This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a Premium subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: Become a Customer Anthropologist Flip the Organizational Chart Embrace Productive Failure Cross-pollinate with Unlikely Partners Implement Micro-Experiments Ready?
Uplevel Your CX by Overcoming Unsafety and Mistrust In recent years, people have been feeling more and more unsafe and less trusting of others. This can be looked at from different angles, each giving us a different understanding of why this is happening and what it means. From a sociological point of view, the breakdown of traditional social structures and the rise of global connections have made people feel more at risk.
Search Engine Optimization (SEO) is often seen as a tool primarily for improving website visibility and driving traffic. However, its benefits extend beyond search engine rankings. When implemented effectively, SEO can significantly enhance the customer experience (CX). Here’s how: 1. Faster Page Load Times One of the critical factors in SEO is page speed.
In today’s digital age, local business listings have become a cornerstone for brands looking to attract customers locally. These listings are essential for boosting your online presence and ensuring potential customers can easily find you. But what exactly are local business listings, and how can brands leverage them as part of their acquisition strategy?
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.
If your business were a superhero, a CRM and CSP would be its cape and mask—a powerful combo that helps you leap over obstacles, fight for customer success, and soar to new heights. In today’s customer-centric world, relying on a single customer management tool is like Batman gearing up for action without the Batmobile to get him there. Enter the super-duo of customer management systems: Customer Relationship Management (CRM) and Customer Success Platform (CSP).
Customer loyalty forms the backbone of any retail business. This means repetitive business, good word-of-mouth, and long-term profitability. We’ll discuss increasing customer loyalty in retail by sharing some actionable insight on how retailers can get closer to customers and have them return for more. Understanding retail customer loyalty Customer loyalty in retail does not simply mean having regular customers but developing relationships with these individuals to ensure they feel val
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer loyalty forms the backbone of any retail business. This means repetitive business, good word-of-mouth, and long-term profitability. We’ll discuss increasing customer loyalty in retail by sharing some actionable insight on how retailers can get closer to customers and have them return for more. Understanding retail customer loyalty Customer loyalty in retail does not simply mean having regular customers but developing relationships with these individuals to ensure they feel val
How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization’s unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.
Organizations spend a lot of resources, effort, and money on running their customer care operations to answer customer questions and provide solutions. Your customers may ask questions through various channels, such as email, chat, or phone, and deploying a workforce to answer those queries can be resource intensive, time-consuming, and unproductive if the answers to those questions are repetitive.
Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? I know I would and so do 86% of customers for a better customer experience. This is why new companies like DoorDash and Grubhub have grown so much over the past few years in the US. This is because these apps allow users to shop and get deliveries in the comfort of their own homes, so no need to put on nice clothes, drive through congested roads, and wait in line to get a simple
Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Free will is not just a philosophical musing but a practical tool that can profoundly transform customer experience.
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.
At Intouch, we are committed to continuously improving our platform to meet the evolving needs of our clients. This month, we’re excited to introduce several updates to enhance the IntouchSurvey ® experience. Our latest improvements include an upgraded Smiley Face Rating system and new Skip Logic features based on Location and Location Tags, offering more flexibility in survey customization.
With the advent of generative AI solutions , a paradigm shift is underway across industries, driven by organizations embracing foundation models to unlock unprecedented opportunities. Amazon Bedrock has emerged as the preferred choice for numerous customers seeking to innovate and launch generative AI applications, leading to an exponential surge in demand for model inference capabilities.
Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service. In this blog post, we will explore these pain points, discuss best practices, and describe how AI and automation can not only improve call center customer service – they can revolutionize it.
Online reviews are the most essential source of truth for customers to understand your business. Customers read between two to five reviews before making a purchase decision. With Google commanding a massive 79% share of online reviews, it’s crucial to dominate this space. That’s where Google review calculators come in, empowering you to outrank your competitors, reach your target star rating, and attract more customers.
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.
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.
At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. We envision a future where AI seamlessly integrates into our teams’ workflows, automating repetitive tasks, providing intelligent recommendations, and freeing up time for more strategic, high-value interactions. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales oper
The economy of trust is more important than ever. Here’s a story that helps highlight it. In February 2019, the Federal Trade Commission took a major step towards cracking down on fake reviews online. Cure Encapsulations Inc, a company selling weight-loss supplements on the Amazon marketplace, was accused of paying a third-party website to leave fake customer reviews online.
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.
Data is the backbone of effective marketing strategies, especially in the personal finance sector. The ability to collect, unify, and analyze vast amounts of financial data can significantly enhance marketing efforts. Financial data aggregators play a crucial role in this process, and when integrated with AI marketing platforms like Blueshift, they can transform raw data into precise, actionable insights.
Incorporating generative artificial intelligence (AI) into your development lifecycle can offer several benefits. For example, using an AI-based coding companion such as Amazon Q Developer can boost development productivity by up to 30 percent. Additionally, reducing the developer context switching that stems from frequent interactions with many different development tools can also increase developer productivity.
What type of inheritance will you leave your loved ones? Are you just leaving them paper? I love this 1-minute video clip by Tim Tebow on what we leave behind for our loved ones. “Paper ain’t going to change a lot of lives, but purpose is.” –Tim Tebow Why Customer Experience is Still. Read Full Article The post How Jeff Bezos Proved his Leaders Wrong appeared first on The DiJulius Group.
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.
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. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience.
In today’s world, effective communication is essential for fostering inclusivity and breaking down barriers. However, for individuals who rely on visual communication methods like American Sign Language (ASL), traditional communication tools often fall short. That’s where GenASL comes in. GenASL is a generative artificial intelligence (AI) -powered solution that translates speech or text into expressive ASL avatar animations, bridging the gap between spoken and written language and sign language
In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a hi
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!
The AWS DeepRacer League is the world’s first autonomous racing league, open to everyone and powered by machine learning (ML). AWS DeepRacer brings builders together from around the world, creating a community where you learn ML hands-on through friendly autonomous racing competitions. As we celebrate the achievements of over 560,000 participants from more than 150 countries who sharpened their skills through the AWS DeepRacer League over the last 6 years, we also prepare to close this chapter w
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: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. I get it. It runs against the conventional wisdom.
We organize all of the trending information in your field so you don't have to. Join 97,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
59 
Let's personalize your content