Helpware
MAY 21, 2024
In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.
Comm100
MAY 7, 2024
The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? The answer is to streamline customer service through intelligent technology, AI-powered automation, and empowering agents.
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InMoment XI
MAY 17, 2024
Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company, we’re witnessing the dawn of the “Third Wave of CX” But what does this mean for CX leaders? In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape
Zonka Feedback
MAY 16, 2024
Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.
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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.
CX Centric
MAY 27, 2024
There is only one boss, the customer, and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else." -Sam Walton This famous quote by Sam Walton summarizes the threat which keeps the marketers always on their toes. Not only do the customers have more choices about the products or services, but they have more information available about these choices.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
The DiJulius Group
MAY 6, 2024
Designed to Gauge a Candidate’s Service Aptitude Potential The brands that will survive the next decade will be the ones that remained relentless with their hiring standards. You get what you pay for; hiring great people is an investment. Every employee is like a stock in your investment portfolio. The rock star rule is. Read Full Article The post Interviewing for Customer Experience Rockstars appeared first on The DiJulius Group.
TechSee
MAY 9, 2024
As customer expectations continue to evolve, businesses are increasingly turning to Artificial Intelligence (AI) to enhance Customer Experience (CX). Leading AI-driven solutions, especially those empowered with visual AI , can analyze and summarize customer interactions, predict behaviors, streamline resolutions, and personalize experiences at scale.
ECXO
MAY 27, 2024
bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes. While AI has infiltrated many aspects of enterprise software—from automating mundane tasks to delivering advanced data insights—it hasn’t fully integrated
Experience Investigators by 360Connext
MAY 28, 2024
Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives.
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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.
eglobalis
MAY 27, 2024
A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.
C3Centricity
MAY 12, 2024
Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.
InMoment XI
MAY 30, 2024
In a business landscape that has become digital-first, where consumers’ expectations can change overnight, it has never been more important to the success of your business to be able to understand and leverage data. One of this environment’s most challenging yet rewarding aspects is making sense of unstructured text data such as online reviews or customer emails.
Lumoa
MAY 30, 2024
Lumoa Product News for April 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time.
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.
ECXO
MAY 19, 2024
Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Like all the best CXers, she’s happy to share it all in conversation with ECXO podcast host Christopher Brooks.
Bill Quiseng
MAY 29, 2024
Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.
eglobalis
MAY 20, 2024
This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we
IntouchInsight
MAY 30, 2024
Want to learn how Intouch Insight's CX platform and Mystery Shopping services empower Parkland Corporation to consistently deliver exceptional customer experiences across their diverse brands and locations?
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.
InMoment XI
MAY 14, 2024
In the healthcare industry, your reputation is built on trust and credibility. And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never been more important for healthcare organizations. What is Healthcare Reputation Management? Healthcare reputation management refers to the strategic process of monitoring, influencing, and maintaining the perceptions and opinions about a healthcare provider or organization within its target audience.
Lumoa
MAY 30, 2024
Lumoa Product News for May 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Export Impact page to PDF We now offer the ability for you to export the entire Impact page into a PDF format. This is one step in a wider initiative to make it easier to generate reports with Lumoa, and to share that information with the rest of your colleagues
ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.
BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
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.
eglobalis
MAY 12, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.
IntouchInsight
MAY 29, 2024
Happy May! At Intouch Insight, we're dedicated to improving our software so you can provide great customer experiences. This month, we're excited to introduce a range of new features within the Intouch Insight Platform, aimed at further elevating your capabilities and efficiency.
InMoment XI
MAY 10, 2024
Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.
Lumoa
MAY 16, 2024
Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.
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
ECXO
MAY 20, 2024
posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. Now we will explore how customer segmentation is an absolute game-changer for any customer success team!
BlueOcean
MAY 16, 2024
This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.
eglobalis
MAY 1, 2024
Simplifying CX Design: What Can Companies Do to Compete with Tech Giants? - Part II The post CX Design: What Can Companies Do to Compete with Tech Giants? – Part II appeared first on Eglobalis.
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