CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.
InMoment XI
NOVEMBER 15, 2023
With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company.
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NobelBiz
NOVEMBER 13, 2023
As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive. This article serves as a comprehensive guide, navigating through the intricacies of measuring CX ROI, unraveling the layers of customer experience impact, and providing actionable insights for busines
MyCustomer
NOVEMBER 15, 2023
Customer Experience Leader of the Year judges Christopher Brooks, Ian Golding, and Sue Duris get together to discuss all things CXLOTY. Watch on-demand now.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Helpware
NOVEMBER 21, 2023
Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
eglobalis
NOVEMBER 8, 2023
How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.
Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.
Cyara
NOVEMBER 23, 2023
Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.
Adrian Swinscoe
NOVEMBER 22, 2023
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.
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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.
InMoment XI
NOVEMBER 16, 2023
Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses. This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst l
ECXO
NOVEMBER 19, 2023
Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success.
eglobalis
NOVEMBER 1, 2023
How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.
IntouchInsight
NOVEMBER 6, 2023
Coffee remains a hot commodity for consumers. Drive Research reported that 74% of Americans drink coffee every day*. In a recent consumer survey conducted by Intouch Insight, 71% of coffee drinkers reported they seek out their favorite coffee brand rather than purchase the most convenient cup. But are brands doing enough to retain these loyal customers?
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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.
Experience Investigators by 360Connext
NOVEMBER 7, 2023
When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.
Lumoa
NOVEMBER 21, 2023
In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.
InMoment XI
NOVEMBER 30, 2023
Your company’s reputation is arguably more important than your product or service. That’s why maintaining a positive brand reputation is crucial for business success. Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.
ECXO
NOVEMBER 16, 2023
Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Pioneers understand they can create competitive advantage over traditional firms by utilising the technology to serve customers with a better value proposition – at scale.
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.
eglobalis
NOVEMBER 15, 2023
Why NPS doesn't work any more, and what's the alternative ? The post Why NPS doesn’t work any more, and what’s the alternative? appeared first on Eglobalis.
BlueOcean
NOVEMBER 13, 2023
Keep your finger on the pulse of the industry. From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.
ShepHyken
NOVEMBER 14, 2023
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.
IntouchInsight
NOVEMBER 15, 2023
This year at Intouch Insight, we have focused on getting our customers the resources they need to succeed. To support this initiative, we have created a wide variety of assets to help guide our customers into reaching customer experience excellence.
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
NOVEMBER 28, 2023
In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. Recognizing this, top brands and businesses are integrating review management into their marketing strategies. Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers.
ECXO
NOVEMBER 9, 2023
The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experie
eglobalis
NOVEMBER 21, 2023
Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.
BlueOcean
NOVEMBER 29, 2023
The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.
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.
AWS Machine Learning
NOVEMBER 30, 2023
We believe generative AI has the potential over time to transform virtually every customer experience we know. The number of companies launching generative AI applications on AWS is substantial and building quickly, including adidas, Booking.com, Bridgewater Associates, Clariant, Cox Automotive, GoDaddy, and LexisNexis Legal & Professional, to name just a few.
IntouchInsight
NOVEMBER 8, 2023
Get the newest consumer data for November! This month we covered customers' coffee habits and what they want from fast-food packaging.
InMoment XI
NOVEMBER 20, 2023
As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.
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