Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Effective market segmentation is critical to that goal. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. What Is Market Segmentation? Market segmentation is a research strategy that separates different consumers in order to study their preferences, needs, and perspectives in order to optimize bus

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

Adrian Swinscoe

FEBRUARY 5, 2024

For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.

Customer Experience 64

Customer Experience Customers Employee Engagement Customer Retention 64

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention t

Metrics 158

Metrics Customer Service Measurement NPS 158

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Zonka Feedback

FEBRUARY 27, 2024

Online surveys are a great way to capture customer feedback emotions, perceptions, and opinions about your business, and utilize them to create better products and services and enhance customer satisfaction.

Survey 59

Survey How To Customer Satisfaction Feedback 59

The DiJulius Group

FEBRUARY 21, 2024

Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative.

How To 64

How To Customer Care Groups Connections 64

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? Yes! And here’s a story to make the point:  Two guys are buying new cars. One buys a Ford EcoSport, and the other buys a Ferrari Roma. The Ford costs about $25,000. The Ferrari costs about $250,000 – 10 times more! Both guys live in the same neighborhood. They both drive downtown to work.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

Adrian Swinscoe

FEBRUARY 23, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.

Customer Experience 59

Customer Experience Customers Customer Focused Customer Journeys 59

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

ECXO

FEBRUARY 26, 2024

Uncovering the Psychological Tactics That Drive Customer Purchases If you prefer to watch a summary of this article, check out the video: Uncovering the Psychological Tactics That Drive Customer Purchases I see and hear many CX professionals with great intentions when it comes to improving touchpoints in the customer journey and the customers’ lives with their brands.

Sales 345

Sales Customers Social Media Examples 345

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.

Customer Insights 296

Customer Insights Feedback Social Media Culture 296

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research.

Social Media 221

Social Media Brands Management Analytics 221

Lumoa

FEBRUARY 29, 2024

Lumoa Product News for February 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! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.

Knowledge Base 195

Knowledge Base Customer Voice Touchpoint Feedback 195

Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

Comm100

FEBRUARY 26, 2024

Navigating the landscape of American higher education can be both an exciting and daunting journey for prospective students. At the center of this journey lies a crucial metric that can determine a student’s trajectory – American universities’ acceptance rate. American universities’ acceptance rate is a key indicator of two important aspects – competition and reputation.

Metrics 189

Metrics Strategy Engagement Marketing 189

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with customer service, and how can AI address them?

Self Service 156

Self Service Contact Center Customer Service Representative Healthcare 156

AWS Machine Learning

FEBRUARY 9, 2024

Enterprises are seeking to quickly unlock the potential of generative AI by providing access to foundation models (FMs) to different lines of business (LOBs). IT teams are responsible for helping the LOB innovate with speed and agility while providing centralized governance and observability. For example, they may need to track the usage of FMs across teams, chargeback costs and provide visibility to the relevant cost center in the LOB.

Government 144

Government Resources Examples Consumers 144

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

Conference

InMoment XI

FEBRUARY 29, 2024

Did you know that 46% of all internet searches have local intent? In order to capitalize on this, your business needs to be actively working on your local SEO. Local search engine optimization (SEO) is an effective strategy for driving traffic and revenue to businesses of all sizes, not just smaller local businesses. Local SEO is one of the most important factors in how your business ranks in Google Search, Maps, and more.

Tips 195

Tips Strategy Case Study Social Media 195

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

Case Study 143

Case Study Leadership Customer Satisfaction Study 143

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) SaaS companies are no strangers to how an entire industry can be flipped on its head with a simple reframing of business models.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

Clarivate

FEBRUARY 16, 2024

New – unified rankings for each of our 229 science and social science categories; no Journal Impact Factor (JIF) rankings for the arts and humanities categories The scholarly landscape is witnessing a significant increase in both the quantity and sophistication of fraudulent behaviors, posing a substantial threat to the integrity of the scholarly record.

Report 141

Report Comparison Metrics Policies 141

AWS Machine Learning

FEBRUARY 28, 2024

Structured Query Language (SQL) is a complex language that requires an understanding of databases and metadata. Today, generative AI can enable people without SQL knowledge. This generative AI task is called text-to-SQL, which generates SQL queries from natural language processing (NLP) and converts text into semantically correct SQL. The solution in this post aims to bring enterprise analytics operations to the next level by shortening the path to your data using natural language.

Data 141

Data Knowledge Base Resources Analytics 141

InMoment XI

FEBRUARY 28, 2024

One of the most effective ways to improve your company’s search ranking on Google is to use a Google reviews link to generate high-quality online reviews of your business locations. A Google review link makes it easy for your customers to share their experiences with your business online. Proactively asking for feedback in the form of Google reviews is a great way to strengthen customer relationships, connecting your brand to the voices that matter the most.

How To 195

How To Guidelines Social Media Feedback 195

Lumoa

FEBRUARY 13, 2024

Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C

Knowledge Base 195

Knowledge Base Groups Feedback Data 195

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Ever been swamped with data but starved for insights? Our latest episode is a game-changer for CX leaders aiming to harness the power of customer journey mapping. Jeannie Walters takes a burning question from CXI Flight School and propels it into a strategic discussion teeming with actionable takeaways. We navigate the complexities of integrating operational data into journey maps, ensuring you walk away equipped to craft insightful paths without data overload.

Customer Journeys 143

Customer Journeys Data Resources Interaction 143

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. But knowing what a green flag looks like is just as critical. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Brandwatch CX

FEBRUARY 12, 2024

We looked at social data to see all the winners from this year's Super Bowl – from players to ads to celebrities.

Data 132

Data 132