Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

IntouchInsight

APRIL 30, 2024

At Intouch Insight, we're dedicated to improving our software so our users can keep delivering top-notch customer experiences. This month, we're thrilled to unveil new features within the Intouch Insight Platform.

Software 156

Software Customer Experience Customers 156

Experience Investigators by 360Connext

APRIL 30, 2024

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let’s embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

AWS Machine Learning

APRIL 30, 2024

Today, we announced the General Availability of Amazon Q, the most capable generative AI powered assistant for accelerating software development and leveraging companies’ internal data. “During the preview, early indications signaled Amazon Q could help our customers’ employees become more than 80% more productive at their jobs; and with the new features we’re planning on introducing in the future, we think this will only continue to grow,” shared Dr.

Data 130

Data Company Trends Training 130

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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

Zeisler Consulting

APRIL 30, 2024

I recently had to return a pair of shoes I’d purchased online. I realized immediately when I tried them on just after they were delivered that the size was wrong. Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the exact same box (that we wisely chose not to let the dog get hold of) in which came the original order and all I had to do was swing past any FedEx office to get it back on its way.

Communication 93

Communication Course Resources System 93

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

AWS Machine Learning

APRIL 30, 2024

In the fast-paced world of customer service, efficiency and accuracy are paramount. After each call, contact center agents often spend up to a third of the total call time summarizing the customer conversation. Additionally, manual summarization can lead to inconsistencies in the style and level of detail due to varying interpretations of note-taking guidelines.

Analytics 120

Analytics Customer Service Call Recording Contact Center 120

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.

Entertainment 98

Entertainment Sports Financial ROI 98

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

Helpware

APRIL 30, 2024

Discover how Software Development as a Service (SDaaS) reinvents outsourcing so you can maximize development business value.

Software 87

Software 87

West Monroe

APRIL 30, 2024

Generative AI is one of the hottest topics in financial services, with 63% of companies prioritizing AI over other digital tech initiatives. It's clear that data, value, and technology fluency have become the backbone of investment—but where should you start when it comes to thinking about, planning for, and implementing AI? We present use cases for different areas within your institution where GenAI can be leveraged to gain efficiencies.

Banking 52

Banking Financial Technology Data 52

Helpware

APRIL 30, 2024

Have you ever considered how empires are built? It’s true that tactical-minded generals make the history books. But there’s one forgotten aspect that stretches all the way back to Romans reaching out to engineers from all over the world to build their famous aqueducts. The answer is, of course, outsourcing. In modern times, outsourcing has become a way for businesses to save money and gain skills by shifting activities outside the organization, especially in areas like building operational infra

Software 52

Software Course Resources Technology 52

Zonka Feedback

APRIL 30, 2024

Survey responses are invaluable for understanding customer sentiments and improving products or services. But sifting through endless survey responses to make sense of scattered feedback can be overwhelming. That's where multiple-choice questions come in.

Customer Satisfaction 52

Customer Satisfaction Measurement Survey Feedback 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

Centercode

APRIL 30, 2024

There are a lot of great reasons people become testers. Your testers could be tech early adopters, avid users of your product, or potential customers who happened to come across your beta announcement.

Customers 52

Customers 52

CSM Magazine

APRIL 30, 2024

Leading software firm, Graphisoft, has been recognised for its transition from a perpetual business model to a cutting-edge Software-as-a-Service (SaaS) model. In a project with Sabio Group, the digital customer experience (CX) transformation services specialist, the Hungarian firm was awarded a ‘Project Falcon’ Innovation Award for its transition path to a subscription business model.

Groups 52

Groups Multi-Channel e-support B2C 52

SurveySparrow

APRIL 30, 2024

Online reviews are like a digital mirror for your business – they reflect perceptions of your brand through the eyes of your customers. Like the magic mirror in ‘Snow White’, they also have immense power, because they are the factor that will help a customer decide whether to choose you or your competitor. That’s why monitoring online reviews is crucial for any business.

Management 52

Management How To Tips Guidelines 52

CSM Magazine

APRIL 30, 2024

As technology speeds ahead without looking back, it’s overhauling life as we know it—from everyday habits to job workflows down to basic human connections. One of the industries having the most profound impact is the healthcare sector. Digital innovation here is about fundamentally redefining the patient experience and engagement. Here, we’ll examine how digital transformation in healthcare changes patient engagement and improves health outcomes.

Healthcare 52

Healthcare Engagement Trends Insurance 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

Forrester's Customer Insights

APRIL 30, 2024

Buyer expectations for immediacy, relevance, and instant gratification have carried over from B2C to B2B and been amplified with Millennials and GenZ comprising more than half of the modern workforce. From their consumer interactions, digitally savvy B2B buyers are aware they’re signaling their interests through their behavior, content consumption, and social interactions.

B2B 59

B2B Interaction B2C Consumers 59

CSM Magazine

APRIL 30, 2024

Achieving a 360-degree customer view involves integrating various data sources and technologies to create a comprehensive profile of each customer. This holistic view enables businesses to understand their customers’ preferences, behaviors, and needs, which can enhance customer service, improve customer satisfaction, and drive sales. Here are some key technologies and practices that can help achieve a 360-degree customer view: 1.

Technology 52

Technology e-support Loyalty Programs Social Media 52

Forrester's Customer Insights

APRIL 30, 2024

This year’s CX Summit North America will feature our latest insights into how AI will impact company culture, DEI priorities, customer experience, and more.

Culture 55

Culture Customer Experience Company Measurement 55

CSM Magazine

APRIL 30, 2024

Digital tools are rapidly transforming how patients engage with their care and how providers deliver medical services. These tools are re-chiseling the very structure of the patient experience. They deliver enhanced communication, empower patients with information, and improve access and efficiency. The integration of digital technologies within the healthcare sector is moving the patient from a passive recipient of healthcare to an actively engaged, informed partner in their well-being.

Healthcare 52

Healthcare Tools Wait Times Call Center 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

West Monroe

APRIL 30, 2024

Generative AI is one of the hottest topics in financial services, with 63% of companies prioritizing AI over other digital tech initiatives. It's clear that data, value, and technology fluency have become the backbone of investment—but where should you start when it comes to thinking about, planning for, and implementing AI? We present use cases for different areas within your institution where GenAI can be leveraged to gain efficiencies.

Banking 40

Banking Financial Technology Data 40

Help Scout

APRIL 30, 2024

Unlock the potential of your customer service with analytics, and explore data-driven strategies to improve your business operations.

Analytics 45

Analytics Data Customer Service Customers 45

Forrester's Customer Insights

APRIL 30, 2024

B2B organizations must know their buyers, anticipate their needs, and empower them with each interaction—or lose to providers that do. Signals help transform the way we interact with our audiences across functions, disciplines, and interaction types, helping B2B organizations deliver contextual interactions with immediate value throughout the customer lifecycle.

B2B 36

B2B Interaction Sales Customers 36

Forrester's Customer Insights

APRIL 30, 2024

The basic concept of a strategy is that it describes what an organization plans to do, and very importantly, it excludes the things that the organization doesn’t plan to do. But it’s not just the what that matters: It’s also the how.

Strategy 34

Strategy Customer Experience How To 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

APRIL 30, 2024

Last week, the US Federal Trade Commission released a proposed final ruling banning employers from executing noncompete agreements for nearly all employees — excepting only “senior executives” — and requiring them to notify employees that they’re no longer bound by existing noncompetes.

Employee Experience 32

Employee Experience Customer Experience Customers 32

Forrester's Customer Insights

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Healthcare 32

Healthcare Customer Experience Retail Consumers 32

Forrester's Customer Insights

APRIL 30, 2024

The annual RSA Conference (RSAC) is taking place next week in San Francisco and will welcome thousands of security practitioners from all over the world. Security conferences like RSAC are valuable sources of learning, networking, and inspiration for security leaders and their teams. But they come with the trade-off of being expensive, time-consuming, and overwhelming.

Conference 32

Conference Consumers Trends Customers 32