Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Amidst this sea of change, one methodology has emerged as a lighthouse guiding businesses toward success – Design Thinking! Design Thinking, at its core, is a human-centered approach that empathizes with the user, understands their needs, ideates solutions, and prototypes,

Customer Centricity 294

Customer Centricity Competitive Advantage Innovation Customer Journeys 294

InMoment XI

MARCH 5, 2024

Any successful business knows that understanding their customers is key to success. The best way to do that is by being able to understand the vast amounts of unstructured data that come with customer interactions. What is Unstructured Data? Unstructured data refers to information that doesn’t have a predefined data model or isn’t organized in a structured manner like traditional databases.

Data 195

Data Customer Experience Social Media Analysis 195

Experience Investigators by 360Connext

MARCH 5, 2024

Ever felt like you’re walking a tightrope trying to satisfy high-maintenance clients while keeping your team’s spirits high? You’re not alone, and in this episode, we’re tackling that very challenge. Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values.

Customer Experience 143

Customer Experience Customer Journeys Resources Customers 143

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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

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

ShepHyken

MARCH 5, 2024

In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.

Customer Experience 87

Customer Experience Entertainment Customer Service Training Connections 87

Cyara

MARCH 5, 2024

Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.

Contact Center 76

Contact Center Communication Connections Call Center 76

Playvox

MARCH 5, 2024

One thing that’s certain is change. This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist.

Self Service 78

Self Service Contact Center Management Effort Score 78

Cyara

MARCH 5, 2024

Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.

Contact Center 76

Contact Center Communication Connections Call Center 76

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 5, 2024

In the whirlwind of tweets, likes, shares, and comments, a goldmine of insights is waiting for savvy businesses to listen. This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends. Following this, when Birdeye conducted a survey, we found an interesting fact: 81% of businesses manage social media at the corporate level.

Social Media 59

Social Media Multi-Channel Trends Tips 59

Zonka Feedback

MARCH 5, 2024

What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score. It tells you the specific aspects of your product, service, or brand experience that are driving satisfaction or dissatisfaction.

Net Promoter Score 59

Net Promoter Score NPS Analysis Loyalty 59

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

BirdEye

MARCH 5, 2024

The way we search for information is undergoing a monumental shift, and for multi-location businesses, this shift presents both challenges and exciting opportunities. At the forefront of this change stands Google’s Search Generative Experience (SGE) , a technology poised to revolutionize how users interact with search engines and how businesses like yours connect with potential customers.

Social Media 59

Social Media Interaction Government Trends 59

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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

Circular Edge

MARCH 5, 2024

Author : Deepak Sharma Introduction Integrating JD Edwards (JDE) with third-party software allows businesses to streamline processes, share data, and increase efficiency across different systems. There are several ways to achieve this integration, depending on the nature of the third-party software and the capabilities of JDE. Here are some common integration methods: 1.

Software 52

Software Government B2B System 52

SurveySparrow

MARCH 5, 2024

Do you know that data analysis has now become crucial for corporate decision-making? However, dealing with raw data is time-consuming and labor-intensive. So how do you uncover those crucial business insights? Yes, you got that right. Through Executive Dashboards! Executive Dashboards serve as visual tools, converting complex data into graphical representations.

Industry 52

Industry Net Promoter Score Hospitality Healthcare 52

ImprintCX Articles

MARCH 5, 2024

For an organization to be truly customer-centric, it must have a CX vision and objectives that support the brand vision and business goals. — Beth Karawan, Co-founder & EVP, ImprintCX As it turns out, everything! If the ultimate objective is profitability — and the purpose of marketing is to influence customers to take action that will generate revenue, and the goal of customer experience is to deliver on the promises made by marketing — then these groups/functions/tasks ca

Brands 52

Brands Customer Experience Management Customer Centricity 52

CSM Magazine

MARCH 5, 2024

In the last couple of years, the online gaming arena has witnessed immense changes. This is a result of the entry of sweepstake casinos that have taken their positions among traditional and crypto-based gaming platforms. They have beaten numerous restrictions and, in doing so, achieved the ability to provide access to gaming as a form of entertainment across a multitude of regions.

Industry 52

Industry Entertainment Social Media Government 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

ImprintCX Articles

MARCH 5, 2024

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. This is the new reality, and for many, it can be a daunting prospect. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert their advantage.

Self Service 52

Self Service Sales Social Media Travel 52

Lithium

MARCH 5, 2024

Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Self Service 52

Self Service Social Media Roadmap Insurance 52

Blake Morgan

MARCH 5, 2024

                                             Exceptional customer experience (CX) isn’t just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation.

B2C 52

B2C B2B Exceptional Customer Service Touchpoint 52

CSM Magazine

MARCH 5, 2024

Business Systems Ltd , a leading provider of compliance and digital transformation solutions, has proudly announced the appointment of Mike Wardell as the company’s new Chief Executive Officer (CEO). Mike joins Business Systems from Giacom, where he served as CEO and led the transformation of the business into a cloud marketplace, achieving remarkable success with recurring revenues in excess of £100 million.

System 52

System Innovation Banking Communication 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

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. And trust me, it isn’t just about fixing what’s broken, it’s about fostering a culture that’s inclusive, and downright awesome.

Culture 52

Culture Feedback Survey Employee Engagement 52

CSM Magazine

MARCH 5, 2024

In today’s world, where data holds importance, businesses of all sizes must collect and analyze data to gain valuable insights into customer behavior, market trends, and operational efficiencies. However, with a range of data collection methods, it can be daunting to determine which ones are most suitable for your business’s unique needs.

Data 52

Data Social Media How To Survey 52

SurveySparrow

MARCH 5, 2024

Choosing the perfect form builder for you can be a bit of a hassle, especially when your mind is conflicted in a battle of Formstack vs Google Forms. Do you go for the free and familiar or the feature-rich and customizable one? Don’t worry if you’re confused. We will look into both platforms’ features, strengths, and weaknesses and give you all the data you need to make an informed decision.

Comparison 52

Comparison Survey Analytics Data 52

Circular Edge

MARCH 5, 2024

The Jurgensen Companies, a family-owned leader in asphalt, aggregates, and construction, leverages Circular Edge's expertise in JDE E1 and Concur solutions to drive innovation for high-quality projects. Challenges This project had incredibly challenging time line as the deadline was driven by Concur Team based on Jurgensen’s business plan for using Concur system for Employee Expense Reimbursement and there was no other back up option to postpone Go Live date.

Innovation 52

Innovation Policies Report Data 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

CSM Magazine

MARCH 5, 2024

The global healthcare IT market is growing, poised to reach $1.8 trillion by 2030. It translates to a CAGR of 15.8% from 2024, fueled by several trends, including the use of smartphones. As the number of smartphone users grows, so does its application in healthcare. Remote patient monitoring through mobile apps is becoming increasingly popular, allowing for improved care outside hospital settings.

Engagement 52

Engagement Healthcare Hospitality Gamification 52

Strativity

MARCH 5, 2024

Learn how data plays a key role keeping businesses well-informed about the trends and preferences of their customers, enabling effective personalization.

Data 52

Data Analytics Customer Experience Trends 52

CSM Magazine

MARCH 5, 2024

Today, online shopping is booming like never before, driven by technological advancements and consumer behaviors. Two big players in this area are Artificial Intelligence (AI) and Machine Learning (ML). In this article, we’ll look at how AI and ML are shaking up online shopping and making it better for everyone involved. Key Aspects of E-commerce Changed by AI and ML AI and ML technologies are making big changes in online shopping, spawning numerous e-commerce development solutions.

e-support 52

e-support Analytics Social Media Analysis 52