Blake Morgan
DECEMBER 8, 2022
Every year, I predict what’s to come in the world of customer experience. We’ve all faced challenges, change, and uncertainty over the last few years and learned that customer experience is more important now than ever. As we head into 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, and technology continues to grow and evolve.
InMoment XI
DECEMBER 7, 2022
In our recent blog , we discussed how you can improve your customer experience (CX) strategy in five simple steps. Customer experience often relates to the long-term relationship between customers and the companies they do business with. It reflects the summary of experiences at different points along the customer journey—such as considering doing business with a brand, making a purchase and becoming a customer, receiving additional services, having issues resolved, etc—and includes multiple cha
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Lumoa
DECEMBER 8, 2022
People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev
Omnicus
DECEMBER 7, 2022
As a team leader in a contact center, it can be frustrating when you have unengaged employees. These employees may be lackadaisical, uninterested in their work, or simply going through the motions without any real passion or drive. However, it’s important to remember that unengaged employees are a common problem in the contact center industry, and there are steps you can take as a team leader to help get your employees engaged and motivated.
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.
Gainsight
DECEMBER 8, 2022
If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . The notion of having to scale or be more efficient with resources by leveraging digital channels and programs is one that excites any customer organization, big or small. Yet, there are so many possibilities that it’s hard to get a structured program going.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Seaton CX
DECEMBER 6, 2022
You stride confidently into the conference room. Stop. Scratch that. Let’s try again. You connect confidently to the Zoom call. Nested in your daughter’s bedroom, you carefully angle the laptop so the webcam shows a blank wall behind you and not her memory board—a scrappy mess of drawings and photos she hasn’t updated since “in-person school” returned after the pandemic was “over.”.
Helpware
DECEMBER 8, 2022
In the days of only bricks-and-mortar shops and services, customer service was already an important component of a company's success. The digital economy, however, has changed how customers interact with companies and transformed their expectations for customer service.
InMoment XI
DECEMBER 6, 2022
Earlier this year, InMoment hosted an XI Forum with two incredible speakers—both of whom run experience programs for franchisees. Steve Grossrieder, CEO of JAX Tyres & Auto, and Jess Gill, Chief Customer Officer for Craveable Brands, know exactly what it takes to keep franchisees inspired, and make sure experience programs stick across the organization. .
Support EXP
DECEMBER 6, 2022
Key Takeaways. Disruptive dynamics and challenges of the past 3 years have sparked numerous cumulative effects that threaten the customer experience. Financial consumers’ loyalty is conditional, as they are increasingly intolerant of service that doesn’t meet their heightened expectations. Financial institutions that haven’t adapted well to challenges of the past 3 years need to change their CX approach if they are to survive trends predicted for the near future.
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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.
IntouchInsight
DECEMBER 8, 2022
Looking to make 2023 your best year yet? One of the biggest opportunities we’re seeing carry over into 2023 is channel blurring. This refers to when brands provide goods and services that aren't normally associated with their industry. While this is not a new practice, it has become increasingly popular.
Comm100
DECEMBER 7, 2022
Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.
InMoment XI
DECEMBER 8, 2022
After you do a study or research, you will probably want to know if the results you got mean anything. More specifically, you want to know if there are statistically significant differences between the groups you studied. After all, statistically significant results help you know that what you studied—the variables you chose—are having an impact on the results.
Lumoa
DECEMBER 7, 2022
When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. It’s also the same value we wish to convey to every business we work with. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity.
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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.
Alida
DECEMBER 8, 2022
Employee surveys can be a reliable source of insight… as long as you direct them properly and ask the right questions.
Comm100
DECEMBER 7, 2022
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.
ShepHyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
One Millimeter Mindset
DECEMBER 7, 2022
Your job description is a great place to start building professional capabilities. Consider that these baseline requirements form the structural underpinning of a career well-planned. Consequently, your career feels less accidental than intentional. Plus, you create a participatory career where you are an active player instead of a spectator. Whether you are a young or older newbie in a new role in a new company – or not – consider what else is required of you beyond what is described for you to
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.
Interactions
DECEMBER 9, 2022
It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.
ShepHyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
Experience Investigators by 360Connext
DECEMBER 9, 2022
Welcome to WordPress. This is your first post. Edit or delete it, then start writing! The post Welcome appeared first on Experience Investigators.
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 DiJulius Group
DECEMBER 6, 2022
“More than a chance to work from home or anywhere. People want flexible hours, which I think is what we’re here to discuss.” –Adam Grant Where did the 5-day work week come from, anyway? Who invented it? It is right for 2023 or is there better alternatives? Could 4 days be the flexible future of. Read Full Article. The post The (Flexible) Future Of Our Work Week appeared first on The DiJulius Group.
Influitive
DECEMBER 7, 2022
We’re excited to announce the finalists of the 2022 Influitive Best Advocate Marketing Awards (BAMMIES). Every year, we hear from trailblazing customer marketing and brand advocacy leaders about their inspiring programs. As always, this year was packed with incredible submissions. The finalists below stood out among their amazing peers by leading in their creative ingenuity, […].
AWS Machine Learning
DECEMBER 7, 2022
The success of any machine learning (ML) pipeline depends not just on the quality of model used, but also the ability to train and iterate upon this model. One of the key ways to improve an ML model is by choosing better tunable parameters, known as hyperparameters. This is known as hyperparameter optimization (HPO). However, doing this tuning manually can often be cumbersome due to the size of the search space, sometimes involving thousands of training iterations.
BirdEye
DECEMBER 9, 2022
If you want your business to be successful, you need to have an active presence on social media. However, managing all your social media profiles takes time and effort. You have to keep up with the latest changes to each platform, constantly generate new content ideas and post content regularly without missing a beat. That’s where a social media calendar can help.
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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.
Merkle
DECEMBER 8, 2022
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The DiJulius Group
DECEMBER 7, 2022
In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce. Read Full Article.
DemandJump
DECEMBER 6, 2022
Search engine optimization: this short little phrase holds so much power when it comes to driving traffic to your website and boosting sales. After all, it is the process of improving the visibility of your website. When many people think of SEO, they think of SEO keyword research or content optimization. And while that is definitely part of it, that’s not all of it.
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