Alida
JANUARY 25, 2024
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.
eglobalis
JANUARY 18, 2024
Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.
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Lumoa
JANUARY 24, 2024
Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!
Doing CX Right
JANUARY 28, 2024
Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
MyCustomer
JANUARY 24, 2024
Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney's "desire paths" and how this method can be adopted to enhance the customer journey and experience.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SurveySensum
JANUARY 29, 2024
So, let’s talk about that sweet spot right after sealing the deal. You made the sale – awesome sauce! But don’t pop the champagne just yet. The game’s not over. This is where many businesses drop the ball: post-purchase customer experience. It’s like scoring a date with your crush and then spending the whole evening talking about your stamp collection – not cool.
SAP Customer Experience
JANUARY 3, 2024
In the ever-evolving landscape of customer relationship management (CRM), businesses are turning to cutting-edge technologies to streamline processes and enhance customer interactions. One such groundbreaking innovation is Generative AI in business context, which brings a new level of intelligence and increased productivity for Sales Representatives and Service Executives.
Beyond Philosophy
JANUARY 19, 2024
We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.
InMoment XI
JANUARY 9, 2024
Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Lumoa
JANUARY 8, 2024
So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).
eglobalis
JANUARY 7, 2024
Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
CX Accelerator
JANUARY 14, 2024
We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.
InMoment XI
JANUARY 3, 2024
If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.
Lumoa
JANUARY 15, 2024
When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.
ECXO
JANUARY 30, 2024
The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.
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.
BlueOcean
JANUARY 30, 2024
So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !
Comm100
JANUARY 2, 2024
Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.
IntouchInsight
JANUARY 26, 2024
At Intouch Insight, we’re constantly working on releasing new features to help you reach the top of your game. We are starting the new year with an enhancement to custom dashboards across the Intouch Insight Platform.
InMoment XI
JANUARY 30, 2024
Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.
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.
ShepHyken
JANUARY 16, 2024
This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe.
ECXO
JANUARY 16, 2024
The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.
BlueOcean
JANUARY 23, 2024
It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.
AWS Machine Learning
JANUARY 24, 2024
Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Building proofs of concept is relatively straightforward because cutting-edge foundation models are available from specialized providers through a simple API call.
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
Experience Investigators by 360Connext
JANUARY 23, 2024
Unlock the secrets to a customer experience that’s both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes.
InMoment XI
JANUARY 25, 2024
When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. That is where InMoment believes that evaluative Analyst reports like the Gartner® Magic Quadrant can come in. What is the Gartner Magic Quadrant? Gartner defines this report as: “A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s
Comm100
JANUARY 29, 2024
Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.
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