eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 298

B2B Strategy Customer Experience Customer Journeys 298

InMoment XI

SEPTEMBER 16, 2024

What is Patient Feedback? Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. The goal of collecting patient feedback is to pinpoint areas for improvement in healthcare operations.

Feedback 195

Feedback Healthcare Hospitality Wait Times 195

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

AWS Machine Learning

SEPTEMBER 16, 2024

The clustered regularly interspaced short palindromic repeat (CRISPR) technology holds the promise to revolutionize gene editing technologies, which is transformative to the way we understand and treat diseases. This technique is based in a natural mechanism found in bacteria that allows a protein coupled to a single guide RNA (gRNA) strand to locate and make cuts in specific sites in the targeted genome.

Training 119

Training Metrics Data Healthcare 119

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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

The DiJulius Group

SEPTEMBER 16, 2024

Have you ever been accused of becoming a freak? Maybe you should be flattered… Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.

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Conference Leadership Groups Customer Service 92

Middlesex Consulting

SEPTEMBER 16, 2024

Purpose of this article Any product that uses fossil fuel to generate power will eventually be a candidate for repowering (conversion to electric power.) It may be a battery, solar panel, or fuel cell, but it must reduce its impact on global warming. The conversion will have short—and long-term effects on the OEM’s aftermarket business. […] The post Repowering School Buses: A Case Study appeared first on Middlesex Consulting.

Case Study 78

Case Study Study Consulting Financial 78

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

Doing CX Right

SEPTEMBER 16, 2024

Discover how pay equity impacts both employee engagement and customer experience, with actionable insights for business and personal growth. The post The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences appeared first on Doing CX Right.

Customer Experience 59

Customer Experience Employee Engagement Customers Engagement 59

Interactions

SEPTEMBER 16, 2024

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.

Interaction 62

Interaction Return on Investment Innovation Social Media 62

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

Adrian Swinscoe

SEPTEMBER 16, 2024

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.

Insurance 59

Insurance Chief Customer Officer Loyalty Connections 59

2020 Research

SEPTEMBER 16, 2024

Key Takeaways Convenience is Key: IHUTs simplify participant access, broadening the spectrum of user demographics for rich, comprehensive insights. Real-Life Insights: By placing products in authentic settings, IHUTs yield invaluable usage data, ensuring your products resonate with real-world demands, not just lab conditions. Navigate the Cons: It’s necessary to consider the challenges posed by complexity, timeline constraints, costs, and data quality concerns when planning an IHUT.

Travel 52

Travel Data Analysis Engagement 52

Optimove

SEPTEMBER 16, 2024

Up your mobile marketing game with this guide Download Now Why it Matters: Understanding how European lotteries leverage digital strategies and personalization is crucial for U.S. lottery brands to stay competitive. By adopting these proven tactics, you can boost player engagement, attract younger audiences, and build stronger loyalty—essential for thriving in today’s evolving market.

Gamification 52

Gamification Marketing Loyalty Programs Social Media 52

Support EXP

SEPTEMBER 16, 2024

“Great things are done by a series of small things brought together.” – Vincent Van Gogh Change is happening every day, but sometimes our perspective keeps us from seeing the big picture. We can be so embedded in the process that we lose sight of what we are growing or building toward. An overly narrow or intense focus obscures the ultimate fruit of our efforts.

Banking 52

Banking Financial Touchpoint Training 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

SurveySensum

SEPTEMBER 16, 2024

Product development is not a one-time thing – it’s a continuous process that needs new innovations and honest feedback from customers and trust me honest feedback is hard to come by. While gathering feedback via surveys is a smart strategy, it lacks real-time insights into the customer sentiments, and in-moment feedback while exploring the overall product or a certain feature.

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NPS Survey User Experience Touchpoint 52

Strativity

SEPTEMBER 16, 2024

The post The Fastest Growing Demographic Segment in Consumer Tech is Not What You Think appeared first on Material.

Consumers 52

Consumers 52

Ascribe

SEPTEMBER 16, 2024

[FOR IMMEDIATE RELEASE] Cincinnati, OH, September 16, 2024 Ascribe , a pioneer in open end analysis and verbatim coding solutions, proudly announces the launch of two groundbreaking innovations, Theme Extractor 2.0 and Ask Ascribe, designed to enhance productivity and accuracy for market researchers and data analysts. By leveraging Ascribe’s 25 years of expertise delivering industry-proven text analysis solutions combined with the latest advancements in Artificial Intelligence (AI) and Natural L

Analysis 40

Analysis Innovation Net Promoter Score Omni-Channel 40

Strativity

SEPTEMBER 16, 2024

The post No, the Customer isn’t Always Right – How to Get the Most from your CX Data appeared first on Material.

Data 52

Data How To Customers 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

Ascribe

SEPTEMBER 16, 2024

Qualitative data, especially open-ended responses, can provide deep insights into consumer behavior, preferences, emotions, and desires. However, extracting actionable insights from qualitative data is more difficult than briefly skimming through survey responses or counting frequency, instead, it requires quantitative analysis of the open-ended responses in your data set and then effective visualization of the results.

Analysis 40

Analysis Infographics Trends Tools 40

Strativity

SEPTEMBER 16, 2024

The post Elevating Digital Experiences: A Deep Dive into Open DXPs appeared first on Material.

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Forrester's Customer Insights

SEPTEMBER 16, 2024

Looking for ways to improve your fraud management capabilities? Learn six key ways generative AI can help in this preview of a session at our upcoming Security & Risk Summit in Baltimore December 9-11.

Management 41

Management 41

Strativity

SEPTEMBER 16, 2024

The post Employees Are the New Customers appeared first on Material.

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

Forrester's Customer Insights

SEPTEMBER 16, 2024

As AI continues to evolve at a breakneck pace, it’s tempting to throw out the rulebook and embrace the latest thing. But when it comes to process management, striking a balance between innovation and reliability is wise. Traditional tools like DPA, RPA, and document automation have been workhorses for decades, streamlining operations and saving time.

Management 40

Management Innovation Tools Customers 40

Forrester's Customer Insights

SEPTEMBER 16, 2024

European B2B marketers are charting their course through a multifaceted and shifting terrain. Confronted with fluctuating economic climates, inefficiencies in processes, data management hurdles and recruitment challenges, these decision-makers are tasked with driving customer-obsessed growth through both enhanced efficiency and a strong emphasis on innovation to stay ahead in the game.

B2B 40

B2B How To Course Innovation 40

Forrester's Customer Insights

SEPTEMBER 16, 2024

A variant of the Mirai DDoS botnet that arrived in late 2016 and has remained active (because its creators released the malware for anyone to use), is using unpatched (and in this case unpatchable) AVTECH closed-circuit television cameras as part of its botnet to attack targets-of-opportunity, such as an early target of the French hosting […]

Trends 36

Trends 36

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The Oracle Services Landscape, Q3 2024’. Since the last edition of this Forrester landscape, Oracle customers have been eager to modernize their enterprise applications’ footprint and adopt SaaS principles. Customers of heritage products like E-Business Suite, PeopleSoft, etc.

Customers 34

Customers 34

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

Forrester's Customer Insights

SEPTEMBER 16, 2024

We recently completed ‘The SAP Services Landscape, Q3 2024’. A lot has changed in the SAP ecosystem since the last edition of this Forrester landscape. SAP ECC to SAP S/4HANA cloud migrations are taking center stage for the vast majority of SAP clients.

Customers 34

Customers 34

Forrester's Customer Insights

SEPTEMBER 16, 2024

In May, Forrester announced our Security & Risk Enterprise Leadership Award. The Security & Risk Enterprise Leadership Award will recognize organizations — and their leaders — that have transformed the security, privacy, and risk management functions.

Leadership 34

Leadership Management Customers 34

Forrester's Customer Insights

SEPTEMBER 16, 2024

This morning, attorneys for TikTok appeared before the federal appeals court in Washington – challenging a law signed in April that forces the app to either cut ties with its China-based parent company (ByteDance) or be banned. Whta’s at stake? TikTok’s 170 million U.S. users and 7 million businesses who rely on the app.

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Company Social Media B2C Marketing 32