Second to None

SEPTEMBER 3, 2024

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

Customer Journeys 62

Customer Journeys Customer Experience Loyalty Feedback 62

InMoment XI

SEPTEMBER 3, 2024

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.

Analytics 260

Analytics Data Social Media Average Handle Time 260

IntouchInsight

SEPTEMBER 3, 2024

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.

Tools 295

Tools Management 295

C3Centricity

SEPTEMBER 3, 2024

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.

Customer Centricity 156

Customer Centricity Strategy Trends Analytics 156

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

Retail

Helpware

SEPTEMBER 3, 2024

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.

Social Media 87

Social Media Guidelines Policies Communication 87

Brandwatch CX

SEPTEMBER 3, 2024

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

96

96

Second to None

SEPTEMBER 3, 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.

Retail 62

Retail Feedback Touchpoint Omni-Channel 62

Brandwatch CX

SEPTEMBER 3, 2024

Discover the most talked about moments, the most popular para athletes, and the social posts that went viral.

91

91

Optimove

SEPTEMBER 3, 2024

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.

eBook 52

eBook Gamification Policies Guidelines 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

CSM Magazine

SEPTEMBER 3, 2024

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.

Interaction 52

Interaction Customers Financial Customer Satisfaction 52

dscout People Nerds

SEPTEMBER 3, 2024

Research leader Eniola Abioye shares her tried-and-true practices for activating your insights—from building a foundation to fostering cross-departmental relationships.

How To 52

How To 52

Forrester's Customer Insights

SEPTEMBER 3, 2024

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.

Technology 53

Technology Trends Innovation 53

Help Scout

SEPTEMBER 3, 2024

Learn how to improve your customer support efficiency and elevate customer experience with the help of AI.

Customers 45

Customers Customer Experience How To 45

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

Forrester's Customer Insights

SEPTEMBER 3, 2024

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.

B2B 36

B2B Feedback Interaction Customers 36

Retently

SEPTEMBER 3, 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.

B2B 158

B2B NPS Effort Score Survey 158

Forrester's Customer Insights

SEPTEMBER 3, 2024

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.

Retail 33

Retail Sales Trends Customers 33

NobelBiz

SEPTEMBER 3, 2024

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.

Call Center 93

Call Center How To First Call Resolution Contact Center 93

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

Management

AWS Machine Learning

SEPTEMBER 3, 2024

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.

Policies 97

Policies Resources Data Analytics 97

SurveySensum

SEPTEMBER 3, 2024

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.

NPS 52

NPS Analysis Net Promoter Score How To 52

Kustomer

SEPTEMBER 3, 2024

Say Hello to Kustomer Voice! Kustomer is thrilled to announce the launch of native voice capabilities as a part of its comprehensive omnichannel service platform. Now, Kustomer clients can service their customers seamlessly across phone, email, chat, SMS, and social messengers—all within the platform, eliminating the need for third-party integrations.

Omni-Channel 52

Omni-Channel CRM Call Recording Policies 52

eglobalis

SEPTEMBER 3, 2024

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.

e-support 251

e-support Consulting Feedback Survey 251

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

DCX

SEPTEMBER 3, 2024

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

Leadership 52

Leadership e-support Metrics Course 52