CX Accelerator
NOVEMBER 11, 2022
Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.
InMoment XI
NOVEMBER 1, 2022
Math and numbers are the ultimate in ‘exact science.’ When we work within the confines of mathematics, we can expect absolute precision in our results. In data analysis terms, this can be a real advantage, giving us clear, definite numbers on which to base future decisions. Unfortunately, sometimes the real world being represented by the data is anything but exact.
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IntouchInsight
NOVEMBER 18, 2022
You’ve probably heard people talking about the metaverse over the past year. From Facebook rebranding as Meta to Taco Bell hosting a virtual reality wedding — there's been no shortage of news. Brands are already juggling a variety of in-person and digital channels so adding yet another one to the list may seem like a headache. But the metaverse presents more opportunities than obstacles.
Lumoa
NOVEMBER 17, 2022
The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. In the past two years, we’ve seen a massive surge in online shopping, from tech products to fashion items. E-commerce sales are now projected to reach $7.4 trillion by 2025.
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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.
IntouchInsight
NOVEMBER 10, 2022
If you’re reading this, we can assume you know the importance of customer experience in driving brand growth and revenue. But today, it's easy to suffer from opportunity overload when deciding how to improve your customer experience programs. When presented with a variety of products, services, and partners the only real limitations are time and budget.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Call Experts
NOVEMBER 17, 2022
Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. But, managing all of the moving parts of your business can feel overwhelming, especially with the onset of the winter season. Managing your customer demands with the needs of your workforce can be easy when you partner with an experienced team like Call Experts.
Alida
NOVEMBER 10, 2022
Today’s customers are unlike anything the business world has ever seen. Savvy, self-sufficient, and comfortable demanding the treatment they deserve, these consumers are reshaping the shopping experience just by raising their own expectations. The unfortunate truth is that those expectations change faster than light—so how can your brand keep up?
Lumoa
NOVEMBER 2, 2022
Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.
InMoment XI
NOVEMBER 2, 2022
If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ). But how do those organizations design CX programs?
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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.
Comm100
NOVEMBER 28, 2022
Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels. Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services.
Steve DiGioia
NOVEMBER 8, 2022
Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well. They must get the audience riled up and engaged in the action. They’ve learned from the veterans.
IntouchInsight
NOVEMBER 16, 2022
At Intouch Insight we are committed to ensuring our users have every tool they need to reach customer experience excellence. This month we have launched several new features to the Intouch Insight Platform.
Alida
NOVEMBER 17, 2022
Alida’s Citizenship program, Alida IMPACT , was created to harness the power of our people and products as a force for good to build a positive impact in the communities where we work. This year has been one of its most exciting years yet with record breaking numbers of volunteers, donations, and a brand new partnership expansion with Pathways to Education.
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.
Lumoa
NOVEMBER 30, 2022
The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.
InMoment XI
NOVEMBER 28, 2022
Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . This got me thinking: Why is that the case when none of us would claim to enjoy cleaning a toilet!?
Comm100
NOVEMBER 23, 2022
The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.
Experience Investigators by 360Connext
NOVEMBER 22, 2022
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.
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.
ShepHyken
NOVEMBER 2, 2022
An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.
Alida
NOVEMBER 24, 2022
The Delta Awards, Alida’s recognition of top innovators in CX, are the focal point of the event.
Lumoa
NOVEMBER 7, 2022
If you looked back just a few years ago, the phrase “oh, I forgot my mask” wouldn’t mean much to you. “I’ve been self-isolating” would be equally unusual. And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience.
InMoment XI
NOVEMBER 2, 2022
Imagine if you were still operating your business in the same way you were in 2019. Total nightmare, right? Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. If you’re like the majority of CX practitioners (CX Network’s “Global State of CX” report shows that it is the second highest concern for CX practitioners), you likely have quite a few ROI questions.
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.
Comm100
NOVEMBER 13, 2022
A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. While offering just phone or email support was once accepted, consumers today expect far more. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.
Experience Investigators by 360Connext
NOVEMBER 22, 2022
When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please and thank yous aren’t very common anyway, but especially from kids.
AWS Machine Learning
NOVEMBER 30, 2022
We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation. Stability AI is a community-driven, open-source artificial intelligence (AI) company developing breakthrough technologies. With Amazon SageMaker , Stability AI will build AI models on compute clusters with thousands of GPU or AWS Trainium chips, reducing training time and cost by 58%.
Alida
NOVEMBER 1, 2022
Your people are the heart and soul of your company. When employee engagement is high, the whole team benefits—and so do your customers.
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
Lumoa
NOVEMBER 7, 2022
Here are the improvements we have brought to Lumoa in the past month. Changes to SSO login. SSO stands for Single Sign on. It allows users for your organization to access Lumoa without you needing to invite them first. Its a generally faster and more secure method of logging in to Lumoa. Now, it just got even better. SSO users can now use normal login page to access Lumoa.
InMoment XI
NOVEMBER 23, 2022
There’s a lot that goes into creating statistically sound research, but few elements are as important as getting the right sample size. This is because the size of your sample can have a direct impact on your findings. If your chosen sample is too small, your results will likely be inconclusive. On the other hand, overly large samples can make minor differences appear statistically significant while also increasing the time and resource demands of collecting and cleaning the data.
Comm100
NOVEMBER 2, 2022
Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.
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