ShepHyken
JANUARY 3, 2024
Happy New Year! What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. I’ve taken five of my favorites from the list to share here in The Shepard Letter. Here are my top predictions for 2024. You can simply read these predictions or take action on them.
InMoment XI
JANUARY 4, 2024
It can be argued that the customer experience is more important in retail than any other industry. With 93% of consumers reading reviews before making a purchase, and 58% of consumers being willing to drive further or pay more for a product with good reviews, a good customer experience and brand reputation management have never been more critical than it is today.
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ShepHyken
JANUARY 2, 2024
Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience.
kommunicate
DECEMBER 30, 2023
Last Updated on December 30, 2023 A poor customer experience is a costly affair, according to a report by Retail Customer Experience, brands that manage an above-average customer experience bring in 5.7 times more revenue. And this is just one part of the puzzle. Not providing a great customer experience can result in reputation damage, [.] The post 27 Customer Experience Tools That Every Product Manager Must Have appeared first on Kommunicate Blog.
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.
Comm100
JANUARY 2, 2024
Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
SmartKarrot
JANUARY 4, 2024
In today’s dynamic business landscape, the success of any organization is intricately tied to the satisfaction and loyalty of its customers. As a seasoned customer success expert , I have had the privilege of witnessing the evolution of customer success teams and the pivotal role they play in ensuring client satisfaction. In this blog post, I will share my insights on the top six strategies to make your customer success team more efficient, tailored specifically for a technical and highly
Horizon CX
JANUARY 2, 2024
Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys. The concept of closing the loop is neither new nor complicated.
ShepHyken
JANUARY 4, 2024
This week, we feature an article by Ian Davi. He shares five practical strategies businesses can use to increase customer retention rates. We live in a world where competition is fierce, and consumers have many choices at their fingertips, making the pursuit of customer loyalty and retention essential. Your ability to retain existing customers directly impacts your bottom line — and you already know it’s cheaper to keep customers than to acquire new ones.
SAP Customer Experience
JANUARY 3, 2024
In the ever-evolving landscape of customer relationship management (CRM), businesses are turning to cutting-edge technologies to streamline processes and enhance customer interactions. One such groundbreaking innovation is Generative AI in business context, which brings a new level of intelligence and increased productivity for Sales Representatives and Service Executives.
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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.
InMoment XI
JANUARY 3, 2024
If you received an invitation to take a survey, you would probably be more likely to actually participate if the topic of the survey interested you. That’s the heart of voluntary response sampling. Like all other methods of sampling, voluntary surveys have their pros and cons. It’s one of the easiest ways to sample quickly and get responses, but it can also result in voluntary response bias.
AWS Machine Learning
JANUARY 4, 2024
Generative AI has opened up a lot of potential in the field of AI. We are seeing numerous uses, including text generation, code generation, summarization, translation, chatbots, and more. One such area that is evolving is using natural language processing (NLP) to unlock new opportunities for accessing data through intuitive SQL queries. Instead of dealing with complex technical code, business users and data analysts can ask questions related to data and insights in plain language.
Totango
JANUARY 3, 2024
As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.
BirdEye
DECEMBER 30, 2023
Did you know that a mere post of only 280 characters could unlock your brand’s potential? Yes, that’s the magic of a tweet, making a strong case for having a Twitter business profile in today’s digital marketplace. With a vast audience of nearly 240 million daily active users, Twitter – currently called ‘X’ – has become a rich platform for brand exposure and customer interaction.
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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.
NobelBiz
JANUARY 3, 2024
Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment. Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Indust
AWS Machine Learning
JANUARY 5, 2024
This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems.
Totango
JANUARY 3, 2024
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.
The DiJulius Group
JANUARY 2, 2024
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.
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.
Beyond Philosophy
JANUARY 4, 2024
It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona
Kustomer
JANUARY 2, 2024
Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. While 2023 may have been the year of Barbenheimer and Taylor Swift, we also saw great strides in customer service.
Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.
SaleMove
JANUARY 5, 2024
Change management in your contact center is a lot like keeping a New Year’s resolution: Here’s a few handy tips for both. The post Keeping Your New Year’s Resolutions appeared first on Glia Blog | Digital Customer Service Explained.
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.
Beyond Philosophy
JANUARY 5, 2024
Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let’s peer into the psychological underpinnings of habits. They possess distinct characteristics: A cue within our environment kickstarts the habitual response.
SAP Customer Experience
JANUARY 3, 2024
Introduction SAP Commerce Cloud proposes a default stock level management strategy that fits in most of the cases. When business team wants to deviate from this standard, some difficulty can appear and often platform performance is impacted. This article will explain what’s standard and what’s the philosophy behind. Then, you.
Middlesex Consulting
JANUARY 3, 2024
In the early days of your current job, you decided which metrics to track. You expected that as your graphs improved, your customers, stakeholders, or higher-ups would see and appreciate significant increases in the value they received. At the start of each new year, you gathered your team for “the annual meeting,” where you displayed […] The post Innovative Metrics Can Be Both Good and Bad appeared first on Middlesex Consulting.
Helpware
JANUARY 2, 2024
What is customer churn? Why is it a critical issue for businesses? In commerce, this term represents the rate at which customers discontinue their relationship with a company or cease using its services or products.
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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.
Cyara
JANUARY 4, 2024
Contact center technologies continue to evolve and enhance customer experience. As a result, contact center testing is growing in importance. In 2024, successful businesses will need to continue to keep their focus fixed on the customer journey. Industries are putting lots of focus on simplifying the customer experience. But while the customer may have an easier and more seamless journey, contact center management may not.
Optimove
JANUARY 1, 2024
Optimove ensures marketing starts with the customer and not campaign/product. Customer-led marketing delivers brands an average increase of 33% in CLTV.
SAP Customer Experience
JANUARY 3, 2024
Consumer businesses strive to manage and leverage customer data effectively for a competitive edge. These organizations often have vast quantities of customer data. Their databases can grow to tens or hundreds of millions of customer records. This is not only in number but also in the depth of information per.
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