Doing CX Right
SEPTEMBER 26, 2024
Learn how fostering employee accountability, not just responsibility, can transform your customer experiences and drive sustainable business success. The post Accountability vs. Responsibility: What’s Costing You Customers appeared first on Doing CX Right.
InMoment XI
SEPTEMBER 26, 2024
Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. Customers don’t want to call; they want quick and easy solutions. The moment they have to dial your number, frustration is likely already simmering. The friction of navigating IVRs, waiting on hold, and repeating information can erode loyalty in seconds.
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Calabrio
SEPTEMBER 26, 2024
Analytics Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution Share Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this. With heightened regulatory scrutiny and the growing need to protect sensitive information, these tools are now essential for teams across the organization, from sales and legal to health
TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Calabrio
SEPTEMBER 26, 2024
Analytics Pourquoi l’enregistrement de la conformit et la gestion de la qualit sont importants au-del du centre de contact : L’importance d’une solution tout-en-un base sur l’informatique dmatrialise Sautez en avant Share Traditionnellement, l’enregistrement de la conformit et la gestion de la qualit taient considrs comme des outils pour les centres de contact.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 26, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
AWS Machine Learning
SEPTEMBER 26, 2024
Aerospace companies face a generational workforce challenge today. With the strong post-COVID recovery, manufacturers are committing to record production rates, requiring the sharing of highly specialized domain knowledge across more workers. At the same time, maintaining the headcount and experience level of the workforce is increasingly challenging, as a generation of subject matter experts (SMEs) retires and increased fluidity characterizes the post-COVID labor market.
Forrester's Customer Insights
SEPTEMBER 26, 2024
As we prepare to launch our 2025 predictions, we look back on some of the ones we made a year ago. Find out how we did, and get a first peek at what our forthcoming predictions will cover.
Blueshift
SEPTEMBER 26, 2024
Credit union member engagement is essential for long-term growth and member loyalty. When members are more engaged, they tend to use more services, remain loyal, and advocate for their credit union. This blog will cover key strategies credit unions can use to increase member engagement, including personalized communication, rewards programs, and improved digital experiences.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Strativity
SEPTEMBER 26, 2024
Download our eBook to learn the six behavioral science principles that are essential for building relevant products and meaningful experiences for consumers.
CSM Magazine
SEPTEMBER 26, 2024
A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions of pounds and wasting hours of their time. Around 45% of respondents had contacted their broadband supplier and 42% had contacted their energy provider in the past year, with many facing issues related to long wait times for assistance and resolutions.
BirdEye
SEPTEMBER 26, 2024
Let’s talk about your potential patients for a moment. They’re out there, scrolling through Google, feeling nervous about finding the right doctor. So they type in a search, and your practice appears, but what catches their eye? It’s not just your credentials or your website – it’s the candid experiences shared by your previous patients in the form of Google reviews.
Advantage Communications
SEPTEMBER 26, 2024
upskilling and reskilling in the BPO industry, skill development, technological advancements and customer expectations, workforce and employee training
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
BirdEye
SEPTEMBER 26, 2024
An online presence is as important for a doctor’s practice as a stethoscope. Just as a physical front desk welcomes patients, your digital front desk–Google My Business (now Google Business Profile)—helps them find your practice, learn about your services, and even book appointments. Here’s why Google My Business (GMB) profile is a big deal for healthcare providers: Local search: A GMB profile ensures your practice appears prominently in local search results when patients search for
CSM Magazine
SEPTEMBER 26, 2024
In today’s fast-paced world, the expectations of students are rapidly evolving. With the rise of technology and digital transformation, students are more connected, informed, and engaged than ever before. But here’s the catch: they also expect seamless experiences from the institutions they expect. Sound familiar? These expectations are very much aligned with what consumers demand from businesses today.
BirdEye
SEPTEMBER 26, 2024
Twitter (now rebranded to X) is a powerful platform for connecting with your audience, building brand awareness, and driving engagement. Businesses prefer Twitter over other social media platforms because of its unique capabilities like: The 280-character limit for quick conversations Quickly respond to customer complaints and provide support Generate targeted leads through targeted ads Establish a strong social media reputation Having the right tools is crucial to making the most of this platfo
CSM Magazine
SEPTEMBER 26, 2024
Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. These services can lead to higher customer satisfaction and loyalty, providing a more dynamic, personal experience.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
SurveySensum
SEPTEMBER 26, 2024
Every interaction you have with your customer or potential customer is a chance for you to improve and build a brand rooted in trust, loyalty, and customer-centricity. Every touchpoint in a customer journey is an opportunity to create an experience that isn’t just positive but also convenient and seamless. Now a question arises: how can brands position themselves as unique and valuable to the current ecosystem, especially when competitors are just a click away?
CSM Magazine
SEPTEMBER 26, 2024
Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years. The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.
Very Best Service
SEPTEMBER 26, 2024
The Future of Customer Service: AI, Automation, and Human Connection Introduction The landscape of customer service is undergoing a rapid transformation, driven by advancements in artificial intelligence (AI) and automation. While these technologies offer significant benefits, there's a growing concern about the potential erosion of human connection in customer interactions.
CSM Magazine
SEPTEMBER 26, 2024
Businesses have various software options when it comes to managing payroll efficiently. One critical factor that affects the decision-making process is the operating system. With the prevalence of both Mac and Windows users in today’s workplace, it’s essential to understand how payroll software performs on these platforms. This post explores the pros and cons of using payroll software for Mac versus Windows, providing insights to help businesses make an informed choice.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Forrester's Customer Insights
SEPTEMBER 26, 2024
Customers’ task completion is a measure of success for many companies, but to create a good user experience, it is just the bare minimum. There is more to consider for creating good, fulfilling experiences. Learn key practices to enhance user trust and confidence in digital experiences.
CSM Magazine
SEPTEMBER 26, 2024
In today’s competitive marketplace, customer satisfaction is the key to success for any business. Returns, a common yet often challenging aspect of retail, can greatly impact a customer’s overall experience. When handled adeptly, returns offer a valuable opportunity to reinforce customer trust and enhance brand reputation. Our guide explores effective strategies for managing returns, turning potential dissatisfaction into moments of delight, and ultimately maximizing customer satisfa
Forrester's Customer Insights
SEPTEMBER 26, 2024
A l'approche du lancement de nos prévisions pour 2025, nous revenons sur certaines d'entre elles formulées l'an dernier. Découvrez comment nous nous en sommes sortis et obtenez une première impression des thèmes que traiteront nos prochaines prévisions.
CSM Magazine
SEPTEMBER 26, 2024
Customer support has become a critical component in the highly competitive sports betting industry. As the market grows, platforms are increasingly looking for ways to differentiate themselves, and top brands are using exceptional customer service as a key strategy to build loyalty. According to Smart Betting Guide , one of the most recognizable authorities when it comes to reviews of sportsbooks, the quality of the customer support could be very indicative of the overall future success of any b
Advertiser: ZoomInfo
Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.
Forrester's Customer Insights
SEPTEMBER 26, 2024
Während wir uns auf die Veröffentlichung unserer Prognosen für 2025 vorbereiten, blicken wir auf einige unserer Prognosen zurück, die wir vor einem Jahr gemacht haben. Finden Sie heraus, wie es uns ergangen ist, und werfen Sie einen ersten Blick darauf, was unsere kommenden Prognosen abdecken werden.
AWS Machine Learning
SEPTEMBER 26, 2024
Amazon SageMaker Studio provides a single web-based visual interface where different personas like data scientists, machine learning (ML) engineers, and developers can build, train, debug, deploy, and monitor their ML models. These personas rely on access to data in Amazon Simple Storage Service (Amazon S3) for tasks such as extracting data for model training, logging model training metrics, and storing model artifacts after training.
2020 Research
SEPTEMBER 26, 2024
Key Takeaways After watching the Harris-Trump debate, none of the voters changed their minds about which candidate to support. Voters have a lot of questions about the economic plans that have been presented by Trump and Harris. Overall, the state of the country’s economy continues to be the top concern for these voters. In this Article Context for Georgia Swing Voter Group Views Before and After the First Presidential Debate Which Candidate Won the Debate How Georgia Swing Voters Feel
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