Lumoa

JANUARY 31, 2023

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.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

Blueshift

FEBRUARY 1, 2023

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.

Engagement 97

Engagement Loyalty Strategy Customers 97

Team Support

JANUARY 30, 2023

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.

Customer Experience 52

Customer Experience Self Service Chatbots CRM 52

Blake Morgan

FEBRUARY 1, 2023

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.

Trends 111

Trends Customer Experience Consumers Customers 111

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.

ROI

Daniel Group

FEBRUARY 1, 2023

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.

B2B 59

B2B Effort Score Innovation Groups 59

Zonka Feedback

FEBRUARY 1, 2023

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.

Consumers 52

Consumers Analytics Data Feedback 52

Lumoa

FEBRUARY 2, 2023

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.

Retail 221

Retail Net Promoter Score Strategy Customer Experience 221

Feedbackly

FEBRUARY 2, 2023

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.

Abandon Rate 98

Abandon Rate Touchpoint Customer Journeys NPS 98

Comm100

FEBRUARY 1, 2023

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.

Chatbots 239

Chatbots Social Media Omni-Channel Study 239

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

InMoment XI

FEBRUARY 1, 2023

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.

Customer Experience 195

Customer Experience Chief Customer Officer Report Culture 195

BlueOcean

JANUARY 31, 2023

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.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

Alliance by IFS

JANUARY 31, 2023

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.

Customer Engagement 122

Customer Engagement Engagement Management Customers 122

The DiJulius Group

JANUARY 30, 2023

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?

Groups 111

Groups Brands Customer Experience How To 111

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

MyCustomer

JANUARY 30, 2023

Loyalty How to manage CX in a bear market

Marketing 106

Marketing Loyalty Management How To 106

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. A few reasons why he is awesome —  Kevin is an international keynote speaker, CEO and co-founder of the Institute for Corporate Productivity (i4CP), the world’s leading HR research firm, he’s the author of Culture Renovation: A Blueprint for Action – 18 Leadership Actions to Build an Unsha

Culture 105

Culture Leadership Analysis Groups 105

AWS Machine Learning

JANUARY 30, 2023

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.

Training 103

Training Multi-Channel Metrics Data 103

Brandwatch CX

FEBRUARY 3, 2023

98

98

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

Doing CX Right

FEBRUARY 3, 2023

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.

Customer Experience 98

Customer Experience Hotels Customers Customer Service 98

BirdEye

FEBRUARY 2, 2023

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.

Social Media 98

Social Media Innovation Touchpoint Culture 98

AWS Machine Learning

FEBRUARY 2, 2023

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.

Sports 98

Sports Video Healthcare Industry 98

Optimove

JANUARY 31, 2023

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.

Sports 98

Sports Analysis Brands Data 98

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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.

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MiaRec

JANUARY 30, 2023

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.

Software 98

Software Analytics Management 98

BirdEye

JANUARY 31, 2023

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.

Social Media 98

Social Media Multi-Channel Guidelines Advertising 98

AWS Machine Learning

FEBRUARY 2, 2023

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.

Sports 98

Sports Training Analytics Automotive 98

Brandwatch CX

JANUARY 30, 2023

98

98

Advertiser: ZoomInfo

As marketing becomes more tech-driven, the role of marketing operations (MOps) is getting more complex. Today, the discipline is increasingly interwoven with other vital go-to-market motions — including sales and customer support — and is responsible for all business elements associated with marketing, including the tech stack. In this eBook, we’ll show you how marketing operations can create efficiencies in your tech stack, reporting, and budget that will not just improve internal processes, bu

Marketing

Clarivate

JANUARY 30, 2023

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

Abandon Rate 97

Abandon Rate Fashion Sports Trends 97

dscout People Nerds

JANUARY 31, 2023

Passing up on doing research doesn’t always feel intuitive—but sometimes it’s a better choice for the long-term.

93

93

AWS Machine Learning

FEBRUARY 1, 2023

Almost 80% of today’s web content is user-generated, creating a deluge of content that organizations struggle to analyze with human-only processes. The availability of consumer information helps them make decisions, from buying a new pair of jeans to securing home loans. In a recent survey, 79% of consumers stated they rely on user videos, comments, and reviews more than ever and 78% of them said that brands are responsible for moderating such content. 40% said that they would disengage with a b

Video 95

Video How To Analysis Effort Score 95