Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 195

Analytics Feedback Net Promoter Score Analysis 195

Alida

JANUARY 25, 2024

Community is a feedback collection method built on trust. There are four reasons you might consider building one: deeper access, stronger engagement, faster time to insights, and centralized customer experience.

Trends 130

Trends Feedback Engagement Customer Experience 130

Helpware

JANUARY 25, 2024

Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.

Analysis 61

Analysis Customer Experience Customer Expectations Customers 61

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

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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

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Nevertheless, I get a lot of inquiries from clients about the surveying process and techniques.

Survey 93

Survey Meeting Video Feedback 93

MyCustomer

JANUARY 24, 2024

Why is Disneyland the most magical place on earth? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney's "desire paths" and how this method can be adopted to enhance the customer journey and experience.

Customer Journeys 100

Customer Journeys Course Customers Customer Experience 100

InMoment XI

JANUARY 22, 2024

The financial sector is at the forefront of a significant transformation, driven largely by the buzzword of the decade: artificial intelligence. This somewhat novel tech isn’t just a tool, but a revolution of sorts. CX will be forever changed in the world of retail banking in the coming years by the unstoppable wake of AI. Our take: most industries are already there in large part.

Banking 195

Banking Financial Social Media Chatbots 195

Blake Morgan

JANUARY 23, 2024

                                        In a saturated market, customer experience transcends price and product; it’s the ultimate differentiator. Across the globe, brands are constantly innovating and refining their CX strategies to meet the evolving expectations of their customers. Europe, with its diverse markets and cultural nuances, presents both challenges and opportunities for customer experience (CX) practitioners.

Trends 64

Trends Customer Experience Culture Customer Centricity 64

Totango

JANUARY 22, 2024

This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table.

Customer Success 97

Customer Success Consulting Customers Leadership 97

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

JANUARY 26, 2024

At Intouch Insight, we’re constantly working on releasing new features to help you reach the top of your game. We are starting the new year with an enhancement to custom dashboards across the Intouch Insight Platform.

Customers 156

Customers 156

InMoment XI

JANUARY 25, 2024

When it comes to creating your customer experience strategy, and deciding which partner to execute that strategy with, it is always important to look at third-party research. That is where InMoment believes that evaluative Analyst reports like the Gartner® Magic Quadrant can come in. What is the Gartner Magic Quadrant? Gartner defines this report as: “A Gartner Magic Quadrant is a culmination of research in a specific market, giving you a wide-angle view of the relative positions of the market’s

Strategy 195

Strategy Roadmap Innovation Technology 195

BlueOcean

JANUARY 23, 2024

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

Experience Investigators by 360Connext

JANUARY 23, 2024

Unlock the secrets to a customer experience that’s both innovative and effortless. On this episode of Experience Action, Jeannie Walters peels back the layers on how to introduce new features and services without overwhelming your customers. Discover how customer-centric design and clear communication can make all the difference, as she offers up actionable strategies rooted in understanding customer pain points and the art of incremental changes.

Innovation 143

Innovation Customer Centricity Customer Satisfaction Customer Journeys 143

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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

AWS Machine Learning

JANUARY 24, 2024

Generative AI solutions have the potential to transform businesses by boosting productivity and improving customer experiences, and using large language models (LLMs) with these solutions has become increasingly popular. Building proofs of concept is relatively straightforward because cutting-edge foundation models are available from specialized providers through a simple API call.

Advertising 140

Advertising Data Technology Travel 140

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. While the impact of Local Guides on brand reputation management strategy is largely dependent on the quality and quantity of the contributions from the Guides, businesses can respond to these contributions and leverage the program to enhance their onli

Management 195

Management Strategy Video Feedback 195

BirdEye

JANUARY 25, 2024

Reviews are the modern-day word of mouth. They build trust and help businesses understand what they’re doing right and where there’s room for improvement. Reviews can also be repurposed for various channels and become one of your best marketing tools. But constantly compiling positive excerpts and turning them into tailored social media posts is hugely labor intensive.

Social Media 110

Social Media Brands How To Multi-Channel 110

Experience Investigators by 360Connext

JANUARY 23, 2024

It feels like the world is changing at lightning speed. Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let’s discuss common missteps, mistakes, and general mayhem to avoid! Former CX “Trends” to Leave Behind 1.

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

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

AWS Machine Learning

JANUARY 25, 2024

Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.

Multi-Channel 135

Multi-Channel Resources Software Examples 135

InMoment XI

JANUARY 20, 2024

Artificial Intelligence (AI) was no more than a vague, abstract concept for the vast majority of people until recently. Today, AI has gone mainstream, infiltrating both our personal and professional lives AI is still in its infancy, but already, it’s transforming the way businesses across all sectors engage with their customers. Retail is one industry that’s experiencing major disruption.

Retail 195

Retail Customer Experience Social Media Chatbots 195

BirdEye

JANUARY 24, 2024

As of January 2024, Google has introduced a revamped process for reinstating suspended Google Business Profiles (GBPs). These changes, first observed in the EU and now in the US, aim to streamline the process and enhance transparency. This guide provides a comprehensive understanding of these changes and practical tips for successful reinstatement of GBPs.

Guidelines 109

Guidelines Policies Tips Social Media 109

Beyond Philosophy

JANUARY 26, 2024

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

Customer Insights 88

Customer Insights Survey Customers Consumers 88

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

AWS Machine Learning

JANUARY 22, 2024

Amazon Textract is a machine learning (ML) service that enables automatic extraction of text, handwriting, and data from scanned documents, surpassing traditional optical character recognition (OCR). It can identify, understand, and extract data from tables and forms with remarkable accuracy. Presently, several companies rely on manual extraction methods or basic OCR software, which is tedious and time-consuming, and requires manual configuration that needs updating when the form changes.

Travel 123

Travel Resources Sports Hotels 123

ShepHyken

JANUARY 22, 2024

Top Takeaways: Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a critical role in analyzing and improving customer service. AI can offer companies access to valuable insights into customer behavior and preferences, adding value to the customer journey. Organizations need to know what data and information they should be measuring and tailor it to the processes that make sense to their business.

Customer Service 87

Customer Service Measurement Industry Customers 87

Joe Rawlinson

JANUARY 22, 2024

Building local brand awareness is just as important as creating a strong online identity. It enables you to attract nearby customers to your business and build a strong reputation for being credible and trustworthy. Local brand awareness is particularly important for smaller businesses that are trying to grow in their chosen industries. However, it’s something that every brand can benefit from and should think about.

Brands 78

Brands How To Sports Social Media 78

Cyara

JANUARY 26, 2024

The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.

Training 76

Training Omni-Channel Retail Consumers 76

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

Brandwatch CX

JANUARY 22, 2024

Master community management with our ultimate guide. Build a strategy, humanize your brand, and create lasting relationships.

Management 98

Management Strategy Brands 98

Playvox

JANUARY 25, 2024

Warren Buffet said “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? Are you taking the right steps to evolve toward workforce engagement management?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Optimove

JANUARY 24, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Customer Journey Orchestration is a game changer for marketers. It differs from traditional campaigns and it’s crucial for creating personalized experiences that boost engagement, sales, marketing attribution and customer loyalty. Key takeaways: Customer Journey Orchestration is a game-changing strategy reshaping the marketing landscape.

Customer Journeys 72

Customer Journeys Multi-Channel Marketing Touchpoint 72