Zonka Feedback
OCTOBER 12, 2022
One of the most important things a company can do is meet customer expectations. Businesses can lose money and face brand image issues if they don't take steps to ensure customer satisfaction. Meeting and exceeding customer expectations can be challenging, but making an effort in this direction will lead to better results down the road.
InMoment XI
OCTOBER 10, 2022
All types of businesses leverage customer surveys , and they’re as important for small, growing businesses as they are for established corporations. When you’re creating a customer survey, whether it’s for the first time, or something you do each year, it’s helpful to understand what to expect. What is a good survey response rate? What are best practices for customer surveys?
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Alida
OCTOBER 13, 2022
Customer lifetime value (CLV) is not a new concept. It’s the total revenue from a customer over the entire duration of their relationship with your business , from first to final purchase.
Customer Experience Update Submitted Articles
OCTOBER 12, 2022
Visualize, monitor, and manage your journeys with a customized metric designed around your needs, your organization, and your customers.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Comm100
OCTOBER 10, 2022
The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Team Support
OCTOBER 12, 2022
Most businesses maintain some sort of customer self-service tools, whether it’s a chatbot or guide bot framework or a collection of knowledge base articles. Chances are your business maintains some sort of a self-service option, but does your business do a good job of promoting that to your customers? Self-service provides customers the opportunity to solve a question on their own without directly involving your customer support team or help desk ticketing software.
Solvvy
OCTOBER 12, 2022
Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human. Artificial intelligence (AI) can enhance the types of experiences chatbots can deliver.
Forrester's Customer Insights
OCTOBER 12, 2022
We’ve all been there — we’re on our favorite website trying to buy the latest gadget, reserve concert tickets, or claim an advertised reward. We may be in a rush, we may be excited to snag the item we’re looking for, and we fill in our information and click along to complete the transaction. Just […].
InMoment XI
OCTOBER 12, 2022
With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. Research shows that it takes about 12 positive experiences to make up for one unresolved negative experience. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in!
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Comm100
OCTOBER 9, 2022
As consumer shift from the traditional customer service channels of phone and email towards newer digital channels, organizations are finding that they need to be available in more places, all at once. Live chat, social media, and SMS have all become popular customer service channels, and organizations need to keep up or be left behind. Omnichannel customer service platforms are making this transition easy, as they connect every digital channel together in one place.
IntouchInsight
OCTOBER 12, 2022
Happy Halloween and happy new features! This month we are happy to announce that we have launched several new features across the Intouch Insight Platform, IntouchCheck™, and IntouchSurvey™.
BlueOcean
OCTOBER 10, 2022
The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.
InMoment XI
OCTOBER 12, 2022
A lot of folks believe that voice of customer (VoC) programs and market research mean the same thing—but they’re actually quite different! In fact, each discipline differs in purpose, design, analysis and outcomes. However, even though they’re different, it’s important to point out that one isn’t necessarily better than the other—and brands need both if they want their customer experience (CX) programs to reach their potential.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Comm100
OCTOBER 13, 2022
The state of higher education is changing, and the way that admissions teams work to increase university enrollment must change as well. While digital recruitment strategies have levelled the field for some institutions, others may find it challenging adapting to the new landscape. To increase university enrollment, higher education institutions now need digital strategies to reach students where they are and how they want to connect.
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
BlueOcean
OCTOBER 10, 2022
How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world.
Brandwatch CX
OCTOBER 12, 2022
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
CSM Magazine
OCTOBER 13, 2022
“I think recognition and applause are needed when we encounter awesome service” – John Tschohl . I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. He had a package from Switzerland that had arrived Monday at my former office.
AWS Machine Learning
OCTOBER 11, 2022
Enterprises often deal with large volumes of IT service requests. Traditionally, the burden is put on the requester to choose the correct category for every issue. A manual error or misclassification of a ticket usually means a delay in resolving the IT service request. This can result in reduced productivity, a decrease in customer satisfaction, an impact to service level agreements (SLAs), and broader operational impacts.
One Millimeter Mindset
OCTOBER 12, 2022
Your actions, assumptions, and perspective impact making ideas actionable and understandable. Are you one of “those” team members who is always throwing new ideas out on the table, like a jump ball? And are team members “jumping” at the chance to play around with your ideas? Or do your ideas fall with a loud “thud” on the table, without being bounced around at all?
BirdEye
OCTOBER 14, 2022
According to research from Fera.ai, 93% of consumers say they read product reviews before moving forward with a purchase. Another 78% reported being happy or satisfied with their purchase because they took the time to read reviews. So, what does this mean for you? If your business isn’t posting product(s) on product review websites, you’ll lose out on more customers — and therefore, more revenue.
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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.
Adrian Swinscoe
OCTOBER 10, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. The mental well-being of your employees […]. The post Contact centres: How to look after your employee’s mental health first appeared on Adrian Swinscoe.
AWS Machine Learning
OCTOBER 14, 2022
This post was co-written with Tobias Wenzel, Software Engineering Manager for the Intuit Machine Learning Platform. We all appreciate the importance of a high-quality and reliable machine learning (ML) model when using autonomous driving or interacting with Alexa, for examples. ML models also play an important role in less obvious ways—they’re used by business applications, healthcare, financial institutions, amazon.com, TurboTax, and more.
Zonka Feedback
OCTOBER 10, 2022
Crafting effective customer feedback surveys is an art. To get feedback from your customers, you must think like them and make their feedback experiences smoother than they may be expecting.
kommunicate
OCTOBER 10, 2022
Last Updated on October 10, 2022 Tracking the overall performance of your business involves mapping out the terrain of customer experience. Whether it involves your product or customer support, customer experience and satisfaction are the pillars of sustainability in business. Today, companies use CSAT scores (customer satisfaction scores) to determine how satisfied their customers are [.].
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
BirdEye
OCTOBER 12, 2022
Foursquare is an incredibly useful tool for your business. Since its launch in 2009, Foursquare has become a go-to app for users looking to connect with friends and explore new places. Nearly 2 million businesses have already created Foursquare business listing to join the conversation and connect with customers. So, what are you waiting for? Table of contents What is Foursquare for business?
AWS Machine Learning
OCTOBER 13, 2022
If you have searched for an item to buy on amazon.com, you have used Amazon Search services. At Amazon Search, we’re responsible for the search and discovery experience for our customers worldwide. In the background, we index our worldwide catalog of products, deploy highly scalable AWS fleets, and use advanced machine learning (ML) to match relevant and interesting products to every customer’s query.
Zonka Feedback
OCTOBER 11, 2022
Product Feedback is anything your customers tell about your product based on their experience with your product. It can be a simple comment like “Amazing! It’s super easy to use!” and also be a long testimonial or a long email complaining about a bug or poor interface.
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