SurveySensum

OCTOBER 28, 2024

NPS is a legend in the world of CX KPIs. Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. In fact, according to research from the London School of Economics, a 7% increase in NPS is predicted to result in a 1% increase in revenue.

NPS 52

NPS Loyalty Effort Score Analysis 52

TechSee

OCTOBER 28, 2024

Voice AI is rapidly becoming a powerful tool for scaling up and automating customer service, sales, and overall customer experience (CX). While this technology shows incredible promise, it should be integrated into a wider strategic conversation. Voice AI works best when combined with Visual AI and text-based AI, like large language models (LLMs), and action-oriented Agentic AI , as part of a broader multimodal AI automation strategy.

Video 109

Video Sales System Interaction 109

The DiJulius Group

OCTOBER 28, 2024

This Marketing and Sales Consulting Company Created A CX Certification Program for their Customers Technology Marketing Toolkit (TMT) works with IT service companies that are managed service providers (MSPs). Over the last 20 years, TMT has experienced enormous growth. Nothing can ruin a company’s customer experience faster than rapid growth. CEO & Founder of TMT, Read Full Article The post How to Make Your Customers Be Great at Customer Service appeared first on The DiJulius Group.

Customer Service 93

Customer Service How To Consulting Customers 93

Upstream Works

OCTOBER 28, 2024

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 Key Questions for AI Success appeared first on Upstream Works.

Contact Center 78

Contact Center 78

Advertisement

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

Retently

OCTOBER 28, 2024

Table of contents Key Takeaways What are Stay Interviews? Key Benefits of Stay Interviews Stay Interviews Questions: Uncovering What Really Matters How to Implement Effective Stay Interviews Measuring the Effectiveness of Stay Interviews: Key Metrics and Data Collection Strategies Collecting and Analyzing Stay Interview Data Unlocking the Full Potential of Stay Interviews When you’re sitting down for an exit interview, it’s usually too late to change someone’s mind about leaving.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

ShepHyken

OCTOBER 28, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?

Contact Center 80

Contact Center Self Service Return on Investment Knowledge Base 80

Optimove

OCTOBER 28, 2024

Download this Gartner report and see why Optimove is Enabl ing the Future of Marketing Now Among the fourteen companies evaluated, Optimove is positioned furthest on the Completeness of Vision axis, underscoring its forward-thinking approach ensuring marketers meet and exceed the growing consumer demand for personalized, relevant experiences. Learn about how…  Gartner Recognizes Optimove as the Category-Leading Visionary : Optimove placed furthest on the Completeness of Vision axis with

Marketing 76

Marketing Leadership Report Meeting 76

Zonka Feedback

OCTOBER 28, 2024

Stuck with flat feedback? The Likert Scale goes beyond surface-level responses, capturing a wide spectrum of customer sentiment across every category. With its ability to reveal nuanced, actionable insights, the Likert Scale, through the use of a Likert scale survey question, uncovers what truly drives satisfaction or frustration—making it an essential tool for CX leaders aiming to elevate their customer experience strategy.

Examples 59

Examples Survey Feedback Tools 59

Brandwatch CX

OCTOBER 28, 2024

Learn how to effectively post to all social media channels at once. Discover techniques to save time and boost brand visibility.

Social Media 52

Social Media How To Brands 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

Forrester's Customer Insights

OCTOBER 28, 2024

Facing tight budgets in 2025, here are the main areas where B2B revenue, marketing, and sales leaders should prioritize their investments.

B2B 34

B2B Sales Marketing 34

Optimove

OCTOBER 28, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Gartner results validate that Optimove is the visionary leader in building solutions to empower marketers to deliver highly personalized and relevant multichannel customer journeys. As consumer expectations for tailored experiences continue to grow, Optimove provides marketers with the tools to meet these demands while optimizing campaigns for engagement and revenue.

Marketing 52

Marketing CRM Report ROI 52

Forrester's Customer Insights

OCTOBER 28, 2024

This blog explores the importance of effective process management in B2B organizations, highlighting common challenges and providing strategies to achieve operational excellence through the mitigation of six red flags. The full report offers a comprehensive analysis, detailed breakdowns, and actionable insights for preventing these red flags to improve business outcomes.

B2B 29

B2B Analysis Report Strategy 29

AWS Machine Learning

OCTOBER 28, 2024

In the modern, cloud-centric business landscape, data is often scattered across numerous clouds and on-site systems. This fragmentation can complicate efforts by organizations to consolidate and analyze data for their machine learning (ML) initiatives. This post presents an architectural approach to extract data from different cloud environments, such as Google Cloud Platform (GCP) BigQuery, without the need for data movement.

Data 79

Data Analysis Training Telecommunications 79

Advertisement

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 28, 2024

AIOps is rapidly gaining traction across enterprises and industries. Learn how AIOps can enhance efficiency, reduce downtime, and drive innovation in this new blog series.

Innovation 29

Innovation Industry Technology Data 29

Forrester's Customer Insights

OCTOBER 28, 2024

In a surprising turn of events for ERP customers globally, as part of its Q3 2024 financial results, ServiceNow announced a new expanded partnership with one of the most popular third-party software support providers, Rimini Street.

System 26

System Innovation Financial Software 26

Forrester's Customer Insights

OCTOBER 28, 2024

Governments, fueled by populism, are now taking regulatory aim at the tech industry, which the public considers a source of disinformation and discord. But curbing the might of the tech giants is a challenge that will require governments to use new regulatory tactics.

Government 26

Government Industry 26

Forrester's Customer Insights

OCTOBER 28, 2024

Demystify the concept of 'unified commerce' in this Forrester blog by analysts Emily Pfeiffer and Lauren Cevallos.

Consumers 26

Consumers Retail Trends Management 26

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