Experience Investigators by 360Connext
JULY 9, 2024
We unravel how customer success principles are reshaping B2C and B2B industries on this special CX Pulse Check edition of the Experience Action Podcast, with Jeannie Walters and special co-host David Sakamoto. Dive into the fascinating world of AI in the fashion industry, where artificial intelligence is transforming design, marketing, and personalization.
BlueOcean
JULY 9, 2024
Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to discover the three principles of brand loyalty in a world where disruptions continue to shift our buying behaviors (and one interesting exception to the rul
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
IntouchInsight
JULY 9, 2024
It’s not uncommon to see big QSR chains frequently announcing new customer experience (CX) programs. Every brand wants their customers to leave the restaurant with a smile, but achieving this consistently is easier said than done.
AWS Machine Learning
JULY 9, 2024
Anthropic Claude 3.5 Sonnet currently ranks at the top of S&P AI Benchmarks by Kensho , which assesses large language models (LLMs) for finance and business. Kensho is the AI Innovation Hub for S&P Global. Using Amazon Bedrock , Kensho was able to quickly run Anthropic Claude 3.5 Sonnet through a challenging suite of business and financial tasks.
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.
ChurnZero
JULY 9, 2024
Last month, Jared Orr made three strong recommendations, from a CSM’s perspective, for customer success leaders looking to help their CSMs succeed. I wanted to complement his suggestions with three of my own, written from the perspective of a VP of customer success. In both cases, we’re addressing the findings of the 2024 CSM Confidential Report , which reveals that while CSMs are generally happy, motivated, and dedicated in their roles, the majority are struggling with heavy workloads and goals
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
The DiJulius Group
JULY 9, 2024
Don’t Let Your User Self Service Experience Backfire With the mad shift to pushing customers to self-service channels, many companies are hurting their overall customer satisfaction and reducing customer retention by creating a poor user experience. How One Company Reduced Non-Revenue Calls & Reduced Payroll Due to increased call volume, one of our eCommerce clients.
Helpware
JULY 9, 2024
Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands? The answer is more simple than it seems.
Interactions
JULY 9, 2024
How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.
Thematic
JULY 9, 2024
How did DoorDash go about building a best-in-class research team? If their business impact and improved employee satisfaction are anything to go by, there’s a lot to learn from them! At its core, DoorDash functions as a marketplace for on-demand food delivery. As the leader in last-mile delivery service, they seamlessly connect Consumers, Merchants and Dashers (delivery drivers) through their app.
Advertisement
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.
Interactions
JULY 9, 2024
How to assess your organization’s ability to fully harness the power of an IVA Today’s Intelligent Virtual Assistants (IVAs) bring an effortless ease and human-like interaction to customer service. Customers can resolve issues in less time on the channel they prefer, while contact centers reduce live agent minutes, average handle times, and costs. Yet, before implementing a modern IVA solution, organizations should consider if they have the right elements in place to best optimize an IVA.
Adrian Swinscoe
JULY 9, 2024
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […] The post The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow first appeared on Adrian Swinscoe.
Northridge Group
JULY 9, 2024
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why. The post Customer Journey Mapping: Moments of Truth first appeared on Northridge Group.
DCX
JULY 9, 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 this week's DCX Newsletter Here's a sneak peek of what's in store: The CX Flywheel: A Refresher Ten innovative concepts to improve your CX Flywheel: Kickstarting Your CX Flywheel: From Theory to Practice The Payoff: Why Your
Advertisement
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.
Beyond the Arc
JULY 9, 2024
Instant payments may soon become a game-changer in the competitive landscape for banks and credit unions. As more financial institutions (FIs) offer this convenience, marketing instant payments will require compelling strategies to stand out in a crowded market. Focusing on speed will not be enough. Marketers will need to convey the value of instant [.
Optimove
JULY 9, 2024
Re-engage your churned customers with this guide Download Now Why it Matters: Mastering customer data is crucial for marketers to personalize experiences, boost loyalty, and maximize ROI. Self-Serve Data Ingestion frees marketers from traditional dependencies, empowering them to integrate and activate data independently. Here’s how Optimove’s new Self-Serve Data Ingestion enhances efficiency, agility, and personalization for marketers.
CSM Magazine
JULY 9, 2024
Home Group transforms contact centre operations with Business Systems Ltd, achieving rapid ROI and significant efficiency gains. Home Group, one of the UK’s largest providers of high-quality housing and integrated housing, health, and social care, has partnered with Business Systems Ltd , an industry expert in digital communications solutions, to help transform its contact centre operations.
NobelBiz
JULY 9, 2024
What is a Telemarketing Call Center ? A lead generation call center is a specialized contact center dedicated to identifying and cultivating potential customers for a business. These centers use strategic communication techniques to create interest in a company’s products or services, nurturing potential clients into valuable leads. The goal is to streamline the sales process by ensuring that sales teams have a steady pipeline of qualified prospects.
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.
SurveySensum
JULY 9, 2024
Did you know that Starbucks customers visit the store approximately 6 times per month on average? Why do you think that is? – It’s the experience they create from the moment you walk into their store to the moment you leave and even beyond that. And because of this experience, the coffee giant currently enjoys an NPS score of 77, one of the highest in the sector!
Optimove
JULY 9, 2024
WNBA games involving Caitlin Clark attracted approximately three times more bets than games without her in May, according to recently released results of an analysis by marketing firm Optimove. The post Betting buzz: Caitlin Clark, Indiana Fever draw 3 times more bets than WNBA average appeared first on Optimove.
Forrester's Customer Insights
JULY 9, 2024
In a transforming market, digital service providers must move towards delivering value for digital business strategy.
Thematic
JULY 9, 2024
There is a lot of talk about Generative AI and Large Language Models. Analysts and vendors encourage everyone to jump on the “AI train” to save costs and upskill yourself. Practitioners share war stories of working with data scientists to test out the latest LLMs. When it comes to Gen AI, there’s lots of marketing speak, but then, there’s research!
Advertisement
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.
Forrester's Customer Insights
JULY 9, 2024
A revenue process transformation isn’t a project or single workshop initiative. It’s an ongoing, collaborative effort that requires organizations to meet their buyers at every stage of their journey. Learn what it takes to get started.
Expert insights. Personalized for you.
284 
Let's personalize your content