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The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Meeting these elevated expectations is not just about customer satisfactionit directly impacts the bottom line.
Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. But still, to focus too much on any one interaction is to miss the bigger pictureand the wider process thats behind them.
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.
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.
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The shorter your survey, the better your response rates will typically be. This is as true today as it was when I wrote Listen or Die in 2017. For that reason, super-short surveys are increasingly popular, often consisting of just one or two questions: the likelihood that the customer will recommend your company (NPS) and an open-ended "why?" follow-up.
AI is changing the customer service game. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal. AI is more than automation—intelligent decision-making transforms service operations. The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier.
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition. In a tight labor market, both your business and its customers cannot afford to lose agents.
Based on original post by Dr. Hemant Joshi, CTO, FloTorch.ai A recent evaluation conducted by FloTorch compared the performance of Amazon Nova models with OpenAIs GPT-4o. Amazon Nova is a new generation of state-of-the-art foundation models (FMs) that deliver frontier intelligence and industry-leading price-performance. The Amazon Nova family of models includes Amazon Nova Micro, Amazon Nova Lite, and Amazon Nova Pro, which support text, image, and video inputs while generating text-based output
Want to grow your business by focusing on what truly matters? The 80/20 rule helps leaders and customer experience professionals prioritize high-impact areas, maximize efficiency, and drive profitability. In this episode of The Modern Customer Podcast , I sit down with Bill Canady , CEO of OTC Industrial Technologies and Arrowhead Engineered Products , and author of From Panic to Profit , set to relea
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.
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.
Increase online presence. That was Black Bear Diner s goal as a multi-location restaurant aiming to stand out among hungry diners. They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. But the real challenge was turning scattered efforts into a unified, results-driven strategy. And rightly so, Black Bear Diner turned digital clicks into foot traffic.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies leverage artificial intelligence to improve customer experience? What challenges do businesses face in becoming truly customer-centric? How does AI compare to traditional surveys in measuring customer satisfaction? How can customer feedback effectively enhance products and services?
Agents are revolutionizing the landscape of generative AI , serving as the bridge between large language models (LLMs) and real-world applications. These intelligent, autonomous systems are poised to become the cornerstone of AI adoption across industries, heralding a new era of human-AI collaboration and problem-solving. By using the power of LLMs and combining them with specialized tools and APIs, agents can tackle complex, multistep tasks that were previously beyond the reach of traditional A
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.
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.
Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year. Increased competition, shifting customer expectations, market volatility and other uncertainties mean there is always both an opportunity and a need to keep improving performance—among individual sellers and at the sales team level—to drive highe
At this point, weve covered much revisiting Listen or Die! We have just about every aspect of VoC surveyswhat types to use, where to deploy them, and how to make them effective. But none of it matters if you cant get accurate, timely customer sample lists! Customer lists (often called sample lists) are the biggest bottleneck in most VoC programs. Without them, you simply cant collect feedback at scale.
With all the talk of AI, ChatGPT and more, Im often asked when interviewed, Whats changed in customer service? My answer is accurate: Nothing! For thousands of years actually about 3,775 years when customers have had a problem or question, they have contacted the company they are doing business with and hoped that it would be resolved to their satisfaction.
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.
In the rapidly evolving landscape of artificial intelligence, Retrieval Augmented Generation (RAG) has emerged as a game-changer, revolutionizing how Foundation Models (FMs) interact with organization-specific data. As businesses increasingly rely on AI-powered solutions, the need for accurate, context-aware, and tailored responses has never been more critical.
In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Peter Gillett, CEO of Marketpoint Recall, provides insight. Its impossible to tell quite how many returns have happened in the first two months of 2025 but a scan of the news will tell you there have been many. Indeed, it was reported recently that in 2024, the United States experienced 3,232 product recalls across five key industries, marking the second-highest annual total
📌🚀Grab the Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? A CX Leader’s Guide to Organizational Buy-In is your playbook for ensuring that every department—customer service, sales, product, tech, finance, HR, and beyond—puts customers at the center of everything it does.
Customers dont just disappearyou lose them. In this podcast episode, Stacy Sherman and Neil Hoyne, Chief Strategist at Google, explain how to leverage data to strengthen customer relationships, drive revenue & lasting loyalty. The post Understand Your Customers Better: Data-Backed Ways to Build Relationships appeared first on Doing CX Right.
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
DeepSeek-R1 is a large language model (LLM) developed by DeepSeek AI that uses reinforcement learning to enhance reasoning capabilities through a multi-stage training process from a DeepSeek-V3-Base foundation. A key distinguishing feature is its reinforcement learning step, which was used to refine the models responses beyond the standard pre-training and fine-tuning process.
With travelers demanding seamless journeys and memorable experiences, airports have risen to the challenge, setting new standards in customer satisfaction. The Airports Council International (ACI) World , in partnership with Amadeus, recently unveiled the 2024 ASQ Airport Experience Awards winners. The awards recognize airports worldwide for their commitment to exceptional passenger experiences, based entirely on real-time feedback from travelers.
Discover effective strategies to boost your YouTube channel's visibility and grow your audience. Read our top 10 tips to promote your content successfully.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.
Did you know that 90% of customers expect an immediate response from businesses, and for most of them, immediate means less than 10 minutes? Not only that, todays customers expect faster, more intelligent, and tailored interactions, and if businesses fail to fulfill their sky-high expectations, they risk losing out to competitors who can. Thats why businesses strive to deliver on these fronts to stay relevant in this increasingly competitive digital era.
If you’ve ever worked in customer service, you know complaints are inevitable. What separates great businesses from struggling ones isnt whether they get complaintsits how they handle them. Get it right, and you build trust, loyalty, and long-term customers. Get it wrong, and you risk negative reviews, social media backlash, and lost revenue. Artificial intelligence (AI) is revolutionizing customer interactions.
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