InMoment XI

OCTOBER 8, 2024

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.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

IntouchInsight

OCTOBER 8, 2024

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.

Survey 156

Survey Strategy Tools Tips 156

Experience Investigators by 360Connext

OCTOBER 8, 2024

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.

Entertainment 143

Entertainment Retail Trends Banking 143

Northridge Group

OCTOBER 8, 2024

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.

Customer Service 111

Customer Service Study Groups Customers 111

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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

Brandwatch CX

OCTOBER 8, 2024

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.

Social Media 110

Social Media Strategy How To Metrics 110

AWS Machine Learning

OCTOBER 8, 2024

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.

Training 100

Training Metrics Sales Resources 100

Brandwatch CX

OCTOBER 8, 2024

Explore the pros and cons of YouTube Shorts and long-form videos to optimize your brand’s content strategy and drive audience engagement.

Video 98

Video Strategy Engagement 98

COPC

OCTOBER 8, 2024

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.

Government 91

Government Data Hospitality Healthcare 91

Brandwatch CX

OCTOBER 8, 2024

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.

Social Media 93

Social Media Strategy How To Metrics 93

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

AWS Machine Learning

OCTOBER 8, 2024

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.

Training 78

Training Multi-Channel Comparison Metrics 78

Brandwatch CX

OCTOBER 8, 2024

Explore the pros and cons of YouTube Shorts and long-form videos to optimize your brand’s content strategy and drive audience engagement.

Video 91

Video Strategy Engagement 91

Joe Rawlinson

OCTOBER 8, 2024

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.

Advertising 78

Advertising Brands Customer Satisfaction Loyalty 78

Brandwatch CX

OCTOBER 8, 2024

Stay ahead with a social media tracker that monitors real-time conversations to help you track trends and better engage with your audience.

Social Media 86

Social Media Trends Engagement 86

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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

Joe Rawlinson

OCTOBER 8, 2024

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.

Marketing 78

Marketing Strategy Social Media Infographics 78

Brandwatch CX

OCTOBER 8, 2024

Stay ahead with a social media tracker that monitors real-time conversations to help you track trends and better engage with your audience.

Social Media 81

Social Media Trends Engagement 81

Optimove

OCTOBER 8, 2024

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.

Strategy 69

Strategy Loyalty Groups Examples 69

CSM Magazine

OCTOBER 8, 2024

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

Customer Satisfaction 64

Customer Satisfaction Loyalty Programs Loyalty Customers 64

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Thematic

OCTOBER 8, 2024

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.

Guidelines 62

Guidelines Effort Score Analysis NPS 62

ChurnZero

OCTOBER 8, 2024

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

Leadership 59

Leadership Study Customer Success Metrics 59

Thematic

OCTOBER 8, 2024

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.

Analytics 62

Analytics Tools Feedback Handbook 62

Help Scout

OCTOBER 8, 2024

Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.

Customer Service Strategies 59

Customer Service Strategies Customer Service Strategy How To 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

Centercode

OCTOBER 8, 2024

Securing investment in test automation can be tricky, but with the right strategy, it can lead to faster development and greater stability.

Strategy 59

Strategy 59

Blake Morgan

OCTOBER 8, 2024

                                                                              TIAA (Teachers Insurance and Annuity Association of America), a Fortune 100 company serving over 5 million people, is redefining client experience by focusing on personalization, customer-first service, and trust.

Financial 59

Financial Feedback Customer Experience Leadership 59

Adrian Swinscoe

OCTOBER 8, 2024

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.

Report 59

Report Customer Focused Customer Satisfaction Customer Experience Management 59

Brad Cleveland Blog

OCTOBER 8, 2024

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.

Innovation 56

Innovation Contact Center Culture Leadership 56

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

DCX

OCTOBER 8, 2024

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?

Customer Experience 52

Customer Experience Customer Centricity Customers Course 52

CSM Magazine

OCTOBER 8, 2024

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

Customer Service 52

Customer Service Insurance Customers Interaction 52

Amplifai Coaching Category

OCTOBER 8, 2024

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

Financial 52

Financial Customer Experience Customers Industry 52