TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI f

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

InMoment XI

MARCH 11, 2024

So many businesses today are focused on getting feedback for the sake of getting feedback. They want 5-star reviews and soaring metrics. But, most businesses fail to act on a lot of the feedback they receive. In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?

Customer Experience 154

Customer Experience Entertainment Loyalty Customer Centricity 154

Retently

MARCH 11, 2024

Are you curious about the genuine reactions of your attendees after they experience your event? Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. In this guide, you’ll find why they are important, areas to focus on, and 35 essential post-event survey questions crafted to draw out the insights you need.

Survey 127

Survey Analysis Feedback Effort Score 127

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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

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI , chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI

Chatbots 109

Chatbots Self Service Culture Virtual Agent 109

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 99

Call Center Gamification Contact Center Employee Engagement 99

dscout People Nerds

MARCH 11, 2024

When everything is a priority, nothing is a priority. Read on about how to get more done and keep your stakeholders happy.

How To 98

How To 98

BirdEye

MARCH 11, 2024

Hashtags are more than just a trend; they are a vital tool for businesses aiming to boost their online presence and engage their target audience effectively. According to a recent survey by Birdeye, 79% of businesses produce their social media content in-house, underscoring the necessity of arming these businesses with the proper tools and strategies for success.

Social Media 72

Social Media Trends Analytics Connections 72

Adrian Swinscoe

MARCH 11, 2024

Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.

Contact Center 59

Contact Center Employee Engagement Employee Experience Innovation 59

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

BirdEye

MARCH 11, 2024

When Birdeye conducted a survey, we found that 87% of the respondents considered Facebook important or mission-critical. This statistic proves that it is the top choice among our customers. But why so? Well, Facebook, the OG of social media platforms, offers a highly engaged community that reaches 3.3 billion people daily. This is a golden opportunity for multi-location businesses to use virtual events as a powerful tool to engage with local communities and enhance brand reputation.

Social Media 59

Social Media Engagement Guidelines Tips 59

Doing CX Right

MARCH 11, 2024

Stacy Sherman and featured guest, Bernie Borges, explain how marketing and content strategies can enhance your customer relationships and grow your business. Listen to the Doing CX Right podcast now. The post Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships appeared first on Doing CX Right.

Strategy 59

Strategy Marketing Customer Service Customer relationships 59

Brandwatch CX

MARCH 11, 2024

We tracked social media mentions of the Oscars 2024 to see which moments got people talking the most. Here's everything you need to know.

Social Media 64

Social Media 64

Team Support

MARCH 11, 2024

Is your team ready for the future of customer support? We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Future is Now First things first - let's talk about how customer support has evolved. Gone are the days when customer service was just a cold, impersonal phone call. Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation.

Trends 52

Trends Self Service Social Media Omni-Channel 52

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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

Uplight

MARCH 11, 2024

Exciting news: Avangrid has been selected as the winner for SECC’s 2024 Best Practices Award in the Cultural Transformation category! This award recognizes Avangrid’s shift toward customer-centricity by developing new organizational philosophies, strategies, and metrics for customer success. Avangrid has brought together previously separated teams and functions— including Product, Marketing, IT, Design, Software Engineering, and Read More The post Avangrid wins SECC’s 2024 Best Practices Award

Culture 52

Culture Customer Centricity Metrics Software 52

Team Support

MARCH 11, 2024

Is your team ready for the future of customer support? We've compiled some of the latest trends and advancements that will shape the landscape of customer service. The Future is Now First things first - let's talk about how customer support has evolved. Gone are the days when customer service was just a cold, impersonal phone call. Nowadays, the customer support landscape is more akin to a bustling city, full of life, interaction, and innovation.

Trends 52

Trends Self Service Social Media Omni-Channel 52

SurveySparrow

MARCH 11, 2024

Have you ever wondered what’s behind those graphs and charts you see on the news? Often, they are the results of polls , a tool used to collect public opinions on everything, ranging from politics to product preferences. There are different types of polls to gather various kinds of data. In this blog, we’ll explore the major types, their purpose, how they work, and some examples to help you understand better.

Survey 52

Survey Trends Groups Social Media 52

CX University

MARCH 11, 2024

Best Practices for Measuring Campaign Success In today’s complex marketing landscape, the ability to analyze omnichannel data effectively is essential for businesses seeking to measure the success of their marketing campaigns. By leveraging best practices in omnichannel data analysis, organizations can gain valuable insights into the impact of their marketing efforts across various touchpoints, leading to more informed decision-making and optimized strategies.

Omni-Channel 52

Omni-Channel Analysis Data Touchpoint 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

MARCH 11, 2024

Selecting a B2B fulfilment partner is a decisive move, akin to choosing a relay teammate in a high-stakes race. It’s about finding that entity which not only passes the baton swiftly but also understands the nuances of your track. Your choice can catapult you forward or leave you lagging behind, complicating logistics rather than streamlining them.

B2B 52

B2B Exceptional Customer Service Technology Software 52

SurveySensum

MARCH 11, 2024

A positive employee environment plays a crucial role in shaping workplace culture, extending beyond mere job satisfaction to foster an atmosphere where individuals feel valued, respected, and integral to the organization’s success. A happy workplace not only improves individual feeling good, but also lays the groundwork for increased productivity, creativity, efficiency, and teamwork.

Tips 52

Tips Culture Feedback Survey 52

CSM Magazine

MARCH 11, 2024

There is hardly a physical or online casino today without roulette, but this fun game’s history dates back to the 17th century. Gambling history has it that the creation of this game can be credited to Blaise Pascal, a brilliant mathematician and physicist at the time. Technology such as augmented reality is now set to revolutionize the customer experience and make the game even more user immersive.

Travel 52

Travel Technology Customer Experience Knowledge Base 52

Helpt

MARCH 11, 2024

Introduction A wise man once said: “Set low expectations and you will never be let down”. Now this doesn’t necessarily apply to how you should run your business, but the core philosophy still shines. You don’t want to over-promise, and you always want to ensure you deliver to the standard you set. In the world of business relationships, you need to set realistic SLA’s (service level agreements) and SLO’s (service level objectives).

Training 52

Training Measurement Feedback Metrics 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

Kapta Customer Success

MARCH 11, 2024

Six misconceptions are reducing customer QBR engagement. Learn about these myths and how to overcome them to increase engagement and outcomes.

Engagement 59

Engagement Customer Engagement Customers How To 59

Brandwatch CX

MARCH 11, 2024

We tracked social media mentions of the Oscars 2024 to see which moments got people talking the most. Here's everything you need to know.

Social Media 59

Social Media 59

Strativity

MARCH 11, 2024

We discuss how Acquia has charted a path to growth through its commitment to incremental, open-source innovations, flexibility and composable solutions.

Innovation 52

Innovation Marketing 52

Forrester's Customer Insights

MARCH 11, 2024

We explore key findings for APAC from Forrester’s 2023 Field Marketing Survey to help organizations understand the state of Field Marketing regionally and what this means for the operation and organization of a future fit field marketing organization.

Marketing 57

Marketing Survey B2B Strategy 57

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

Strativity

MARCH 11, 2024

We discuss how Acquia has charted a path to growth through its commitment to incremental, open-source innovations, flexibility and composable solutions.

Innovation 52

Innovation Marketing 52

Forrester's Customer Insights

MARCH 11, 2024

(coauthored by Forrester Senior Research Associate Victoria Manes) In Europe, a tough economic and geopolitical context is contributing to increasingly polarized discussions on the environment.

Consumers 53

Consumers Groups B2C Trends 53

SmartKarrot

MARCH 11, 2024

In the complex realm of Customer Success , crafting a plan that resonates with both the client and your internal team is the key to sustainable growth. As a Customer Success Manager, I have found one plan that stands out above the rest – The JOINT SUCCESS Plan. This plan is not just a document; it’s a strategic approach that aligns your team’s efforts with the client’s goals, fostering a collaborative journey towards success.

Customer Success 8

Customer Success ROI Customer Centricity Connections 8