Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

DECEMBER 26, 2023

Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!

Customer Service 165

Customer Service Tips Guidelines Policies 165

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.

Customer Journeys 205

Customer Journeys Trends Customer Experience Course 205

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.

Self Service 88

Self Service Airlines Conference Call Center 88

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

Customer Service Training 160

Customer Service Training Customers Interaction Customer Service 160

Cyara

DECEMBER 14, 2023

On Broadway, shows will run for weeks, months and even years. The length of the run is dependent upon how long they keep selling tickets, so the producers must be constantly monitoring ticket sales and making sure that the customer experience (in this case the audience experience) is positive, and one that elicits rave reviews and referrals. Do you think that people would still come from around the world, purchasing high-priced tickets and packing themselves into seats for the opportunity to wat

Customer Experience 76

Customer Experience Sales Customers Contact Center 76

Beyond Philosophy

DECEMBER 21, 2023

I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2

Analysis 88

Analysis Trends Customer Centricity Customer Insights 88

Team Support

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

IntouchInsight

DECEMBER 13, 2023

It’s the holiday season and with the new year coming up, we wanted to reflect on the year we had. Across the past 12 months, we have released several new features to both the Intouch Insight Platform as well as to our mobile forms and inspection software, IntouchCheck™.

Software 316

Software 316

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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.

Report

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.

Customer Focused 290

Customer Focused Resources Feedback Customer Experience 290

eglobalis

DECEMBER 7, 2023

Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.

Data 373

Data Customer Experience Customers Contact Center 373

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 227

Trends Innovation Customer Service Omni-Channel 227

ECXO

DECEMBER 20, 2023

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.

Airlines 207

Airlines Culture Innovation Groups 207

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.

Data

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.

Analysis 195

Analysis Social Media Trends Feedback 195

IntouchInsight

DECEMBER 11, 2023

As we all get ready to jump into a new year, we have one last Flash Points consumer data round-up for 2023.

Retail 316

Retail Trends Consumers Data 316

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

Metrics 195

Metrics Net Promoter Score Measurement Effort Score 195

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes to QA, monitoring one percent of one percent is BS, and we all know it.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

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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.

Voice of Customer

Bill Quiseng

DECEMBER 6, 2023

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 these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. The good news was that many different authors and approaches emerged more practical and different from the typical mindset of thought leaders.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

Customer Experience 143

Customer Experience Video Consulting System 143

Experience Investigators by 360Connext

DECEMBER 20, 2023

Let’s talk about goals! We’ve seen a lot of them this year. Big ones. Small ones. But mostly…pretty vague ones! Customer experience work is challenging when the goals are ill-defined and success is never really measured. That’s why we’re curious…how did your CX objectives go this year? What’s your biggest objective for next year? (We’re curious about other things, too, like how do YOU know you’re doing a good job?

Survey 143

Survey Measurement Resources Customer Experience 143

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

Trends

AWS Machine Learning

DECEMBER 18, 2023

Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.

Guidelines 140

Guidelines Government System Analytics 140

Comm100

DECEMBER 18, 2023

Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.

Chatbots 130

Chatbots Training Customer Satisfaction Study 130

Clarivate

DECEMBER 6, 2023

Students and researchers can easily locate new sources of research on diverse topics with the enriched ProQuest Dissertations & Theses Citation Index, as well as easily showcase their work and monitor impact over time. An academic career can be rewarding, but also marked by high stress [1]. Today’s researchers are challenged to balance multiple priorities and deadlines – from securing adequate funding for their work, to meeting the demands of a full teaching workload — all while publishing r

Connections 130

Connections Feedback Metrics Meeting 130

ECXO

DECEMBER 20, 2023

28 1 Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

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

Customer Experience

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership. This article delves into the idea that a successful CX leader mirrors a skilled salesperson, adept at navigating the challenge of convincing senior leaders about the crucial importanc

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Experience Investigators by 360Connext

DECEMBER 5, 2023

Are you ready to uncover the secret to balancing human touch with the scalability of Artificial Intelligence (AI) in Customer Experience (CX)? Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. As we embark on this exploration, we draw inspiration from the likes of Amazon, Chewy, and Zappos, giants who have successfully integrated AI to create a human-centered exp

Analysis 143

Analysis Customer relationships Resources Meeting 143

AWS Machine Learning

DECEMBER 20, 2023

Customers are faced with increasing security threats and vulnerabilities across infrastructure and application resources as their digital footprint has expanded and the business impact of those digital assets has grown. A common cybersecurity challenge has been two-fold: Consuming logs from digital resources that come in different formats and schemas and automating the analysis of threat findings based on those logs.

Data 137

Data Training e-support Policies 137