Forrester's Customer Insights

APRIL 29, 2024

Read on to explore Forrester's take on the top digital CX and design trends to watch for in 2024.

Trends 36

Trends Customer Experience Customers 36

Heart of the Customer

APRIL 29, 2024

Building Your Customer Experience Dream Team Starting Out As the leader of a customer experience team, you want your team to be the best it can be. But what makes some teams rise above the rest? What can you do to truly unlock your business’s potential? And most importantly: how can you prove your success? […] The post From Vision to Execution: Building Your Customer Experience Dream Team appeared first on Heart of the Customer.

Customer Experience 78

Customer Experience Customers Culture Strategy 78

CX University

APRIL 29, 2024

Delivering exceptional customer experiences (CX) goes far beyond mere transactions. It requires a deep understanding of customer emotions and the ability to connect with them on a personal level. This is where emotional intelligence (EQ) emerges as a critical skill for CX professionals. Emotional intelligence, defined as the ability to recognize, understand, and manage one’s own emotions as well as the emotions of others, is the backbone of successful customer experiences.

Connections 52

Connections Call Center Solutions Call Center Loyalty 52

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Join us on May 15th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. Subscribe here: [link] The European Customer Experience Organization (ECXO) is an Open Access CX professional business network: Become a member here: [link] Want to learn more about CX ROI?

ROI 194

ROI Customer Journeys Innovation Training 194

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

CSM Magazine

APRIL 29, 2024

Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds. Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.

Customer Experience 52

Customer Experience Study Customers Meeting 52

Forrester's Customer Insights

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Healthcare 32

Healthcare Customer Experience Retail Consumers 32

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Zeisler Consulting

APRIL 30, 2024

I recently had to return a pair of shoes I’d purchased online. I realized immediately when I tried them on just after they were delivered that the size was wrong. Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the exact same box (that we wisely chose not to let the dog get hold of) in which came the original order and all I had to do was swing past any FedEx office to get it back on its way.

Communication 93

Communication Course Resources System 93

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Contact Center Virtual Agent Chatbots 104

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

ECXO

APRIL 29, 2024

posts header on ECXO The Eternal Search for the Silver Bullet in CX Let’s embark on a journey, a quest if you may, in the eternal search for the silver bullet in CX to solve all problems at once. It’s a fascinating tale of desire, aspiration, and constant innovation. So, grab a cup of your favorite beverage and get comfortable as we embark on this exploration!

Chatbots 285

Chatbots Technology Innovation Interaction 285

InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. At the heart of their success lies a robust customer experience (CX) programme, meticulously designed to elevate every touchpoint of the customer journey.

Retail 195

Retail Return on Investment ROI Analysis 195

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

IntouchInsight

MAY 3, 2024

The Quick-Service Restaurant (QSR) industry is constantly evolving. Among all the trends influencing how restaurants operate, digital ordering cannot be ignored.

Trends 156

Trends Industry 156

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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

Experience Investigators by 360Connext

APRIL 30, 2024

As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let’s embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home.

Customer Journeys 143

Customer Journeys Entertainment Touchpoint Resources 143

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. Whether you are a local shop, regional staple, or nationwide brand, reputation management is one of the most important marketing strategies you need to master to ensure brand success. In retail, the power of the review is stronger than ever.

Retail 195

Retail Customer Retention Strategy Management 195

AWS Machine Learning

MAY 1, 2024

Organizations often offer support in multiple languages, saying “contact us for translations.” However, customers who don’t speak the predominant language often don’t know that translations are available or how to request them. This can lead to poor customer experience and lost business. A better approach is proactively providing information in multiple languages so customers can access it directly.

Case Study 135

Case Study Study Software Communication 135

IntouchInsight

APRIL 30, 2024

At Intouch Insight, we're dedicated to improving our software so our users can keep delivering top-notch customer experiences. This month, we're thrilled to unveil new features within the Intouch Insight Platform.

Software 156

Software Customer Experience Customers 156

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

Alida

APRIL 29, 2024

Generative UX research is like being a detective. You're digging deep to understand why your users do what they do. You're looking for those "aha" moments that reveal what your customers really need. It's all about exploring and generating new ideas, not just testing what's already there. Let's dive into what generative UX research is, its value, and how you can leverage it to achieve your goals.

User Experience 130

User Experience Customers 130

Brandwatch CX

MAY 1, 2024

The popularity of deinfluencers is rising, and brands need to stay on top of this to avoid a marketing crisis. Here's everything you need to know.

Brands 111

Brands Marketing 111

AWS Machine Learning

MAY 1, 2024

Imagine harnessing the power of advanced language models to understand and respond to your customers’ inquiries. Amazon Bedrock , a fully managed service providing access to such models, makes this possible. Fine-tuning large language models (LLMs) on domain-specific data supercharges tasks like answering product questions or generating relevant content.

Training 135

Training Analysis How To Software 135

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 105

Contact Center Customer Satisfaction Training Customers 105

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.

ROI

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Contact Center Virtual Agent Chatbots 105

CSM Magazine

APRIL 29, 2024

We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.

Airlines 104

Airlines Hotels Customers Training 104

AWS Machine Learning

APRIL 30, 2024

As of April 30, 2024 Amazon Q Business is generally available. Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems. Your employees can access enterprise content securely and privately using web applications built with Amazon Q Business.

Groups 134

Groups Data Management Examples 134

SaleMove

MAY 3, 2024

How do you choose between enhancing customer experience and staying on budget? With Glia’s Embedded Interaction Visualizer, you don’t have to. The post The Ease of Real-Time Visibility appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 101

Interaction Customer Service Customer Experience Customers 101

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Case Study

ShepHyken

APRIL 30, 2024

Earlier this year, I wrote an article about the hard work it takes to make something look easy. I quoted several people from sports, entertainment and business. The gist of the article was that we work hard to make doing business with us easy. Consider the quote I used from Steve Jobs of Apple, who said, “It takes a lot of hard work to make something look simple.

Entertainment 101

Entertainment Sports Financial ROI 101

The DiJulius Group

APRIL 29, 2024

Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature. Read Full Article The post Customer Journey Map appeared first on The DiJulius Group.

Customer Journeys 98

Customer Journeys Customers Groups Examples 98

AWS Machine Learning

MAY 1, 2024

Numerous customers face challenges in managing diverse data sources and seek a chatbot solution capable of orchestrating these sources to offer comprehensive answers. This post presents a solution for developing a chatbot capable of answering queries from both documentation and databases, with straightforward deployment. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Stab

Knowledge Base 132

Knowledge Base Chatbots Data Groups 132