Northridge Group
OCTOBER 9, 2024
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you and what they are feeling along the way is more important than ever for positive CX and long-term brand loyalty. One powerful tool that can help you achieve just that […] The post Customer Journey Mapping Playbook first appeared on Northridge Group.
eglobalis
OCTOBER 9, 2024
When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.
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InMoment XI
OCTOBER 9, 2024
From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Are they satisfied with your overall product? Is there anything about your service they wish they could change? How likely are they to recommend your brand to their friends? Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.
Bill Quiseng
OCTOBER 9, 2024
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.
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.
Joe Rawlinson
OCTOBER 9, 2024
Establishing a professional ambience is essential for any business property. The environment of a workspace influences not only how clients perceive the business but also the productivity and morale of the employees. A well-designed space can instill confidence in visitors and create a positive atmosphere that sets your business apart. Whether you own a corporate office, a retail store, or a hospitality venue, creating a cohesive and polished look is key to leaving a lasting impression.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
MiaRec
OCTOBER 9, 2024
Did you know that 62% of millennials and 75% of Gen-Z customers almost always prefer self-service to contacting customer support? But that doesn't mean your contact center can't assist them in their customer journey. On the contrary! Using Voice of Customer (VoC) insights gleaned from your call recordings delivers valuable data to create the best self-service experience for them.
Clarivate
OCTOBER 9, 2024
In recent years, a stream of new technologies, regulations and the pandemic served as a catalyst for creating new operating models. In-house IP departments and law firms quickly adopted home working and embraced digitalization. Now that departments have settled into these new work models, leaders have the time to tactfully readdress industry best practices and ensure their departments are performing as seamlessly as possible.
Kapta Customer Success
OCTOBER 9, 2024
Account reviews are vital for retention, growth, and client satisfaction. Analyzing client needs helps address challenges, find opportunities, and deliver value.
Optimove
OCTOBER 9, 2024
See the difference control groups make in this guide Download Now Why it matters: Marketers will learn the importance of identifying pivotal moments in a customer’s life where they need guidance and support and delivering marketing that helps them through that journey. By doing so, a brand can create an emotional connection with the consumer, building trust and driving loyalty that lasts a lifetime.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
CSM Magazine
OCTOBER 9, 2024
Today, World Mental Health Day, England’s leading first aid charity St John Ambulance is joining global calls for organisations to prioritize mental health first aid in the workplace. The official theme this year is Mental Health at Work. The latest World Health Organization (WHO) figures reveal an estimated 12 billion working days are lost every year to depression and anxiety globally.
Amplifai Coaching Category
OCTOBER 9, 2024
Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.
2020 Research
OCTOBER 9, 2024
Iselin, NJ—October 9, 2024 Sago ( formerly Schlesinger Group ), a trusted leader in market research, announced today that Reed Cundiff has stepped down as Chief Executive Officer (CEO) and as a member of the Board of Directors, effective immediately. In his place, Steve Schlesinger , Executive Chairman of Sago’s Board of Directors, and former CEO has resumed the role of CEO , effective immediately.
CSM Magazine
OCTOBER 9, 2024
For one week a year, the spotlight shines on the people who make a difference behind the scenes: customer service professionals. The role of these teams can’t be overstated – they’re the human face of the brand, and when companies support them, customer loyalty and business growth naturally follow. Whether it’s a kind word or a small favor, gratitude is all about the details.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Optimove
OCTOBER 9, 2024
Optimove, the first Customer-Led Marketing Platform, announced the launch of OptiPromo, a groundbreaking solution designed for B2C marketers that delivers dynamic, CRM-powered promotions and rewards tailored to each customer. This innovative solution automates complex reward calculations and leverages customer data to enhance engagement and optimize promotion spending, ultimately boosting retention and profitability.
CSM Magazine
OCTOBER 9, 2024
Online gamblers often need assistance, whether to resolve issues or seek information. As customer service options evolve, two primary channels stand out: live chat and email support. When it comes to immediate responses and real-time communication, live chat typically outperforms email support, making it a more efficient choice for those engaged in online gambling.
Forrester's Customer Insights
OCTOBER 9, 2024
US healthcare industry giant CVS Health is considering a strategic breakup of its retail and insurance units. A potential split would mark a significant shift in the company’s “one-stop-shop” strategy they’ve already invested billions to realize.
AWS Machine Learning
OCTOBER 9, 2024
Amazon Q Business is a fully managed, generative AI-powered assistant that you can configure to answer questions, provide summaries, generate content, and complete tasks based on your enterprise data. Amazon Q Business offers over 40 built-in connectors to popular enterprise applications and document repositories, including Amazon Simple Storage Service (Amazon S3) , Salesforce, Google Drive, Microsoft 365, ServiceNow, Gmail, Slack, Atlassian, and Zendesk and can help you create your generative
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
Forrester's Customer Insights
OCTOBER 9, 2024
It’s been a banner year for healthcare, and not in a good way. As a healthcare provider, if your patients had trouble filling a prescription, if you struggled to submit claims to generate much-needed revenue, or if you had to ask a patient to reschedule a non-essential medical procedure, your organization has been a victim of healthcare concentration risk.
CSM Magazine
OCTOBER 9, 2024
The impact of Word of Mouth (WOM) on business cannot be underestimated. Traditional marketing methods still hold value, but the influence of an authentic customer recommendation is unparalleled. If you’ve experienced a friend raving about a product or service, you know how powerful word of mouth can be. But what exactly makes it so effective, and how can businesses harness its potential for growth and profitability?
Forrester's Customer Insights
OCTOBER 9, 2024
Nearly all CX measurement and VoC efforts use customer surveys. But your surveys are costlier than you think. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers. Hidden costs are more problematic because we don’t consider them enough.
Advantage Communications
OCTOBER 9, 2024
The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. With the rise of digital services (such as websites and apps) and the growing demand for round-the-clock service, airlines face the challenge of maintaining high-quality customer support across multiple touchpoints.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
SurveySensum
OCTOBER 9, 2024
Running a large enterprise is tough enough, with multiple products, a worldwide presence, and diverse customers. And when customer feedback influx from multiple channels, it becomes a true nightmare. This is where Enterprise Feedback Management comes in, enabling businesses to streamline feedback collection, management, and analysis from multiple channels across different touchpoints in the customer journey.
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