedback really is. Pros: Connects daily work to personal, team, department, and organizational long-term goals. It tracks feedback on these skills over time, offering a clear roadmap for professional development.

Tools 52

Tools Feedback Analysis Survey 52

AWS Machine Learning

AUGUST 26, 2024

From the period of September 2023 to March 2024, sellers leveraging GenAI Account Summaries saw a 4.9% Manually connecting these disparate datasets can be time-consuming, presenting an opportunity to improve how we uncover valuable insights and identify opportunities. increase in value of opportunities created.

Sales 132

Sales Multi-Channel Metrics Feedback 132

Support EXP

FEBRUARY 8, 2024

While banking executives are breathing a collective sigh of relief that a major recession was avoided in 2023, they are still assuming a posture of cautious optimism about economic trends in 2024. To a higher degree than other business relationships, customers’ connections with financial institutions turn on earned trust.

Data 52

Data Trends Competitive Advantage Financial 52

West Monroe

MARCH 8, 2022

The reality is that plant connectivity and operational equipment instrumentation have increased to such an extent in recent years that companies must do something about the gridlock in a time where VUCA (volatility, uncertainty, complexity and ambiguity) reigns for the foreseeable future. Thus, no real progress occurs. Cybersecurity.

Data 52

Data Roadmap Leadership Technology 52

Gainsight

OCTOBER 23, 2019

In fact, from 2019 to 2024, the customer success platforms market is projected to grow from $854 million to a staggering $2.66 As co-founders of Hugo —a Connected Meeting Notes software—we have found ourselves deep in the customer success software world. The best CSMs have good relationships with the rest of the business.

Software 60

Software Customer Success Tools Customer Centricity 60

West Monroe

DECEMBER 20, 2022

technologies to capture greater energy consumption granularity and leveraged IoT connectivity with power meters and predictive analytics to optimize energy cost. Smart products: Smart products are not just digitally connected. For example, a smart thermostat in a facility has connected motion sensors that record activity levels.

Metrics 52

Metrics Roadmap Leadership Analytics 52