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?

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ROI Customer Journeys Innovation Training 185

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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

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.

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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.

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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.

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Call Center Contact Center Chatbots Virtual Agent 104

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

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!

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Chatbots Technology Innovation Interaction 279

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 Feedback Multi-Channel 195

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

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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

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

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

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

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

MAY 2, 2024

Today, we’re excited to announce the availability of Meta Llama 3 inference on AWS Trainium and AWS Inferentia based instances in Amazon SageMaker JumpStart. The Meta Llama 3 models are a collection of pre-trained and fine-tuned generative text models. Amazon Elastic Compute Cloud (Amazon EC2) Trn1 and Inf2 instances, powered by AWS Trainium and AWS Inferentia2, provide the most cost-effective way to deploy Llama 3 models on AWS.

Policies 130

Policies Training Resources Chatbots 130

Clarivate

MAY 1, 2024

Learn about our generative AI-powered Web of Science Research Assistant, which will be available from September 2024. Last year, we announced our collaboration with the research community to bring a new generative-AI-powered capability to the Web of Science — the Web of Science Research Assistant. Since we released the beta to our development partners around the world, we have identified innovative ways to ensure the quality, strength and suitability of generative AI for academic researchers.

Innovation 119

Innovation Tools Data Analytics 119

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

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 Chatbots Virtual Agent 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

AWS Machine Learning

APRIL 30, 2024

Today, we announced the General Availability of Amazon Q, the most capable generative AI powered assistant for accelerating software development and leveraging companies’ internal data. “During the preview, early indications signaled Amazon Q could help our customers’ employees become more than 80% more productive at their jobs; and with the new features we’re planning on introducing in the future, we think this will only continue to grow,” shared Dr.

Data 130

Data Company Trends Training 130

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

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 98

Entertainment Sports Financial ROI 98

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

How To 88

How To Comparison Customer Expectations Customers 88

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

AWS Machine Learning

MAY 2, 2024

Embeddings are integral to various natural language processing (NLP) applications, and their quality is crucial for optimal performance. They are commonly used in knowledge bases to represent textual data as dense vectors, enabling efficient similarity search and retrieval. In Retrieval Augmented Generation (RAG), embeddings are used to retrieve relevant passages from a corpus to provide context for language models to generate informed, knowledge-grounded responses.

Effort Score 127

Effort Score Comparison Metrics Return on Investment 127

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

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.

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Brands Marketing 111