Lumoa
OCTOBER 24, 2023
Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
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Experience Investigators by 360Connext
OCTOBER 24, 2023
Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.
InMoment XI
OCTOBER 24, 2023
In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics?
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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.
ShepHyken
OCTOBER 24, 2023
Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
OCTOBER 24, 2023
Customer experience teams and market researchers told us that they’re often overwhelmed with data. They said they’re struggling with disconnected surveys, interviews, and customer listening tools that collect information but don’t bring it together in an effective way. As a result, they need to spend their valuable time combing through responses, interpreting meaning, and looking for patterns.
AWS Machine Learning
OCTOBER 24, 2023
This post is co-authored by Dhurjati Brahma, Senior Systems Architect at T-Mobile US, Inc and Jim Chao, Principal Engineer/Architect at T-Mobile US, Inc and Nicholas Zellerhoff Associate Systems Architect at T-Mobile US, Inc. T-Mobile US, Inc. provides a Voicemail to Text service to its customers, which allows customers to quickly read through their voicemails and respond to and manage messages in any order without having to dial into their voicemailbox.
The DiJulius Group
OCTOBER 24, 2023
The FORD Monthly Allowance Benson Kearley IFG (BKIFG), headquartered in Toronto, Canada, is not your typical insurance agency, because Stephen Kearley is not your typical company president. BKIFG is obsessed with providing a world-class experience to both customers and employees, and it is paying huge dividends with exponential growth. BKIFG created an amazing incentive to.
NobelBiz
OCTOBER 24, 2023
Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights. Let’s delve deep into the nuances of each to clarify their significance.
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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.
Zeisler Consulting
OCTOBER 24, 2023
We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience. I also had a few other questions about other devices and things I was sort of shopping for at the store anyway, so depending on how efficient they were (fix our device
Helpware
OCTOBER 24, 2023
B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. Interestingly, despite its importance, 46% of business leaders have revealed that their organizations do not have a strategic service plan that spans three years.
COPC
OCTOBER 24, 2023
In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.
Forrester's Customer Insights
OCTOBER 24, 2023
Our message to clients for 2024 is simple: Don’t wait. Read Predictions 2024 to discover why you need to move on genAI now, plus our takes on dozens of other critical topics.
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.
BirdEye
OCTOBER 24, 2023
Online reputation management is a cornerstone for agencies trying to build trust and attract more patients in today’s digital landscape. By automating internal processes, you can enhance your online presence and improve patient satisfaction without draining valuable time or resources. This blog recaps the discussion, “Harnessing Automation for Effective Reputation Management,” held at Birdeye View 2023.
Forrester's Customer Insights
OCTOBER 24, 2023
We just released a huge new report: How Security Tools Will Leverage Generative AI with collaboration across the entire Forrester Security and Risk team. This report looks at how generative AI will affect six different security domains: detection and response, Zero Trust, security leadership, product security, privacy and data protection, and risk and compliance.
SurveySensum
OCTOBER 24, 2023
Do you want to stay updated with your customer needs and preferences to enhance your product? Well, product feedback surveys are the way to go! By launching these surveys you can actually understand what your customers want, their preferences, and their pain points. And improve your products as per your customer needs and expectations – giving you a competitive edge.
Forrester's Customer Insights
OCTOBER 24, 2023
Social media is now a mainstay of most marketing plans and shifts in the media landscape make social suites critical for marketers to efficiently manage their social media efforts — all in one place. What are social suites?
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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.
Clarivate
OCTOBER 24, 2023
To keep pace with the changing landscape of sites of service for surgical procedures, medical device companies are under pressure to evolve their sales and marketing strategies to the expanding non-hospital market. According to Clarivate data, traditional inpatient procedures are increasingly shifting to outpatient settings. For example, major joint replacement surgeries in ambulatory surgery centers (ASCs) experienced a 30% growth from 2020 to 2022, with 60% of ASC directors and surgeons expect
Forrester's Customer Insights
OCTOBER 24, 2023
TL;DR: It gauges your vendor’s commitment. As some of you might have noticed, David Holmes and I released Forrester’s inaugural ZTE evaluation, The Forrester Wave™: Zero Trust Edge Solutions, Q3 2023. If you haven’t taken a look, please do.
CSM Magazine
OCTOBER 24, 2023
There are a lot of great apps on the market, and they all offer amazing products and services. Researching the apps before using them is essential to ensure you’ll get help if anything happens. Excellent customer service is a big part of any business, yet some brands understand it’s value more than others. We did some research and gathered a few apps that offer great services and provide excellent customer support.
Forrester's Customer Insights
OCTOBER 24, 2023
Forrester’s Predictions 2024 for Europe show a dynamic year ahead, with new technologies, reporting requirements, and ways of working. Read our predictions for Europe.
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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.
CSM Magazine
OCTOBER 24, 2023
Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations.
Forrester's Customer Insights
OCTOBER 24, 2023
Despite diminishing pandemic-related excess savings, rising interest rates, and the resumption of student loan payments, US retail sales will continue their growth in the 2023 holiday season. Read more of Forrester Principal Forecast Analyst, Jitender Miglani's insight in this blog.
Blake Morgan
OCTOBER 24, 2023
Customer service is a big part of the customer experience, and the contact center is a critical focal point for direct interaction with customers. With all the changes in technology recently, I wanted to ask an industry expert his thoughts on the future of the contact center in the customer experience space.
Forrester's Customer Insights
OCTOBER 24, 2023
Amazon announced that it will lead a research project on how robotics and AI will impact the future of jobs. Two new service robots, Sequoia and Digit, were unveiled, as well. Robots in their warehouses are not new.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
CSM Magazine
OCTOBER 24, 2023
Customers have higher expectations than ever, and their satisfaction directly impacts your company’s success. As a manager, it’s your responsibility to lead the charge in enhancing the customer experience. This guide explores the strategies, best practices, and tools you can use to improve your company’s customer experience and create lasting, positive relationships with your clients.
Forrester's Customer Insights
OCTOBER 24, 2023
In 2024, the APAC region will see a significant amount of change driven by generative AI. Learn more in our 2024 APAC predictions.
CSM Magazine
OCTOBER 24, 2023
In an era where technology is rapidly reshaping various industries, it’s no surprise that the world of recruitment is also undergoing a significant transformation. As we venture into the future, one of the most exciting developments to keep an eye on is the integration of Artificial Intelligence (AI) and Applicant Tracking Systems (ATS). These technologies are poised to revolutionize the way companies find and hire top talent.
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