Heart of the Customer
FEBRUARY 16, 2023
I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions. This trip’s primary topic was hiring for a CX team. […] The post The Future CX Leader appeared first on Heart of the Customer.
Adrian Swinscoe
FEBRUARY 15, 2023
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe.
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MyCustomer
FEBRUARY 15, 2023
How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more.
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Brad Cleveland Blog
FEBRUARY 16, 2023
You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates weren’t written in the stars. We do, … Continue reading → The post A “safe” CX strategy may be dangerous appeared first on Brad Cleveland.
Doing CX Right
FEBRUARY 12, 2023
Peter Ryan, market analyst, and Stacy Sherman discuss how technology is changing contact centers & valuable delivery models to succeed based on workforce trends. The post Expert Insights on Improving Customer Experience in the Contact Center Industry appeared first on Doing CX Right.
MyCustomer
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
Natalie Petouhof
FEBRUARY 14, 2023
In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys, joins Chris Kellner, Global VP of Sales & Partnerships at DigitalGenius! The post Unlocking the Value of Empathy in Customer Experience with Dr. Natalie Petouhoff of Genesys appeared first on Dr Natalie News.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
InMoment XI
FEBRUARY 15, 2023
We’ve evaluated the pros and cons of primary reporting locations for the customer experience (CX) function and ideal CX leader qualities in previous articles, “ Where Should CX Live Within An Organization? ” and “ Does Who’s Driving the CX Bus Make a Difference? ” It’s now time to discuss the organizational elements that are necessary for CX to thrive in an organization (regardless of the reporting structure your organization chooses or the characteristics of the person leading the CX function).
IntouchInsight
FEBRUARY 16, 2023
At Intouch Insight, we are constantly enhancing our software so that we can empower our customers to reach customer experience excellence. This month we have added new features to the Intouch Insight Platform and IntouchCheck™.
Lumoa
FEBRUARY 16, 2023
It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.
Comm100
FEBRUARY 13, 2023
It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Alida
FEBRUARY 16, 2023
A key part of Alida’s mission is to enable collaborative intelligence, the idea that many heads are better than one. Alida communities, for example, bring brands and customers together in a shared space to co-create and improve experiences. Now, we’re taking another step toward the goal of collaborative intelligence: Getting humans and AI working together for the greatest outcome.
ShepHyken
FEBRUARY 14, 2023
Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.
Lumoa
FEBRUARY 17, 2023
Lumoa Product News for February 2023 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! New export process Previously, Lumoa exports were limited to a max of 25k feedback. This meant that if you needed to export more than that, you needed to do multiple exports, combine them after the fact, and it could become messy.
Comm100
FEBRUARY 12, 2023
As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
TechSee
FEBRUARY 16, 2023
Everyone here at TechSee is excited about the launch of our brand new “Open Integration Platform,” a full API platform that puts the visual customer experience front and center. This new platform makes it simple for companies with deployed solutions like CRM, IVR, Chatbots, and Mobile Apps to add augmented reality and computer vision AI to their customer experience without changing their production platforms.
Alida
FEBRUARY 15, 2023
Customers’ needs are changing at breakneck speed. Only insight communities can keep up.
Zonka Feedback
FEBRUARY 16, 2023
We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. Imagine the same thing happening when your customer is filling out a feedback form on Customer Feedback App in your restaurant or a lead giving you their information at an event using a Lead Capture Tool.
Russel Lolacher
FEBRUARY 13, 2023
In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. A few reasons why she is awesome — she is an international career and LinkedIn branding advisor, interview coach and resume writer all through her consultancy CV Labs.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
kommunicate
FEBRUARY 14, 2023
Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25 billion total visits to its website every month. A whopping 70% of [.] The post Campaign Messaging – A Brand New Way To Reach Your Customers appeared first on Kommunicate Blog.
SurveySensum
FEBRUARY 16, 2023
There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.
BirdEye
FEBRUARY 14, 2023
Whether a small business or a large corporation, your business’s online reputation is more important than ever. The way people perceive your company online has a huge impact on your bottom line and can make or break you as a brand. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market.
Magellan Solutions
FEBRUARY 15, 2023
Before digital marketing evolved, performing daily tasks, gathering data, and generating leads had been really time consuming for marketers. Those tasks added to the employees’ pile of work which hindered them from focusing on their other core businesses. The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
kommunicate
FEBRUARY 16, 2023
Last Updated on February 16, 2023 Doctors can now diagnose a stroke 60 minutes faster than with the AI-powered Brainomix e-Stroke system. Such a diagnosis can mean the difference between a full recovery or disability due to a stroke. Postdoctoral researchers trained the da Vinci surgical robot to execute suturing tasks quicker than an expert [.] The post How AI in Healthcare Is Reshaping the Workforce of Tomorrow appeared first on Kommunicate Blog.
ChurnZero
FEBRUARY 14, 2023
Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.
BirdEye
FEBRUARY 15, 2023
Dentists and dental practices are increasingly turning to social media as a way to connect with patients, promote their services, and grow their businesses. Social media marketing provides dentists with an effective platform for connecting with potential customers and building relationships that will last. However, it can be difficult to know where to start and how to best use these social platforms.
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