Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.

Culture 143

Culture Resources Feedback Customer Experience 143

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn

Customer Experience 124

Customer Experience Call Center Social Media Video 124

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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

BirdEye

NOVEMBER 7, 2023

Imagine yourself sitting in a café observing a group of people using abbreviations like ‘BRB’, ‘IDK’, and ‘ICYMI,’ in their text messages. Although it may appear as if they’re speaking a new language, they are actually utilizing the power of text abbreviations. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world.

How To 116

How To Social Media Communication ROI 116

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.

Sales 115

Sales Automotive Tips Advertising 115

ShepHyken

NOVEMBER 7, 2023

Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv

Policies 101

Policies Meeting Customer Service Training Customers 101

Blake Morgan

NOVEMBER 7, 2023

                             What’s the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreem

Contact Center 98

Contact Center Metrics Chatbots Customer Centricity 98

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the third part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 2 which explains how to implement one of the SAP CDC passwords less authentication.

How To 85

How To Data Customer Experience Customers 85

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

Cyara

NOVEMBER 7, 2023

Whenever your customer or agents face poor audio quality, their phone conversations will drag. This causes frustration and fatigue for both parties and can lead to negative experiences. Not only that, but it hampers your call duration and first call resolution rates, which in turn impacts your bottom-line. This blog will help you to better understand PESQ (Perceptual Evaluation of Speech Quality) and its role in delivering top-notch audio quality to your customers.

First Call Resolution 76

First Call Resolution Customer Experience Contact Center Customers 76

Optimove

NOVEMBER 7, 2023

As marketers we need data at our fingertips to unlock customer insights, getting innovative ideas for engaging campaigns, and perfectly orchestrating communications to each customer. And then achieving all that at scale? Seems like a wish from our wildest dreams. That’s exactly what OptiGenie does. As your customers, marketing, and technology evolves, so too does Optimove’s AI.

Marketing 83

Marketing Multi-Channel Groups Customer Journeys 83

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the second part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 1 which explains how to implement one of the SAP CDC passwords less authentication.

How To 76

How To Data Customer Experience Customers 76

Helpware

NOVEMBER 7, 2023

Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them about your service or product. A good customer service agent doesn't just communicate and answer questions, they try to figure out why the client is unhappy and help fix the problem to make them feel happier.

How To 76

How To Communication Customers Customer Service 76

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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

SAP Customer Experience

NOVEMBER 7, 2023

How the Customer Data Platform is Redefining Retail By Peter Gergen, Solution Architect CX Currently, there is a transition from traditional retail experiences, characterized by generic product placements, impersonal offers and often frustrating checkout lines, to individually tailored customer experiences with a special focus on customer interests.

Retail 73

Retail Customer Insights Customers Data 73

Clarivate

NOVEMBER 7, 2023

Generative AI presents enormous opportunities to transform how scientific and scholarly research is carried out. Faced with the pressure to publish, a more complex research environment to navigate, and growing administrative demands, researchers need better tools available to them. To meet these challenges, Clarivate is developing cutting-edge AI technology that will remove roadblocks in the research and publishing process and ultimately contribute to the betterment of research.

Roadmap 64

Roadmap Consulting Innovation Technology 64

SAP Customer Experience

NOVEMBER 7, 2023

Welcome to the final part of the Passwordless authentication process with SAP CDC series. This blog series mainly focuses on how we implement the passwordless authentication using SAP CDC. This is a continuation to the Part 3 which explains how to implement one of the SAP CDC passwords less authentication.

How To 65

How To Data Customer Experience Customers 65

Zonka Feedback

NOVEMBER 7, 2023

With only two possible answers, collecting feedback using Yes or No surveys is one of the most effective ways to maximize response and capture actionable insights. Yes or no surveys, also known as dichotomous survey scales, allow respondents to provide quick and straightforward answers by choosing between two options: yes or no.

Feedback 59

Feedback Survey Management 59

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

NOVEMBER 7, 2023

What is the impact when IP departments are regularly asked to “do more with less”? Employees may feel that they are paying the price and burnout is on the rise. Instead, with thoughtful evaluation, IP legal teams can find areas of efficiency to work smarter with less. IP legal teams continue to face a universal business challenge: how to do more with less.

Consulting 59

Consulting Case Study Study Technology 59

2020 Research

NOVEMBER 7, 2023

You’ve probably heard that the chances of a new product, advertisement, or marketing messaging being rejected by customers are pretty high. In fact, 89% of new products fail in the market within their first five years. How can you improve your company’s success rate? There’s a step of product, ad, or messaging development that’s absolutely essential – concept testing.

Marketing 52

Marketing Return on Investment Competitive Advantage Comparison 52

SurveySparrow

NOVEMBER 7, 2023

Just as we lay back and imagine, “What more can AI do?” OpenAI came up with an array of ChatGPT plugins! I mean, can things get any easier? (Well, you never know until the next update!) Now, choosing the right plugin for your requirements is crucial for a seamless experience. And, once you do, getting your way around it might be a little confusing.

Interaction 52

Interaction Social Media Survey Hotels 52

Helpt

NOVEMBER 7, 2023

Software has revolutionized our world, becoming as crucial to our daily lives as the very air we breathe. With its unparalleled ability to empower creation, organization, communication, and analysis, software has forged paths into uncharted territories of human achievement. Yet, within this digital marvel lies an inherent vulnerability to the unexpected—glitches, errors, and bugs that can turn revolutionary tools into sources of frustration.

Software 52

Software Customer Satisfaction Loyalty Feedback 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

SurveySensum

NOVEMBER 7, 2023

Did you know that 79% of people shop on their mobile devices at least once in 6 months And no matter how attractive or data-driven your marketing campaigns are if you don’t provide a positive mobile CX to your customers then they are 62% less likely to make any future purchases from you? That’s why this should come as no surprise that the quality of mobile customer experience you provide to your customers has a profound impact on satisfaction, loyalty, and overall business performance.

Self Service 52

Self Service Customer Experience Multi-Channel e-support 52

Lithium

NOVEMBER 7, 2023

Hello Atlas members! If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Knowledge Base 52

Knowledge Base Metrics Video Government 52

Gainsight

NOVEMBER 7, 2023

Does this scenario sound familiar? Customer data scattered across various systems, workflows bottlenecked by manual processes, and an overarching need for a more unified and efficient approach. This was the situation Sana Benefits was experiencing, and it rings true for countless organizations working to navigate their customer success maturity in order to deliver efficient growth in their business.

Customer Journeys 52

Customer Journeys Customer Success Tools System 52

CSM Magazine

NOVEMBER 7, 2023

Salesforce, one of the world’s leading customer relationship management (CRM) platforms, offers powerful tools for businesses to manage their sales, marketing, and customer service operations. Beyond its out-of-the-box capabilities, Salesforce provides a robust development environment that allows organizations to customize and extend the platform to meet their unique needs.

CRM 52

CRM Customer Relationship Management Resources Tools 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

Circular Edge

NOVEMBER 7, 2023

Effortless and Efficient Inventory Management using AtomIQ November 14, 11am ET Countdown to Year-End: Make your inventory management effortless and efficient with AtomIQ! As the year draws to a close, businesses are gearing up to assess their inventory, reconcile stock levels, and plan for the year ahead. AtomIQ simplifies the process and ensures that you end the year on a high note.

Management 52

Management How To 52

Kustomer

NOVEMBER 7, 2023

Zendesk is a mega player in customer service software, competing primarily with Kustomer, Freshdesk and Gorgias. And with over 50,000 paying customers (largely small businesses with B2B transactional models), Zendesk is a respectable brand name. But don’t get lost in the allure of their mighty brand name and powerful corporate marketing, because the Zendesk customer disappointment is real.

Omni-Channel 52

Omni-Channel Self Service Multi-Channel Knowledge Base 52

CX University

NOVEMBER 7, 2023

To meet the market demands for quality online instruction and preparation for Certified Customer Experience Professional (CCXP), CX University (CXU) launches its CCXP Exam Prep Course. CX University CX University first launched their CX Foundations Series in 2016, offering six online courses covering the core concepts of the Customer Experience discipline.

Course 52

Course Roadmap Customer Experience Professionals ROI 52