Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Metrics 59

Metrics Customer Experience Net Promoter Score Effort Score 59

Kustomer

SEPTEMBER 12, 2023

All of a sudden, the term ”artificial intelligence” is everywhere. From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. In reality, AI has been integrated into our everyday lives for years now, especially for the average customer.

Self Service 52

Self Service Chatbots CRM Social Media 52

Daniel Group

SEPTEMBER 13, 2023

Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around? The secret lies in how you handle it. The power of attentive listening, timely response, and consistent improvements cannot be understated. This blog unravels the imperative of acting on customer feedback – from addressing immediate concerns to rectifying long-standing organizational and cultural challenges to where your CX leadership co

Feedback 52

Feedback B2B Leadership Culture 52

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

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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

InteractionMetrics

SEPTEMBER 13, 2023

McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction than consumer companies. One reason B2B companies underperform on customer satisfaction is they are more complicated — with more moving parts — than retailers. But another reason is that without knowing it, many B2B’ers may rely on a consumer approach to CX when, in fact, B2B CX is different in five key ways.

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B2B Sports Touchpoint Customer Satisfaction 52

Beyond Philosophy

SEPTEMBER 9, 2023

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these predictions is AI-driven.

Customer Experience 78

Customer Experience Analysis Customers Innovation 78

BirdEye

SEPTEMBER 11, 2023

Satisfied customers build successful businesses. Every business works to keep its customers happy, provide the best service, and become the #1 choice for its customers. But this goal is getting harder and harder to accomplish in the increasingly competitive business landscape. This is especially true for multi-location businesses catering to local customers.

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Customer Experience Self Service Social Media How To 114

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

Loyalty 287

Loyalty Customers Customer Centricity Strategy 287

Cyara

SEPTEMBER 12, 2023

Collecting customer feedback without integrating it into a comprehensive and valued program that guarantees actionable insights wastes not only your organization’s time, but also your customers.

Feedback 76

Feedback Customers 76

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

eglobalis

SEPTEMBER 12, 2023

What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.

Survey 342

Survey Customers Customer Centricity Brands 342

IntouchInsight

SEPTEMBER 13, 2023

This month at Intouch Insight we have introduced several new updates to our CX platform. These changes will help you get the most out of your data so you can begin action immediately.

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Data 334

InMoment XI

SEPTEMBER 14, 2023

In the interconnected world of today, reputation management has evolved from a luxury to an absolute necessity. This article delves deep into the critical role that reputation management plays in determining a brand’s success. We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes.

Brands 195

Brands Management Social Media Effort Score 195

Lumoa

SEPTEMBER 11, 2023

The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

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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

Comm100

SEPTEMBER 12, 2023

At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.

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Management Financial Resources Strategy 161

IntouchInsight

SEPTEMBER 13, 2023

It’s hard to believe that fall is right around the corner! But we’re closing out summer with some hot consumer data from our regular Flash Points ; pulse surveys of everyday consumers across North America on a wide range of issues affecting customer experiences.

Loyalty 156

Loyalty Consumers Survey Data 156

InMoment XI

SEPTEMBER 12, 2023

In today’s cut-throat market, differentiating your brand is more important than ever. What better way to outsmart your competitors than to understand them intimately? Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

Experience Investigators by 360Connext

SEPTEMBER 12, 2023

”Can we discuss how to conduct an annual performance review for a customer experience professional? What should that look like? What measurements should we be looking at?” How do we define success?” Performance reviews can be rough from both sides of the table. They are often full of assumptions and expectations. However, these hard conversations are necessary.

Customer Experience Professionals 143

Customer Experience Professionals Measurement Resources Customer Experience 143

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

Upstream Works

SEPTEMBER 14, 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 AI for Cost Savings? Beware the Service Recovery Paradox appeared first on Upstream Works.

Connections 148

Connections Management 148

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. The same thing happens with employees inside an organization. You can usually find someone who seems to be doing more than expected – something that’s not in their job description.

Customer Service Training 150

Customer Service Training Customer Service Training Customer Experience 150

ReviewTrackers

SEPTEMBER 13, 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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Study Examples Customer Experience Data 128

AWS Machine Learning

SEPTEMBER 14, 2023

Today, generative AI models cover a variety of tasks from text summarization, Q&A, and image and video generation. To improve the quality of output, approaches like n-short learning, Prompt engineering, Retrieval Augmented Generation (RAG) and fine tuning are used. Fine-tuning allows you to adjust these generative AI models to achieve improved performance on your domain-specific tasks.

Training 129

Training Sports Comparison Travel 129

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

BirdEye

SEPTEMBER 15, 2023

Sales is one of the most important functions in every organization – it defines your growth and business success. Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. Sales professionals need insight, reports, and innovative ways to reach potential customers.

Sales 111

Sales Chatbots Trends Report 111

ShepHyken

SEPTEMBER 11, 2023

Top Takeaways: Net Promoter Score (NPS) evaluates customer sentiment and allows companies to compare their data with competitors. It helps identify areas where organizations may be falling short and prompts them to revise their current strategies for improvement. To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints.

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Net Promoter Score NPS Automotive Poor Customer Service 132

kommunicate

SEPTEMBER 15, 2023

Last Updated on September 15, 2023 WhatsApps has become THE messenger for smartphones. With 5 billion downloads on the Google Play Store alone, the app is going from strength to strength. Here are a few statistics on WhatsApp that will blow your mind: Meta, which owns WhatsApp, is already dominating the social media space with [.] The post WhatsApp Channels – What Is It and How You Can Use It For Your Business In 2023 appeared first on Kommunicate Blog.

Social Media 105

Social Media 105

AWS Machine Learning

SEPTEMBER 11, 2023

Today, we are excited to announce that the Falcon 180B foundation model developed by Technology Innovation Institute (TII) is available for customers through Amazon SageMaker JumpStart to deploy with one-click for running inference. With a 180-billion-parameter size and trained on a massive 3.5-trillion-token dataset, Falcon 180B is the largest and one of the most performant models with openly accessible weights.

Social Media 128

Social Media Video Training System 128

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

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production. See how AI is already helping small businesses like yours bring significant cost savings, more effective advertising, and more efficient processes.

Tools 111

Tools Strategy Chatbots Analysis 111

2020 Research

SEPTEMBER 12, 2023

Are you looking for a way to capture high-quality audio responses from your participants during your qualitative research project? Look no further than QualMobile’s audio recording feature! What is QualMobile ? QualMobile is a mobile ethnography tool with a user-friendly smartphone app designed for participants to effortlessly share their real-time experiences and insights with researchers.

Video 103

Video Study Tools Innovation 103

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

Self Service 88

Self Service Software Analytics Examples 88