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In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions. It also pays off to have customers feel appreciated and valued as customers were willing to pay up to 16% price premium on products and services depending on the business categ
What do you want from your VoC platform? I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ or ‘do you recommend platform X?’. My answer is always the same – it depends on your needs. I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. Most of all I would like you to understand your needs and engage with the right vendors.
Mystery shopping programs offer restaurant operators and managers a unique opportunity to see their business through a guest’s eyes. This powerful tool provides an unbiased perspective on your operations, revealing insights that might otherwise slip through the cracks and uncovering hidden improvement opportunities.
When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. Discover the power of conversational analytics, its benefits, and the key features to look for in a conversational analytics solution.
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.
Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.
Harnessing the power of big data has become increasingly critical for businesses looking to gain a competitive edge. From deriving insights to powering generative artificial intelligence (AI) -driven applications, the ability to efficiently process and analyze large datasets is a vital capability. However, managing the complex infrastructure required for big data workloads has traditionally been a significant challenge, often requiring specialized expertise.
Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.
Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function. The higher the productivity, the better the service, as less time taken will result in increased customer satisfaction while reducing costs.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some social networks are unmoderated and uncensored, while others’ content policies are all about strict guidelines.
As AI continues to dominate the technological landscape in 2024, security, the need for trust, and innovation in advanced computing remain vital. These trends influenced our selection of the next 10 top emerging technologies for 2024.
In today’s digital age, the retail landscape is evolving at a rapid pace. With the rise of e-commerce and the increasing preference for online shopping, traditional brick-and-mortar stores are facing a new set of challenges. But rather than succumbing to the pressure, retailers are embracing these changes as opportunities to reinvent and reimagine the physical storefront.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Research leader Eniola Abioye shares her tried-and-true practices for activating your insights—from building a foundation to fostering cross-departmental relationships.
Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: With stricter requirements from mailbox providers, marketers must now demonstrate agility, both technically and creatively, to maintain inbox placement and drive engagement. Gone are the days when simply targeting engaged users with personalized content was sufficient.
NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. These NPS drivers not only help you improve your NPS score but aids you in prioritizing efforts in the areas that matter most to your customers.
Switching to digital invoices isn’t just about ditching paper. It’s transforming how you connect with customers, bringing convenience and clarity to their experience. You’ll see benefits like real-time tracking and instant delivery at your fingertips. Imagine the time saved when billing becomes as simple as sending a text! This change reduces costs and improves relationships by showing transparency.
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.
This year, Forrester’s B2B Summit EMEA is going to feel different when it takes place on 7th-9th October in London. Based on valuable feedback from participants like you, we’re evolving the event to focus more on practical, hands-on learning, increased peer interaction, and less on theoretical models.
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: You've just landed your first CX leadership role Less Talk, More Action The Hidden Cost of Chasing Every Customer Complaint When More Data Leads to Worse Decisions Th
Walmart leads Forrester’s 2023 US retailer ranking, with Amazon in second. The top 10, representing 38% of total retail sales, remain unchanged from 2022.
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.
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: You've just landed your first CX leadership role Less Talk, More Action The Hidden Cost of Chasing Every Customer Complaint When More Data Leads to Worse Decisions Th
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