InMoment XI
SEPTEMBER 19, 2024
When you think of your most recent purchase, you don’t think of the experience in silos. You don’t remember how you felt during the awareness phase separate from the consideration phase. You recount your experience based on how you felt about the whole process, from start to finish. This is how we view the end-to-end customer experience. What is End-to-End Customer Experience?
IntouchInsight
SEPTEMBER 18, 2024
We’re thrilled to publish the findings of our first-ever study, 2024 Third-Party Delivery - The Path to Third-Party Delivery Excellence , which uncovers key insights into third-party delivery services in partnership with Informa Connect.
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Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.
C3Centricity
SEPTEMBER 17, 2024
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
Alida
SEPTEMBER 18, 2024
Researchers must be hyperaware of the emerging trends in the market research industry to maintain a connection with consumers. In order to understand how consumers feel about the advancements being made and the change in their behaviors, they must take speed, segmentation and AI into consideration.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
SEPTEMBER 18, 2024
In the field of technology and creative design, logo design and creation has adapted and evolved at a rapid pace. From the hieroglyphs of ancient Egypt to the sleek minimalism of today’s tech giants, the visual identities that define our favorite brands have undergone a remarkable transformation. Today, the world of creative design is once again being transformed by the emergence of generative AI.
Experience Investigators by 360Connext
SEPTEMBER 17, 2024
Gain skills to demonstrate the comprehensive value of customer experience management, linking it to financial gains while providing actionable strategies for sustained success.
Upstream Works
SEPTEMBER 19, 2024
Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases. The post 3 Ways Contact Center AI is Redefining the Agent Experience appeared first on Upstream Works.
Alida
SEPTEMBER 17, 2024
At this year's AWS Summit in Toronto, Alida's Senior Director of Engineering ,Vincy William, shares how Alida is using generative AI to revolutionize the world of qualitative research.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
InMoment XI
SEPTEMBER 17, 2024
Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? With younger generations becoming the dominating force in the overall consumer base it is more important than ever to be able to identify their needs and understand how they want to interact with your brand.
Beyond Philosophy
SEPTEMBER 19, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
Doing CX Right
SEPTEMBER 17, 2024
Robots making burritos? Discover how Chipotle's AI revolution is reshaping the restaurant industry and customer experience impacts. The post What If Your Next Burrito Was Made By A Robot? appeared first on Doing CX Right.
BirdEye
SEPTEMBER 18, 2024
Did you know that businesses with verified Google Business Profiles (GBPs) receive an average of 66 Google reviews per location each month? This staggering statistic underscores the importance of optimizing your GBP to connect with potential customers and drive growth. While the dedicated GBP app is no longer available, you can still effectively manage your business profile using Google Maps and Google Search apps.
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
ShepHyken
SEPTEMBER 17, 2024
My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.
InMoment XI
SEPTEMBER 16, 2024
What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.
Middlesex Consulting
SEPTEMBER 16, 2024
Purpose of this article Any product that uses fossil fuel to generate power will eventually be a candidate for repowering (conversion to electric power.) It may be a battery, solar panel, or fuel cell, but it must reduce its impact on global warming. The conversion will have short—and long-term effects on the OEM’s aftermarket business. […] The post Repowering School Buses: A Case Study appeared first on Middlesex Consulting.
Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
BirdEye
SEPTEMBER 13, 2024
Have you ever thought about how people might be searching for your products or services? Chances are, they’re not just typing keywords into a Google Maps search bar anymore. They’re talking to their phones, their smart speakers, and even their laptops. That’s right, voice search is on the rise, and it’s changing the way we interact with businesses.
ShepHyken
SEPTEMBER 15, 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. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.
InMoment XI
SEPTEMBER 20, 2024
Capturing genuine and actionable feedback from customers and employees can be a challenge, especially when traditional surveys feel long, tedious, and uninspiring. Many organizations struggle with vague, short responses that offer little insight, leaving them chasing scores rather than focusing on meaningful improvements. This is where Active Listening comes in—a revolutionary approach to feedback collection that enhances the quality and depth of responses.
Interactions
SEPTEMBER 19, 2024
In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
The DiJulius Group
SEPTEMBER 15, 2024
“The companies that don’t invest in customer experience are the ones whose leaders don’t understand the financial impact CX can have.” Several organizations are focused on building a world-class experience ecosystem for every business stakeholder. We have seen firsthand that companies with the strongest internal cultures are significantly less affected by economic instability.
Thematic
SEPTEMBER 15, 2024
You’ve been searching for the best customer experience platform and came across Medallia. But, a few things are stopping it from being the best choice for your organization, so you’re looking for alternatives. While some Medallia competitors offer similar all-in-one solutions, there are other alternatives you can use to build the customer experience tech stack that helps your organization deliver an exceptional customer experience.
ShepHyken
SEPTEMBER 17, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?
Uplight
SEPTEMBER 18, 2024
Uplight has earned a spot on Fast Company’s 100 Best Workplaces for Innovators list, and is a finalist in the Sustained Excellence category! This recognition is a testament to our dedication to our employees, communities, and planet as we pioneer solutions that shape the future of clean energy. Innovation Drives Action at Uplight At Uplight, Read More The post Uplight is a 2024 Fast Company Best Workplace for Innovators appeared first on Uplight.
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.
Interactions
SEPTEMBER 16, 2024
Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.
Blake Morgan
SEPTEMBER 17, 2024
United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. Linda Jojo, EVP and Chief Customer Officer, is leading this transformation by integrating technology with a customer-first approach.
2020 Research
SEPTEMBER 19, 2024
Iselin, NJ—September 16, 2024 Sago ( formerly Schlesinger Group ), a trusted leader in market research, is set to host Sago Vision ’25, a forward-thinking virtual event poised to unveil innovative insights and opportunities in the market research landscape. The all-day event, taking place October 1, 2024, from 10:00 a.m. to 4:00 p.m. ET, promises to offer a deep dive into the dynamic world of market research.
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