DCX

AUGUST 27, 2024

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?

Strategy 59

Strategy Innovation Industry Hospitality 59

ECXO

AUGUST 26, 2024

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.

Social Media 156

Social Media Government Connections System 156

CSM Magazine

AUGUST 26, 2024

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.

Customer Experience 52

Customer Experience Case Study Customers Strategy 52

InMoment XI

AUGUST 26, 2024

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?

Effort Score 195

Effort Score Software Customers Brands 195

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Gainsight

AUGUST 26, 2024

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).

CRM 52

CRM Customer Success Company Customer Relationship Management 52

Experience Investigators by 360Connext

AUGUST 27, 2024

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.

Customer Experience Professionals 190

Customer Experience Professionals Innovation Resources Communication 190

AWS Machine Learning

AUGUST 28, 2024

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.

Customer Experience 82

Customer Experience Self Service Knowledge Base Groups 82

SurveySensum

AUGUST 28, 2024

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

Company 52

Company Customer Experience Effort Score Customer Centricity 52

eglobalis

AUGUST 28, 2024

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.

Customer Experience 248

Customer Experience Exercises Customer Service Representative Culture 248

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

IntouchInsight

AUGUST 30, 2024

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.

Survey 156

Survey System Meeting Feedback 156

TechSee

AUGUST 26, 2024

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.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

AWS Machine Learning

AUGUST 27, 2024

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.

Policies 141

Policies System Data Examples 141

BirdEye

AUGUST 28, 2024

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.

Multi-Channel 110

Multi-Channel Industry Strategy Meeting 110

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Adrian Swinscoe

AUGUST 30, 2024

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.

Customer Expectations 105

Customer Expectations Customers Customer Experience Brands 105

The DiJulius Group

AUGUST 26, 2024

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.

Video 93

Video Groups Customer Experience Measurement 93

AWS Machine Learning

AUGUST 29, 2024

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

Training 123

Training Course Innovation Management 123

BirdEye

AUGUST 27, 2024

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.

Social Media 105

Social Media Feedback Ecommerce Guidelines 105

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Beyond Philosophy

AUGUST 30, 2024

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

Effort Score 78

Effort Score Employee Engagement Leadership Tips 78

ShepHyken

AUGUST 25, 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. How Employee Experience Connects with Customer Experience by Francesca Di Meglio (HR Exchange Network) Positive employee experience begets customer experience.

Self Service 85

Self Service Customer Service Chatbots Customer Centricity 85

AWS Machine Learning

AUGUST 28, 2024

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.

Connections 124

Connections Data Groups How To 124

Brandwatch CX

AUGUST 27, 2024

Craft a winning social media content plan that boosts engagement, enhances brand visibility, and aligns with your marketing goals.

Social Media 105

Social Media Brands Engagement Marketing 105

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Beyond Philosophy

AUGUST 29, 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: 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.

Hotels 78

Hotels Conference Telecommunications Policies 78

Thematic

AUGUST 29, 2024

Listening to your customers is now more important than ever. According to a recent McKinsey report , improving customer care is the fastest-growing priority for customer care leaders. And Voice of Customer (VoC) programs are among the most effective tools in the box. Voice of Customer (VoC) is all about tuning into what your customers really think. It’s a way for businesses to collect, analyze, and act on customer feedback to improve products, services, and the overall customer experience

Voice of Customer 62

Voice of Customer Social Media Analysis Feedback 62

AWS Machine Learning

AUGUST 26, 2024

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

Sales 125

Sales Multi-Channel Metrics Feedback 125

Brandwatch CX

AUGUST 30, 2024

Explore the latest trends, tools, and techniques in social media sentiment analysis to understand and improve public perception of your brand in 2024

Social Media 95

Social Media Analysis Trends Tools 95

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

BirdEye

AUGUST 29, 2024

Aligning with your audience’s social media habits is vital for your business’s success, highlighting the importance of being strategically present where your customers are most active. This is corroborated by our survey, which revealed a social media statistic that approximately 81% of multi-location businesses manage their social media at the corporate level.

Social Media 59

Social Media How To Multi-Channel Tools 59

Clarivate

AUGUST 28, 2024

A glimpse at patient flows on and off of JANUVIA® in France shows just how rapidly generic uptake can overtake a branded drug after loss of exclusivity. Fig. 1: Patient flows for Januvia versus generic sitagliptine, post-LOE, in France Source: Clarivate Patient Data Intelligence Merck/MSD’s DPP-IV inhibitor JANUVIA (sitagliptin) lost exclusivity for type 2 diabetes in Europe at the end of 2021.

Data 59

Data Marketing Tools Interaction 59

AWS Machine Learning

AUGUST 26, 2024

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

Video 121

Video Resources Communication Metrics 121