Horizon CX
OCTOBER 2, 2023
The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Then we create opportunities by fixing those gaps. Experience improves and so does P&L. The frontline experience gap has three dimensions—Competence, Supervision, and Data and here I am at the frontline with the following scenarios for you to consider.
InMoment XI
OCTOBER 5, 2023
A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. However, building an effective, consistent contact center experiences can be overwhelming. That’s why we’ve taken everything we have learned by working with best-in-class brands and distilled those learnings into five simple steps you can follow to make sure you build a contact center that works for you, and wo
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Adrian Swinscoe
OCTOBER 6, 2023
This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving the customer experience first appeared on Adrian Swinscoe.
Cyara
OCTOBER 3, 2023
We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.
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.
Cyara
OCTOBER 5, 2023
Cloud migration, omni-channel usage, greater digitization, increased adoption of voice bots and voice biometrics, along with rapid developments in artificial intelligence (AI) are just a few of the ever growing advancements which are reshaping how organizations like yours are interacting with customers.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
BirdEye
OCTOBER 3, 2023
What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? Delete it and pretend it never happened? These kinds of reactions are only natural — no one enjoys receiving negative feedback. However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negati
SAP Customer Experience
OCTOBER 4, 2023
? Calling all tech enthusiasts! ? Join us for the upcoming Labs Talk Community Call where we’ll be diving deep into the world of Generative AI for Customer Experience. Our special guest, Jeffrey Hajewski, SAP CX AI Engineer, will be sharing his insights on LLM Prompt Engineering, Vector Databases, dealing.
SurveySparrow
OCTOBER 1, 2023
Customer service is no longer a mere exchange of goods and services. Now, every interaction is crucial, and every experience you offer counts. Do you remember the last time you received truly exceptional customer service? The kind that made you feel valued, heard, and left a lasting impression? If you do, the fact that you recall it is proof of high-touch customer service!
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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
OCTOBER 2, 2023
For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.
BlueOcean
OCTOBER 4, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role?
ECXO
SEPTEMBER 30, 2023
09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Today and every day, we’re reminded of our incredible impact on those we serve. Our passion fuels our dedication, making every interaction a meaningful one.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.
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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.
IntouchInsight
OCTOBER 5, 2023
Whether you’re hankering for a hoagie, grinder, or hero, subs are popular among sandwich lovers everywhere. And, in Intouch Insight’s recent Flash Points survey of 1465 consumers across North America, 58% of respondents included Subway among their favorite sub shops.
ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.
ECXO
OCTOBER 5, 2023
We Introduce You to a Range of Dynamic Third-Party Courses. In partnership with Clearaction. Explore These Amazing Learning Opportunities for Your Organization. The best training in the world of Customer Experience is now available at ECXO. Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies,
Beyond Philosophy
OCTOBER 5, 2023
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Williams and the company wondered if they should raise prices or add additional fees to cover it. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too.
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.
Experience Investigators by 360Connext
OCTOBER 3, 2023
Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.
AWS Machine Learning
OCTOBER 6, 2023
Large language models (LLMs) are revolutionizing fields like search engines, natural language processing (NLP), healthcare, robotics, and code generation. The applications also extend into retail, where they can enhance customer experiences through dynamic chatbots and AI assistants, and into digital marketing, where they can organize customer feedback and recommend products based on descriptions and purchase behaviors.
ReviewTrackers
OCTOBER 3, 2023
ReviewTrackers integrates with Apple Business Connect, empowering businesses to achieve higher accuracy and consistency of business data on location place cards within Apple Maps.
Alida
OCTOBER 3, 2023
Take your analytics and dashboards to the next level by leveraging benchmarks across products and metrics.
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.
TechSee
OCTOBER 2, 2023
In the world of customer loyalty, service is the currency paid. It’s a fundamental truth backed by decades of research – when mistakes happen, customers expect service providers to step up and help them make the most of their offerings. The rare 30-year customer embodies this loyalty, having been part of the company’s successes and growing pains.
AWS Machine Learning
OCTOBER 2, 2023
Today, we are excited to announce Code Llama foundation models, developed by Meta, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. Code Llama is a state-of-the-art large language model (LLM) capable of generating code and natural language about code from both code and natural language prompts.
Optimove
OCTOBER 5, 2023
As Halloween looms closer, there are some chilling challenges lurking that can send shivers down the spines of marketers — but fear not – there are solutions as well. Below are six of these “horrors.” Many were uncovered in our 2023 Marketer’s survey that are below. Respondents included 221 executives at companies, and included CEOs, CMOs, and SVPs of marketing.
Call Experts
OCTOBER 5, 2023
Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships.
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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.
The DiJulius Group
OCTOBER 2, 2023
By John DiJulius and Dave Murray “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company success as a personal crusade.” – Stan Slap When entrepreneurs start a company, they. Read Full Article The post How To Identify Talent: 7 Key Traits That Set Emerging Leaders Apart appeared first on The DiJulius Group.
AWS Machine Learning
OCTOBER 6, 2023
As we delve deeper into the digital era, the development of multimodality models has been critical in enhancing machine understanding. These models process and generate content across various data forms, like text and images. A key feature of these models is their image-to-text capabilities, which have shown remarkable proficiency in tasks such as image captioning and visual question answering.
NobelBiz
OCTOBER 2, 2023
In the domain of contact centers, the paramount focus lies in ensuring streamlined and effective communication with clients. Integrated ticketing systems serve as the backbone for achieving this feat. When approached from a contact center perspective, these systems not only manage and monitor customer inquiries but also harmonize the operational flow, thereby optimizing customer experience.
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