ECXO

SEPTEMBER 6, 2023

Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Director of Customer Experience and Leads at Jyske Bank Navin C. , Global V

Customer Experience 216

Customer Experience Data Customer Centricity Culture 216

Topdown

SEPTEMBER 4, 2023

The marketplace is one of constant change and flux. The economy today is wildly different than it was even 30 years ago. There is a wide range of factors that have played part in shaping the modern market into its current form. One of the most significant of these factors that has molded the modern economy is technology. This may seem like a bit of a no-brainer, but technology drastically changed the way that businesses and organizations operate all around the globe.

Customer Experience 71

Customer Experience Strategy Innovation Technology 71

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? If not then imagine you found a SaaS product that is super easy to use and integrate. You will continue using it, right? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

VDS

SEPTEMBER 6, 2023

Businesses are constantly seeking ways to enhance their customer and employee experiences. Staying ahead of the curve often involves integrating various tools and platforms to create a seamless and personalized journey for customers. This collaboration between Genesys Cloud and Salesforce is set to redefine the customer experience landscape. A Groundbreaking Collaboration This groundbreaking collaboration brings together the strengths of two industry giants, Genesys and Salesforce , to offer a u

Omni-Channel 52

Omni-Channel Customer Experience Contact Center Employee Experience 52

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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

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. So I asked, “What does that mean?” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric?

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

IntouchInsight

SEPTEMBER 5, 2023

A recent survey of 1,894 everyday consumers across North America revealed that 74% of customers feel technology has made dining at restaurants more convenient. As we prepare for the release of our 23rd Annual Drive-Thru Study , we wanted to look at how some innovative drive-thru locations are performing compared to their counterparts.

Study 317

Study Innovation Survey Consumers 317

mopinion

SEPTEMBER 6, 2023

Your customers have a lot to tell you, but are you listening? And with listening, we don’t mean only checking the data they provide you with. The truth is, most organisations aren’t. A Gartner marketing survey found that a mere 14% of companies have a 360-degree view of their customers. Meanwhile, there are a number […] The post What is a Voice of the Customer survey?

Survey 101

Survey Tips Customers Data 101

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

”My organization is looking at starting focus groups or other avenues to bring in more of the customer experience perspective. What are your recommendations for getting started? How do we decide who to include? What other things should we consider? I’d love to hear your feedback.” Traditional focus groups have been popular for gathering real-time customer feedback for decades.

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Groups Feedback Resources Customer Experience 143

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If you had asked me this question a month ago – or asked it a month from now – there could be a different answer. But today’s answer is not just timely, but also timeless. And the answer is: The Speed to Happiness The meaning of this short answer is simple.

Customer Service 90

Customer Service Customer Service Training Customers Interaction 90

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

SEPTEMBER 8, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences. Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity.

Analytics 287

Analytics Data Customer Experience Customers 287

ECXO

SEPTEMBER 7, 2023

Join us at the European Customer Experience Organization event featuring a captivating presentation by Ilenia Vidili on “From Products to People: Pioneering a customer-centric Culture for business success!” Date: October 5th Time: 2:00 PM CET What’s in store for you: Break old paradigms holding organizations to a product-centric mindset.

Customer Centricity 156

Customer Centricity Culture Leadership Innovation 156

Upstream Works

SEPTEMBER 8, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post What Does It Mean to Be Enterprise Ready for Today’s CX? appeared first on Upstream Works.

Connections 155

Connections Management 155

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C.

Customer Success 138

Customer Success How To Return on Investment Customer Centricity 138

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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

C3Centricity

SEPTEMBER 7, 2023

Introduction: [Capture the reader’s attention by highlighting the importance of innovation in today’s rapidly evolving business landscape. Explain how organizations that foster […] The post Igniting Innovation: Creating a Culture of Creativity and Continuous Improvement first appeared on c3centricity.

Culture 260

Culture Innovation 260

ECXO

SEPTEMBER 6, 2023

This article was originally posted at [link] Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. B2B has been paying attention. But they’ve traditionally pieced together solutions, finding workarounds to offer an omnichannel-light experience.

Omni-Channel 156

Omni-Channel B2B Technology Ecommerce 156

ReviewTrackers

SEPTEMBER 7, 2023

It’s common knowledge that testimonials are important for any business, and it’s because they provide three major benefits: Increased online conversions Improved SEO performance Establishes social proof However, it’s not enough to just talk about these benefits, which is why we’re adding some real-world examples to give you an idea of how testimonials can have a positive impact on customers.

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Examples Study Customers Customer Experience 123

Comm100

SEPTEMBER 3, 2023

In today’s customer service and support world, expectations are high. Whether demanding faster responses, more personalization, or greater convenience – customers expect a lot when they communicate with brands, and almost all of them think that they’re falling short. 99% of customers believe companies need to improve their service & support. To meet these expectations, companies must achieve human-bot harmony – the perfect blend of human agent support and automation across every interaction,

Engagement 100

Engagement Chatbots Social Media Wait Times 100

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

SEPTEMBER 8, 2023

For modern companies that deal with enormous volumes of documents such as contracts, invoices, resumes, and reports, efficiently processing and retrieving pertinent data is critical to maintaining a competitive edge. However, traditional methods of storing and searching for documents can be time-consuming and often result in a large effort to find a specific document, especially when they include handwriting.

Metrics 127

Metrics Resources Data Management 127

BirdEye

SEPTEMBER 6, 2023

Think about the last time you wanted to buy something, hire a trustworthy contractor, or visit a new restaurant you’ve been wanting to try, chances are, before you even took the next step you probably let your fingers do the walking first, online. Online reviews unlock a wealth of knowledge for prospective customers. From the smallest purchases to a huge investment such as a car, online reviews are the new digital word-of-mouth and have the potential to sway purchase decisions and shape the succ

Consumers 116

Consumers Report Multi-Channel Data 116

Feedbackly

SEPTEMBER 7, 2023

NPS is a metric that measures your customers’ likeliness to be your advocates. It was first introduced as “ The One Number You Need to Grow.” It was and still is a well-applauded metric in the realm of CX. It seemed that gauging customer experience through a simple question of “How likely are you to recommend the business to others” really hit the sweet spot for CX professionals.

Net Promoter Score 105

Net Promoter Score NPS Omni-Channel Touchpoint 105

Beyond Philosophy

SEPTEMBER 7, 2023

We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they are. Understanding how customers evaluate pricing can help you correctly price your products or services. So, today, we will talk about three simple tactics you can use to maximize your pricing to gain profit. However, before we delve deeper into that, let’s first cover the three different consumer psychology theories about how customers evaluate pricing.

Comparison 88

Comparison Retail Examples Customers 88

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

AWS Machine Learning

SEPTEMBER 6, 2023

Today, we are excited to announce the capability to fine-tune Llama 2 models by Meta using Amazon SageMaker JumpStart. The Llama 2 family of large language models (LLMs) is a collection of pre-trained and fine-tuned generative text models ranging in scale from 7 billion to 70 billion parameters. Fine-tuned LLMs, called Llama-2-chat, are optimized for dialogue use cases.

Training 123

Training Advertising Data Examples 123

BirdEye

SEPTEMBER 8, 2023

Almost every business transaction starts with an online search today. It could be on a review site, search engine, social media platform, or listings website. The stronger the reputation for your real estate business online, the more likely the client will choose you over a competitor. Managing the reputation of your real estate business means listing on these platforms, collecting and managing reviews, and using them to grow your business.

Management 111

Management Social Media Multi-Channel Tools 111

kommunicate

SEPTEMBER 8, 2023

Last Updated on September 8, 2023 Sam Altman opened the floodgates of AI technology when he disrupted the IT landscape with OpenAI’s ChatGPT. With a record number of subscribers crossing all existing subscriber counts, ChatGPT reigns supreme when it comes to ubiquity. This has made way for other alternatives to ChatGPT that offer more and [.] The post 19 Generative AI Tools Like ChatGPT That You Cannot Ignore In 2023 appeared first on Kommunicate Blog.

Tools 98

Tools Technology 98

Uplight

SEPTEMBER 7, 2023

Pacific Gas and Electric Company (PG&E) and Uplight today announced PG&E’s SmartAC™ Smart Thermostat program, implemented by Uplight, has surpassed 100,000 enrollments. This major milestone makes the program among the largest residential customer demand response programs in the country. As California confronts climate change impacts including extreme heat events, demand response programs have become a Read More The post PG&E & Uplight Reach 100,000-Participant Milestone in De

Company 98

Company Customers 98

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

AWS Machine Learning

SEPTEMBER 6, 2023

Amazon Kendra is an intelligent search service powered by machine learning (ML). With Amazon Kendra, you can easily aggregate content from a variety of content repositories into an index that lets you quickly search all your enterprise data and find the most accurate answer. Adobe Experience Manager (AEM) is a content management system that’s used for creating website or mobile app content.

Management 122

Management Groups Data Policies 122

BirdEye

SEPTEMBER 4, 2023

Today, 91% of marketing agencies believe influencer marketing is an effective marketing strategy. Instagram is among the most preferred creator marketing platforms, especially with the new creator marketplace. The Instagram Creator Marketplace constantly evolves with new features for a better user experience and improved brand-creator collaborations.

Social Media 111

Social Media Policies Brands Multi-Channel 111

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. Instead, it’s a powerhouse tool transforming the service provision game. True to this, over half of marketing leaders already harness AI’s potential. Another 27% are gearing up to do so within the next two years. Why the AI frenzy?

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98