ECXO

OCTOBER 7, 2024

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

Feedback 460

Feedback ROI Innovation B2B 460

Bill Quiseng

OCTOBER 9, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

Customer Experience 173

Customer Experience Customer Service Social Media Loyalty 173

Northridge Group

OCTOBER 8, 2024

Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.

Customer Service 111

Customer Service Study Groups Customers 111

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

CSM Magazine

OCTOBER 7, 2024

Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.

Banking 52

Banking Self Service Customer Experience Government 52

Amplifai Coaching Category

OCTOBER 9, 2024

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

Financial 52

Financial Customer Experience Industry Customers 52

InMoment XI

OCTOBER 8, 2024

Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. With the rise of digital services (such as websites and apps) and the growing demand for round-the-clock service, airlines face the challenge of maintaining high-quality customer support across multiple touchpoints.

Airlines 52

Airlines Industry Customer Experience Touchpoint 52

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Are they satisfied with your overall product? Is there anything about your service they wish they could change? How likely are they to recommend your brand to their friends? Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback How To Social Media B2C 195

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

Experience Investigators by 360Connext

OCTOBER 11, 2024

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

Retently

OCTOBER 11, 2024

Table of contents Key Takeaways: What is Customer Support Quality Assurance? 1. Retently as a Top QA Tool for Ecommerce and Retail 2. Medallia Agent Connect (former Stella Connect) 3. Loris AI 4. Playvox 5. MaestroQA 6. Zendesk QA (formerly Klaus) 7. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.

Ecommerce 133

Ecommerce Retail Software Customer Service 133

IntouchInsight

OCTOBER 8, 2024

You’ve crafted your survey—fine-tuned the questions, ensured they’ll gather the insights you need, and polished the design to make it visually appealing. But creating a great survey is only half the battle. To truly maximize its impact, you need an effective survey distribution strategy.

Survey 156

Survey Strategy Tools Tips 156

InMoment XI

OCTOBER 7, 2024

InMoment’s Q3 product release focuses on making integrated CX more actionable, faster, and easier. With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Speaker: Becky Parisotto and John Vurdelja

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

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.

Contact Center 156

Contact Center Culture Leadership Call Center 156

Experience Investigators by 360Connext

OCTOBER 8, 2024

This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.

Entertainment 143

Entertainment Retail Trends Banking 143

AWS Machine Learning

OCTOBER 9, 2024

Amazon Q Business is a fully managed, generative AI-powered assistant that you can configure to answer questions, provide summaries, generate content, and complete tasks based on your enterprise data. Amazon Q Business offers over 40 built-in connectors to popular enterprise applications and document repositories, including Amazon Simple Storage Service (Amazon S3) , Salesforce, Google Drive, Microsoft 365, ServiceNow, Gmail, Slack, Atlassian, and Zendesk and can help you create your generative

Data 123

Data Connections How To Communication 123

Brandwatch CX

OCTOBER 8, 2024

Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.

Social Media 110

Social Media Strategy How To Metrics 110

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.

Contact Center 156

Contact Center Culture Leadership Call Center 156

Integrity Solutions

OCTOBER 8, 2024

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.

Sales 106

Sales Communication B2B Connections 106

West Monroe

OCTOBER 7, 2024

Subscribe Spotify Apple Podcasts YouTube Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Facebook printer copy Print this page Listen to "Viewing AI as Talent, Not Technology" on Spreaker. About the episode In this episode of This is Digital, West Monroe’s Steven Kirz and Brigitte Coles discuss West Monroe’s view on AI as a talent, not just technology.

Technology 105

Technology Net Promoter Score Training Innovation 105

AWS Machine Learning

OCTOBER 11, 2024

Agentic workflows are a fresh new perspective in building dynamic and complex business use case-based workflows with the help of large language models (LLMs) as their reasoning engine. These agentic workflows decompose the natural language query-based tasks into multiple actionable steps with iterative feedback loops and self-reflection to produce the final result using tools and APIs.

Chatbots 136

Chatbots Retail Groups Resources 136

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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

TechSee

OCTOBER 10, 2024

Not all Agentic AI solutions are created equal. Finding the optimal Agentic AI for your organization is not a simple task. It seems like every provider claims to feature very similar technologies, often at wildly different price points. In this post, we will explore the key differentiating factors between basic and more advanced Agentic AI solutions and how to evaluate which provider will best meet your needs.

Self Service 109

Self Service ROI Chatbots Technology 109

BirdEye

OCTOBER 10, 2024

Business reputation is one of the key drivers of revenue and brand strength in a competitive market. This is even more critical for multi-location enterprises, which handle hundreds of customers across numerous locations daily. The more customers and locations you have, the more complicated the process becomes. Managing online reputation for a larger enterprise business involves monitoring online listings, forums, review sites, and social media platforms for multiple locations.

Strategy 98

Strategy Multi-Channel Management Social Media 98

Beyond Philosophy

OCTOBER 11, 2024

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

Customer Insights 78

Customer Insights How To Tips Feedback 78

AWS Machine Learning

OCTOBER 7, 2024

Despite the proliferation of information and data in business environments, employees and stakeholders often find themselves searching for information and struggling to get their questions answered quickly and efficiently. This can lead to productivity losses, frustration, and delays in decision-making. A generative AI Slack chat assistant can help address these challenges by providing a readily available, intelligent interface for users to interact with and obtain the information they need.

Knowledge Base 104

Knowledge Base Resources Analytics System 104

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

Brandwatch CX

OCTOBER 8, 2024

Explore the pros and cons of YouTube Shorts and long-form videos to optimize your brand’s content strategy and drive audience engagement.

Video 98

Video Strategy Engagement 98

ShepHyken

OCTOBER 7, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns? What are some common misconceptions about personalization in customer service?

Consulting 93

Consulting Interaction Data Customer Experience 93

COPC

OCTOBER 8, 2024

As information floods the business world, leaders strive to gain a competitive edge—seeking ways to make smarter choices, manage risk, and drive sustainable growth. But here’s the reality: none of that happens without reliable data governance. This task is far more than a back-office function. Proper oversight turns raw resources into a powerful asset, fueling innovation and success.

Government 89

Government Data Hospitality Healthcare 89