eglobalis

AUGUST 13, 2024

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.

e-support 447

e-support Innovation Customer Centricity Loyalty 447

Experience Investigators by 360Connext

AUGUST 13, 2024

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

Customer Journeys 318

Customer Journeys Touchpoint Resources Feedback 318

InMoment XI

AUGUST 13, 2024

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.

Software 195

Software Social Media Analytics Return on Investment 195

BlueOcean

AUGUST 13, 2024

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)?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

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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

IntouchInsight

AUGUST 13, 2024

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.

Customer Retention 156

Customer Retention Strategy Customer Satisfaction Customers 156

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Customer Success 109

Customer Success Data Strategy Tips 109

Brandwatch CX

AUGUST 13, 2024

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

Social Media 98

Social Media Analytics Strategy Data 98

Totango

AUGUST 13, 2024

“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.

Customer Success 98

Customer Success Management Customers Leadership 98

Brandwatch CX

AUGUST 13, 2024

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

Social Media 98

Social Media Analytics Strategy Data 98

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

Retently

AUGUST 13, 2024

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).

Customer Insights 78

Customer Insights Customer Experience Effort Score NPS 78

dscout People Nerds

AUGUST 13, 2024

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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Helpware

AUGUST 13, 2024

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

Strategy 82

Strategy How To Call Center Consumers 82

Second to None

AUGUST 13, 2024

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.

Customer Experience 62

Customer Experience Case Study Analysis Study 62

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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

BirdEye

AUGUST 13, 2024

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.

Social Media 59

Social Media Tips Video Tools 59

Gainsight

AUGUST 13, 2024

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.

Customer Success 52

Customer Success Chief Customer Officer Course Touchpoint 52

West Monroe

AUGUST 13, 2024

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.

Banking 52

Banking Financial Analytics System 52

CSM Magazine

AUGUST 13, 2024

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”

eBook 52

eBook Chatbots Groups Innovation 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

West Monroe

AUGUST 13, 2024

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.

Competitive Advantage 52

Competitive Advantage Consumers Industry Sales 52

CSM Magazine

AUGUST 13, 2024

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.

Management 52

Management Multi-Channel CRM Loyalty Programs 52

Blueshift

AUGUST 13, 2024

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.

How To 52

How To Video Ecommerce Loyalty Programs 52

Circular Edge

AUGUST 13, 2024

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.

Customers 52

Customers 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

Uplight

AUGUST 13, 2024

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.

Financial 52

Financial Customers Industry Engagement 52

NobelBiz

AUGUST 13, 2024

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.

Call Center 52

Call Center Contact Center Customer Service Self Service 52

DCX

AUGUST 13, 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 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

ROI 52

ROI e-support Touchpoint Course 52

SurveySensum

AUGUST 13, 2024

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.

Survey 52

Survey How To Feedback Trends 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

Perkville

AUGUST 13, 2024

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

Loyalty Programs 52

Loyalty Programs Loyalty Engagement 52

Forrester's Customer Insights

AUGUST 13, 2024

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.

Data 61

Data Customer Experience Measurement Customers 61

DCX

AUGUST 13, 2024

Turning Frustration into Fuel for Customer Experience Excellence

Customer Experience 52

Customer Experience Customers 52