Retently
JULY 16, 2024
Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture.
ECXO
JULY 16, 2024
To deliver a better Customer Experience, stop reading this article and go to sleep! The Magic of Sleep: Boosting Work Productivity and Improving Customer Experience If you’ve been keeping up with my articles, you’ve probably noticed my strong emphasis on continuous self-improvement and empowering individuals to provide exceptional experiences to others.
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Experience Investigators by 360Connext
JULY 16, 2024
Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You’ll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to f
InMoment XI
JULY 16, 2024
A staggering 94% of consumers avoid a business due to negative reviews. Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to.
Speaker: Jason Cottrell and Gireesh Sahukar
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.
IntouchInsight
JULY 16, 2024
Curious to learn h ow Intouch Insight's data collection and analysis solutions helped a global CPG company gain actionable insights into the effectiveness of retail merchandising across various customer purchasing channels at thousands of North American locations?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
West Monroe
JULY 16, 2024
Considering the ever-increasing cyberattacks facing companies today, investment in security is more important than ever—and becomes even more crucial when preparing a company for exit. With the massive financial impact seen from cyberattacks, it’s clear cybersecurity is no longer just an IT concern but a strategic business issue. Even the smallest breach can significantly impair a company's value, harm its customers, and diminish its reputation.
Brandwatch CX
JULY 16, 2024
Let’s dive into the biggest trends in the education sector, so you can make your courses more appealing and attract amazing talent.
Forrester's Customer Insights
JULY 16, 2024
Creating our generative AI tool, Izola, taught us some very valuable lessons. Here are five that may help you on your own genAI journey.
Optimove
JULY 16, 2024
Re-engage your churned customers with this guide Download Now Why it Matters: Knowing which customers are not a good fit is just as important for brands as knowing which customers are. This insight helps refine marketing strategies and optimize campaigns more effectively. Identifying and excluding low-value, costly customers allows brands to focus on those who drive long-term value, resulting in higher ROI and more efficient use of marketing resources.
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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.
dscout People Nerds
JULY 16, 2024
From designing test studies to strategic foresight and storyboarding, the possibilities of GenAI in your research practice are endless.
Brandwatch CX
JULY 16, 2024
Let’s dive into the biggest trends in the education sector, so you can make your courses more appealing and attract amazing talent.
DCX
JULY 16, 2024
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to this week's DCX Newsletter Here's a sneak peek of what's in store: The Boardroom Wake-Up Call Darcy's Dilemma: Expertise Isn't Enough Mapping the Influence Maze Building Your Credibility Arsenal Expanding Your Sphere of Influ
West Monroe
JULY 16, 2024
In today’s rapidly evolving market, the traditional approach of intuition-based decision making is taking a backseat as methodologies grounded in real-world data take center stage. Leveraging data and analytics (especially on customer behavior) to inform product development has become more than a strategic advantage—it’s now a necessity.
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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.
Zonka Feedback
JULY 16, 2024
"It's all about listening to the customer and figuring out what they need. You can't just say, 'What do we want to sell?' You have to listen." But how? A question that we frequently get from customer experience leaders is how can they get a consolidated view and more analytical insights from the voice of the customers , especially when managing feedback across multiple locations and a large customer base.
SurveySparrow
JULY 16, 2024
What do you do once once you’re done with a project? You put your heart and soul into it for two whole months, and closed it at last! But does that mean it’s over? What should you do next? Oh, if you’re thinking, “Wait! There’s more?,” let me tell you, Yes! Post Implementation Review (PIR) is a step you must not miss!
CSM Magazine
JULY 16, 2024
Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog, customer feedback, and a range of public data available online. Amazon suggests you turn to Rufus when you’re got questions about a product, and he’ll provide you with the lowdown to make an informed purchase.
Circular Edge
JULY 16, 2024
Part 4: Beyond the Horizon Disaster Recovery and Business Continuity Wednesday, October 9 | 1pm Eastern Register Now Automation and Emerging Technologies Wednesday, November 13 | 1pm Eastern Register Now Multi-Cloud and Hybrid Cloud Wednesday, December 11 | 1pm Eastern Register Now The post Beyond the Horizon | October 9-December 11 appeared first on Circular Edge.
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.
CSM Magazine
JULY 16, 2024
In the digital age, where data is a valuable currency, maintaining customers’ privacy has never been more critical. With increased scrutiny from regulatory bodies and the recent lawsuite against Talkdesk Customer Patagonia, businesses need to ensure that their contact centers are compliant with privacy laws. Here’s our guide on how to protect your contact center from breaching privacy rules.
Circular Edge
JULY 16, 2024
Part 3: Unveiling the Cloud AWS Success Story Wednesday, August 14 | 1pm Eastern Register Now Azure Success Story Wednesday, August 28 | 1pm Eastern Register Now OCI Success Story Wednesday, September 11 | 1pm Eastern Register Now The post Unveiling the Cloud | August 14-September 11 appeared first on Circular Edge.
CSM Magazine
JULY 16, 2024
In the ever-evolving landscape of online marketing, SEO remains a cornerstone for businesses looking to boost their visibility and reach. And in the vast universe of SEO strategies, one tactic often stands out for its effectiveness: guest posting. You might have heard of it, but do you truly understand why it’s so crucial for your SEO game? Well, let’s dive in and uncover the secrets behind the importance of guest posts.
NobelBiz
JULY 16, 2024
Outbound sales dialing can be challenging, but with the right strategies and tools, you can significantly improve your results. At NobelBiz, we provide a range of solutions designed to help contact centers optimize their operations and maximize their dialing effectiveness. In this article, we’ll explore 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 1.
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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.
SurveySensum
JULY 16, 2024
Did you know that Google has more than 3 billion active users, accounting for about 91.54% of the global search engine market? And this huge loyal customer base helped Google achieve revenue of 305.6 billion dollars and helped Alphabet, Google’s parent company become the second largest internet company worldwide. Not just that, about 92.07% of internet users use Google as their primary search engine.
West Monroe
JULY 16, 2024
In today’s rapidly evolving market, the traditional approach of intuition-based decision making is taking a backseat as methodologies grounded in real-world data take center stage. Leveraging data and analytics (especially on customer behavior) to inform product development has become more than a strategic advantage—it’s now a necessity.
Currency Alliance
JULY 16, 2024
‘Dynamic pricing’ is normally discussed in terms of the pricing of inventory – such as the cash price for a given hotel room, airline seat, or commodities, etc. based on supply and demand. But this concept should also apply to the redemption value of loyalty points and miles. The redemption value of a loyalty currency is fixed by most brands. But for a few years now, some travel and most coalition loyalty programs have been experimenting with dynamic values, and the results for improving loyalty
Forrester's Customer Insights
JULY 16, 2024
With all of the attention bestowed on AI, it may feel as though every day is AI Appreciation Day. Today — on the actual AI Appreciation Day — we look at its impact on companies and on society and how hesitant leaders can get on board.
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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.
AWS Machine Learning
JULY 16, 2024
In today’s rapidly evolving landscape of artificial intelligence (AI), training large language models (LLMs) poses significant challenges. These models often require enormous computational resources and sophisticated infrastructure to handle the vast amounts of data and complex algorithms involved. Without a structured framework, the process can become prohibitively time-consuming, costly, and complex.
Forrester's Customer Insights
JULY 16, 2024
I last wrote about content tech in the Spring, in a blog about Adobe Summit announcements featuring AI for content, data and customer journey innovations. This week — along with a brief respite from a mid-summer heat wave – came news of an acquisition in a key, albeit niche, area of content tech.
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