NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. 1) Be personal. 2) Be responsive. 5) Be channel-focused.

Connections 149

Connections Tips Social Media Multi-Channel 149

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., The rapid spread of misinformation through social media and other digital platforms has further eroded trust in government, making it difficult for citizens to discern truth from falsehood.

Government 203

Government Communication Self Service Chatbots 203

InMoment XI

MARCH 18, 2024

Now that we’ve explored capturing Strongest Signals in our previous blog post , it’s time to dive into the heart of Integrated CX—unlocking the Richest Insights. Every customer comment, whether from emails, social media, or customer service interactions, can be dissected for sentiment and emotion analysis.

Multi-Channel 260

Multi-Channel Analysis Social Media Survey 260

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Clarivate

MARCH 27, 2024

At Ex Libris, we are committed to helping libraries harness innovative technologies, so they are better able to connect their communities with the vital information they seek. The post Artificial Intelligence Blog Series: Metadata Generation for Digital Content appeared first on Clarivate.

Social Media 52

Social Media Resources Technology Study 52

Lumoa

DECEMBER 19, 2023

In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis. Using NLP algorithms like RNNs and LSTMs , it analyzes vast textual data from social media and news to spot emerging topics and sentiment shifts. Exploring these innovative approaches in your domain can be rewarding.

Analysis 208

Analysis Social Media Trends Feedback 208

Vonage

FEBRUARY 20, 2017

I tend to embody the average millennial in many ways – my love of social media, my overzealous emoji use, my pref for abbreviated vernacular…. … And Salesforce’s State of the Connected Customer report hit the nail on the head. Check out this whitepaper for more about serving the connected customer.

Connections 133

Connections Social Media Loyalty Culture 133

Steve DiGioia

MAY 1, 2023

This may mean finding innovative ways to deliver great service without incurring excessive costs or cutting back on other areas of the business to fund the service provision. They should also remain vigilant and adaptable, seeking out new opportunities and ways to innovate and improve their business, product, or service offerings.

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Experience Investigators by 360Connext

FEBRUARY 18, 2015

We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? Let us know in the comments below!

Innovation 110

Innovation Feedback Automotive Social Media 110

BirdEye

NOVEMBER 21, 2023

This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing.

Marketing 95

Marketing Social Media Advertising Tips 95

NetBase

MARCH 10, 2020

Trends wechseln, Technologien werden fortschrittlicher und dementsprechend werden auch Social-Analytics- und Social-Media-Management-Tools zunehmend leistungsstärker. Was sind die besten Social-Media-Tools, die Sie 2020 auf dem Schirm haben sollten? SOCIAL-ANALYTICS-TOOLS ENTWICKELN SICH MIT DEN KUNDEN WEITER.

Social Media 52

Social Media Tools Analytics ROI 52

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. According to a Salesforce’s connected shopper report , 79 percent of shoppers research a brand online before making a purchase in the store. Customer experience has not been left behind.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

Experience Investigators by 360Connext

FEBRUARY 23, 2015

Customers have a new voice in innovation. I had an opportunity to interview James Bell, Head of Consumer Affairs for General Motors , about how they gather feedback and use it to create new innovations. It’s encouraging to see such innovation and consideration for customers from such an established and important industry.

Innovation 110

Innovation Consumers Social Media Feedback 110

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. You can embody what your company is about with your responses on social media platforms. View this post on Instagram.

Meeting 162

Meeting Innovation Social Media Chatbots 162

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Chatbots 76

Chatbots Social Media Healthcare Study 76

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Through a combination of innovative services and new technology, you’ll learn how credit unions can improve member experience with current and future members, as well their customer service reps too.

Strategy 191

Strategy Omni-Channel e-support Financial 191

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Michelle is an advocate for expanding ideation and innovation to your entire organization.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NICE inContact

SEPTEMBER 25, 2019

T-Mobile sought advice from social customer service experts and vendors from around the world to help them address these problems. We proposed the following 4-step Social Customer Service Workflow and the solution was implemented. Make human connections. Unify channels.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

ShepHyken

NOVEMBER 16, 2018

Customers are connected. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. Are you doing what’s necessary to use innovation and handle the educated customer? How and why has technology changed the way consumers behave?

Consumers 97

Consumers Technology Chief Customer Officer Social Media 97

Optimove

SEPTEMBER 16, 2024

has a long history of engaging players through traditional media like television, radio, and billboards. However, in Europe, lotteries have taken a more innovative and customer-centric approach, driven by regulatory differences, diverse player bases, and a digital-first strategy. There are several lessons that U.S.

Gamification 52

Gamification Marketing Loyalty Programs Social Media 52

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Monitor and respond to social media complaints – and provide effective resolution. Justify customer loyalty through excellence – innovate audience interactions. Responding to customers on social media? Blog Customer Experience Featured complaints leadership linkedin loyalty Social Media'

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ECXO

MARCH 24, 2024

Everyone is talking about Artificial Intelligence (AI) and how it has emerged as one of the most significant technological innovations in recent years, revolutionizing various industries and opening up a world of new possibilities. The Emotional Connect Psychologically, humans crave connections.

Customer Experience 156

Customer Experience Social Media Analysis Loyalty 156

One Millimeter Mindset

SEPTEMBER 11, 2018

Then again, how about social communication patterns between social connections. My friend and colleague, Anthony Iannarino, recently posted an excellent article about the alarming trend on social media – especially LinkedIn – of connecting. And possibly connect on social media platforms, as well.

Communication 167

Communication Social Media B2B Conference 167

Michelli Experience

MAY 9, 2017

The “big idea” of this blog is TRADEOFF. Fueled by much social media buzz and the scarcity of very limited product availability (the product was crafted from April 19 th to April 23 rd or until supplies lasted in the US), the Unicorn Frappuccino connected with its target markets and sold resoundingly.

Innovation 113

Innovation Customer Experience Social Media Loyalty 113

Uniphore

JUNE 22, 2021

You listen to your customers on social media. They have made your call center a glass house on social media. If you’re a customer experience leader charged with testing the potential of innovative technologies, first listen to your front office staff. Do you listen to your customer service employees?

Call Center 219

Call Center Self Service Social Media Contact Center 219

Magellan Solutions

AUGUST 23, 2023

Initially, AI simplified tasks such as email marketing and social media scheduling. It gives marketers time to concentrate on innovation and strategy. The close connection between AI and marketing drives the success of businesses. Marketers can now concentrate on innovative and strategic efforts.

Tools 98

Tools Marketing Social Media Advertising 98

SurveySensum

MAY 6, 2024

Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. Cultivating a warm and authentic relationship with all those connected to your personal offerings is key to earning trust and credibility. billion active users on social media sites.

Brands 52

Brands Strategy Social Media Video 52

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might see you are not responding to inquiries or concerns on social media. Blog Customer Experience Featured Innovation Social Media competition linkedin loyalty measurement metrics retention' Your customers could see you aren’t handling things in the way they want. This is especially subtle.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

BirdEye

AUGUST 9, 2024

For location-based businesses of all sizes, Birdeye’s AI-powered tools and all-in-one solutions for reputation, social media, and customer experience management make it the superior choice. In this blog, we’ll explore the key features that set Birdeye apart from Reputation.com and why it’s the preferred option for many customers.

Comparison 59

Comparison Social Media Multi-Channel Survey 59

Lumoa

JANUARY 9, 2018

Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Much of the improvement has been driven by advancements in product innovation and digital technology. Customers want unique, special and innovative. Customers want you to know them.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

Win the Customer

JUNE 13, 2023

In the dynamic landscape of consumer behavior, businesses are constantly seeking innovative ways to enhance customer experience. In this blog post, we’ll explore how embracing the Bandwagon Effect can lead to a more enriching customer experience. One often overlooked yet potent force is the Bandwagon Effect.

Customer Experience 52

Customer Experience Social Media Case Study Innovation 52

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part of SXSW , but each year it comes down to people. appeared first on Customer Experience Consulting.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

APRIL 23, 2015

Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. and the not so good. ” and then move on with her day. What’s next?

Social Media 110

Social Media Travel Rewards Programs Innovation 110

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. The fact is that our technology innovation cycle has outpaced many companies. Shep Hyken.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

BirdEye

MAY 3, 2023

This blog post deals with everything you need to know to leverage the right channels and boost your business revenue. A marketing channel is any platform that allows you to connect and communicate your brand’s message with your target audience. A lot of time, money, and valuable resources go into designing and executing each campaign.

Marketing 76

Marketing B2C Social Media Multi-Channel 76

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. Miller explained the ‘Authenticity Lifecycle,’ which is a business model that infuses authentic engagement with marketing, innovation and customer experience activities.

Innovation 100

Innovation Marketing Social Media Healthcare 100