BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 156

Contact Center Call Center Comparison Customer Care 156

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

AWS Machine Learning

JANUARY 30, 2024

With the advent of generative AI, today’s foundation models (FMs), such as the large language models (LLMs) Claude 2 and Llama 2, can perform a range of generative tasks such as question answering, summarization, and content creation on text data. However, real-world data exists in multiple modalities, such as text, images, video, and audio. Take a PowerPoint slide deck, for example.

e-support 114

e-support Data Policies Interaction 114

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Customer Service Training 104

Customer Service Training Training Customer Service Marketing 104

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service. It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls.

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

Brandwatch CX

JANUARY 30, 2024

Social media SEO is a hot topic, with millions of consumers using social media to search for their next favorite product. Here's what you need to know.

Social Media 105

Social Media Brands How To Consumers 105

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

dscout People Nerds

JANUARY 30, 2024

Meet the people that matter to you in the moments that matter to them. Qualitative research tools and services for product, innovation, CX, and brand.

Study 92

Study Innovation Meeting Tools 92

Playvox

JANUARY 30, 2024

There’s more to engaging, motivating, and empowering employees than simply giving lip service with buzzwords like “you’ve got this,” “quick win,” and “continuous improvement.” Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short.

Gamification 79

Gamification Contact Center Training Feedback 79

Helpware

JANUARY 30, 2024

What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap in getting the message across let alone indulge in troubleshooting issues. Therefore, the requirements set to contact center agents are crystal clear - a high level of the language they are working with and a good accent, and the accent of an agent is

Contact Center 79

Contact Center Technology Customer Satisfaction Resources 79

Optimove

JANUARY 30, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: For marketers, the right way to measure campaigns is by using a multi-touch attribution model to understand the incremental impact of each touchpoint in a customer journey. In this post, you’ll learn that most platforms will measure the impact of campaigns using a last-touch attribution model.

Customer Journeys 59

Customer Journeys Measurement Multi-Channel Touchpoint 59

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Networking Wednesday May 8 Navigating the Cloud – Networking Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

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kommunicate

JANUARY 30, 2024

Last Updated on January 31, 2024 Imagine a customer visiting your website for the first time and instantly greeted by a friendly virtual assistant, ready to answer any of their questions and guide them toward a purchase. There is no waiting, no calls put on hold, or no navigating confusing menus — just quick, efficient, [.] The post FAQ Chatbot: Benefits, Types, Use Cases, and How to Create appeared first on Kommunicate Blog.

Chatbots 52

Chatbots How To Customers 52

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Networking Wednesday May 8 Navigating the Cloud – Networking Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

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The DiJulius Group

JANUARY 30, 2024

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more.

Loyalty 52

Loyalty Groups Brands Customer Experience 52

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Circular Edge

JANUARY 30, 2024

Unveiling the Cloud - OCI Success Story Wednesday, August 14 Unveiling the Cloud – OCI Success Story Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

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Blake Morgan

JANUARY 30, 2024

                                         The future of streaming is shaping a new horizon for customer experience. With its focus on data-driven personalization and interactive features, Roku is well-positioned to play a key role in shaping the future of the streaming world. Bridging the gap between viewers and brands, Sarah Monahan, U.S.

Customer Experience 52

Customer Experience Advertising B2B Consulting 52

SurveySparrow

JANUARY 30, 2024

Today, every click, every purchase, every opinion is recorded. Businesses and researchers are faced with an overwhelming amount of data. This is the key to understanding consumer behavior, market trends, and societal shifts. But here’s the problem: how do you decipher this data? How do you transform raw numbers and unstructured feedback into actionable insights?

Comparison 52

Comparison Analysis Trends Case Study 52

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. That got me thinking – what interview questions really help identify a great CX professional?

Customer Experience 52

Customer Experience Customer Satisfaction Metrics Feedback 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. It is based on a simple survey question that asks respondents how likely they are to recommend a product or service to a friend or colleague, using a scale from 0 to 10. The responses are categorized as follows: Promoters (9-10), Passives (7-8), and Detractors (0-6).

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

Help Scout

JANUARY 30, 2024

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

Tools 56

Tools 56

Forrester's Customer Insights

JANUARY 30, 2024

Understand the value that you can expect from an ESG data and analytics provider, learn how providers differ, and investigate options.

Analytics 57

Analytics Data Marketing Government 57

Circular Edge

JANUARY 30, 2024

Navigating the Cloud - Identity and Security Wednesday June 12 Navigating the Cloud – Identity and Security Recommended for Technical, Business Analyst, IT Executive (Director, Vice President), etc.

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Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Forrester's Customer Insights

JANUARY 30, 2024

“To personalize or not to personalize?” That is the question today. The answer tomorrow is that you won’t need to consciously think about personalizing individual consumer interactions because companies will graduate to delivering invisible experiences (formerly called anticipatory experiences* in our research).

Consumers 34

Consumers Interaction Company B2C 34

SmartKarrot

JANUARY 30, 2024

Welcome to a deep dive into the intricate world of strategic customer management. As someone who has spent several years navigating the complexities of enterprise and strategic customer relationships, I am excited to share my insights on the art of managing key customers. Before we begin, it’s important to note that the views shared here are solely mine, derived from years of hands-on experience in the field.

Management 10

Management Customer Success Roadmap Analytics 10

Forrester's Customer Insights

JANUARY 30, 2024

“We have a gazillion products to monitor technology, but none of them measure the holistic experience.” -Quote from a recent Forrester client interaction Let’s face it: IT is obsessed with monitoring.

Measurement 32

Measurement Technology Interaction Customer Experience 32