InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

Helpware

NOVEMBER 21, 2023

Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.

Measurement 89

Measurement Metrics Customer Experience How To 89

Doing CX Right

NOVEMBER 20, 2023

Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.

ROI 111

ROI Customer Experience Leadership Customers 111

Customer Enthusiast

NOVEMBER 20, 2023

Yesterday I posted the first blog in this series. Over the next several weeks, I will share additional posts to support the efforts of leaders, managers, and supervisors to create an inspired workforce. In summary, the first step is to discover for yourself, and then reveal to all team members, the total job role.

How To 62

How To Management Employee Engagement Leadership 62

Speaker: Becky Parisotto

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

Retail

Centercode

NOVEMBER 21, 2023

Insights on customer experience, new trends, and the importance of listening from Sayge's Colin Flanigan

Trends 52

Trends Customers Customer Experience 52

Help Scout

NOVEMBER 20, 2023

Learn how AI features can transform a traditional help desk into a proactive, efficient, and highly responsive support system tailored completely toward helping your team (and your customers).

Tools 45

Tools System Customers 45

InteractionMetrics

NOVEMBER 20, 2023

The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company , the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Hotels 52

Blake Morgan

NOVEMBER 21, 2023

                                How can businesses genuinely embrace customer-centricity? Do companies like Apple genuinely prioritize their customers, or do they place their products above all else? These pressing questions guide our conversation with Colin Shaw. With a career spanning decades, Colin Shaw, the founder and CEO of Beyond Philosophy, brings firsthand experience to the evolving world of customer experience.

Customer Centricity 52

Customer Centricity Net Promoter Score Effort Score NPS 52

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.

Analysis 195

Analysis Feedback Social Media Chatbots 195

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

eglobalis

NOVEMBER 21, 2023

Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.

Customer Experience 204

Customer Experience Customers Customer relationships Customer Centricity 204

Alida

NOVEMBER 21, 2023

Discover how customer insight communities help brands build stronger relationships, reduce risk, and deliver measurable ROI.

ROI 130

ROI Measurement Customer Insights Brands 130

AWS Machine Learning

NOVEMBER 22, 2023

Yes, the AWS re:Invent season is upon us and as always, the place to be is Las Vegas! You marked your calendars, you booked your hotel, and you even purchased the airfare. Now all you need is some guidance on generative AI and machine learning (ML) sessions to attend at this twelfth edition of re:Invent. And although generative AI has appeared in previous events, this year we’re taking it to the next level.

Innovation 124

Innovation Contact Center Training Industry 124

BirdEye

NOVEMBER 22, 2023

In a field as trust-dependent as law, mastering review management is not just beneficial; it’s essential to your practice’s success. Think about it: When a person needs a lawyer, they seek the most qualified person to help them navigate their high-stress situation. First, they’ll turn to friends and family for recommendations. If those recommendations fall short, chances are, that person will turn to online law firm reviews to help inform their decision.

Management 111

Management Policies Feedback Tips 111

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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

Brandwatch CX

NOVEMBER 20, 2023

Leverage these 17 December holidays to level up your marketing strategy and connect with your audience, whether it's through Santa Claus, ninjas or cookies.

Social Media 111

Social Media Connections Strategy Marketing 111

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer.

System 103

System Communication Contact Center Self Service 103

AWS Machine Learning

NOVEMBER 22, 2023

This is a guest post by A.K Roy from Qualcomm AI. Amazon Elastic Compute Cloud (Amazon EC2) DL2q instances, powered by Qualcomm AI 100 Standard accelerators, can be used to cost-efficiently deploy deep learning (DL) workloads in the cloud. They can also be used to develop and validate performance and accuracy of DL workloads that will be deployed on Qualcomm devices.

Automotive 119

Automotive Technology Training Strategy 119

BirdEye

NOVEMBER 21, 2023

Every jeweler knows that the perfect cut can turn a dull stone into a glittering, must-have piece. The right cut is crucial because it maximizes the gem’s ability to reflect and refract light and enhances its brilliance. It’s not just about shaping the stone but optimizing its proportions and angles to unlock its full potential. In some ways, the transformative process of gem cutting is similar to the journey of jewelry store marketing.

Marketing 111

Marketing Social Media Advertising Brands 111

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

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time.

Self Service 100

Self Service Knowledge Base Chatbots Tools 100

MyCustomer

NOVEMBER 22, 2023

A fundamental premise is that every organisational function influences the customer experience.

Customer Centricity 98

Customer Centricity Culture Customers Customer Experience 98

AWS Machine Learning

NOVEMBER 20, 2023

Retrieval Augmented Generation (RAG) allows you to provide a large language model (LLM) with access to data from external knowledge sources such as repositories, databases, and APIs without the need to fine-tune it. When using generative AI for question answering, RAG enables LLMs to answer questions with the most relevant, up-to-date information and optionally cite their data sources for verification.

e-support 116

e-support Entertainment Data Resources 116

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. This constant pursuit of innovation demands staying ahead of trends, adapting to evolving technologies, and ensuring the business is profitable. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 111

Marketing Social Media Advertising Tips 111

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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

Adrian Swinscoe

NOVEMBER 22, 2023

This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

Contact Center 98

Contact Center Video Software Management 98

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.

Customer Journeys 97

Customer Journeys Self Service NPS Customer Service Training 97

AWS Machine Learning

NOVEMBER 24, 2023

In today’s ever-evolving world of ecommerce, the influence of a compelling product description cannot be overstated. It can be the decisive factor that turns a potential visitor into a paying customer or sends them clicking off to a competitor’s site. The manual creation of these descriptions across a vast array of products is a labor-intensive process, and it can slow down the velocity of new innovation.

Ecommerce 113

Ecommerce Apparel e-support Retail 113

MyCustomer

NOVEMBER 21, 2023

Podcast: The future of Women in CX Sabine Groven Friday, November 24, 2023 - 08:30 Collaboration Communities Culture The future of Women in CX Engagement

Culture 95

Culture Engagement 95

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 21, 2023

If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups.

Airlines 94

Airlines Customer Journeys Groups Customer Service Training 94

Bill Quiseng

NOVEMBER 23, 2023

Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south.

Customer Care 88

Customer Care Customers Customer Service 88

AWS Machine Learning

NOVEMBER 22, 2023

When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. To build an enterprise solution, developer resources, cost, time and user-experience have to be balanced to achieve the desired business outcome. The AWS Well-Architected Framework provides a systematic way for organizations to learn operational and architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and

Metrics 113

Metrics User Experience System Customers 113