C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

MAY 17, 2024

Maintaining customer loyalty has become increasingly challenging in today’s digital-first environment. According to Stanford Swinton, Executive VP at Bain & Company and Founder at NPSx by Bain in Company, we’re witnessing the dawn of the “Third Wave of CX” But what does this mean for CX leaders? In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape

Loyalty 195

Loyalty Brands Net Promoter Score Omni-Channel 195

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience.

Net Promoter Score 78

Net Promoter Score NPS Effort Score Ecommerce 78

CX University

MAY 13, 2024

Imagine a world where your favorite retail store had a virtual assistant waiting at the door, ready to greet you, understand your needs, and guide you seamlessly through your shopping experience. This is the reality that chatbots are bringing to the forefront of customer service. Just as the invention of the ATM revolutionized banking by providing 24/7 access to financial services, chatbots are transforming the way companies interact with their customers, offering instant support, personalized r

Chatbots 52

Chatbots Customer Experience Wait Times Study 52

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

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 341

Technology Customer Experience CEM Contact Center 341

Zonka Feedback

MAY 16, 2024

Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.

Conference 59

Conference Trends Customer relationships Technology 59

Help Scout

MAY 14, 2024

Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.

Customer Service 53

Customer Service Customers Interaction Customer Experience 53

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

Interactions

MAY 15, 2024

Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. In today’s dynamic landscape of customer service and contact center experience, where every interaction counts, businesses must strive to not just meet but exceed customer expectations.

Customer Experience 62

Customer Experience Self Service Chatbots Interaction 62

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

Lumoa

MAY 16, 2024

Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.

Tools 195

Tools Banking Software Data 195

InMoment XI

MAY 14, 2024

In the healthcare industry, your reputation is built on trust and credibility. And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never been more important for healthcare organizations. What is Healthcare Reputation Management? Healthcare reputation management refers to the strategic process of monitoring, influencing, and maintaining the perceptions and opinions about a healthcare provider or organization within its target audience.

Healthcare 195

Healthcare Management Hospitality Analysis 195

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

ECXO

MAY 14, 2024

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. Gone are the days when businesses primarily categorized their operations as Business-to-Business (B2B) or Business-to-Consumer (B2C).

B2C 156

B2C B2B Leadership Culture 156

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

IntouchInsight

MAY 14, 2024

When it comes to quick-serve restaurants (QSR), one thing is clear: customers crave speed, convenience, and good food. But with an overwhelming amount of information available to help restaurant operators please guests, how to know what really works?

Guest Experience 156

Guest Experience Data How To Report 156

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Brands 147

Brands Social Media Customer Service Marketing 147

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. Companies that prioritize customer experience are more likely to retain their customers and attract new ones. However, delivering candid feedback to customers can be challenging.

Feedback 156

Feedback Customer Experience Examples System 156

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

Experience Investigators by 360Connext

MAY 14, 2024

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu

Culture 143

Culture Customer relationships Innovation Resources 143

AWS Machine Learning

MAY 15, 2024

Crafting new questions for exams and quizzes can be tedious and time-consuming for educators. The time required varies based on factors like subject matter, question types, experience level, and class level. Multiple-choice questions require substantial time to generate quality distractors and ensure a single unambiguous answer, and composing effective true-false questions demands careful effort to avoid vagueness and assess deeper understanding.

Effort Score 142

Effort Score Resources Banking Sports 142

BlueOcean

MAY 16, 2024

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

Case Study 156

Case Study Customer Retention Study Training 156

Totango

MAY 15, 2024

“AI may not replace me, but AI will definitely change the way I work.” This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. As CS grapples with rapidly evolving AI opportunities, executives from top companies gathered to share their hot takes on the advancements that will shape the future of the industry.

Interaction 110

Interaction Customer Success Conference Industry 110

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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.

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MiaRec

MAY 11, 2024

In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. The constant stress and lack of work-life balance can result in agent burnout.

Contact Center 105

Contact Center Employee Experience Training Customer Experience 105

AWS Machine Learning

MAY 17, 2024

Generative AI is a type of artificial intelligence (AI) that can be used to create new content, including conversations, stories, images, videos, and music. Like all AI, generative AI works by using machine learning models—very large models that are pretrained on vast amounts of data called foundation models (FMs). FMs are trained on a broad spectrum of generalized and unlabeled data.

Effort Score 135

Effort Score System Video Examples 135

The DiJulius Group

MAY 15, 2024

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered. Read Full Article The post 156: The Famous Way appeared first on The DiJulius Group.

Groups 98

Groups Customer Service Company Customers 98

Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Innovation 101

Innovation Call Recording Conference Tools 101

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

Integrity Solutions

MAY 14, 2024

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

Sales 95

Sales Exercises Communication ROI 95

AWS Machine Learning

MAY 13, 2024

In part 1 of this blog series, we discussed how a large language model (LLM) available on Amazon SageMaker JumpStart can be fine-tuned for the task of radiology report impression generation. Since then, Amazon Web Services (AWS) has introduced new services such as Amazon Bedrock. This is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading artificial intelligence (AI) companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon throu

Report 134

Report Healthcare Knowledge Base Examples 134

The DiJulius Group

MAY 14, 2024

How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How

How To 98

How To Groups Examples Customer Service 98