Alida
JANUARY 25, 2024
Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.
InMoment XI
JANUARY 25, 2024
When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. That is where InMoment believes that evaluative Analyst reports like the Gartner® Magic Quadrant can come in. What is the Gartner Magic Quadrant? Gartner defines this report as: “A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s
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AWS Machine Learning
JANUARY 25, 2024
Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.
BirdEye
JANUARY 25, 2024
Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.
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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.
Beyond Philosophy
JANUARY 25, 2024
You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
MyCustomer
JANUARY 25, 2024
Colin Shaw discusses how a sophisticated customer journey map can provide the insight needed to understand how the customer thinks and feels.
BirdEye
JANUARY 25, 2024
In 2023, the digital landscape witnessed a revolution, and Google Business Profiles (GBPs) were at its heart. As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.
Customer Enthusiast
JANUARY 25, 2024
Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks.
Helpware
JANUARY 25, 2024
Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
ChurnZero
JANUARY 25, 2024
How will customer success jobs, and the skills they require, evolve in 2024? In the following guest post, Swati Garg founder and CEO, and Lindsay Lynch , senior recruitment consultant at Melo Associates, a customer success and professional services recruitment firm , explore the key trends shaping CS roles and specializations in 2024, and the skills and experiences that CS professionals and leaders should build to capitalize on them.
BirdEye
JANUARY 25, 2024
In 2023, the digital landscape witnessed a revolution, and Google Business Profiles (GBPs) were at its heart. As we step into 2024, it’s time to dive deep and truly understand the role these profiles play in the success stories of businesses everywhere. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.
Team Support
JANUARY 25, 2024
Selecting the right customer support solution can feel like a daunting task, especially with so many options available in the market. However, it's a crucial decision that can significantly impact the success of your customer service department and, consequently, your business at large. Here are some tips from our TeamSupport experts on how to choose the solution that fulfills your requirements without breaking the bank.
Daniel Group
JANUARY 25, 2024
Are You Using Humor in CX to Increase your Customer Loyalty? Want to make your customer experiences memorable at your company? Use humor. Why? Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX.
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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.
CSM Magazine
JANUARY 25, 2024
The UPS Store is known for providing reliable, efficient, and high-quality customer service. Let’s see how they do it. With over 5,000 locations worldwide and a team of experts, The UPS Store has become a one-stop-shop for all customer’s shipping, packaging, and printing needs. Best Customer Service Award In 2023, The UPS Store was recognized by Forbes on it’s Best Customer Service list, where it reached the number one spot.
Think Customers
JANUARY 25, 2024
It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show ,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. It dominated panel discussions, powered nearly every product demo on the trade show floor, and featured in economic forecasting discussions.
Gainsight
JANUARY 25, 2024
Manual customer training, i.e., 1:1 sessions with Customer Success Managers (CSMs), PDFs, webinars, etc.—had its day. But it’s quickly falling out of favor, diminishing the customer experience, and putting unnecessary pressure on already strapped customer-facing teams. Why? Because manual customer training doesn’t meet the learning preferences of your customers, and they’re drowning your teams in a sea of manual and time-consuming tasks—tasks that prevent them from focusing on customer retentio
SurveySensum
JANUARY 25, 2024
Not too long ago, I completed a project for a client, and they were genuinely satisfied with our work. Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? The prospect was thrilling, but then, I found myself in a bit of a conundrum – the tricky task of asking for a REFERRAL.
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.
SurveySparrow
JANUARY 25, 2024
Are you having a hard time finding the right online form builder? Choosing what’s best for you should not be such an arduous task. Right? Believe it or not, the team and I had a brainstorming session on Formstack vs Jotform the day before, and it was fun! No complications, no code-stuffed analysis. It was just a bunch of friends sharing facts.
My Customer
JANUARY 25, 2024
You might recall how I like to say, "None of us are as clever as all of us." Recently I decided that I would like to leverage the power.
Forrester's Customer Insights
JANUARY 25, 2024
Accounts payable (AP) invoice automation is a rapidly growing market. Drivers include: the digital transformation of the CFO office, focus on cost reduction and operational efficiency, and advancements in technologies like AI/ML. This market is highly competitive, with numerous vendor choices available.
SmartKarrot
JANUARY 25, 2024
Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects. These products range from a simple checklist app or calendar to organize small projects to robust tools that provide an overview of the entire project lifecycle and offer advanced features such as automatio
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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.
Forrester's Customer Insights
JANUARY 25, 2024
Although the identity and access management (IAM) market is still emerging in China, its importance and priority have grown significantly due to digital transformation trends, regulatory requirements, and increasingly sophisticated cyberattacks and the resulting data breaches. Identity and access management solutions enable companies to manage internal and external identities.
SmartKarrot
JANUARY 25, 2024
Introduction Project management is the art and science of planning, executing, and controlling complex tasks and activities to achieve specific goals and objectives. Project management software is an umbrella term referring to a wide range of platforms designed to help people manage projects. These products range from a simple checklist app or calendar to organize small projects to robust tools that provide an overview of the entire project lifecycle and offer advanced features such as automatio
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