Seaton CX

FEBRUARY 7, 2024

What’s the difference between a customer journey map and a process map? This question comes up when I’m journey mapping with Customer Experience (CX) leaders and we bring other departments into the project. Often, those stakeholders haven’t been exposed to journey mapping and that leads to misunderstandings. “We’ve got three other teams in here doing process mapping,” an IT Manager told me, “I don’t know why we need you.

Customer Journeys 59

Customer Journeys Social Media Customer Service Representative Interaction 59

InMoment XI

FEBRUARY 7, 2024

The hotel industry took a major hit during the pandemic, but the aftermath was even more curious. So much time locked inside caused a massive correction. Out of nowhere, citizens were flocking in droves to distant lands, as travel by plane, sea, and car surged. The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty.

Hotels 195

Hotels Guest Experience Travel Social Media 195

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness. However, in the pursuit of automation and streamlining processes, there’s a risk of losing the human touch that is vital for delivering exceptional customer experiences (CX).

Self Service 130

Self Service Loyalty Customer Service Representative Strategy 130

Bill Quiseng

FEBRUARY 7, 2024

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.

B2C 78

B2C Customer Service Training Hospitality Training 78

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Forrester's Customer Insights

FEBRUARY 7, 2024

If there’s one question almost every Forrester CX client asks us, its “how to I prove the value of my CX program?” Well, perhaps I can help. Enter the Forrester Customer-Obsession Awards.

Leadership 12

Leadership Strategy Customers How To 12

Zonka Feedback

FEBRUARY 7, 2024

Understand the intent behind customer feedback to derive valuable insights and take instant actions with Zonka Feedback's intent analysis functionality.

Analysis 59

Analysis Feedback Customers Management 59

The DiJulius Group

FEBRUARY 7, 2024

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients.

Customer Experience Design 59

Customer Experience Design Healthcare Customer Experience Exceptional Customer Service 59

Help Scout

FEBRUARY 7, 2024

In a competitive field like customer service, a great cover letter can help you stand out from the crowd. Check out these examples and tips for writing one of your own.

Examples 53

Examples Tips Customer Service Customers 53

Strativity

FEBRUARY 7, 2024

Examine AI’s recent surge, the complexities of the human-AI relationship and the Material Center for Human Understanding’s approach to ethical, balanced AI integration.

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Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Circular Edge

FEBRUARY 7, 2024

Q&A with Parag Shah on Supply Chain Automation in the Food & Beverage Industry The food and beverage industry is changing rapidly, driven by market trends and new challenges. Leading F&B companies are investing in automation to address these challenges, gain a competitive advantage and set the foundation for a future-ready supply chain. Join this Q&A session with industry expert Parag Shah to gain valuable insights on optimizing supply chain processes and technology and scaling a

Industry 52

Industry Competitive Advantage Consumers Trends 52

Strativity

FEBRUARY 7, 2024

Examine AI’s recent surge, the complexities of the human-AI relationship and the Material Center for Human Understanding’s approach to ethical, balanced AI integration.

52

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Circular Edge

FEBRUARY 7, 2024

Journey to the Cloud – From Concept to Adoption Join live: Wednesday, February 28, 1pm Eastern Cloud has become an integral part of many organizations’ digital transformation ambitions. It’s more than just a technical change however; it involves changes to multiple business departments and critical processes. When defining your Cloud strategy and where to start, it’s important to consider the entire journey – from concept to adoption.

Case Study 52

Case Study Study Strategy 52

SurveySensum

FEBRUARY 7, 2024

In a world flooded with information and shrinking attention spans, grabbing your audience’s attention requires more than just catchy intros—it demands building a deep emotional connection. The key to winning the engagement battle? – Forging emotional bonds. Motista reveals a significant trend: a remarkable 71% of individuals recommend a brand influenced by the emotions it triggers in them.

Connections 52

Connections Social Media Survey Entertainment 52

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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

Circular Edge

FEBRUARY 7, 2024

Preparing for Your Next JDE Upgrade Considering a JDE upgrade to take advantage of new features and functionality?

System 52

System Strategy Management 52

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. Zenarate, a leading provider of AI Simulation Training for customer-facing agents, today announced Call Insights, furthering the powerful intelligence available through its AI Coach Call Analyzer solution.

Training 52

Training Trends Contact Center Analysis 52

Circular Edge

FEBRUARY 7, 2024

Journey to the Cloud – From Concept to Adoption Join live: Wednesday, February 28, 1pm Eastern Cloud has become an integral part of many organizations’ digital transformation ambitions. It’s more than just a technical change however; it involves changes to multiple business departments and critical processes. When defining your Cloud strategy and where to start, it’s important to consider the entire journey – from concept to adoption.

Case Study 52

Case Study Study Strategy 52

Gainsight

FEBRUARY 7, 2024

In the fast-paced world of Customer Success , staying ahead of the curve is non-negotiable. That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. But what exactly does this mean, and why should you care? Let’s break it down. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores.

Report 52

Report Roadmap Innovation Software 52

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

Circular Edge

FEBRUARY 7, 2024

Preparing for Your Next JDE Upgrade Join live: Thursday, February 22, 2pm Eastern Considering a JDE upgrade to take advantage of new features and functionality?

System 52

System Strategy 52

Brandwatch CX

FEBRUARY 7, 2024

Unlock the power of digital consumer insights.

Consumers 52

Consumers Data Marketing How To 52

CSM Magazine

FEBRUARY 7, 2024

JBC Industrial Services, the industrial boiler and burner service and maintenance provider, has rolled-out an integrated mobile workforce and enterprise resource planning (ERP) system. JBC’s engineers have been equipped with tablets as part of digital transformation of field services using a system from BigChange. Now full integration between BigChange and SAP B1 has eliminated manual data entry work, saving JBC 8-man days a week.

Industry 52

Industry Customer Relationship Management CRM System 52

SurveySparrow

FEBRUARY 7, 2024

Net promoter score is crucial for measuring patient satisfaction and loyalty in the healthcare industry. Did you know that a large chunk of Google searches are health-related ? Among them, a huge section makes health decisions based on reviews and recommendations! Do you see the power of advocacy? Out of the world! Right? This is precisely why this topic needed a blog!

Net Promoter Score 52

Net Promoter Score Healthcare NPS Effort Score 52

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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

CSM Magazine

FEBRUARY 7, 2024

The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are extremely grateful to Sabio for their generous sponsorship,” said Gary Dickson, Head of Women & Girls Division at Busby Girls

Sports 52

Sports Innovation Analytics Groups 52

SurveySensum

FEBRUARY 7, 2024

Ask the right questions to the customers at the right touchpoint. – Well, I’ve always emphasized it. Otherwise, the feedback may lose its authenticity. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint Retail 52

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.

Groups 52

Groups Leadership Sales Customer Journeys 52

Help Scout

FEBRUARY 7, 2024

Feeling overwhelmed in the queue? Help desk automation can help! When done well, automating certain tasks can give customers a better experience and reduce the stress on your team.

Customer Experience 49

Customer Experience Customers 49

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

CSM Magazine

FEBRUARY 7, 2024

Imagine you’re a working professional in the bustling world of business, engineering, or technology. You have a stable job, but you know that to climb up the career ladder, you need something extra—an edge that sets you apart from your peers. That’s where the concept of continuing education comes into play. Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new height

Case Study 52

Case Study Course Study Customer Satisfaction 52

Circular Edge

FEBRUARY 7, 2024

JD Edwards Release 24 - What's New with Orchestrator & Tools Join live: Tuesday, February 20, 2pm Eastern The latest Release 24 enhancements bring powerful automation capabilities and new functionality to transform business processes. Join this webinar to get a high level overview of Orchestrator and Tools features that are available within Release 24.

Tools 40

Tools Data 40

CSM Magazine

FEBRUARY 7, 2024

It is the beginning of another year and it is time to start with some new strategies for talent acquisition and recruitment teams. Numerous trends from the previous year will persist and exert influence on the talent and recruitment domain. Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI.

Trends 52

Trends Competitive Advantage Analytics Leadership 52