Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!
My Customer
OCTOBER 31, 2023
Let’s face it: The last few years have been a mixed bag for customer experience (CX) leaders. Consumer ratings of brands hit a high in 2021.
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Zonka Feedback
NOVEMBER 1, 2023
Customers are the pillars of any successful business. Maintaining a high level of customer satisfaction and understanding their thoughts and feelings about your brand, products, or services are essential. To give your customers the best experience, you have to know what's going well and what's not for your business. This is where a customer experience survey comes into play.
SurveySparrow
NOVEMBER 1, 2023
Ever noticed those swift, post-interaction surveys that pop up after you’ve just made a purchase online? Or maybe when you’ve had an interaction with customer service? They are transactional surveys, designed to capture immediate feedback while the experience is still fresh in your customers’ minds. In this blog, we will deal with what a transactional survey is, its importance, uses, types, and best practices to follow for enhanced customer experience.
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.
Experience Investigators by 360Connext
OCTOBER 31, 2023
Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
IntouchInsight
OCTOBER 30, 2023
At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.
Blake Morgan
OCTOBER 31, 2023
Picture this: You’re a customer experience or business leader gearing up to present a game-changing proposal to the CFO and executive leadership for your customer experience program. The stakes are high, and your audience includes key decision-makers. You’ve done your research, crunched the numbers, and created a compelling presentation.
Feedbackly
NOVEMBER 1, 2023
Before we delve into the whole topic of customer satisfaction vs. customer delight, let’s touch on the core element. Customers are the lifeblood of any business because, without their demand for products or services, any market won’t exist or sustain for long. Statistics show that customer-centric businesses outperform their competitors financially.
CSM Magazine
OCTOBER 30, 2023
In today’s highly competitive business landscape, providing an excellent customer experience is no longer an option; it’s necessary. Customers expect seamless, personalized interactions with businesses across various touchpoints. Achieving this level of customer satisfaction requires a robust IT infrastructure and the right technology solutions.
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.
eglobalis
NOVEMBER 1, 2023
How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.
InMoment XI
OCTOBER 31, 2023
In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field. That’s why we decided to lay out the core aspects of call center management, including how call centers work, the benefits of effective management, best practices, and the organizational
Lumoa
OCTOBER 31, 2023
Lumoa Product News for October 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact.
Comm100
OCTOBER 31, 2023
While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.
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
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
AWS Machine Learning
OCTOBER 30, 2023
Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure. You can choose from various FMs from Amazon and leading AI startups such as AI21 Labs, Anthropic, Cohere, and Stability AI to find the model that’s best suited for your use case.
BirdEye
OCTOBER 31, 2023
If you want more people to choose you over your competitors, your online presence is the key. Even brands that primarily conduct business in person need to be digitally visible and available. According to our research: 78% of consumers are highly or somewhat unlikely to select a local business with a poor reputation. 68% of the time, consumers research a local business before making a purchase.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Blueshift
OCTOBER 31, 2023
Have you stocked up your candies yet? With the air turning crisp and the smell of pumpkin spice filling the cafes, let’s get on our cozy vests this fall and brew up some frighteningly good marketing ideas that will be a treat for your customers! According to NRF, Halloween spending is forecasted to reach a staggering 122 billion this year. While it’s a common notion that this spooky holiday primarily caters to kids, it’s intriguing to note that adults are equally enthusiastic, as evi
Eptica
NOVEMBER 3, 2023
Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site.
AWS Machine Learning
NOVEMBER 2, 2023
Recently, teachers and institutions have looked for different ways to incorporate artificial intelligence (AI) into their curriculums, whether it be teaching about machine learning (ML) or incorporating it into creating lesson plans, grading, or other educational applications. Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education.
BirdEye
OCTOBER 31, 2023
Names have power. When you hear “Apple,” you probably think of innovation, sleek design, and cutting-edge technology. When you hear “McDonald’s,” you think of fast food, golden arches, and the familiar taste of a Big Mac. And when you hear “Coca-Cola,” you think of refreshment, the iconic red and white logo, and the unmistakable taste of a classic soda.
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
NobelBiz
OCTOBER 31, 2023
Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.
The DiJulius Group
OCTOBER 29, 2023
A Superpower of Great Leaders People want to be around uplifting individuals, including leaders who make them feel better about the world and help them see the opportunity in nearly any situation. Such positive leadership helps employees feel better about themselves, today and in the future. Strong leaders, through their actions, teach employees how to.
AWS Machine Learning
NOVEMBER 2, 2023
Amazon SageMaker Canvas now supports deploying machine learning (ML) models to real-time inferencing endpoints, allowing you take your ML models to production and drive action based on ML-powered insights. SageMaker Canvas is a no-code workspace that enables analysts and citizen data scientists to generate accurate ML predictions for their business needs.
BirdEye
OCTOBER 31, 2023
Using social media ads can help you reach new audiences, re-engage website visitors, and spread brand awareness for your business. Many businesses have grown and seen better ROI thanks to Facebook’s precise targeting capabilities. Businesses can leverage various paid promotion options on Facebook, including boosted posts and native ads. But when should you opt for a boost post over an ad?
Speaker: Igli Laci, Strategic Finance Leader
In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
Adrian Swinscoe
NOVEMBER 3, 2023
This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting to AI use in customer service first appeared on Adrian Swinscoe.
AWS Machine Learning
OCTOBER 31, 2023
This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Additional Schneider Electric experts include Jesse Miller, Somik Chowdhury, Shaswat Babhulgaonkar, David Watkins, Mark Carlson and Barbara Sleczkowski.
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