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.
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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.
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
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
AWS Machine Learning
OCTOBER 9, 2024
Amazon Lookout for Metrics is a fully managed service that uses machine learning (ML) to detect anomalies in virtually any time-series business or operational metrics—such as revenue performance, purchase transactions, and customer acquisition and retention rates—with no ML experience required. The service, which was launched in March 2021, predates several popular AWS offerings that have anomaly detection, such as Amazon OpenSearch , Amazon CloudWatch , AWS Glue Data Quality , Amazon Redshift M
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.
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.
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.
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.
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.
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?
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.
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.
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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.
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.
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.
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.
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.
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.
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.
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.
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.
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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.
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.
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