NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM).

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 287

Customer Engagement Engagement Competitive Advantage Entertainment 287

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience. Jeannie Walters dissects the frustrations many face and shares insights on creating a seamless reward system that delivers on its promises.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.

Advertising 156

Advertising Customer Service Training Interaction Customer Experience 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

Alida

MARCH 12, 2024

This article explains ResearchOps and offers five ways UX researchers can improve marketing research efforts.

Marketing 130

Marketing User Experience 130

Playvox

MARCH 12, 2024

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product.

Contact Center 78

Contact Center How To Call Center Gamification 78

AWS Machine Learning

MARCH 12, 2024

This post is co-written with Justin Miles, Liv d’Aliberti, and Joe Kovba from Leidos. Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. In this post, we discuss how Leidos worked with AWS to develop an approach to privacy-preserving large language model (LLM) inference using AWS Nitro Enclaves.

Chatbots 114

Chatbots Data Policies Healthcare 114

Cyara

MARCH 12, 2024

High latency can dramatically affect the quality of your voice and video calls. Learn more about its effects and how it’s measured.

Measurement 76

Measurement Video Contact Center Call Center 76

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. It’s vital that we stay in touch with our network, to learn from both the issues they’re facing in their businesses, and the solutions they’re putting in place. We had a brilliant day talking to current and future clients, and we’re excited to share what we’ve learned (Sharing best practice is step 5 in the collaborative model we use when working alongside our clients to improve their VOC programme!

Conference 62

Conference Trends Customer Service Feedback 62

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.

Data

Optimove

MARCH 12, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it matters: Optimove’s new Insights Report dives deep into the trends and behaviors of sports bettors during this highly anticipated event, providing valuable insights to help sportsbook operators optimize their strategies and maximize their profits. The Report revealed that March Madness is not just about basketball – it’s also a prime time for sports betting.

Report 59

Report Trends Sports Analysis 59

Gainsight

MARCH 12, 2024

Kevin Costner’s famous quote from Field of Dreams , “If you build it, he will come,” still inspires millions, but it doesn’t apply to your digital customer academy. You can devote yourself to finding the perfect leader, setting realistic goals , and customizing every corner of your academy, but launching an impactful program requires more than a sturdy infrastructure; it requires courses that guide your customers to their desired outcomes.

Course 52

Course Tips Measurement Exercises 52

Ascribe

MARCH 12, 2024

Welcome to the debut episode of the Ascribe podcast, where industry leaders Gustav Jaeckel, Ascribe’s Managing Director, EMEA, and Chrissy Stevens, Ascribe Vice President, Services, share experiences and insights on the market research and customer insights industries. Founded in 1999 with the goal of developing an online solution to code open end comments, Ascribe has become an industry leader serving roughly 75% of the top 50 market research firms globally by increasing the speed and accuracy

Exceptional Customer Service 52

Exceptional Customer Service Innovation Industry Software 52

Blake Morgan

MARCH 12, 2024

                                               Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. The digital age has transformed how businesses interact with customers, but not always for the better.

Customer Satisfaction 52

Customer Satisfaction Self Service Social Media How To 52

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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

SurveySensum

MARCH 12, 2024

What makes a survey truly an experience? – When there are no unnecessary questions and taking the survey feels quick and conversational. And what helps in creating such highly engaging and SMART surveys? Enter Survey Logic. So with an impeccable survey design , coupled with survey logic, there is nothing that can stop you from avoiding low survey completion rates and inaccurate data.

Survey 52

Survey Data Effort Score Analysis 52

SurveySparrow

MARCH 12, 2024

Guess what? Today, we’re diving into the world of website feedback tools. And not just any tools, but the top 15 of 2024. Why? Because your website isn’t just a website. They are like digital storefronts; every visitor has a story, suggestion, or pain point they’re just waiting to share. The trick? You’ve got to have the right tools to hear them out.

Tools 52

Tools Feedback Analysis Analytics 52

NobelBiz

MARCH 12, 2024

In a recent enlightening episode of The Chris Voss Show , Steve Bederman, CEO of NobleBiz and a luminary in the contact center industry, shared the tapestry of his entrepreneurial journey. His story is one of transformation, from starting as a call agent to ascending to the helm of a global leader in communications technology. Bederman’s appearance on the podcast provided a treasure trove of insights, not just about the trajectory of his career but about the essence of entrepreneurship its

Leadership 52

Leadership Contact Center Travel Video 52

SurveySparrow

MARCH 12, 2024

Is Google Forms HIPAA compliant? I’m sure, if you’re in the healthcare industry, this question might have popped up at least once in your mind. HIPAA sets the standard for protecting sensitive patient data. But how does Google Forms do it? How do they measure up to these requirements? (Oh, I have also added a detailed table comparing Google Forms with an Alternative to help you review your choice.

Data 52

Data Healthcare Comparison Multi-Channel 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

Clarivate

MARCH 12, 2024

For the approximately 10% of biopharma candidates that actually manage to make it to clinical trials, many fail to achieve enough revenue once they reach the market to justify the R&D effort. In fact, one-third of drugs launched over a recent 10-year period fell short of sales expectations. Although some companies have the financial wherewithal and portfolio diversity to weather slower-than-expected sales trajectories or outright product failures, others are forced to sell off assets, seek a

Government 52

Government Policies Financial Sales 52

Genroe

MARCH 12, 2024

Unlock the power of customer loyalty with this ultimate guide to choosing the right NPS software for your business - whatever it's size. The post The Ultimate Guide to The Best NPS Software in 2024 appeared first on Genroe | Customer Experience | Net Promoter Score.

Net Promoter Score 52

Net Promoter Score NPS Software Loyalty 52

Centercode

MARCH 12, 2024

How Alex Larsen's hectic support tech days gave him beta test management superpowers.

Customers 69

Customers Management 69

dscout People Nerds

MARCH 12, 2024

With the right approach and an improved research platform through dscout, KEEN unearthed deeper customer understanding than ever before.

Marketing 52

Marketing Customers 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

Forrester's Customer Insights

MARCH 12, 2024

As digital threats grow more sophisticated and European and international regulatory landscapes more intricate, the role of cybersecurity consulting services is critical. Hence, I’m excited to announce The Forrester Wave™: Cybersecurity Consulting Services In Europe, Q1 2024 (available for Forrester clients).

Consulting 55

Consulting Marketing Report Trends 55

Help Scout

MARCH 12, 2024

Discover how customer engagement metrics can transform your business strategy for better, more personalized customer experiences.

Metrics 53

Metrics Customer Engagement Engagement Strategy 53

Forrester's Customer Insights

MARCH 12, 2024

Google unveiled Meridian, an open-source marketing mix modeling (MMM) tool aimed at tackling crucial measurement challenges. MMM gauges the impact of marketing and media investments on vital performance indicators like sales or revenue, while also forecasting the revenue potential of marketing endeavors.

Tools 55

Tools Marketing B2C Measurement 55

Gainsight

MARCH 12, 2024

This is a very exciting time to be in the Customer Success (CS) profession. As economies and customer expectations shift and evolve, we as CS professionals need to evolve with them. One main topic of discussion that is getting a lot of attention in the CS space is how Customer Success can be more of a revenue-generating department. There are a lot of ideas being thrown around as to how this can be done.

Customer Success 52

Customer Success ROI Metrics Sales 52

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

MARCH 12, 2024

Read the latest Forrester blog from Principal Analyst Lily Varon and Senior Researcher Nicole Murgia on consumer retail payment preferences.

Retail 61

Retail Consumers Omni-Channel Customer Insights 61

CSM Magazine

MARCH 12, 2024

Chatfuel , the behind-the-scenes chatbot builder with a long history as the provider of the majority of Facebook messages, today announces the immediate availability of a suite of autonomous generative AI agents. The sales-focused AI agents are optimized for SMBs in ecommerce, enabling customers to proceed through the sales cycle without human involvement.

Chatbots 52

Chatbots Sales Ecommerce Social Media 52

2020 Research

MARCH 12, 2024

Key Takeaways Focus group participants talked about their views on Joe Biden and Donald Trump and revealed who would have their vote They also discussed their opinions on Kamala Harris and their worries about the U.S. economy These voters don’t feel like Trump understands their needs, especially after hearing remarks he made about his indictments during a speech in February Elevate Your Recruitment Today Learn how In this Article Quick Views on the Presidential Candidates Voting Preferences of t

Groups 52

Groups Policies Video Resources 52