ECXO
AUGUST 21, 2024
Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. I mean, this guy loved gold so much that he probably thought about it 24/7. So, one day, this god named Dionysus, who owed the king a favor, offered to grant him one wish. And guess what? Midas, without even thinking twice, asked for the power to turn everything he touched into gold.
ECXO
AUGUST 19, 2024
All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.
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IntouchInsight
AUGUST 21, 2024
Whether you are managing a restaurant chain, a retail brand, or any multi-location business, having the right Customer Experience (CX) software can make all the difference.
C3Centricity
AUGUST 20, 2024
As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.
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.
Gainsight
AUGUST 20, 2024
AI for customer success (CS), as well as AI for customer service, customer education, and customer relationship management (CRM) is evolving at a remarkable pace. This evolution is not just a tech upgrade; it’s a paradigm shift that promises to redefine interactions between Software-as-a-Service (SaaS) companies and their customers. According to a 2024 Forbes Advisor survey , a staggering 64% of respondents in SaaS believe AI will enhance customer relations and productivity.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
AUGUST 20, 2024
Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.
InMoment XI
AUGUST 19, 2024
What is the ROI of Customer Experience? Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives.
Interactions
AUGUST 19, 2024
In a significant move to champion the rights of everyday Americans, the Biden-Harris Administration has launched the “ Time is Money ” initiative. The effort seeks to address the pressing challenges that have long plagued consumers—excessive hold times, convoluted processes, ineffective and poorly designed automated customer service systems, and more.
Retently
AUGUST 20, 2024
As a Customer Success Manager, Net Promoter Score ® is the most important metric you have access to for retaining customers. As a Growth Hacker, it’s an even more valuable metric for fueling your business’ short and long-term growth. Pay close attention to the second term: long-term growth. Since NPS® measures the level of satisfaction and loyalty your customers have for your product, it’s the key difference between a hockey stick-style growth chart and temporary growth followed by a gradual dec
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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.
Experience Investigators by 360Connext
AUGUST 20, 2024
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.
InMoment XI
AUGUST 20, 2024
A lawyer’s reputation is one of their most valuable assets. With clients increasingly turning to online resources to evaluate potential legal representation, lawyer reputation management and law firm reputation management have become more crucial than ever. Whether you’re a solo practitioner or part of a larger firm, managing your online presence can significantly impact your success.
BlueOcean
AUGUST 19, 2024
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
Retently
AUGUST 18, 2024
High NPS scores can definitely feel like a big win. After all, Net Promoter Score is a popular way to gauge how happy your customers are and how likely they are to recommend your business to others. It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. But here’s the catch: a high NPS doesn’t always mean everything is going perfectly.
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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.
Forrester's Customer Insights
AUGUST 19, 2024
Over the last 18 months, I’ve been noticing an increase in discussions about go-to-market strategy in B2B circles, just as ABM rose in popularity over 10 years ago. In particular I have observed: Platform vendors that previously badged ABM platforms are now repositioning as GTM platforms.
InMoment XI
AUGUST 22, 2024
Delivering exceptional customer experiences is a fundamental and necessary business practice that also can significantly impact your bottom line – but up until this point, it wasn’t a requirement. The recent “Time is Money” White House initiative, launched just last week, represents a significant escalation of onus on businesses to address subpar customer experiences and comply with these new directives.
BlueOcean
AUGUST 19, 2024
If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. If you find yourself nodding in agreement, you might want to think again.
AWS Machine Learning
AUGUST 22, 2024
Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems, which each user is authorized to access. In an earlier post, we discussed how you can build private and secure enterprise generative AI applications with Amazon Q Business and AWS IAM Identity Center.
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.
Doing CX Right
AUGUST 18, 2024
A week of silence revealed surprising truths. Could these lessons transform your leadership style and business? Read more now. The post Silence Speaks: Leadership Lessons from 7 Days Without My Voice appeared first on Doing CX Right.
The DiJulius Group
AUGUST 20, 2024
*The following excerpt on developing leaders is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about.
ShepHyken
AUGUST 20, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others.
AWS Machine Learning
AUGUST 22, 2024
This post is co-written with Matt Marzillo from Snowflake. Today, we are excited to announce that the Snowflake Arctic Instruct model is available through Amazon SageMaker JumpStart to deploy and run inference. Snowflake Arctic is a family of enterprise-grade large language models (LLMs) built by Snowflake to cater to the needs of enterprise users, exhibiting exceptional capabilities (as shown in the following benchmarks ) in SQL querying, coding, and accurately following instructions.
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.
Helpware
AUGUST 22, 2024
As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each relationship.
Beyond Philosophy
AUGUST 23, 2024
In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it’s time to part ways with a customer: Rule #1: Fire customers if they cost too much.
Retently
AUGUST 22, 2024
A great advantage of the Net Promoter System, aside from its simplicity and insightfulness, is that it works with any business models, such as B2C or B2B , and any business type and industry. Originally, the NPS surveys were sent at standard intervals, such as every quarter, once every six months and so on. This surveying model is known as Relationship NPS, which measures how your customers’ satisfaction changes over time.
AWS Machine Learning
AUGUST 22, 2024
Building a deployment pipeline for generative artificial intelligence (AI) applications at scale is a formidable challenge because of the complexities and unique requirements of these systems. Generative AI models are constantly evolving, with new versions and updates released frequently. This makes managing and deploying these updates across a large-scale deployment pipeline while providing consistency and minimizing downtime a significant undertaking.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Optimove
AUGUST 20, 2024
Maximize Player Lifetime Value This NFL Season Unlock the full potential of your sportsbook with insights from the Optimove Insights 2024-2025 Consumer Report on NFL Wagering Intentions. Our comprehensive guide offers actionable recommendations to enhance live betting, optimize generosity programs, and tailor your messaging to keep bettors engaged.
Beyond Philosophy
AUGUST 22, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.
Zeisler Consulting
AUGUST 20, 2024
I recently had a ridiculous interaction with one of our household service providers. I had a general question about one of their policies and went online to check out their FAQs to see if I could get an answer. A usual pet-peeve of mine, that endeavor was fruitless (whoever determines which questions are “frequently” asked clearly spends no time considering questions people may have ), but for another article altogether.
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