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

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 157

Metrics Customer Service Measurement NPS 157

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.

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Virtual Agent Chatbots Training Interaction 124

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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

Bill Quiseng

FEBRUARY 21, 2024

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.

B2C 88

B2C B2B Hospitality Social Media 88

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 144

Customer Experience Transportation Hotels Airlines 144

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

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 335

Sales Customers Social Media Examples 335

Speaker: Amanda Adams, Fractional CFO, CPA

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

C3Centricity

FEBRUARY 27, 2024

Organizations must be agile and adaptable to thrive in today’s rapidly evolving business landscape. This is why atomic change is more effective than quantum disruption. The traditional approach to turbulent times has always been a monumental, top-down transformation. But this is no longer the only path to success and is certainly not the most effective.

Employee Engagement 287

Employee Engagement e-support Policies Retail 287

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

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 179

Metrics Strategy Engagement Marketing 179

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 155

Self Service Contact Center Customer Service Representative Healthcare 155

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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

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

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. What questions do you include to not only garner responses but also drive your business forward? Our guide walks you through crafting a compelling questionnaire with 35 essential questions you can use immediately. Dive into the steps for effective questionnaire design, crucial areas for feedback, and tactics for maximizing the valuable data you collect without the fluff.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

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 287

Customer Insights Feedback Social Media Culture 287

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: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

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 141

Government Resources Examples Consumers 141

Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.

Metrics 111

Metrics Measurement Strategy Examples 111

BirdEye

FEBRUARY 15, 2024

In today’s world, where every online chatter can become a shout across the digital universe, understanding the current trend of online reviews is crucial for businesses aiming high. With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. Birdeye’s vast network, encompassing over 150,000 businesses and a treasure trove of millions of reviews, offers a rich data set to discern these trends.

Automotive 111

Automotive Healthcare Hospitality Retail 111

Doing CX Right

FEBRUARY 1, 2024

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

Customer Experience 111

Customer Experience Loyalty Connections Customers 111

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

ShepHyken

FEBRUARY 26, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: What is a “big bet” in business? How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? What causes organizational transformations to fail?

Leadership 100

Leadership Communication Strategy Customer Experience 100

CSM Magazine

FEBRUARY 15, 2024

John Tschohl of the Service Quality Institute takes a look at the results of some of the leading customer-centric companies of 2023. Amazon I believe is the most customer-driven firm in the world. They are Relentless. Net sales increased 12% to $764.8 billion. A $60.8 billion increase in revenue. AWS sales increased 13% to $90.8 billion. Net income was $30.4 billion.

Financial 105

Financial Customer Service Insurance Customer Centricity 105

AWS Machine Learning

FEBRUARY 8, 2024

Generative AI agents are a versatile and powerful tool for large enterprises. They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

Knowledge Base 138

Knowledge Base Insurance Policies Groups 138

Totango

FEBRUARY 13, 2024

On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

Customer Journeys 109

Customer Journeys NPS System Customer Success 109

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

MiaRec

FEBRUARY 14, 2024

Are you facing difficulties in managing the quality assurance (QA) processes of your call center? Do you find it hard to keep track of the performance of your agents, scale up your operations, and engage your agents effectively? If yes, then you are not alone. Many contact center managers encounter these challenges regularly, which hinders their ability to provide excellent customer service.

Call Center 105

Call Center Contact Center Management Engagement 105

Doing CX Right

FEBRUARY 14, 2024

Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. The post Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service appeared first on Doing CX Right.

Retail 106

Retail Customer Service Customer Insights Customers 106

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105