Keatext

MAY 28, 2024

A strong feedback loop is the foundation of your voice of the customer program. Here's how to optimize each stage for best results.

Feedback 52

Feedback How To Customers 52

Experience Investigators by 360Connext

MAY 28, 2024

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives.

Customer Experience 143

Customer Experience Measurement Resources Customers 143

ShepHyken

MAY 28, 2024

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

Hotels 99

Hotels Customer Service Training Customers Tips 99

The DiJulius Group

MAY 28, 2024

Why it is time to Create a Recruitment and Hiring Experience *The following recruitment and hiring excerpt is from our new book, “The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth” So many businesses appear desperate when understaffed, making them less attractive to potential candidates and top talent.

Strategy 98

Strategy Employee Experience Groups Company 98

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

Zeisler Consulting

MAY 28, 2024

I’ve been thinking lately about what causes CX to go south. Well, okay, I do that a lot anyway. Naturally, considering my Framework , I concentrate a lot of my efforts on identifying processes and systems that are causing misalignment with a Brand Promise. After all, as I’ve written previously, CX is really just an excuse to do Process Engineering , right?

Policies 93

Policies System Brands Customer Care 93

Centercode

MAY 28, 2024

Explore product management tips with Maurice as he discusses frameworks, customer feedback, and the role of passion.

Tips 64

Tips Feedback Management Customers 64

Help Scout

MAY 28, 2024

Unlock the power of AIaaS to transform your business with affordable, scalable AI solutions. Learn how to streamline operations and boost customer service.

Customer Service 64

Customer Service How To Customers 64

Forrester's Customer Insights

MAY 28, 2024

Thanks to TuringBots (AI and generative AI for software development), software development is on the cusp of a transformative change, one that promises to redefine the way development teams collaborate, create, and deploy applications.

Software 63

Software Technology Strategy 63

Adrian Swinscoe

MAY 28, 2024

Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.

Banking 59

Banking Retail Marketing Customer Journeys 59

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.

Brands

Forrester's Customer Insights

MAY 28, 2024

Whilst RSA everyone is digesting RSA , I finally had the time to sit down and gather my thoughts on InCyber Forum Lille 2024. This was my first time visiting, one of over 20,000 visitors from over 100 countries.

Conference 57

Conference Customers 57

dscout People Nerds

MAY 28, 2024

This study explores how colorism impacts the AAPI community, and offers tactical solutions for tying ethnographic studies to evaluative product research.

Study 52

Study 52

Optimove

MAY 28, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: A well-crafted Request for Proposal (RFP) is key to ensuring that the chosen solution matches the brand’s needs, supports future goals, and integrates smoothly with existing systems. Key takeaways: Key points marketing experts should elicit from an RFP to ensure they find a scalable, secure vendor solution that boosts marketing automation, customer data platform (CDP), and journey orchestration capabilities: Vendor Exp

Marketing 52

Marketing Analytics Measurement Touchpoint 52

CSM Magazine

MAY 28, 2024

As businesses increasingly turn to technology to enhance their operations, artificial intelligence (AI) is stepping into the spotlight, particularly in the realm of customer service. This transformation is about so much more than automating processes. It’s also about creating a more personalized, efficient, and engaging customer experience. Here’s a look at how AI is reshaping customer service.

Customer Service 52

Customer Service Innovation Chatbots User Experience 52

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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.

Case Study

NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.

Call Center 52

Call Center Contact Center Software Contact Center Abandon Rate 52

CSM Magazine

MAY 28, 2024

Creating a product catalog is an essential task for any business aiming to showcase its offerings in a clear, organized, and compelling manner. Whether you are a startup or an established company, a well-designed product catalog can significantly impact your sales and marketing efforts. Here, we explore the key factors to keep in mind when developing a product catalog that stands out and drives results.

Meeting 52

Meeting Sales Brands Customer Experience 52

SurveySensum

MAY 28, 2024

Have you ever faced an issue that was hard to explain in words alone? Traditional survey questions can capture basic details, but what if you need to show a screenshot of an error, upload a log file, or share a video of the problem occurring? This is where file upload questions come in. They allow users to provide visual evidence, detailed logs, or step-by-step recordings, offering a richer and more precise understanding of the issue they’re experiencing.

Survey 52

Survey Data Video Feedback 52

SurveySparrow

MAY 28, 2024

Patient feedback plays a crucial role in the healthcare industry. Don’t believe me? What if I told you that for every unhappy patient who complains, dozens more leave without a word and never return? Half of the feedback does not even reach your ears, let alone get resolved. And we don’t want that to keep happening, do we? For this, it is important to understand patient feedback, why it is so vital, how to collect it, and its benefits.

Feedback 52

Feedback Healthcare Hospitality Survey 52

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

Trends

Forrester's Customer Insights

MAY 28, 2024

My colleagues Andras Cser, Jeff Pollard, and I recently released new research on a hot topic: cloud detection and response.

Tools 40

Tools Report Data Trends 40

C3Centricity

MAY 28, 2024

Brand building for SMEs is a complex journey. As an SME owner, CEO, or CMO, you may often be overwhelmed by the challenges of establishing and maintaining a strong brand presence. In this article, we’ll explore ten common frustrations of brand building for SME leaders and provide solutions and real-world examples of overcoming them. 1. Inconsistent Brand Messaging Consistency is key to building a strong brand for every company, but achieving it can be a significant hurdle.

Brands 294

Brands Guidelines Social Media Return on Investment 294

2020 Research

MAY 28, 2024

Key Takeaways Voters in Georgia aren’t paying much attention to Trump’s trial in New York, but the outcome may affect their votes. Only a few of the focus group participants could name campaign promises from Biden or Trump. As demonstrations continue at college campuses, these Georgia voters showed more support for the school administrators than the student protestors.

Groups 59

Groups Report Connections Examples 59