kommunicate

JULY 5, 2023

Last Updated on July 5, 2023 One purchase. Two scenarios. Imagine you buy the latest iPhone from an eCommerce store, and are returning to buy an accessory. Scenario 1: You get a welcome message as soon as you login that says, “Welcome back John! We are so glad to meet you. What do you want [.] The post Personalization At Scale: How Chatbots Can Drive Personalized Customer Experiences appeared first on Kommunicate Blog.

Chatbots 97

Chatbots Customer Experience Ecommerce Meeting 97

Blake Morgan

JULY 1, 2023

Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first. Here are 100 fresh statistics about the state of customer experience in 2023.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

MyCustomer

JULY 3, 2023

Silos. They're the dreaded beasts lurking in the corners of many organizations, often seen as the primary enemy of a unified, cohesive. 3rd Jul 2023 By Chantel@brandlove.co.

Customer Experience 71

Customer Experience Customers 71

BirdEye

JULY 6, 2023

Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. The current digitally connected world makes that process very easy. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word. This blog post covers the top 8 types of messages that customers can leverage to stay connected with their customers.

Connections 98

Connections Communication Video Customers 98

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. But what if you’re not one of the world’s largest companies? What value can NPS provide for your much smaller, more hands-on business?

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

InMoment XI

JULY 13, 2023

In our recent virtual panel discussion, we explored how different financial firms are embracing the Consumer Duty Act and identified areas where most of their resources have been designated. The panelists engaged in insightful discussions, sharing their organisational challenges and best practices, while attendees were to engage in polls aimed at answering three key questions on preparedness, challenges, and changes related to Consumer Duty.

Consumers 492

Consumers Financial Competitive Advantage Customer Centricity 492

IntouchInsight

JULY 19, 2023

At Intouch Insight, we are always looking to level up our software so that our users can continue to strive for customer experience excellence. This month we have introduced new features to the Intouch Insight Platform.

Software 295

Software Customer Experience Customers 295

BlueOcean

JULY 20, 2023

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.

Contact Center 294

Contact Center Travel Culture Meeting 294

Experience Investigators by 360Connext

JULY 7, 2023

How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. But what if the decision-makers in your organization understood their top objections are actually reasons to support CX?

Customer Experience 271

Customer Experience How To Resources Measurement 271

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

C3Centricity

JULY 10, 2023

As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.

Software 226

Software 226

Alida

JULY 27, 2023

Discover the power of storytelling in maximizing the business impact of customer insights. Learn how to craft compelling research debriefs.

Data 244

Data Customer Insights How To Customers 244

InMoment XI

JULY 20, 2023

It seems like the internet is full of ChatGPT “hacks” these days. We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. And I wouldn’t be the true customer experience nerd that I am if I didn’t ask: “Could we customer experience (CX) professionals leverage ChatGPT customer experience survey questions?

Survey 379

Survey Customer Experience Customers Data 379

IntouchInsight

JULY 19, 2023

Summer is in full swing and consumers who are looking to get out and enjoy the weather need reliable transportation. This naturally has them contemplating whether it's almost time for a new car — and if they can save a bit more on their insurance to save up for one.

Insurance 295

Insurance Transportation Consumers Report 295

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

BlueOcean

JULY 13, 2023

Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Case Study 276

Case Study Sports Customer Care Study 276

Experience Investigators by 360Connext

JULY 7, 2023

In this webinar replay, you’ll discover: How to tell if your CX goals were reasonable and set up properly to achieve success 5 questions you can use to ensure that other leaders within your organization understand – and appreciate – what you’re trying to accomplish An easier way to ensure that everyone in your organization understands CX – and buys into their unique role in delivering excellence Whether you’re gathering the right feedback for the goals you’re trying to achieve

Customer Experience 257

Customer Experience Feedback Customers How To 257

Comm100

JULY 27, 2023

Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.

Study 211

Study Financial Technology Chatbots 211

TechSee

JULY 28, 2023

Introduction The right-to-repair movement has gained significant momentum in recent years, giving consumers the ability, and resources needed to repair their electronics and devices themselves rather than relying solely on authorized repair centers. This movement aims to promote sustainability, cost-effectiveness, and consumer empowerment. Alongside this, advancements in artificial intelligence (AI) and computer vision technology have revolutionized support centers, field service, and self-servi

Self Service 206

Self Service Consumers Company Policies 206

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Alida

JULY 20, 2023

Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.

How To 173

How To Feedback Customers Engagement 173

IntouchInsight

JULY 7, 2023

Consistency plays a crucial role in building and strengthening a brand's reputation. Providing the same level of quality and service across all locations builds trust among consumers and earns long-term loyalty. But in order to develop and maintain this consistency, brands need to routinely inspect their locations.

Loyalty 285

Loyalty Consumers Brands Software 285

Bill Quiseng

JULY 5, 2023

QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.

Customers 153

Customers Customer Experience Company Customer Satisfaction 153

Experience Investigators by 360Connext

JULY 27, 2023

Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.

Customer Experience 198

Customer Experience Competitive Advantage Customer Experience Professionals Customers 198

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Comm100

JULY 20, 2023

In today’s digital age, there is no industry that artificial intelligence (AI) hasn’t dramatically affected. ChatGPT, an advanced language model, is the latest AI tech to make its mark around the world, and it has the potential to transform higher education – for good and for bad. While there are dangers to ChatGPT , there are also many ways that it can be used to schools’ advantage.

Chatbots 150

Chatbots Exercises Course Video 150

Beyond Philosophy

JULY 13, 2023

Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.

How To 143

How To Competitive Advantage System Social Media 143

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? The second approach definitely sounds more complex, expensive and demanding in terms of effort.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

ShepHyken

JULY 4, 2023

I was just at an industry conference focusing on AI (Artificial Intelligence). Someone commented, “AI is going to make us stupid.” Elaborating on that statement, the commenter’s reasoning was that it takes thinking and problem-solving out of the process. We will be given the answer and won’t have to know anything else. I can see his point, but there is another way of looking at this.

Conference 128

Conference Customer Service Training Customer Service Study 128

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

ECXO

JULY 4, 2023

Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. It is fair to say that it has been possible for some time. Many organisations have invested in marketing platforms, for example. However, there is a niggling problem. The investment may have been made, but few marketers are really getting full satisfaction from those investments.

Analytics 124

Analytics Marketing Fashion Advertising 124

ReviewTrackers

JULY 6, 2023

A getting-started guide to Facebook reputation management best practices to help distinguish your brand from your fiercest competitors.

Brands 123

Brands Management 123

Eptica

JULY 14, 2023

Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

Chatbots 105

Chatbots Trends Financial Interaction 105