Zeisler Consulting

JULY 23, 2024

Customer Experience is a very important part of advancing your brand. In fact, as I like to say, CX is the delivery of your brand. When you think about your Brand Promise, your Marketing team spends a lot of time and energy developing and designing it. It turns to the CX function in your organization to deliver on that promise. That takes an awful lot of investigation into your Customers’ insights, identifying the gaps between what you’re telling the world you’re all about and what your Custom

Touchpoint 72

Touchpoint Travel Brands System 72

IntouchInsight

JULY 23, 2024

The future of online shopping looks incredibly promising, with e-commerce spending projected to reach $1.2 trillion in 2024. To understand how shopping habits are evolving, we surveyed over 1,500 customers across North America. Our Retail Technology Consumer Perception Survey explores differences in shopping habits by age, the rise of chatbots, the impact of personalized advertising, and advancements in retail AI technology.

Trends 156

Trends Chatbots Advertising Retail 156

InMoment XI

JULY 23, 2024

As digital transactions become more prevalent, the ecommerce customer experience is critical for its success. Brands that prioritize this aspect of business often find themselves leading the market, while those that neglect it struggle to compete in a crowded landscape. This post is all about exploring what ecommerce customer experience is, why it is important, and how you can enhance it to boost your business.

Ecommerce 260

Ecommerce Measurement Customer Journeys Customer Experience 260

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer. One style that’s gaining popularity is the servant leader.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

Retail

InMoment XI

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. That’s where customer experience services (CX services) come in. This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. What Are Customer Experience Services?

Technology 260

Technology Customer Experience ROI Consulting 260

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships. This article aims to explore the true impact of these elements on B2B growth, debunking the notion that they are secondary to success.

B2B 193

B2B Customer Experience e-support Self Service 193

Strativity

JULY 24, 2024

The post What Does Google’s Cookie Reversal Mean for Advertisers, Users and the Future of Digital Experiences? appeared first on Material.

Advertising 52

Advertising 52

Happy or Not

JULY 22, 2024

Any restaurant business facing competition must have a strategy to ensure customer loyalty and achieve long-term success. Loyal customers mean ever-flowing streams of cash and may represent your brand by word-of-mouth, drawing in new customers. Here are practical ways to increase customer loyalty in restaurants, incorporating feedback and insights. Understand customer feedback Customer feedback is one of the best ways to increase customer loyalty in the food services industry.

Loyalty 36

Loyalty Social Media How To Loyalty Programs 36

InMoment XI

JULY 25, 2024

The contact center experience can make or break your customer’s overall experience with your organization. Specifically, negative experiences can cause customers to churn, while positive experiences can restore customer satisfaction trust, and improve your brand equity. What Is a Contact Center Experience? Where a customer experience is defined as how customers feel about their collective experiences and interactions with a company, the contact center experience encompasses how customers f

Contact Center 260

Contact Center Contact Center Software Self Service Analytics 260

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

IntouchInsight

JULY 24, 2024

As we move through July, we're excited to announce three new features in Intouch Intelligence (IQ) that enhance usability and provide deeper insights. This month's updates include an enhancement to saved filters, the addition of a legend on the Question Summary Dashboard, and a new metric for reporting on case resolution times.

Metrics 156

Metrics Report 156

C3Centricity

JULY 23, 2024

All CEOs face many challenges, perhaps those of small and mid-sized companies more so than others. However, the current data-rich environment offers an enormous untapped potential for SMEs. Let me explain. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior u

Data 156

Data Customer Centricity Analysis Study 156

Bill Quiseng

JULY 24, 2024

In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.

Hotels 158

Hotels Hospitality Leadership Customer Care 158

InMoment XI

JULY 26, 2024

Brand reputation has become increasingly important in the digital age, one bad review or negative comment can spread like wildfire, potentially tarnishing your brand’s image. That’s where reputation management services come into play. In this blog, we’ll explore what reputation management services are, why they are crucial for your business, and the key features to look for when choosing an online reputation management service provider.

Brands 260

Brands Management Social Media Competitive Advantage 260

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

Management

AWS Machine Learning

JULY 24, 2024

Large language models (LLMs) have achieved remarkable success in various natural language processing (NLP) tasks, but they may not always generalize well to specific domains or tasks. You may need to customize an LLM to adapt to your unique use case, improving its performance on your specific dataset or task. You can customize the model using prompt engineering, Retrieval Augmented Generation (RAG), or fine-tuning.

Training 111

Training Metrics Data Comparison 111

Doing CX Right

JULY 24, 2024

Discover strategies for effective self-advocacy, mentorship, and career progression, especially for women leaders and minorities The post Women Leaders in Male-Dominated Fields: Success Stories and Strategies appeared first on Doing CX Right.

Strategy 104

Strategy Company Culture Leadership 104

Beyond Philosophy

JULY 26, 2024

Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life customer might react to a given situation.

Customer Experience 88

Customer Experience Advertising Groups Customers 88

InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? In our hyper-connected world, tech outages and cybersecurity incidents have become an unfortunate reality. The recent global outage affecting major service providers like Microsoft and CrowdStrike has highlighted the need for businesses to be prepared.

Banking 260

Banking Feedback Social Media Call Center 260

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Upstream Works

JULY 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways Contact Center AI Improves Operational Efficiency appeared first on Upstream Works.

Contact Center 88

Contact Center 88

AWS Machine Learning

JULY 25, 2024

Implementing hardware resiliency in your training infrastructure is crucial to mitigating risks and enabling uninterrupted model training. By implementing features such as proactive health monitoring and automated recovery mechanisms, organizations can create a fault-tolerant environment capable of handling hardware failures or other issues without compromising the integrity of the training process.

Policies 95

Policies Metrics Training Groups 95

Beyond Philosophy

JULY 25, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: So, you know that friction in a Customer Experience is bad. But have you also considered what friction means to an Employee Experience? I’ll give you a hint: it’s also bad. Christophe Martel , founder and CEO of FOUNT , an organization that eliminates workplace friction, does think about it, and we had him as a guest on our podcast.

How To 78

How To Culture Effort Score System 78

Joe Rawlinson

JULY 22, 2024

In today’s competitive business landscape, fostering a positive work environment isn’t just about salaries and perks—it’s about showing genuine appreciation for your employees’ hard work. One effective way to do this is through thoughtful, customized merchandise that not only acknowledges their contributions but also motivates them for continued success.

Apparel 78

Apparel Return on Investment Sports Culture 78

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.

Sales

Integrity Solutions

JULY 24, 2024

In an increasingly complex and competitive business world, small businesses often face unique challenges that can hinder their growth and success. One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. Small business sales training is not just about learning how to sell more products or services; it’s about transforming the mindset of your sales team, enhancing the value they

Training 87

Training Sales Roadmap Culture 87

AWS Machine Learning

JULY 23, 2024

In today’s digital landscape, the protection of personally identifiable information (PII) is not just a regulatory requirement, but a cornerstone of consumer trust and business integrity. Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data.

Data 93

Data Policies Groups Chatbots 93

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

Customer Service 82

Customer Service ROI Return on Investment Customer Journeys 82

The DiJulius Group

JULY 22, 2024

Learn how to attract top talent by using an interview process like the one we describe here. *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Stop trying to find great employees; instead, focus on becoming the type of business great. Read Full Article The post How to Attract Top Talent – How One Company Attracts the Top 1% appeared first on The DiJulius Group.

Company 86

Company How To Employee Experience Groups 86

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Zonka Feedback

JULY 25, 2024

Explore how to use NPS customer segmentation to understand your customers better. Gather effective insights from your NPS survey and enhance customer experience.

NPS 85

NPS Data Survey Customers 85

AWS Machine Learning

JULY 25, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

Policies 87

Policies Groups Connections Data 87

Optimove

JULY 26, 2024

The post Learn How Optimove Empowers Betway Group to Boost Retention Marketing, Real-Time Interactions, and Customer Engagement appeared first on Optimove.

Groups 76

Groups Interaction Customer Engagement Engagement 76