This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded questions from clients and others within the industry. In this blog, I’m going to focus on one question that continues to come up in conversations with CX practitioners and data analysts and my answer may surprise you. How Do I Increase Survey Response Rates?
Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.
A substantial part of your customer’s opinion of your brand comes from their direct experiences with your products—how they interact with products and how products make them feel. Understanding how people perceive and use your product is important to ensure you meet their needs.
A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.
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.
The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One of the many products of lingering COVID uncertainty, the supply chain crisis has resulted in steeper prices, logistics chaos, and a markedly lower supply of everything from video game consoles to garden furniture. Today’s discussion covers three factors brands should be aware of as they consider supply chain issues within the context of customer experience (CX). 3 Supply Cha
By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized. We talked about topics ranging from data to destiny.
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
By Jeannie Walters The future of customer experience is exciting in many regards, but what’s happening around low code/no code opportunities is downright fascinating. I had the privilege of interviewing Umesh Sachdev, CEO of Uniphore, and Yochai Rozenblat, former CEO of Jacada, soon after the acquisition of Jacada was finalized. We talked about topics ranging from data to destiny.
Thinking back on some of the fun, and weird, things that have happened during my 20+ year hospitality career, I was reminded of this old lady, I’ll call her “Granny Food Thief”. Many years ago, while I was supervising a banquet event, I came across this sweet little old lady who would constantly crash the cocktail hours for the business events. My property hosted many groups that, after their day-long meeting, would have a 1-hour farewell reception for the attendees.
Chat with Lumoa at Slush Built from the ground up with AI, Lumoa allows you to make faster, smarter, and the right decisions based on the Voice of the Customer. Fill out the form below to book a time to meet Lumoa at Slush on 1-2 December. What is Slush? Slush is a student-driven, not-for-profit movement on a mission to create and help the next generation of groundbreaking entrepreneurs, originally founded to change attitudes toward entrepreneurship.
A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.
Attributes 526% Revenue Growth to Massive Enterprise Demand for its Conversational Automation Platform that Uses AI to Modernize and Democratize Customer Experiences Palo Alto, Calif. November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year.
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.
Today we unveil our annual list of Highly Cited Researchers. We congratulate some 6,600 scientists and social scientists for demonstrating significant influence among their peers in their chosen field (or fields) through the publication of multiple highly cited papers during the last decade. These highly cited papers rank in the top 1% by citations for field and year from 2010 – 2020.
Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?
Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service.
How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly?
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.
Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.
Earlier this year, CommerceNext conducted a large-scale survey among retail marketing leaders. And while, as we mentioned a few weeks ago – many marketers like to talk about how important Retention, Customer Data Platforms, and Actionable Data are – when push comes to shove, most will revert to old-fashioned, perhaps even outdated, tactics. For example, “Retention/Loyalty Marketing” was named the area where CMOs are looking to increase their investment the most.
When customers miss payments, it’s up to collections departments and agencies to recover what is owed. This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. The addition of debt collection regulations further complicates an already delicate interaction.
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.
This year, Uplight was excited to participate in Hacktoberfest on October 13th and 14th. Hacktoberfest is an annual event hosted by DigitalOcean, where, for the whole month of October, open source community members are encouraged to give back to the community by completing pull requests. At Uplight, we use and benefit from many open source Read More.
Why endure the challenges & difficult moments/people in service teamwork & collaboration? Here's why from Kate Nasser, The People Skills Coach™. The post Service Teamwork Collaboration: Why Bother? | #PeopleSkills #LeadMorale appeared first on KateNasser.com.
Few industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC). When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues.
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.
The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible. On the one hand, 65% of customers report that they would avoid technician visits unless strictly necessary, a sentiment that has resulted in the explosion of remote service delivery. On the other hand, 62% of customers still expect their issues to be repaired as quickly as ever.
The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. consumers.
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.
With almost 30 years in the customer experience profession, Annette Franz, CCXP is founder and CEO of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).
This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
370 
Let's personalize your content