MyCustomer

JUNE 5, 2023

In his latest article on customer loyalty, John Aves of CP2 Experience outlines the bad behaviours that businesses must avoid if they want to attract and retain loyal customers.

Loyalty 102

Loyalty Customers Customer Experience 102

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. A simple tool your business can begin using quickly and easily to help combat this issue and gain a competitive edge is live chat. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat.

Customer Experience 96

Customer Experience Competitive Advantage Chatbots CRM 96

Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Middlesex Consulting

JUNE 5, 2023

Every business has customers who buy, use, or resell the products they purchase from you. These people all have a say in whether their company will continue to buy products from you. Also, they expect how your products and your team should interact with their teams. Therefore, to grow, customer experience improvement should be integrated […] The post Customer Experience Should Be Part of Your Continuous Improvement Efforts appeared first on Middlesex Consulting.

Customer Experience 78

Customer Experience Consulting Customers Interaction 78

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.

Roadmap

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Airlines 52

ShepHyken

JUNE 5, 2023

Top Takeaways: Spending time with your customers is a great opportunity to understand their challenges, share best practices, and learn from them. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth. In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate.

Employee Experience 97

Employee Experience Net Promoter Score NPS Retail 97

Blake Morgan

JUNE 7, 2023

Between cancellations, inflation, and the lingering impact of the pandemic, it’s been a rough year for the airline industry. Unsurprisingly, customer satisfaction plummeted by 8% at the end of 2022, when cancellations ran rampant. However, the industry overall had a positive year, increasing 1% over 2021 for a score of 76. The airline industry has faced a rocky road in the last few years.

Airlines 59

Airlines Customer Experience Data Effort Score 59

SAP Customer Experience

JUNE 5, 2023

Dear SAP Community! I’m back writing about some SAP CX Product Learning news! Did you know that we offer 14 different training courses and more than 20 elearnings? What if I tell you we offer currently about 25 live session where you can interact with an expert trainer? Other learning.

CRM 69

CRM Customer Experience Course Training 69

Kustomer

JUNE 7, 2023

What Is Customer Experience? Customer experience is inclusive of any aspect of a business that affects how a customer feels. Customer experience prioritizes the relationship with the customer, regardless of length of interaction, or past or prospective purchases. Think about the last really good or really bad experience you had when interacting with a brand.

Trends 59

Trends Self Service Customer Experience e-support 59

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement. alphabroder, an industry leader in the promotional products space, provides apparel and additional goods to promotional product distributors, athletic team dealers, and screen printers and employs thousands of associates throughout multiple fa

Apparel 372

Apparel Employee Engagement Employee Experience NPS 372

ECXO

JUNE 7, 2023

We are thrilled to announce and extend our invitation to you for an exciting and informative discussion: “Creating Engaging Experiences in Real-time,” presented by the ECXO in collaboration with SAS. We have assembled a remarkable panel of experts, including Robert Neuwirth, Dr. Jörg Reinnarth, Michael Obermaier, and facilitated by Nicolette Wuring.

Customer Experience 240

Customer Experience Engagement Chief Customer Officer CRM 240

Experience Investigators by 360Connext

JUNE 6, 2023

❔"I find myself in operations, and I keep helping other departments with their CX. I'm looking to join another company where their CX strategy isn't that solid yet, and I want to place myself in a position to run that for them. I've learned a lot, and I know I can learn a lot more. What's the bes.

Leadership 143

Leadership Strategy Company 143

Comm100

JUNE 6, 2023

There is no doubt that higher education is facing a mental health crisis. A recent survey found that 50% of college students identified their mental health struggles as their top stressor in 2023. On top of this, 71% said they struggled with issues such as stress, anxiety and depression. The Department of Education has certainly recognized the gravity of the situation.

How To 130

How To Resources Training Wait Times 130

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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.

Self Service

AWS Machine Learning

JUNE 9, 2023

ONNX ( Open Neural Network Exchange ) is an open-source standard for representing deep learning models widely supported by many providers. ONNX provides tools for optimizing and quantizing models to reduce the memory and compute needed to run machine learning (ML) models. One of the biggest benefits of ONNX is that it provides a standardized format for representing and exchanging ML models between different frameworks and tools.

Data 122

Data Exercises Tools Examples 122

dscout People Nerds

JUNE 8, 2023

New tools like ChatGPT will inevitably have an impact on user research. But what that will look like is up for debate.

Tools 116

Tools 116

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape.

Industry 114

Industry Customer Experience Analytics Training 114

MyCustomer

JUNE 8, 2023

Evelyn Hamilton discusses the ways in which customer data can streamline the customer experience of travellers, and in doing so, enhance customer loyalty.

Travel 111

Travel Loyalty Customers Data 111

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Case Study

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Today my son, Matthew, who is in Minneapolis for 4 days with his family, wanted to go to Wally’s in Bloomington, Minnesota. This is one of his two favorite restaurants in the Twin Cities where I live.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

The DiJulius Group

JUNE 5, 2023

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

Hotels 105

Hotels Airlines Groups Connections 105

AWS Machine Learning

JUNE 9, 2023

We are excited to announce the open-source release of GraphStorm 0.1, a low-code enterprise graph machine learning (ML) framework to build, train, and deploy graph ML solutions on complex enterprise-scale graphs in days instead of months. With GraphStorm, you can build solutions that directly take into account the structure of relationships or interactions between billions of entities, which are inherently embedded in most real-world data, including fraud detection scenarios, recommendations, co

Training 104

Training Study Metrics Data 104

Perkville

JUNE 9, 2023

Perkville's loyalty and referral platform integrates with Mariana Tek's mobile app via its 5th tab feature.

Loyalty 98

Loyalty 98

Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader

Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.

Trends

BirdEye

JUNE 8, 2023

Do you want to be found by local customers, optimize your local marketing campaigns, and improve your reputation within your l community? If the answer is yes, you should focus on local search engine optimization, or local SEO. Investing in local SEO can be highly beneficial for businesses looking to grow rapidly. But more often than not, businesses don’t have any way of knowing whether their efforts have any impact.

Tools 98

Tools Effort Score Report Metrics 98

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. Finance understands this intuitively, so they are inclined to support budget requests that will help teams close more deals. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

AWS Machine Learning

JUNE 7, 2023

This blog post is co-written with Dr. Ebtesam Almazrouei, Executive Director–Acting Chief AI Researcher of the AI-Cross Center Unit and Project Lead for LLM Projects at TII. United Arab Emirate’s (UAE) Technology Innovation Institute (TII) , the applied research pillar of Abu Dhabi’s Advanced Technology Research Council , has launched Falcon LLM, a foundational large language model (LLM) with 40 billion parameters.

Training 101

Training Innovation Technology Multi-Channel 101

CSM Magazine

JUNE 7, 2023

By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience. Omnichannel Customer Service. What does it mean?

Omni-Channel 98

Omni-Channel Customer Service Social Media Banking 98

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Report

MiaRec

JUNE 7, 2023

Artificial Intelligence (AI) is transforming how organizations utilize data. How can your contact centers adopt AI solutions to improve business workflows, boost revenue, and more?

Contact Center 98

Contact Center Data Analytics 98

AirVote

JUNE 5, 2023

What you get when you integrate your AirVote with ServiceCore AirVote’s green QR smiley will become the serial number barcode of the unit. Every time your driver scans it with the ServiceCore mobile app, ServiceCore will find that unit to set the unit’s location or log service jobs. All real-time responses from the users will include the asset information from your ServiceCore system (customer, rental, location, last service job).

System 98

System How To Software Examples 98

AWS Machine Learning

JUNE 7, 2023

Amazon Lex is excited to announce Test Workbench, a new bot testing solution that provides tools to simplify and automate the bot testing process. During bot development, testing is the phase where developers check whether a bot meets the specific requirements, needs and expectations by identifying errors, defects, or bugs in the system before scaling.

Chatbots 101

Chatbots Multi-Channel Metrics Measurement 101