CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.
ShepHyken
NOVEMBER 6, 2023
Top Takeaways: Customer feedback is crucial for businesses of all industries. By actively seeking and analyzing feedback, businesses can identify areas of improvement, make informed decisions, and ultimately enhance their overall customer experience. Technology, such as feedback kiosks and tablets, provides a simple and non-intrusive way for customers to provide feedback.
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SurveySensum
NOVEMBER 9, 2023
Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users.
eglobalis
NOVEMBER 8, 2023
How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Experience Investigators by 360Connext
NOVEMBER 7, 2023
Are your part-time employees delivering the customer experience you want? They can be! In this episode, Jeannie Walters shares actionable strategies to help your part-time workforce understand the importance of a top-notch customer experience. From fostering a culture of customer feedback to implementing a Service Code, she guides you through the process of aligning your customer service with your overall customer experience mission.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
NOVEMBER 9, 2023
Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. And in today’s AI-obsessed environment, empathetic human connection is a welcome differentiator for many people who don’t want to navigate an IVR or converse with a chatbot. But be warned — the more that AI and automation is used within the customer experience, the more likely your human customer-facing employees will feel stressed and
Bill Quiseng
NOVEMBER 8, 2023
For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
SurveySensum
NOVEMBER 8, 2023
Customer experience encompasses every interaction a customer has with a business. In today’s competitive and digital landscape, CX can either build or break a brand. A survey conducted by TELUS International revealed that 65% of customers anticipate some level of CX automation in their customer journey. CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and
InMoment XI
NOVEMBER 8, 2023
The Australian financial services industry operates in a tightly regulated environment, with a myriad of compliance obligations that must be met. In recent years, the implementation of a Voice of Customer (VoC) program has emerged as an essential tool for reducing compliance risk, improving customer experiences , and addressing several regulatory requirements.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
IntouchInsight
NOVEMBER 6, 2023
Coffee remains a hot commodity for consumers. Drive Research reported that 74% of Americans drink coffee every day*. In a recent consumer survey conducted by Intouch Insight, 71% of coffee drinkers reported they seek out their favorite coffee brand rather than purchase the most convenient cup. But are brands doing enough to retain these loyal customers?
Horizon CX
NOVEMBER 9, 2023
The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences. It’s the initial point of contact, where consumers interact directly with a company’s representatives.
Comm100
NOVEMBER 8, 2023
In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Their experiences reverberate across communities, influencing perceptions and, ultimately, bottom lines. But with player preferences evolving at lightning speed, how can companies ensure their VIPs receive unparalleled support that keeps them coming back for more?
TechSee
NOVEMBER 7, 2023
Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. NEW YORK and LONDON, November 7, 2023 — The 14th edition of the UK Customer Experience Awards, organized by Awards International, announced TechSee, the category leader in AI-powered digital customer experience automation, and their customer, Hotpoint (part of the Whirlpool Corporation) as a winner in this year’s program for use of TechSee’s Remote Visual Support techn
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
IntouchInsight
NOVEMBER 8, 2023
Get the newest consumer data for November! This month we covered customers' coffee habits and what they want from fast-food packaging.
Zeisler Consulting
NOVEMBER 8, 2023
It was a long time ago that I first wrote about the difference between CS and CX. Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). Yes, they’re all actually different among each other, so shouldn’t always be lumped in together as the same thing , but they’re all not CX per se, so I will just for this little article.
BirdEye
NOVEMBER 7, 2023
Imagine yourself sitting in a café observing a group of people using abbreviations like ‘BRB’, ‘IDK’, and ‘ICYMI,’ in their text messages. Although it may appear as if they’re speaking a new language, they are actually utilizing the power of text abbreviations. Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world.
NobelBiz
NOVEMBER 6, 2023
In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. In this article, we delve deep into the extraordinary ways intelligent automation is revolutionizing call centers and explore how NobelBiz’s cutting-edge sol
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Totango
NOVEMBER 10, 2023
As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!
AWS Machine Learning
NOVEMBER 6, 2023
Amazon Textract is a machine learning (ML) service that automatically extracts text, handwriting, and data from scanned documents. Queries is a feature that enables you to extract specific pieces of information from varying, complex documents using natural language. Custom Queries provides a way for you to customize the Queries feature for your business-specific, non-standard documents such as auto lending contracts, checks, and pay statements, in a self-service way.
BirdEye
NOVEMBER 7, 2023
Do you know what’s the one thing that is crucial in getting more sales? It is effective communication. As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Car sales emails are a crucial part of that effective communication strategy.
ShepHyken
NOVEMBER 7, 2023
Recently, I wrote two articles for my weekly Forbes column that paid homage to Abraham Maslow, the American psychologist who created what is referred to as Maslow’s Hierarchy of Needs. The articles were so well received that I wanted to share shorter versions here with our Shepard Letter subscribers. Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Fiv
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Totango
NOVEMBER 8, 2023
Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.
AWS Machine Learning
NOVEMBER 9, 2023
Building out a machine learning operations (MLOps) platform in the rapidly evolving landscape of artificial intelligence (AI) and machine learning (ML) for organizations is essential for seamlessly bridging the gap between data science experimentation and deployment while meeting the requirements around model performance, security, and compliance. In order to fulfill regulatory and compliance requirements, the key requirements when designing such a platform are: Address data drift Monitor model
BirdEye
NOVEMBER 9, 2023
In today’s digital era, the online presence of insurance companies holds significant importance, especially on insurance review sites. It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success.
Brandwatch CX
NOVEMBER 8, 2023
The key to making the most of social media is listening to what your audience has to say about you, your competitors, and the market in general. Once you have the data you can undertake analysis, and finally, reach social business intelligence ; using all these insights to know your customers better and improve your marketing strategy. If you are a social media rookie, this list of the top free social media monitoring tools might come in handy.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Blake Morgan
NOVEMBER 7, 2023
What’s the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreem
AWS Machine Learning
NOVEMBER 8, 2023
This post explores how Amazon CodeWhisperer can help with code optimization for sustainability through increased resource efficiency. Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall. In this era of cloud computing, developers are now harnessing open source libraries and advanced processing power available to them to build out large-scale microser
BirdEye
NOVEMBER 6, 2023
In some ways, connecting with customers has never been easier. There are so many communication channels and tools you can use to streamline customer interaction. But ironically, connecting with customers has also never been more challenging. You’ve got many useful tools and platforms at your disposal, but that comes with various obstacles. You need to choose the right tools, keep customers happy, and strike the right balance between automation and authenticity.
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