Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. This means communicating often and earnestly. See how fun it is to connect the CX dots?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 244

Government Communication Self Service How To 244

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. Leverage data and technology to offer personalized recommendations, customized experiences, and tailored communication.

Connections 334

Connections Customer Experience Social Media Analysis 334

AWS Machine Learning

OCTOBER 23, 2024

Built using Amazon Bedrock Knowledge Bases , Amazon Lex , and Amazon Connect , with WhatsApp as the channel, our solution provides users with a familiar and convenient interface. This feature simplifies the integration of domain-specific knowledge into conversational AI through native compatibility with Amazon Lex and Amazon Connect.

Connections 92

Connections Knowledge Base Resources Data 92

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Customer Experience Net Promoter Score Social Media 195

InMoment XI

DECEMBER 18, 2024

71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. These insights ensure agents dont miss out on valuable information they can use to satisfy and retain clients. They provide a central platform for handling customer interactions across various channels.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

eglobalis

MARCH 13, 2025

Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Utilize Visual Dashboards : Create visual representations of CX metrics to effectively communicate progress and impact to leadership. If you enjoyed this read, connect with me on LinkedIn !

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

OCTOBER 30, 2024

Clear communication and self-service tools are crucial to their satisfaction. Life insurance customer experience : Life insurance customers need clear, simple communication about policy terms. They appreciate proactive communication on potential risks like weather hazards. This expectation stems from a need for convenience.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation allows organizations to connect with customers in a relevant, timely, and personalized way without extra manual input. Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This enables more relevant and targeted communication.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

InMoment XI

DECEMBER 10, 2024

This information guides product development to better fulfill customer needs and goals. It leverages CX integrations to connect and collect feedback from every channel, making it easier to act on. Focus on Proactive Outreach Proactive communication is an important part of re-engaging at-risk customers.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

ECXO

MARCH 6, 2025

Leadership needs to clearly communicate why customer experience is vital and continuously reinforce that message. Storytelling is a powerful tool here sharing real customer stories, both successes and failures, can help employees emotionally connect to the impact they have on customers.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For instance, if the company is launching a new product, this team ensures that all departments are informed and aligned on messaging, timelines, and responsibilities.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

ECXO

OCTOBER 30, 2024

The film serves as a rich tapestry of themes and symbols that can inform strategies for enhancing customer interactions and fostering loyalty. By prioritizing genuine interactions and valuing customer feedback, businesses can empower consumers to make informed decisions, much like Neo embracing his role as “The One.”

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

AWS Machine Learning

FEBRUARY 21, 2025

In this post, we discuss how AWS and DXC used Amazon Connect and other AWS AI services to deliver near real-time V2V translation capabilities. Bidirectional translation The process is reversed for the agents response, translating their speech into the customers language and delivering the translated audio to the customer.

Connections 89

Connections Contact Center e-support Call Recording 89

InMoment XI

DECEMBER 6, 2024

Here are some of the main challenges of customer experience management outsourcing: Loss of Brand Voice : Outsourcing can sometimes lead to inconsistencies in how your brand communicates with customers, which might impact customer trust. What Is a Full-Service Customer Experience Solution?

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

OCTOBER 25, 2024

Online reviews are the most trusted source of information for most people interacting with a restaurant for the first time. Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis.

Feedback 195

Feedback Management Social Media ROI 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. With this information, you can improve your customer experience and eliminate pain points. This type of journey map helps you understand what motivates a consumer at each stage, their questions, and the information they seek.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

MARCH 30, 2025

To manage this flood of information, organizations increasingly rely on automation and AI. In B2C retail, brands analyze product review text to discern sentiment about product features, informing quick tweaks. Over time, the need to connect dots led to centralized CX platforms.

Survey 320

Survey Banking NPS Effort Score 320

CSM Magazine

NOVEMBER 17, 2024

That’s particularly true for organizations that rely on old-school communications hardware and software to connect with customers, many of whom have decidedly modern ideas about what their CX should look and feel like. A unified communications platform that combines voice with more robust capabilities in other communications channels.

Communication 59

Communication Contact Center Self Service First Call Resolution 59

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. It connects all channels, creating a unified customer journey.

Contact Center 130

Contact Center Omni-Channel Contact Center Software Software 130

Comm100

DECEMBER 10, 2024

You can gather and utilize advanced data analytics to gather comprehensive information on player behaviors, preferences, and gaming patterns. They connected Comm100 Live Chat to their CRM, enabling their agents to get detailed information about each player, including their spending patterns, before engaging them.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

NOVEMBER 13, 2024

Active churn is when customers cancel their service and communicate their decision to the business. For example, a subscription that ends without renewal or communication from the subscriber. It informs effective marketing strategy. This might include personalized offers, targeted communication, or enhanced customer support.

Customer Retention 195

Customer Retention How To Analysis ROI 195

ECXO

NOVEMBER 17, 2024

Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users. Slack, for instance, simplifies team communication with intuitive workflows that minimize learning curves, leading to high levels of user satisfaction and adoption.

B2B 390

B2B Loyalty Connections Technology 390

InMoment XI

OCTOBER 17, 2024

A customer feedback questionnaire is a set of structured questions that aims to collect information from customers about their experience, opinions, and thoughts about your product or service. It will also help inform strategy on which improvements to make based on potential impact on customer experience.

Feedback 195

Feedback Effort Score Survey Customers 195

Interactions

JANUARY 21, 2025

Frantically pushing numbers, getting irrelevant links from a chatbot, or being asked to repeat information by a robot-like voice assistant leaves them frustrated and angry. A modern approach to customer communications can help you transform crisis into connection, building customer trust and enhancing satisfaction.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Here are some best practices to improve B2B CX.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

InMoment XI

NOVEMBER 22, 2024

It helps you collect and integrate customer data from every relevant source to avoid missing out on crucial information. As a result of its personalized, two-way communication, this method helps collect insightful feedback. Qualitative feedback provides the necessary information to better understand customer needs and expectations.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

Comm100

OCTOBER 31, 2024

With this strategy, you leverage relevant communication channels to interact with the right people and generate traction. Conversational marketing is the process of interacting with your audience at a personal level through relevant communication channels. What’s Conversational Marketing ? There are countless brands.

Marketing 130

Marketing Chatbots Social Media e-support 130

ECXO

JULY 1, 2024

It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. It allows leaders and marketers to tap into universal themes and symbols that resonate deeply with people, fostering a sense of connection and shared meaning.

Customer Experience 358

Customer Experience Culture Trends Social Media 358

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

JULY 29, 2024

These insights inform the service standards and product offerings that will most effectively meet customer expectations. Data Analytics : Processing vast amounts of information to uncover patterns and actionable insights. This vision should be aligned with the company’s overall strategy and communicated effectively to every department.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

CSM Magazine

JANUARY 13, 2025

Balancing clear, effective communication with the need to protect sensitive data is a constant challenge. Why the Communication-Security Balance Matters Secure and seamless communication is the backbone of any successful customer service team. What happens?

Communication 52

Communication Tools Customer Service Omni-Channel 52

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. It’s important to set realistic timelines and communicate them clearly to customers. However, clear and consistent communication helps mitigate potential damage. Balancing urgency with thorough decision-making is key.

Feedback 511

Feedback ROI Innovation B2B 511

ECXO

OCTOBER 7, 2024

As a Customer Experience (CX) leader, you hold the key to shaping extraordinary connections and driving meaningful change. By championing the customer experience, you contribute to a world where people feel valued and connected. By analyzing data patterns, CX leaders can make informed decisions that enhance customer interactions.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Comm100

DECEMBER 8, 2024

Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education. Their primary function is to address general inquiries, like tracking orders, troubleshooting basic issues, or providing account information.

Chatbots 130

Chatbots Financial System Course 130