Helpware
JUNE 3, 2024
Did you know that 86% of shoppers are willing to pay more for great customer service? Yeah, customer service really counts— 70% of their decision to buy depends on it ! It doesn’t stop after they buy, either. How you handle things after the sale can really affect whether they stick with your brand.
Doing CX Right
JUNE 4, 2024
Why does employee outboarding matter if they're already out the door? Learn its impact on customer experience and effective practices The post Link Between Employee Outboarding and Customer Experience: Doing Both Right appeared first on Doing CX Right.
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Experience Investigators by 360Connext
JUNE 4, 2024
Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.
ECXO
JUNE 3, 2024
posts header on ECXO Do you have a lazy brain? Why is this relevant for CX? So, in my journey to improve customer experience, I’ve found myself diving into the world of neuroscience and psychology to better understand how our brains work. One thing I’ve noticed is that in our increasingly complex world, people often lean towards the simplest solutions.
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.
Strativity
JUNE 3, 2024
We examine the untapped potential of customer data and how Material’s Return on Customer Data Assessment can help in the journey towards greater data maturity.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Thematic
JUNE 4, 2024
We often underestimate the impact of effort on customer loyalty. Yes, product quality matters, but how much effort your customer needs to put in to complete a purchase plays an outsized role. Business leaders today aim to reduce friction by designing proactive, positive customer experiences. Friction, even in small doses, breeds resentment and fuels negative word-of-mouth. 78% of consumers have abandoned a purchase or switched brands entirely due to friction and poor experiences.
Forrester's Customer Insights
JUNE 3, 2024
The future of human-machine interaction (HMI) will be drastically more humanlike in six ways — creative, conversational, perceptive, embodied, physical, and personified — as a result of six emerging technologies: generative AI, language AI, adaptive AI, somatic interfaces, spatial interfaces, and virtual people, respectively. But these technologies are still immature, and the road ahead is fraught with challenges.
CSM Magazine
JUNE 5, 2024
The hospitality industry continuously evolves, with customer expectations rising yearly. Staying informed about current trends can help businesses provide memorable guest experiences. Here are some key customer experience trends shaping the hospitality industry today. Personalised Experiences Personalisation is no longer just a trend; it’s a necessity.
Beyond Philosophy
JUNE 6, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This has been created in partnership with NICE. AI is a massive new development in experiences. Unfortunately, it also creates enormous problems for organizations that don’t know what to do with it.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
IntouchInsight
JUNE 5, 2024
Businesses use mystery shopping as a valuable data collection method to evaluate and improve customer experience, product quality, operational efficiency, and more. The results of these evaluations are typically presented as mystery shopping scores.
Experience Investigators by 360Connext
JUNE 4, 2024
Unlock the secrets to creating truly inclusive customer experiences with insights from Jeannie Walters and special co-host Paige Flenniken, Experience Investigators’ Director of Business Development. Discover how Apple is revolutionizing accessibility with groundbreaking features like eye-tracking and vibration controls, ensuring their devices are universally user-friendly without the need for extra hardware.
InMoment XI
JUNE 7, 2024
Hotel reputation management has never been more important. With the increased usage of online review platforms and social media, guests hold unprecedented power to shape public perception. A bad review or post gone viral could deter potential guests from ever getting to your website. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands.
Comm100
JUNE 5, 2024
Shopping cart abandonment is a major headache for eCommerce businesses, leading to significant lost revenue—but there’s good news: proactive chat initiatives can make a big difference. In this article, we’ll take a closer look at how engaging customers at just the right moments with chatbots during their online shopping journey can help reduce cart abandonment rates.
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
TechSee
JUNE 5, 2024
From AI-Anxiety to AI-Action: Transforming Customer Experience with Gen AI Katie Mamia “In this evolving landscape, the key to overcoming AI-anxiety lies in demonstrating the tangible benefits of AI in action. When customers experience firsthand how AI can simplify their lives and resolve their issues with ease and empathy, their apprehension transforms into appreciation.” The AI Fear Factor: Battling the Unknown In our rapidly evolving digital age, artificial intelligence (AI) is bo
Experience Investigators by 360Connext
JUNE 4, 2024
Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.
InMoment XI
JUNE 5, 2024
InMoment is excited to announce its recognition as a Leader in the Forrester Wave : Text Mining and Analytics, Q2 2024. This placement highlights our fierce commitment to innovation, customer satisfaction, and delivering future-proof technological solutions—no matter your business needs. For some context , The Forrester Wave Text Mining and Analytics, Q2 2024 report is a rigorous evaluation of the top text mining and analytics providers.
AWS Machine Learning
JUNE 4, 2024
As customers seek to incorporate their corpus of knowledge into their generative artificial intelligence (AI) applications, or to build domain-specific models, their data science teams often want to conduct A/B testing and have repeatable experiments. In this post, we discuss a solution that uses infrastructure as code (IaC) to define the process of retrieving and formatting data for model customization and initiating the model customization.
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.
Uplight
JUNE 7, 2024
Innovation can be an overused buzzword in the energy sector. But with demand rising rapidly and decarbonization mandates looming large, it’s exactly what we need to find creative answers to the challenges facing utilities and their customers. As Vice President of Strategic Development at global energy company AES, Alexina Jackson and her team are focused Read More The post Safeguarding Grid Reliability as Energy Demand Skyrockets—A Conversation with Alexina Jackson of AES appeared first on Uplig
Experience Investigators by 360Connext
JUNE 4, 2024
Balancing Data Privacy And Customer Experience Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don’t want to repeat their issue and information over and over as they move from self-service to chatbot to service rep in frustration.
Beyond Philosophy
JUNE 7, 2024
Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.
AWS Machine Learning
JUNE 5, 2024
This guest post is co-written with Manny Silva, Head of Documentation at Skyflow, Inc. Startups move quickly, and engineering is often prioritized over documentation. Unfortunately, this prioritization leads to release cycles that don’t match, where features release but documentation lags behind. This leads to increased support calls and unhappy customers.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Daniel Group
JUNE 6, 2024
The Power of Consistency and Communication Explore construction excellence in our latest episode of the Construction Champions Podcast featuring Lynn Daniel. Host Ron Nussbaum leads an enlightening discussion on the crucial factors currently shaping the construction industry. Discussion Points Customer Experience : Delve into the critical importance of customer experience within the construction sector and how it drives every aspect of business operations.
ShepHyken
JUNE 4, 2024
This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.
delighted
JUNE 6, 2024
It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. In this guide, we’ll cover everything you need to know about effectively surveying customers after a purchase with the right post-purchase survey questions.
AWS Machine Learning
JUNE 4, 2024
Businesses today heavily rely on video conferencing platforms for effective communication, collaboration, and decision-making. However, despite the convenience these platforms offer, there are persistent challenges in seamlessly integrating them into existing workflows. One of the major pain points is the lack of comprehensive tools to automate the process of joining meetings, recording discussions, and extracting actionable insights from them.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
SaleMove
JUNE 7, 2024
FIs have high call volumes, staffing constraints, and need to meet rising consumer expectations. See how 2 FIs were able to overcome these challenges. The post Time to Modernize Your Overworked Call Center appeared first on Glia Blog | Digital Customer Service Explained.
The DiJulius Group
JUNE 4, 2024
*The following post on Conducting Interviews is an excerpt from our new book, “The Employee ExperienceRevolution: Increase Morale, Retain Your Workforce, and Drive BusinessGrowth” Hiring new employees should not be your top priority. Instead, focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee.
Middlesex Consulting
JUNE 4, 2024
Introduction Every business leader wants to know how their business compares to competitors or well-known non-competitors. They also want to forecast the outcome of significant moves they are evaluating. For both reasons, the SEC 10-K for public companies is a great place to look for aftermarket KPIs. The four aftermarket KPIs I particularly like are: […] The post The Four Aftermarket KPIs Every OEM Leader Should Track appeared first on Middlesex Consulting.
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