Zonka Feedback
OCTOBER 7, 2022
Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ?
Alida
OCTOBER 6, 2022
It’s no secret that customers are capricious. However, as we navigate an era of change, it’s easy to feel like this is the most volatile period in business history.
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Team Support
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
Adrian Swinscoe
OCTOBER 1, 2022
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […]. The post Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.
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.
Genroe
OCTOBER 5, 2022
Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
Opinionator
OCTOBER 5, 2022
Building a successful customer feedback system relies on understanding why people give feedback in the first place. Customer feedback and your revenue work hand-in-hand. When positive customer feedback is high, you can expect revenue to be strong. On the contrary, if your business is experiencing significant negative feedback and you don’t take steps to implement […].
BlueOcean
OCTOBER 4, 2022
Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers. And it’ll happen faster than you could ever expect. That’s just one bite of insight coming out of last month’s CXOutsourcers Mindshare event in Las Vegas.
Genroe
OCTOBER 7, 2022
This posts examines what a customer pain point is and how to use your customer journey map to identify and eliminate them. The post Fixing Customer Pain Points Using Customer Journey Maps appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
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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
OCTOBER 5, 2022
Anytime you enter a retail store or dine at a restaurant, we bet you have some very definite expectations, one of which is to have a pleasant interaction with the staff. And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand.
Lumoa
OCTOBER 5, 2022
Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others: Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding ; Cards can now be linked and shared among your coworkers – this lets you quickly sprea
IntouchInsight
OCTOBER 3, 2022
The 2022 Annual Drive-Thru Study is here! This study was first launched 22 years ago and is the leading industry benchmark for drive-thru performance. It examines how ten of the top quick serve brands rank for key metrics like speed, accuracy, and friendliness.
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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.
InMoment XI
OCTOBER 3, 2022
Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. This one rating — how likely are you to recommend <company> — gives you valuable business insights from the need to fix specific issues quickly, to long-term trends. But what about the NPS follow-up question? That’s where the more actionable insight comes from, because the customer is able to explain the “why” behind their rating with an open-text answer that gives you the good,
AWS Machine Learning
OCTOBER 1, 2022
Be our guest as we celebrate 20 years of AI/ML innovation on October 25, 2022, 9:00 AM – 10:30 AM PT. The first 1,500 people to register will receive $50 of AWS credits. Register here. Over the past 20 years, Amazon has delivered many world firsts for artificial intelligence (AI) and machine learning (ML). ML is an integral part of Amazon and is used for everything from applying personalization models at checkout, to forecasting the demand for products globally, to creating autonomous flight for
Kustomer
OCTOBER 7, 2022
The modern customer’s needs are constantly evolving and expectations are getting higher and higher. Brands can’t keep up unless they are perpetually enhancing their customer service processes with efficiency tools. We realize this is easier said than done, as there are always obstacles to establishing fine-tuned customer service processes and tools, such as executive buy-in and budget.
Blueshift
OCTOBER 5, 2022
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.
The DiJulius Group
OCTOBER 4, 2022
The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.
AWS Machine Learning
OCTOBER 1, 2022
Ten years from now, the technological fitness of clubs will be a key contributor towards their success. Today we’re already witnessing the potential of technology to revolutionize the understanding of football. xGoals quantifies and allows comparison of goal scoring potential of any shooting situation, while xThreat and EPV models predict the value of any in-game moment.
MyCustomer
OCTOBER 6, 2022
Loyalty Is loyalty impacted by the cost-of-living crisis?
Zonka Feedback
OCTOBER 6, 2022
We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.
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.
Merkle
OCTOBER 6, 2022
They say data is the new oil. Companies want to invest in tools to activate that data and gain powerful insights that give the business a view into how and where to gain return on investments. But is it better to start with the former or the latter? Activation or insights? There are two prominent toolkits in this space: 1. Customer data platforms (such as Adobe’s RT-CDP) for activation. 2.
AWS Machine Learning
OCTOBER 1, 2022
Pressing or pressure in football is a process in which a team seeks to apply stress to the opponent player who possesses the ball. A team applies pressure to limit the time an opposition player has left to make a decision, reduce passing options, and ultimately attempt to turn over ball possession. Although nearly all teams seek to apply pressure to their opponents, their strategy to do so may vary.
BirdEye
OCTOBER 5, 2022
When it comes to choosing a place to eat, many people rely on Google restaurant reviews to help make their decision. It’s a powerful tool that can help guests narrow down their choices by providing neutral information about a restaurant’s food and service. Because of this, it’s important that your restaurant begin to collect and generate more Google reviews to help get discovered.
Adrian Swinscoe
OCTOBER 4, 2022
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.
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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.
AWS Machine Learning
OCTOBER 5, 2022
Face-off Probability is the National Hockey League’s (NHL) first advanced statistic using machine learning (ML) and artificial intelligence. It uses real-time Player and Puck Tracking (PPT) data to show viewers which player is likely to win a face-off before the puck is dropped, and provides broadcasters and viewers the opportunity to dive deeper into the importance of face-off matches and the differences in player abilities.
BirdEye
OCTOBER 4, 2022
Choosing a healthcare provider requires a lot of trust from a patient. Nowadays, patients can turn to online reviews when trying to find the right doctor for them. That’s why doctor reputation management is an important part of bringing in more patients to your practice. In this blog, we’ll explain why doctor reputation management can help grow your practice.
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