CSM Magazine

DECEMBER 19, 2023

In today’s competitive landscape, exceptional customer service isn’t just a nice-to-have; it’s a critical differentiator. This guide explores four transformative strategies to elevate your customer service, ensuring your business not only meets but exceeds customer expectations. By embracing these approaches, you’ll not only retain loyal customers but also turn them into advocates for your brand.

Customer Service 52

Customer Service Exceptional Customer Service How To Communication 52

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 195

Analysis Social Media Trends Feedback 195

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Artificial intelligence (AI) and machine learning (ML) are becoming an integral part of systems and processes, enabling decisions in real time, thereby driving top and bottom-line improvements across organizations. However, putting an ML model into production at scale is challenging and requires a set of best practices.

Analytics 128

Analytics Training Government System 128

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Contact Center Wait Times 105

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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

Blueshift

DECEMBER 19, 2023

The Holiday Season often brings to mind the joy of giving and receiving, but not every gift hits the mark. Have you ever unwrapped a present that left you scratching your head, wondering if the sender really knew you at all? It happens more often than we think. Just like receiving a moldy fruitcake, customers often find themselves on the receiving end of experiences that feel disconnected, impersonal, and downright baffling.

Customer Engagement 105

Customer Engagement Data Engagement Customer Journeys 105

ShepHyken

DECEMBER 19, 2023

If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support.

Omni-Channel 92

Omni-Channel Customer Centricity Company Self Service 92

Cyara

DECEMBER 19, 2023

Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.

Communication 76

Communication Video Customer Experience Customers 76

DemandJump

DECEMBER 19, 2023

While there are far more than three paths to content optimization , there are key elements of SEO you should keep in mind.

Marketing 104

Marketing Strategy 104

SAP Customer Experience

DECEMBER 19, 2023

Providing our customers, partners, and stakeholders with timely information on upcoming topics in the utilities industry is extremely important. To facilitate this, we have created a matrix that outlines the relevant topics for the next two years, helping to illustrate these highlights. You can access the detailed information and, if.

Roadmap 78

Roadmap Industry Customers Management 78

Speaker: Amanda Adams, Fractional CFO, CPA

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

MyCustomer

DECEMBER 19, 2023

2023 was a major year for the MyCustomer podcast space, having launched MYC'D Up with Tech Leaders [1], providing our listeners with insights from some of

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SAP Customer Experience

DECEMBER 19, 2023

Dear Community, The 2402 release (February 2024) for SAP Sales and Service Cloud is approaching. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide deck, and also.

Sales 71

Sales Customer Experience Customers 71

Blake Morgan

DECEMBER 19, 2023

                                    Retailers leverage footfall and conversion data to inform critical decisions like store location, inventory levels, and personalized marketing initiatives. But what if these metrics only tell half the story of why shoppers leave without purchasing? This is where customer experience (CX) emerges as the critical differentiator in retail.

Retail 59

Retail Multi-Channel ROI Omni-Channel 59

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates. It forms the foundation of effective CRM strategies, guiding marketers to deliver precisely targeted, relevant messages to consumers at the right moment to drive desired actions.

Strategy 59

Strategy e-support Lifetime Customer Retail 59

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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

Helpware

DECEMBER 19, 2023

Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service experiences can significantly damage a company's reputation and success.

Examples 62

Examples Customer Service Consumers Customers 62

ChurnZero

DECEMBER 19, 2023

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR) was the top metric at the end of 2023, according to our annual survey of customer success leaders.

Metrics 52

Metrics Net Promoter Score Customer Success NPS 52

Call Experts

DECEMBER 19, 2023

Call Experts of Charleston, SC has been honored with the exclusive 2023 CAM-X Award of Excellence! The CAM-X Award of Excellence is presented annually by the Canadian Call Management Association ( CAM-X) , the industry’s Trade Association for providers of call center services, including telephone answering and message delivery. Call Experts was presented with the Award recently at the CAM-X 59th Annual Convention and Trade Show in Calgary, AB.

Call Center 52

Call Center Industry Feedback Communication 52

DemandJump

DECEMBER 19, 2023

AI tools for content optimization make use of AI’s strengths to boost a page’s organic search traffic. Artificial intelligence is particularly good at automating rote tasks and handling large amounts of raw data, both of which make it a useful content optimization tool —especially for mapping user intent.

Tools 52

Tools Data Marketing Strategy 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

CSM Magazine

DECEMBER 19, 2023

In today’s complex world of technology, software development and IT projects require a systematic approach. To ensure projects run smoothly and deliver the desired results, process mapping can be a game-changer. This tool provides a visual representation of workflows, highlighting every step and potential obstacle, making it easier to understand, analyze, and improve.

Software 52

Software Tools Connections Technology 52

DemandJump

DECEMBER 19, 2023

Way (way) back in 1996, Bill Gates famously declared that “ content is king.” He didn’t stop there, though, as he commented on the seemingly endless (even then) amount of content on the internet and the importance of creating something that stands out. In fact, he went on to predict that “ there would eventually be an enormous breadth of information, and as such, it would take a high volume of content to stand out.

Tools 52

Tools Marketing Strategy 52

SurveySensum

DECEMBER 19, 2023

Imagine walking into a store and being greeted not just by the usual array of products and promotions but by a vibrant, interactive screen asking for your opinion. It turns out, this isn’t just a novel experience – it’s a highly effective one. Studies have found a staggering 71% of consumers agree that digital signage captures their attention far more than online advertisements.

Customer Engagement 52

Customer Engagement Survey Engagement Feedback 52

DemandJump

DECEMBER 19, 2023

So, you’re trying to do content optimization and get that huge library of content you’re sitting on to actually rank. You’ve got that SEO checklist the previous marketing director found somewhere, and you’re trying to make heads or tails of what to do. But how can you make sure your content actually ranks? How do you know if that checklist is actually going to help?

Examples 52

Examples Strategy Marketing 52

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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

kommunicate

DECEMBER 19, 2023

Last Updated on December 19, 2023 Everyone likes the story of David v/s Goliath. Or the movie Rocky Balboa. The small guy taking on the big guns. A company of 180+ v/s a company of 32. A company that was founded a decade ago v/s a company that started in 2019. Yup, we are talking [.] The post Kommunicate Vs Tidio: A Head-to-Head Comparison for Customer Support appeared first on Kommunicate Blog.

Comparison 52

Comparison Customers Company 52

CSM Magazine

DECEMBER 19, 2023

Did you know that all the big businesses you see today began as small ventures? It takes time and effort to grow your business. And looking at the competition in the market, you might also need to invest in digital marketing. According to statistics, around 60% of small businesses rely on digital marketing, whereas 90% use some form of advertising for promotion.

Strategy 52

Strategy Social Media Advertising Analytics 52

Forrester's Customer Insights

DECEMBER 19, 2023

Yesterday, I was surprised to learn that IBM is acquiring webMethods from Software AG (and also StreamSets, but I’ll focus on webMethods here). It surprised me for two reasons. First, private equity firm Silver Lake completed its acquisition of Software AG (previously a publicly traded company) on September 28.

Software 61

Software Sales Management Company 61

Keatext

DECEMBER 19, 2023

Learn about the major activities and considerations involved in effectively implementing a VOC program to close the customer feedback loop.

Feedback 52

Feedback Customers Customer Experience 52

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

Forrester's Customer Insights

DECEMBER 19, 2023

2024 promises a better tech spend outlook for Europe — Forrester forecasts that European tech spend will bounce back to grow 5.1% in 2024, almost double its rate in 2023.

Innovation 57

Innovation Technology 57

My Customer

DECEMBER 19, 2023

Nicholas Watkis A selection of internationally published articles of observations on practical marketing management that the books don’t.

Consulting 52

Consulting Marketing Management 52

Happy or Not

DECEMBER 19, 2023

Looking back at 2023 and the innovations and developments that HappyOrNot made, the first word that comes to mind is busy, and the next one is unique. The past year has certainly been busy – we released not only one, but two hugely significant and unique developments alongside continuous incremental improvements: 1.Demographics: a market-first innovation in AI-enabled feedback The first, and arguably most significant new capability we launched in 2023 was Demographics.

Marketing 36

Marketing Feedback Innovation Connections 36