InMoment XI

JANUARY 4, 2023

The XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.

Engagement 329

Engagement Customer Engagement Video Innovation 329

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. In a recent podcast with Customer Experience pioneer Joe Pine, we explored the idea of time well spent. Each of these definitions was unique and oddly familiar.

Customer Engagement 147

Customer Engagement Engagement How To Fashion 147

Upstream Works

JUNE 1, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

Customer Engagement 141

Customer Engagement Engagement Connections Customers 141

AWS Machine Learning

DECEMBER 11, 2024

Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI.

Sales 107

Sales Customer Engagement Engagement Knowledge Base 107

ShepHyken

NOVEMBER 25, 2024

AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.” ” “What do customers care about?

Customer Engagement 93

Customer Engagement Engagement Average Handle Time Contact Center 93

ECXO

OCTOBER 27, 2024

How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

eglobalis

JULY 31, 2024

CDPs and data integration tools streamline data collection and unify customer profiles, providing a holistic view that aids in delivering consistent and personalized experiences. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

Blueshift

OCTOBER 2, 2024

This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth. By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience.

Interaction 111

Interaction Engagement Data Customer Engagement 111

ECXO

AUGUST 12, 2024

MarTech solutions have dramatically transformed B2B customer engagement across different regions. Integration and Interoperability: The future of MarTech lies in the seamless integration of platforms, unifying disparate data sources into a cohesive customer view.

Customer Experience 365

Customer Experience e-support Social Media B2B 365

eglobalis

SEPTEMBER 5, 2024

How it complements CX : Combining churn rate with CX feedback helps identify emotional and experiential triggers behind customer exits. Customer Health Score (CHS) A composite metric evaluating customer engagement, usage frequency, and satisfaction.

Metrics 322

Metrics Customer Success Customer Experience Effort Score 322

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

NOVEMBER 12, 2024

Benefits of Social Media Monitoring When brands consistently track and analyze social media mentions, they can use those findings to assist their brand reputation management efforts, improve the customer experience, and capitalize on market insights. Sprout Social Sprout S ocial is known for its robust analytics and customer engagement tools.

Social Media 360

Social Media Analysis Metrics Analytics 360

Alida

JULY 14, 2021

At Alida, we define a digital insight community as a customer engagement platform you can use to uncover agile, actionable insights from the right people at the right time—at scale. How would you describe a digital insight community and its value to your organization? And how do we know? Well, we invented it.

Tips 246

Tips Customer Engagement Engagement Customers 246

eglobalis

DECEMBER 17, 2024

link] Forrester’s B2C Marketing & Customer Experience Predictions 2025: Price Sensitivity Will Lead to a 25% Decline in Brand Loyalty [link] The post CX 2025: The AI Revolution That Will Leave Your Business Behind appeared first on Eglobalis.

Net Promoter Score 221

Net Promoter Score Effort Score B2B NPS 221

ECXO

MAY 15, 2023

Implementing a MadTech approach opens the door to many other customer engagement opportunities, such as retail media networks, internal and external data monetization, and on-demand (advertising and subscription) video business models. Read the full article where it was originally published HERE The post Are you ready for MadTech?

Tips 400

Tips Net Promoter Score Advertising Customer Journeys 400

InMoment XI

OCTOBER 21, 2021

If the examples listed above are not interactions, but engagements, are they considered part of your customer experience? The Intersection Between Customer Engagements and Customer Experiences. You better believe it. .

Interaction 361

Interaction Customer Experience Ecommerce Customers 361

ECXO

AUGUST 29, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 296

Customer Experience Data Omni-Channel Banking 296

Comm100

NOVEMBER 23, 2022

We know that among customer service trends in 2023 and beyond, customers will increasingly expect personalized service. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak.

Trends 235

Trends Customer Service Chatbots Omni-Channel 235

ECXO

JULY 4, 2023

Overcome your operational challenges and boost your customer engagement. SAS #realtimeanalytics #analyics #customerexperience The post Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time appeared first on ECXO - European Customer Experience Organization. From hard work to heroic performance.

Analytics 374

Analytics Marketing Fashion Advertising 374

Experience Investigators by 360Connext

JULY 9, 2024

We’ll illustrate the revolutionary impact of AI on revenue generation, supply chain optimization, and customer service using real-world examples that bridge fashion and other sectors. Curious about how AI can elevate customer engagement and productivity?

Fashion 284

Fashion B2C Hotels Insurance 284

Experience Investigators by 360Connext

OCTOBER 24, 2023

Have you ever wondered what would happen if customer feedback could be harnessed for a greater cause? We bring you the intriguing story of VOTO, a company that’s doing just that by combining customer engagement with a social cause.

Retail 270

Retail Connections Innovation Loyalty 270

ECXO

AUGUST 15, 2023

As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement. So the question becomes, if we can make digital twins of machines, can we make them for customers too, and what are the possibilities?

Customer Journeys 294

Customer Journeys Analytics Data Brands 294

ijgolding

APRIL 9, 2020

It is an all-in-one platform empowering brands to deliver the ultimate experience to their customers. CEMantica is a customer-centric company that helps you build a memorable connection with your customers engaging them with your brand. and take immediate and tailored actions within your organisation. Eytan Hattem.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Comm100

MAY 16, 2021

And the great thing is, this can all be achieved without sacrificing the personal touch that is so important to customer engagement and loyalty. . Chatbots are the ultimate tool for speeding up customer service. Recommending reading : What does Omnichannel Customer Engagement mean? . – Chatbots .

Software 194

Software Social Media Knowledge Base Omni-Channel 194

ECXO

JANUARY 25, 2022

He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Innovation Analytics Employee Experience 296

Comm100

DECEMBER 2, 2021

In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. Read more – Comm100 Live Chat Routing.

Financial 244

Financial Trends Customer Experience Omni-Channel 244

ECXO

FEBRUARY 26, 2024

In the context of customer decisions, they can be used to encourage positive behaviors, increase customer engagement, boost sales, and even foster customer loyalty. The art of influencing customers’ buying behavior is a fascinating field that combines marketing, psychology, and human behavior.

Sales 345

Sales Customers Social Media Examples 345

eglobalis

NOVEMBER 3, 2024

By using AI to anticipate customer needs and automate routine inquiries, Hailo frees its support teams to focus on delivering personalized, high-value interactions, ensuring that clients feel heard and valued.

B2B 442

B2B Culture Innovation Loyalty 442

CSM Magazine

DECEMBER 16, 2024

Tata Communications has unveiled Kaleyra AIan innovative, AI-powered flagship portfolio poised to transform customer interactions. This innovative suite will initially feature three distinct capabilities that surpass traditional communication tools.

Communication 52

Communication Engagement Customer Engagement Competitive Advantage 52