SurveySensum

OCTOBER 14, 2024

Want to know your customers’ frequency of returning to buy your products and services? Are they satisfied with the customer service that you offered to them? Well, these are important questions for a company’s success as they help them improve their quality of service and products. The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions.

Voice of Customer 52

Voice of Customer Survey Customer Retention Feedback 52

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.

Customer Experience 347

Customer Experience Customer Journeys Case Study Innovation 347

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. However, excessive survey requests can backfire, and you will notice a decline in both the quality and number of responses you receive over time. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach.

Survey 195

Survey How To Hospitality Feedback 195

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get

Contact Center 156

Contact Center Employee Engagement Culture Training 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

ECXO

OCTOBER 14, 2024

CX Awareness. How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

AWS Machine Learning

OCTOBER 14, 2024

With recent advances in large language models (LLMs), a wide array of businesses are building new chatbot applications, either to help their external customers or to support internal teams. For many of these use cases, businesses are building Retrieval Augmented Generation (RAG) style chat-based assistants, where a powerful LLM can reference company-specific documents to answer questions relevant to a particular business or use case.

Chatbots 125

Chatbots Healthcare System Connections 125

Northridge Group

OCTOBER 14, 2024

Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon of AI integration and leveraging more automation technology to manage labor demands. WFM processes, positioning within the business, empowerment and data alignment is more important than ever before. Siloed and […] The post The Importance of Involving Leadership Teams in Workforce Planning first appeared on Northridge Group.

Leadership 109

Leadership Groups Data Technology 109

Blueshift

OCTOBER 14, 2024

With Black Friday and Cyber Monday quickly approaching, businesses are gearing up to capture customers’ attention during one of the most profitable holidays for e-commerce. One of the biggest opportunities lies in reactivating dormant customers—existing customers who haven’t engaged or purchased in a while. These customers are valuable because they’ve already shown interest in your brand.

Strategy 105

Strategy Engagement Customers Marketing 105

The DiJulius Group

OCTOBER 14, 2024

The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they.

Culture 94

Culture How To Training Groups 94

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

ShepHyken

OCTOBER 14, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?

Customer Centricity 85

Customer Centricity Strategy Measurement Culture 85

Totango

OCTOBER 14, 2024

Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Account executives can’t sell like it’s 2017 anymore.

ROI 71

ROI Marketing How To Effort Score 71

AWS Machine Learning

OCTOBER 14, 2024

Amazon Bedrock Agents enable generative AI applications to perform multistep tasks across various company systems and data sources. They orchestrate and analyze the tasks and break them down into the correct logical sequences using the reasoning abilities of the foundation model (FM). Agents automatically call the necessary APIs to interact with the company systems and processes to fulfill the request.

Policies 78

Policies Insurance Resources System 78

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.

Sales 62

Sales Customer Success ROI Tips 62

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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

Optimove

OCTOBER 14, 2024

Discover the latest email strategies to grab the attention of your customers Download Now Why It Matters: This post highlights the growing challenge of marketing fatigue, particularly during the holiday season when customer engagement is critical. By October, over half of consumers expect to feel overwhelmed by brand messaging, putting retailers at risk of losing attention.

Consumers 59

Consumers Marketing eBook Omni-Channel 59

CSM Magazine

OCTOBER 14, 2024

Imagine a world where health meets technology, changing the way we understand healthcare forever. Think of a world where you set up an appointment with your physician over lunch or have a specialist evaluation from your couch. You guessed it right; this isn’t a glimpse into the future but what we call Telemedicine. This digital leap brings you convenience and efficiency, delivered straight to your door.

Healthcare 52

Healthcare Customer Service Hospitality Customers 52

Think Customers

OCTOBER 14, 2024

Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). As brands try to stay on the cutting edge of technology – and one step ahead of their competitors – the compulsion to adopt AI, and the sheer number of tools available, can be overwhelming.

Contact Center 52

Contact Center Self Service ROI Training 52

CSM Magazine

OCTOBER 14, 2024

Join the discussion on modernising legacy systems for regulated industries; 20 November 2024, 13:00 GMT Wordwatch , a provider of compliance archiving and records management solutions, is hosting a webinar on 20 November 2024 to discuss the critical findings from its latest whitepaper, The Cost of Doing Nothing: The Risks and Solutions for Compliance Archiving and Records Management.

Multi-Channel 52

Multi-Channel Management Case Study Government 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

BirdEye

OCTOBER 14, 2024

Every multi-location business strives for consistency in customer experience and service quality. However, maintaining consistent local listings online is also crucial for success. Customer interactions often begin with finding a business online, and your listing sets the tone for the entire relationship. For multi-location businesses, local listing management can be a one-size-fits-all solution.

Management 52

Management Multi-Channel Brands Tools 52

CSM Magazine

OCTOBER 14, 2024

A furniture configuration tool lets shoppers digitally interact with products in real-time, offering an immersive experience far beyond static images. Users can manipulate product views, zoom in for details, and personalize options such as materials, colors, and finishes. This dynamic interaction allows them to see exactly how a piece of furniture would look in their home, transforming the online shopping process into something far more engaging and realistic.

Tools 52

Tools Customer Experience Retail Interaction 52

Circular Edge

OCTOBER 14, 2024

InFocus 2024 Recap & Highlights This year’s InFocus featured lots of love for JD Edwards, from incredible learning experiences, valuable networking opportunities , a unique customer appreciation event and connecting with new & longtime JDE friends One of the things I enjoy most about the JDE community is the opportunity to gather in one place to share and experience all of the amazing customer stories and innovative solutions.

Conference 52

Conference Case Study System Financial 52

Help Scout

OCTOBER 14, 2024

We're in the midst of the race to fill a market gap created by generative AI.

Marketing 59

Marketing 59

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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

OCTOBER 14, 2024

“The decline in soft skills is one of the major threats to the Republic.” Prof. Joseph Fuller, Harvard University as stated at MN Tech Talent conference, October 11th, 2024, Bloomington, Minnesota. Every so often, I attend a conference that knits together disparate influences into something greater.

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Conference Customers 26