Tue.Aug 13, 2024

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Customer Retention Matters: 5 Strategies for Long-Term Success

IntouchInsight

When it comes to keeping customers happy and coming back, brands such as Amazon, Sephora, and Chick-fil-A are excellent examples of how great experiences can drive customer satisfaction and retention.

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CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

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[Experience Action Podcast] So Many Improvements! Where to Start?

Experience Investigators by 360Connext

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

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The Rundown on Conversation Intelligence Software

InMoment XI

What is Conversation Intelligence Software? Conversation intelligence software represents platforms with conversation intelligence capabilities to analyze conversations from various communication channels. This includes phone calls, emails, chat messages, and social media interactions. This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

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.

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Beyond KPIs and Metrics: How to Measure Outsourced Call Center Performance

BlueOcean

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)?

More Trending

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Beyond CSAT: The Power of Customer Experience Score (XSAT) for Long-Term Customer Insights

Retently

Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).

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Streamlining customer renewals: Empower customer success managers to accelerate growth

Totango

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

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Social Media Analytics: Unlocking Key Insights for Business Success

Brandwatch CX

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

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The Future of UXR: Redefining the Role of UXR Advocacy [Q&A]

dscout People Nerds

UXR Strategist Fatimah Richmond sits down with Dscout’s VP of UX, Julie Norvaisas, to discuss why it’s time for user researchers to redefine their role.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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Social Media Analytics: Unlocking Key Insights for Business Success

Brandwatch CX

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

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How to Build a Successful Outsourcing Strategy in 2024

Helpware

Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is so much more than that. It’s a powerful tool—or you can call it a secret weapon—that both small businesses and large corporations are skillfully wielding to improve business operations, cut costs, and delegate non-strategic functions to be able to focu

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10 Qualities to Look for in a Customer Experience Research Firm

Second to None

In today’s highly competitive business landscape, understanding and improving the customer experience has become paramount for companies across industries. Customer experience research firms play a vital role in helping businesses gain valuable insights into their customers’ needs, preferences, and pain points. However, not all customer experience research firms are created equal.

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Fairy-Tale Data: The Comforting Fiction That Undercuts Your CX Efforts

Forrester's Customer Insights

Chances are that your organization is lying to itself about the quality of the customer experience (CX) it provides. But this lie is so pleasant, so comforting, that organizations continue to tell it even as the problems it creates pile up.

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Next-Gen Cloud Contact Centers For Dummies®

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.

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Ultimate Local SEO Guide for Dentists: Boost Your Practice’s Online Visibility

BirdEye

Dental practices must stand out in local search results to attract new patients. More people are using search engines to find dental services. Despite the importance of Dentistry, only 26% of consumers have found “The One” dentist. That’s the single trusted dentist that they’ll come back to again and again. Part of the reason is that they haven’t found you yet.

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DCX #113 | Top 7 Gripes of CX Professionals

DCX

Turning Frustration into Fuel for Customer Experience Excellence

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Taking Your Customer Success Program to the Next Level With Community and Education

Gainsight

In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS) —and many are using Customer Success Platforms (CSP) to do so. CSPs as standalone systems provide companies of all shapes and sizes with the insights and levers they need to: Eliminate retention and expansion blind spots: Get more granular and accurate retention and expansion forecasts with health scores and a 360º view of every customer.

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Digital platforms are the differentiator in today's banking landscape

West Monroe

As the banking customer experience tilts further toward interaction through digital channels, financial institutions face critical challenges when delivering their differentiated brand through this lens. The digital era demands experiences that are data-enabled, authentic to brand, technologically advanced, and capable of integrating the digital and in-person experience—none of which can be readily achieved with standard off-the-shelf digital banking solutions.

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Making the Moment: The Art of Creating Events That Drive Results

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.

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Unlocking the Power of Generative AI: Riding the Waves of New Age CX

CSM Magazine

As generative AI continues to take the world by storm, Kevin McGachy, Head of AI Solutions at Sabio, predicts the impact it will have on the world of CX. With the ability to generate human-like content such as text, speech, images and video, this groundbreaking technology will revolutionise customer experience (CX) like never before. As explained in Sabio’s new ebook – entitled ‘ Revolutionising the Customer Experience ’ – Generative AI represents an exciting “second wave”

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Integrated business planning for cannabis operators: A path to profitability and stability

West Monroe

The U.S. legal cannabis industry is at a critical juncture, driven by an array of dynamics: increasing competition, normalization, evolving consumer preferences, and rising costs. While growth projections are positive , sources of cash and capital remain tight, and profitability lags. Only 24.4% of businesses in the U.S. cannabis sector reported that they are profitable —down from 42% the prior year.

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What Is IT Infrastructure Management Services? Why Your Business Needs It

CSM Magazine

How has communication changed the way you connect with your customers? Communication technology has transformed the customer experience, focusing more on personalization, quick responses, and smooth interactions. In this article, you’ll learn how advanced communication technology can improve your customer relationship management (CRM) and retention, helping you build stronger connections and achieve lasting success.

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RCS vs SMS: How to Choose the Best Messaging Platform

Blueshift

Choosing the right messaging platform for your business can greatly influence your marketing success. With options like SMS (Short Message Service) and RCS (Rich Communication Services) available for marketing campaigns, understanding the key platform differences and identifying which best suits your business needs is crucial for effective customer communication.

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Case Study: Key Insights on Wait Times and Customer Service

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.

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Success Stories in Navigating the CrowdStrike Crisis: Fireside Chat with JDE Customers | Aug. 22 & 23

Circular Edge

Lessons Learned from Disruption The recent CrowdStrike global outage left many organizations scrambling to recover, as critical infrastructure was brought to a standstill. In this virtual fireside chat series, you’ll hear directly from JD Edwards customers AG Jeans/Koos Manufacturing and First Capital about how they were able to quickly identify the service disruption, what downtime procedures they used, and what lessons learned during the outage can be applied to future crises.

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Carle Health Gains 5% Retention with Perkville

Perkville

Carle Health & Fitness Center improves retention by 5% using Perkville's loyalty program, enhancing engagement and rewarding members. Discover how they achieved success.

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BPO and the CX: Look Back at 2024 Trends and What to Watch for in 2025

Advantage Communications

2025 trends in BPO and CX from 2024 and what to expect in 2025.

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Uplight’s Offer Center is Helping Utility Customers Save

Uplight

As the cost of living continues to rise, households are often left navigating a complicated financial landscape, particularly when it comes to energy costs. For payment-challenged families, finding avenues to save on essentials such as energy is crucial for improving their quality of life. Offer Center, part of Uplight’s industry-leading Marketplace, helps Utilities target, engage, Read More The post Uplight’s Offer Center is Helping Utility Customers Save appeared first on Uplight.

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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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Essential VoIP Features for Call Centers: Optimizing Customer Service with NobelBiz

NobelBiz

What is VoIP? A Voice over Internet Protocol (VoIP) telecom system allows contact centers to connect inbound and outbound calls over an internet connection. Unlike the old PBX systems, a VoIP solution requires minimal on-site hardware and provides an excellent, lean, and cost-effective way of handling voice calls, provided the contact center has an internet connection.

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DCX 113 | Top 7 Gripes of CX Professionals

DCX

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 the DCX Newsletter Here's a sneak peek of what's in store: The "Customer First" Fairy Tale Departmental Hunger Games The Tech Time Machine The New Customer Gold Rush The Channel Chaos Theory The ROI Riddle Quarterly Tunnel Vi

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Yes No Survey Questions: How to Ask, What to Ask, and Why They Work

SurveySensum

Who said simple is boring and ineffective? To gather actionable insights and create data-driven action plan, you don’t need to create long survey designs with too many questions that might frustrate your customers and cause them to leave halfway. If you want to keep things simple for your respondents and for yourself, go with a yes-no survey question – they are quick, straightforward, and easy for respondents to answer.

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