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Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.
You’ve crafted your survey—fine-tuned the questions, ensured they’ll gather the insights you need, and polished the design to make it visually appealing. But creating a great survey is only half the battle. To truly maximize its impact, you need an effective survey distribution strategy.
This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.
In this post, we present a solution that harnesses the power of generative AI to streamline the user onboarding process for financial services through a digital assistant. Onboarding new customers in the banking industry is a crucial step in the customer journey, involving a series of activities designed to fulfill know your customer (KYC) requirements, conduct necessary verifications, and introduce them to the bank’s products or services.
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.
Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.
Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.
Time series forecasting is a critical component in various industries for making informed decisions by predicting future values of time-dependent data. A time series is a sequence of data points recorded at regular time intervals, such as daily sales revenue, hourly temperature readings, or weekly stock market prices. These forecasts are pivotal for anticipating trends and future demands in areas such as product demand, financial markets, energy consumption, and many more.
Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
As information floods the business world, leaders strive to gain a competitive edge—seeking ways to make smarter choices, manage risk, and drive sustainable growth. But here’s the reality: none of that happens without reliable data governance. This task is far more than a back-office function. Proper oversight turns raw resources into a powerful asset, fueling innovation and success.
This post is co-written with Less Wright and Wei Feng from Meta Pre-training large language models (LLMs) is the first step in developing powerful AI systems that can understand and generate human-like text. By exposing models to vast amounts of diverse data, pre-training lays the groundwork for LLMs to learn general language patterns, world knowledge, and reasoning capabilities.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
In today’s competitive market, having great products isn’t enough. Your packaging needs to stand out and leave a lasting impression on your customers. But memorable packaging isn’t just about looking good – it’s about functionality, sustainability, and branding consistency. Let’s break down five key elements that can make your business packaging truly unforgettable.
Launching a new business is an exciting milestone but it does come with a lot of challenges. Putting your brand in front of the right people can be difficult. Effective marketing is essential for building awareness of your brand. Attracting customers and driving sales will be the result of great marketing. However, with so many options out there, finding out where to start can be a bit overwhelming.
See the difference control groups make in this guide Download Now Why it matters: Optimove’s Predictive Models enable marketers to develop proactive strategies by forecasting customer actions at every step of their lifecycle. Whether it’s predicting conversion rates, identifying top spenders, gauging churn risk, or estimating future value, Predictive Models offer deep insights that help marketers create personalized, targeted campaigns that drive growth.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Customer satisfaction measures how well a business exceeds or meets customers’ expectations. Keeping customers happy and satisfied is critical for the growth and success of every business. Customer satisfaction fuels profits and high revenue, improves brand reputation, and increases customer loyalty and retention. However, people’s preferences and interests have drastically changed, making it difficult for businesses to keep up with the ever-changing customer preferences and expectat
AI has many benefits for market researchers and insights analysts. It reduces time-consuming tasks, delivers deeper insights faster, and unlocks time for strategic work. However, AI also comes with risks that can be challenging to assess and mitigate, especially in the crowded AI marketplace. Knowing what's AI and what's AI washing is difficult and there are limited guidelines for evaluating AI solutions.
The big picture is clear. Customer success teams are critical to the health of SaaS organizations. Their top metrics are almost all revenue-driven. Companies with higher NRR are also more likely to invest in CS. But are CS teams’ goals, budgets, and tech stacks keeping up? Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more
According to a recent study just 23% of consumers were “very satisfied” with the customer experience. Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […] The post There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja first appeared on Adrian Swinscoe.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in … Continue reading → The post Powerful Lessons in Innovation appeared first on Brad Cleveland.
Weekly inspiration, education, and coaching for customer-obsessed leaders. Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Forget the Happy Customers and Flashy Success Stories The Unseen Hustle That Powers CX The Jobs That Truly Matter Why the Grind is the Backbone of CX Finding Strength in the Struggle Let’s Rewrite the CX Narrative Ready?
Britam Insurance Company initiated Customer Service Week with a focus on the pivotal role of customer service in their business success. The week-long celebration, themed Above and Beyond, aims to recognize the exceptional efforts of the customer service team in ensuring client satisfaction and fostering strong relationships. Wales Meja, the company’s CEO, highlighted the centrality of customers in their operations, emphasizing the team’s commitment to providing outstanding service a
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