Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part

Contact Center 93

Contact Center System Customer Care Brands 93

Beyond Philosophy

JANUARY 11, 2024

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

Return on Investment 88

Return on Investment Insurance Hotels System 88

Experience Investigators by 360Connext

JANUARY 9, 2024

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

Feedback 143

Feedback Customer Experience Culture Innovation 143

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. B2B (business-to-business) transactions often involve ongoing relationships and partnerships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

Advertisement

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

Brad Cleveland Blog

JANUARY 11, 2024

Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We discussed the … Continue reading → The post The Contact Center of the Future’s Role in Customer Experience appeared first on Brad Cleveland.

Contact Center 42

Contact Center Customer Experience Customers Call Center 42

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

Blake Morgan

JANUARY 9, 2024

                                      Do you find the ongoing debate between physical stores and online shopping tiresome? Penny Brook, the former Chief Marketing and Experience Officer of Canada Goose, has an important message for you: the future of retail involves both. In this podcast episode, we explore the exciting world of omnichannel experiences, where the physical and digital seamlessly combine to create personalized and captivating journeys fo

Retail 52

Retail Customer Experience Omni-Channel Trends 52

MyCustomer

JANUARY 11, 2024

The UK energy price cap is rising – but what does this mean for customers? Martin Brown discusses the ways in which energy firms can support their vulnerable customers through further financial hardship.

Financial 97

Financial Customers 97

Adrian Swinscoe

JANUARY 10, 2024

This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe.

Consumers 59

Consumers Customer Journeys Brands Customer Service 59

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

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Analysis 369

Analysis Software Comparison Social Media 369

eglobalis

JANUARY 7, 2024

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

NPS 251

NPS Leadership Customers Contact Center 251

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of busin

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Steve DiGioia

JANUARY 11, 2024

IRS Implements 1099-K Reporting Requirement for Payment Apps in 2024, Targeting More Accurate Financial Disclosures In 2024, the IRS is set to implement the long-expected 1099-K revealing prerequisite for outsider installment applications, like PayPal, Venmo, Money Application, or Zelle. At first scheduled for 2022, this standard orders detailing profit more than $600 to the IRS; notwithstanding, announcing will apply just to pay surpassing $5,000 for the impending year.

Report 130

Report Consulting Financial Examples 130

Advertisement

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

Alida

JANUARY 11, 2024

Imagine yourself at this time next year. Your insights program is humming along like a precision engine. New products are exceeding their targets after being shaped and named by studies you ran. Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction.

Innovation 130

Innovation Leadership Customer Satisfaction Study 130

AWS Machine Learning

JANUARY 12, 2024

Enterprises have access to massive amounts of data, much of which is difficult to discover because the data is unstructured. Conventional approaches to analyzing unstructured data use keyword or synonym matching. They don’t capture the full context of a document, making them less effective in dealing with unstructured data. In contrast, text embeddings use machine learning (ML) capabilities to capture the meaning of unstructured data.

Financial 131

Financial e-support System Meeting 131

InMoment XI

JANUARY 10, 2024

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. At the heart of it; senior care is more than finding a place for a loved one to reside. It’s about fostering a community steeped in care, safety, comfort, and boundless joy. In this context, maintaining a sterling reputation in the realm of senior living becomes pivotal—it’s the bridge aligning with the aspirations of those seeking unparalleled care for their cherished

Strategy 195

Strategy Management Social Media Feedback 195

BirdEye

JANUARY 12, 2024

While casting a wide marketing net might be tempting, often, the magic happens when targeting is razor-sharp. Knowing your customers on a personal level isn’t just a perk of running a local business; it’s your superpower. Hyperlocal social media marketing allows you to harness this power, turning every digital interaction into a meaningful engagement.

Social Media 109

Social Media Marketing Advertising Trends 109

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

Feedbackly

JANUARY 11, 2024

Feedbackly is a front-runner in the new era of Customer Experience where Emotional Experience is brought into the heart of customer-centric thinking. Creating better customer experiences is possible only by improving data quality and therefore the quality of actions taken on better data. Emotional Value Index (EVI®) helps you achieve exactly this, and with the latest updates, we help you take a step to a whole new level.

Feedback 105

Feedback Roadmap Survey Customer Centricity 105

AWS Machine Learning

JANUARY 11, 2024

The PGA TOUR continues to enhance the golf experience with real-time data that brings fans closer to the game. To deliver even richer experiences, they are pursuing the development of a next-generation ball position tracking system that automatically tracks the position of the ball on the green. The TOUR currently uses ShotLink powered by CDW, a premier scoring system that uses a complex camera system with on-site compute, to closely track the start and end position of every shot.

Video 130

Video Sports Training Innovation 130

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. However, even these are quickly becoming obsolete. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.

Travel 98

Travel Customer Service Airlines Poor Customer Service 98

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

NobelBiz

JANUARY 9, 2024

Effective communication is pivotal for the business landscape. Companies compare Primary Rate Interface (PRI) and Session Initiation Protocol (SIP) to find technologies that enhance communication while ensuring cost-efficiency and scalability. Understanding the applicability of these technologies is crucial for informed decision-making. The choice between PRI and SIP should consider specific communication needs, infrastructure, and future goals.

Telecommunications 103

Telecommunications Contact Center Call Center System 103

AWS Machine Learning

JANUARY 9, 2024

Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.

Multi-Channel 129

Multi-Channel Resources Software Knowledge Base 129

Beyond Philosophy

JANUARY 12, 2024

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th

Customer Experience 88

Customer Experience How To Ecommerce Study 88

Totango

JANUARY 10, 2024

Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. We’re more inclined to work proactively together versus being reactive and defensive. Madhavi Bezwada, VP of Client Success at Waystar. What could your organization accomplish if your workplace embraced a culture of listening and learning from one another rather than being siloed off and defensive?

Sports 96

Sports Leadership Culture Customer Satisfaction 96

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

MiaRec

JANUARY 8, 2024

In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. According to Gartner , the "global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024." Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the re

Contact Center 98

Contact Center Interaction Report Marketing 98

AWS Machine Learning

JANUARY 9, 2024

With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Foundation models (FMs) are often pre-trained on vast corpora of data with parameters ranging in scale of millions to billions and beyond. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.

How To 127

How To Gamification Resources Training 127

ShepHyken

JANUARY 8, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks?

Training 87

Training Customers Customer Satisfaction Tools 87