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As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. But then there’s the dreaded plateau. This can happen after you’ve been steadily gaining momentum, then all of a sudden, it seems as if your initiatives are no longer moving the needle.
How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries.
“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.
After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The forum provided a platform for award-winning CX speakers from some of Europe’s most prominent brands, including Foot Locker , Vue Cinemas, Quilter, MediaMarktSaturn, NPSx by Bain & Company , and Forrester.
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.
I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.
”Are there differences in how to approach member experience versus customer experience?” Are you ready to define what customer experience success means for a nonprofit organization, association, or even a professional development organization? In this enlightening episode, Jeannie Walters places a spotlight on customer experience (CX) in member-based organizations and shows how you can use best practices and tools from the CX toolkit.
On this episode of the Modern Customer Podcast, I spoke with Kelly McDonald about meeting customer expectations. Kelly is a speaker and author of several books, including her latest title, It’s Time to Talk about Race at Work , a guide for leaders to improve diversity and inclusion in the workplace.
In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience.
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.
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.
With the first day of fall behind us, sweaters are coming out of closets and the smell of pumpkin spice is filling the air. So grab your favorite warm beverage and catch up on some of the latest bite-size data from Intouch Insight’s consumer Flash Points.
I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. The one thing they all have in common? A desire to focus on listening to customers, doing right by them, and getting their organizations on board with the many, many benefits of a strategic customer experience
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.
QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.
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.
At Intouch Insight, we are always looking for new ways to save our customers time. This month, we have added three new checklist templates to the IntouchCheck™ template library.
Customers of every size and industry are innovating on AWS by infusing machine learning (ML) into their products and services. Recent developments in generative AI models have further sped up the need of ML adoption across industries. However, implementing security, data privacy, and governance controls are still key challenges faced by customers when implementing ML workloads at scale.
Learn how the best performing UX teams are analyzing quantitative and qualitative data to create digital experiences that reduce user effort, increase product adoption, and drive revenue.
Google ads are a top lead generation channel for local businesses. Implementing Google Seller Ratings (GSR) is a simple yet highly effective way to increase ad relevance and clickthrough rates. This blog details the panel discussion, “Reviews to Revenue: How to Boost Google Ad Performance by 17%” from Birdeye View 2023. The discussion features Abhishek Iyer, Senior Product Marketing Manager from Birdeye, and Brian Torres, Digital Marketing Manager at Firstmark Credit Union.
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.
It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.
Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.
Explore case studies demonstrating how media organizations and retail industries have found insight communities a cost efficient alternative to external research.
In a rapidly evolving digital landscape, local businesses face a pressing question: How can they stay relevant and meet escalating customer expectations? The answer, as revealed at the recent Birdeye View digital conference, lies in the revolutionary potential of Artificial Intelligence (AI). As consumer behavior and expectations evolve, AI emerges not just as a tool but as an indispensable ally for businesses aiming to thrive.
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.
During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies. During the webinar, we had a lively Q&A session with our audience, but unfortunately, we ran out of time before we could answer all the questions.
Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.
Podcast: The power of customer-centricity Sabine Groven Tuesday, October 24, 2023 - 07:29 Customer centricity The power of customer-centricity In the latest episode of MYC'D UP with CX Leaders, we had the pleasure of speaking with Ilenia Vidili, a customer-centricity advisor, keynote speaker, and author of 'Journey to Centricity'.
Beauty industry entrepreneur, Elizabeth Arden, once said, “Reputation makes customers.” Ms. Arden could not have imagined the challenges of managing a business’s online reputation. In fact, your business’s local search engine optimization (SEO) reputation signals search engines about your brand. The better the optimization, the higher you’re likely to be found in Google’s local pack results. 81% of consumers search online before physically going into a store.
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.
Introducing our Electric Vehicle Panel—your ultimate resource for navigating the shifting landscape of consumer automotive trends! Gain unparalleled access to the in-depth profiles of thousands of Americans, filled with invaluable insights into their thoughts, actions, and desires when it comes to electric vehicles. Stay ahead of the game and make informed decisions with the power of our diverse panel at your fingertips.
At Amazon Web Services (AWS) , not only are we passionate about providing customers with a variety of comprehensive technical solutions, but we’re also keen on deeply understanding our customers’ business processes. We adopt a third-party perspective and objective judgment to help customers sort out their value propositions, collect pain points, propose appropriate solutions, and create the most cost-effective and usable prototypes to help them systematically achieve their business goals.
Adopting a new technology can be intimidating, especially if it represents such a fundamental leap as Artificial Intelligence (AI). Since the introduction of our new generative AI-powered Auto QA and Auto Data Redaction solutions, we have often received the following question: "How out-of-the-box are they, or in other words, how difficult it is to set them up?
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