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Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.
As marketers, we tend to focus most of our efforts on acquiring new customers. Although customer acquisition is certainly vital to future growth, retention also plays an essential role in a successful marketing strategy. After you’ve worked so hard to earn those customers, it’s vital to keep them happy by building customer loyalty and fostering long-term relationships.
What is a Seamless Customer Experience A seamless customer experience is one where the customer interacts with a company in a smooth, effortless manner. The customer feels that their needs are understood, meaning the company is able to anticipate the customer's needs and proactively offer solutions. For example, a company that offers personalized product recommendations based on the customer's purchase history is demonstrating an understanding of the customer's needs.
Are you feeling the strain of a strange new year? You’re not alone. In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. Consumer spending is stalling, and as the Wall Street Journal reported recently, consumers are starting to freak out.
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.
Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your business to the next level. In this blog, I want to focus on two groups of readers. The first group of readers is those who still need a formal CX improvement program in their organization. Second are those readers whose companies have a program but may be thinking about ways to bring new life to the effort.
Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.
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Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.
In the business world, data is king. The ability to collect, analyze, and interpret data is critical to make informed decisions that can improve business operations and, ultimately, the bottom line.
Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.
Why do customers choose one brand over the other when both offer similar products in quality and price? Why do customers cling to expensive brands when they can get one with the same functionality for cheaper? Loyalty and brand image may seem the obvious answers, but did you know that these eventually tie to customer emotions? Emotions create preferences in customers’ minds, which in turn drive them to take action.
There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older. In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year. We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique.
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.
Oftentimes, CX practitioners will discuss the best reporting position for a core CX team to give an organization the best chance for Customer Experience (CX) success. Here at InMoment, we’ve seen far too many instances of programs turning into (or frankly never becoming more than) measurement-only programs no matter where they live within an organization.
Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.
It’s hard to believe that 2023 is upon us, but alas the end of another year has come! Maybe it. The post A Look Ahead: 5 Predictions for Field Service in 2023 appeared first on IFS Blog.
Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support.
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.
I am so passionate about what I do and share with my clients how to build a world-class experience (customer & employee) brand. However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations. So, when I’m on Zoom calls, I literally had to. Read Full Article The post Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds?
Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.
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.
Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.
I’m thrilled to announce the acquisition of Cube Online– Australia’s leading customer experience platform — giving us the opportunity to help local brands and businesses worldwide. I want to extend a warm welcome to the entire Cube team and the thousands of Cube customers. We’re excited to have you join the #1 digital customer experience platform. With this acquisition, we’ve expanded our international presence into Australia, New Zealand, and the United Kingdom.
Recent developments in deep learning have led to increasingly large models such as GPT-3, BLOOM, and OPT, some of which are already in excess of 100 billion parameters. Although larger models tend to be more powerful, training such models requires significant computational resources. Even with the use of advanced distributed training libraries like FSDP and DeepSpeed, it’s common for training jobs to require hundreds of accelerator devices for several weeks or months at a time.
Many online gaming brands offer more than one product to their players, where a player placing sports bets can just as easily play a variety of casino games on the same platform, using the same account. But what’s in it for the operators? Well, it depends on how they play the cards they are dealt. Cross-selling offers great potential. Gaming operators surely have a lot to gain.
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.
A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resulting in only 1-3% of the calls being manually evaluated. Therefore, scoring 100% of the calls using automatic call scoring — in addition to manually scoring calls — is required to get a complete picture.
Are you a business looking to increase your visibility in your local market? If the answer is yes, you’ll need an active and engaged presence on Nextdoor. This popular social media platform allows businesses to post updates, advertise special offers and deals, and generate Nextdoor reviews from local customers. However, getting the most out of Nextdoor for your company does require some understanding and research.
The National Football League (NFL) is one of the most popular sports leagues in the United States and is the most valuable sports league in the world. The NFL, BioCore, and AWS are committed to advancing human understanding around the diagnosis, prevention, and treatment of sports-related injuries to make the game of football safer. More information regarding the NFL Player Health and Safety efforts is available on the NFL website.
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.
As patent filings grow at unprecedented rates, companies are beginning to realize the strategic importance of patent renewals, unlocking their ‘data power’ A new report from Clarivate , Global patent renewals trends , leans on enriched patent and IP case data paired with human expertise and technology to analyze patent filing activity. Through the report, law firms and in-house legal teams can gain a better understanding of maintenance behaviors to help unleash annuities’ strategic v
Today, the NFL is continuing their journey to increase the number of statistics provided by the Next Gen Stats Platform to all 32 teams and fans alike. With advanced analytics derived from machine learning (ML), the NFL is creating new ways to quantify football, and to provide fans with the tools needed to increase their knowledge of the games within the game of football.
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