eglobalis

NOVEMBER 26, 2024

Are We Injecting Empathy into Organizational Culture ? Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? Emotional design may help create empathetic, user-friendly solutions, but empathy without action falls flat.

B2B 383

B2B B2C Culture Net Promoter Score 383

InMoment XI

NOVEMBER 26, 2024

Did you know that 77% of organizations cannot consistently create a consistent customer experience across channels? This often stems from poor internal communication, outdated technology, or inefficient processes. However, to combat this, you need to understand the end-to-end customer experience and be prepared for every path a consumer might take to become a customer or that a current customer might take when using your products or services.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Zonka Feedback

NOVEMBER 25, 2024

Today, customer feedback has become of utmost importance as it reveals how customers perceive your product, their experience, and pain points. It's like a mirror reflecting areas for improvement to drive product growth and innovation. Collecting customer opinions through feedback tools can help you get ideas for enhancing products, improving service quality, shaping brand perception, and measuring key customer experience metrics like NPS, CSAT, and CES.

Feedback 52

Feedback Tools NPS Analysis 52

ECXO

NOVEMBER 25, 2024

Decoding the Feedback Dilemma: A Strategic Framework for Evaluating Customer Requests Originally posted complete version at: [link] In the dynamic world of B2B customer experience, balancing responsiveness to feedback with long-term strategy can feel like walking a tightrope. Every feature request represents a signal—sometimes an isolated need, sometimes a broader trend—but responding to every demand can lead to resource strain, product dilution, and missed strategic opportunities.

Feedback 338

Feedback ROI Roadmap Analytics 338

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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

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Competitive Advantage 209

Competitive Advantage Consumers Banking Loyalty 209

DCX

NOVEMBER 26, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Subscribe now —Welcome to the DCX Newsletter— In 1997, IBM’s Deep Blue delivered a gut punch to human ego when it defeated chess grandmaster Garry Kasparov. It wasn’t just a machine outthinking a person—it was a warning shot about what computers could do.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels.

Interaction 52

Interaction Engagement e-support Chatbots 52

Blake Morgan

NOVEMBER 26, 2024

                                                                                    Great leaders drive success by creating environments where teams excel and customers feel valued. On The Modern Customer Podcast , entrepreneur and bestselling author Robert Glazer shared actionable strategies for mastering leadership.

Leadership 64

Leadership Strategy Customer Experience Culture 64

CSM Magazine

NOVEMBER 25, 2024

Customer service teams depend on efficient workflows for success. Well-organized processes help customer representatives respond faster, increase customer satisfaction, and reduce operational expenses. Today’s business environment demands prompt and effective responses, making efficient workflows integral to customer service operations. Establishing clear workflows enables customer service teams to streamline tasks, eliminate redundant steps, and ensure consistent service delivery.

Customer Service 52

Customer Service Effort Score Customer Satisfaction Guidelines 52

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

NOVEMBER 26, 2024

Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. But we’re not talking about the mythical horse with a horn. In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience.

Self Service 306

Self Service Training Culture Analytics 306

InMoment XI

NOVEMBER 25, 2024

Google Posts are an invaluable tool for businesses to communicate updates, offers, and events directly to their audience. This guide will cover everything you need to know to make the most of them. What Are Google Posts? Google Posts are short updates published on Google My Business (GMB) profiles. These posts appear on your business listing, providing a direct channel to communicate updates, promotions, and events.

Multi-Channel 195

Multi-Channel Software Policies Strategy 195

IntouchInsight

NOVEMBER 29, 2024

At Intouch, we’re always looking for ways to make our platform work better for you. This month, we’re introducing a new feature to IntouchIntelligence (IQ): Data Table CSV Export.

Data 156

Data 156

Retently

NOVEMBER 27, 2024

Table of Contents Key Takeaways Why Ecommerce Growth Strategies Are Essential 1. Analyzing Market Trends and Customer Behavior 2. Personalizing the Customer Journey 3. Expanding Revenue Channels 4. Optimizing Conversion Rates 5. Building Customer Loyalty for Retention 6. Boosting SEO and PPC Efforts 7. Leveraging Social Media and Influencer Marketing 8.

Ecommerce 145

Ecommerce Sales Strategy Tips 145

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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

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

AWS Machine Learning

NOVEMBER 26, 2024

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

Healthcare 127

Healthcare Financial Chatbots Travel 127

IntouchInsight

NOVEMBER 26, 2024

In today’s digital age, a brand’s reputation often begins with what customers say online. With so many options at their fingertips, consumers rely heavily on reviews and social media feedback when making decisions. This makes managing your online presence essential, as it’s now a key factor in building trust and loyalty.

Social Media 156

Social Media Tips Brands Loyalty 156

Retently

NOVEMBER 29, 2024

First impressions in business? They’re exactly like a first date. Think about it: from the moment you meet, every glance, every word, and every interaction paints a picture. Will it lead to something great, or will it fizzle out with a polite “thanks, but no thanks” ? Just like meeting someone new, customers form snap judgments – sometimes in just a few seconds – about your business.

Survey 78

Survey Ecommerce Feedback Interaction 78

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Engagement 90

Customer Engagement Engagement Average Handle Time Contact Center 90

AWS Machine Learning

NOVEMBER 29, 2024

Prompt engineering refers to the practice of writing instructions to get the desired responses from foundation models (FMs). You might have to spend months experimenting and iterating on your prompts, following the best practices for each model, to achieve your desired output. Furthermore, these prompts are specific to a model and task, and performance isn’t guaranteed when they are used with a different FM.

Examples 134

Examples How To Sports System 134

Joe Rawlinson

NOVEMBER 26, 2024

Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes , recognition is pivotal to employee engagement, with its significance expected to grow in 2025. By celebrating achievements, recognising efforts, and rewarding contributions, businesses can enhance employee morale, boost retention rates, and improve overall performance.

Tips 78

Tips Employee Engagement Culture Engagement 78

Zonka Feedback

NOVEMBER 25, 2024

Explore the Top 15 Best Black Friday SaaS Deals! Unbeatable discounts on software tools and solutions to power your business growth. Don't miss out!

Software 97

Software Tools Advertising Marketing 97

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

ShepHyken

NOVEMBER 26, 2024

I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers.

Brands 85

Brands Loyalty How To Policies 85

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Isaac Smothers and James Healy-Mirkovich from Crexi. With the current demand for AI and machine learning (AI/ML) solutions, the processes to train and deploy models and scale inference are crucial to business success. Even though AI/ML and especially generative AI progress is rapid, machine learning operations (MLOps) tooling is continuously evolving to keep pace.

Self Service 120

Self Service Resources Data Fashion 120

Totango

NOVEMBER 26, 2024

Key takeaways : It’s time to take action. Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. To gain traction, leaders must translate how improvements or efficiencies gained from implementing AI solutions result in either more revenue in the door or less costs out the door.

Tips 62

Tips Conference Financial Tools 62

Adrian Swinscoe

NOVEMBER 29, 2024

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 first appeared on Adrian Swinscoe.

Customer Relationship Management 59

Customer Relationship Management CRM Customer relationships Customer Centricity 59

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

ShepHyken

NOVEMBER 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. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

Customer Service 71

Customer Service Contact Center Trends Analysis 71

AWS Machine Learning

NOVEMBER 26, 2024

Hallucinations in large language models (LLMs) refer to the phenomenon where the LLM generates an output that is plausible but factually incorrect or made-up. This can occur when the model’s training data lacks the necessary information or when the model attempts to generate coherent responses by making logical inferences beyond its actual knowledge.

Knowledge Base 116

Knowledge Base Effort Score Chatbots Metrics 116

Win the Customer

NOVEMBER 29, 2024

In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.

Customer Journeys 59

Customer Journeys Touchpoint Social Media Competitive Advantage 59