Sat.Sep 09, 2023 - Fri.Sep 15, 2023

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Unlocking Success: CX Metrics That Define Customer Experience Triumph

Win the Customer

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
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Four Ways You’re Already Using Generative AI in Your CX — or Should Be

Kustomer

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.

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Act on Customer Feedback the Right Way — Make Your CX Team Effective

Daniel Group

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

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The Definitive Guide to Creating a Standout Customer Experience Strategy

Lumoa

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
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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

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.

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5 Ways B2B CX Stands Apart

InteractionMetrics

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.

B2B 52

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Are you ready to implement AI and improve your customer experience?

Beyond Philosophy

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.

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How to use AI to Improve Customer Experience?

BirdEye

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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Building Customer Trust and Loyalty: The Foundation of Successful Businesses

C3Centricity

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 296
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Don’t Just Collect Customer Feedback, Act On It

Cyara

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.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

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.

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What’s next in VoC as traditional customer surveys fade from our memories?

eglobalis

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 454
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CX Tech Top-ups: Do more with your Data!

IntouchInsight

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.

Data 334
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Strategic Enrollment Management – A Helpful Starter Guide

Comm100

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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The Power of Perception: Leveraging Reputation Management for Brand Success 

InMoment XI

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
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Next-Gen Cloud Contact Centers For Dummies®

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.

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The Definitive Guide to Creating a Standout Customer Experience Strategy Template

Lumoa

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
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Loyalty at Full-Service Restaurants and Accuracy at Drive-Thrus

IntouchInsight

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
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Doing More Than Expected (Even When It’s Not in Your Job Description)

ShepHyken

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.

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Master the Market: A Deep Dive into Competitive Analysis

InMoment XI

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
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Making the Moment: The Art of Creating Events That Drive Results

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.

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AI for Cost Savings? Beware the Service Recovery Paradox

Upstream Works

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.

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[Experience Action Podcast] Performance Reviews and CX

Experience Investigators by 360Connext

”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.

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Understanding the “Why” Behind Your Net Promoter Score (NPS) with Jason Barro

ShepHyken

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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Learn how to build and deploy tool-using LLM agents using AWS SageMaker JumpStart Foundation Models

AWS Machine Learning

Large language model (LLM) agents are programs that extend the capabilities of standalone LLMs with 1) access to external tools (APIs, functions, webhooks, plugins, and so on), and 2) the ability to plan and execute tasks in a self-directed fashion. Often, LLMs need to interact with other software, databases, or APIs to accomplish complex tasks. For example, an administrative chatbot that schedules meetings would require access to employees’ calendars and email.

Tools 131
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Campaigns that Click: Practical Personalization Strategies to Boost ROI

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.

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Introducing the ReviewTrackers Partner Academy

ReviewTrackers

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.

Study 128
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12 ways to use AI in sales in 2023

BirdEye

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
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WhatsApp Channels – What Is It and How You Can Use It For Your Business In 2023

kommunicate

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.

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Accelerate client success management through email classification with Hugging Face on Amazon SageMaker

AWS Machine Learning

This is a guest post from Scalable Capital , a leading FinTech in Europe that offers digital wealth management and a brokerage platform with a trading flat rate. As a fast-growing company, Scalable Capital’s goals are to not only build an innovative, robust, and reliable infrastructure, but to also provide the best experiences for our clients, especially when it comes to client services.

e-support 131
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Future-Proof IT: Cost-Saving Strategies Every IT Leader Needs in 2025

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.

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QualMobile Feature Highlight: Audio Recording

2020 Research

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
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14 Tools and 7 Strategies to Use AI for Small Businesses

BirdEye

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
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20 Social Media Holidays to Celebrate This October

Brandwatch CX

Discover 20 fun social media holidays for October! From International Coffee Day to Halloween, learn how brands creatively engage with their audiences.