Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
InMoment XI
AUGUST 6, 2024
Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. With so much going on in different places, it is beneficial to have one place to be able to see how your CX program is performing. This is where customer experience dashboards come in.
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Experience Investigators by 360Connext
AUGUST 6, 2024
Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.
ECXO
AUGUST 6, 2024
Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions.
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.
IntouchInsight
AUGUST 6, 2024
Retail trends and technologies, such as virtual queues, self-checkout, augmented reality (AR), virtual reality (VR), and retail media networks, are changing the way we shop. But how do consumers feel about these new technologies?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zeisler Consulting
AUGUST 6, 2024
I posted about this way back when it happened, but I’m enjoying working from the mountains these past couple weeks, so the experience is in mind, and I figure it’s worth drawing your attention to it in a more formal manner: Copper Mountain ski resort in Summit County, Colorado, is my mountain. I love it, so I’m partial to them anyway. If your kid brings home an A, he’s the smartest one in school.
NobelBiz
AUGUST 6, 2024
It is a fact that the most essential thing behind all businesses is effective customer communication. One of the best tools that help businesses succeed is an outbound interactive voice response system (IVR). This system differs from the traditional IVR system in that it is applied for outbound calling. Let’s take a more detailed look at what outbound IVR is, how it works, its uses, and the benefits it brings to businesses.
ShepHyken
AUGUST 6, 2024
Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly
Interactions
AUGUST 6, 2024
The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.
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.
Help Scout
AUGUST 6, 2024
Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth.
Forrester's Customer Insights
AUGUST 6, 2024
With the July 19th incident that impacted CrowdStrike Falcon® customers globally, CrowdStrike has significantly damaged customer trust. CrowdStrike’s initial Post Incident Review outlines a number of reasonable steps they plan to take to regain that trust including: Improved testing protocols Staged deployments External QA of both its code and its end-to-end processes.
VDS
AUGUST 6, 2024
In July 2024, Genesys introduced 37 new features and functionality enhancements to its cloud platform. Here are the key updates: VDS Featured Release 1. Barge-in Capability (July 29) Supervisors and administrators can now join agent voice conversations as active participants. Provides real-time assistance directly from the Interaction Details page. Release Highlights for All License Types 2.
Uplight
AUGUST 6, 2024
Utilities are at the forefront of a critical global mission— to transition to a clean energy ecosystem that will limit global warming to 1.5 degrees Celsius by 2030. To meet decarbonization goals, utilities must speed up the shift towards home electrification. Our latest eBook, “Making the Switch: Customer Journeys to Home Electrification,” provides insights into Read More The post Getting Customers Off Gas: 5 Insights and Takeaways from Home Electrification Research appeared first o
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
DCX
AUGUST 6, 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 Evolution of CX: From Service to Strategy Enter the BALANCE Framework The Path Forward: Integrating BALANCE into Your CX Strategy Applying BALANCE: The Moment of
Feedbackly
AUGUST 6, 2024
While you may already know the answer to ‘What is customer sentiment?’, you would want to know its relevance in customer experience and how you can quantify customer sentiments. Let’s address it today. What is customer sentiment? Customer sentiments are customer emotions, opinions, or attitudes that reflect their perception of your brand. While sentiments, in general, are complex, they are an integral focal point for any brand prioritizing emotional experience.
SurveySensum
AUGUST 6, 2024
Did you know that 73% of customers are more likely to trust a brand they already know? When it comes to creating strategies to make customers keep coming back to you, brand awareness is your way in. Brand awareness is what makes your brand stand out among your competitors. I mean think about it – if potential customers are unaware of your brand they are obviously going to choose your competitor no matter how good your product or service is.
Zonka Feedback
AUGUST 6, 2024
Imagine having a crystal ball that could predict your customers' loyalty and highlight areas needing improvement. This is what Net Promoter Score (NPS) feedback offers to businesses. In today's competitive market, understanding and leveraging customer feedback is no longer optional—it's a necessity.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Forrester's Customer Insights
AUGUST 6, 2024
In Forrester’s 2024 B2B Brand And Communications Survey, we asked B2B marketing leaders to share their perspective on anticipated budget changes in 12 program and personnel categories. This year’s responses show expected increases are up in most categories over last year and expected decreases have dropped in most categories.
C3Centricity
AUGUST 6, 2024
Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.
Forrester's Customer Insights
AUGUST 6, 2024
B2B companies are forecasting healthy increases in agency investments this year, according to Forrester’s Brand and Communications Survey 2024, which surveyed 205 B2B marketing leaders to understand their expectations for agency budgets over the next 12 months. The results generally reveal plans for a net increase in agency spending across all industries and company sizes.
BirdEye
AUGUST 6, 2024
Imagine a potential customer who is searching for a business like yours on a smartphone and lands on your business listing. If the customer finds outdated reviews, unanswered complaints, and stale service information, it can make a lasting negative impression and cost you a sale in just a split second. Neglecting your online presence can significantly impact your bottom line, resulting in missed opportunities and lost revenue.
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
Forrester's Customer Insights
AUGUST 6, 2024
Source: GIPHY “What would you say… your marketing operations function does here?” If you can’t quickly and easily answer that question, you need a formal marketing operations charter STAT! It’s imperative that marketing operations functions codify their existence, remit, and who they serve – for themselves, the broader marketing department, and senior leadership.
CSM Magazine
AUGUST 6, 2024
Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange. Specialising in the quick service restaurant (QSR), hospitality, education, and retail sectors, Kiwi FM offers a comprehensive range of reactive, planned, and compliance commercial building services. Since adopting the 6-in-1 solution, which seamlessly integrates back-office management processes with field operatives via mobile devices, Kiwi FM has d
delighted
AUGUST 6, 2024
At Delighted, we’re all about making your day-to-day Voice of the Customer tasks as simple as possible. From reaching your customers wherever they are, to extracting valuable insights from your survey data, experience management should be a seamless part of your workday. We kept this goal in mind as we recently launched major ease-of-use updates within both CX and Surveys products and introduced new ways to connect with your customers.
AWS Machine Learning
AUGUST 6, 2024
Music generation models have emerged as powerful tools that transform natural language text into musical compositions. Originating from advancements in artificial intelligence (AI) and deep learning, these models are designed to understand and translate descriptive text into coherent, aesthetically pleasing music. Their ability to democratize music production allows individuals without formal training to create high-quality music by simply describing their desired outcomes.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
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