Daniel Group

JUNE 25, 2024

What’s Next In B2B CX? Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like it. Let me know what you think. At the end of the video, there’s my contact information, so feel free to let me know. I wanna spend some time today just talking about where we see CX in the marketplace, how it’s standing with with the clients we’re working with, and some of the trends we see.

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B2B Video Trends Customer Experience 105

SurveySensum

JUNE 26, 2024

Did you know that Amazon has over 310 million active users globally? I am sure you have shopped from Amazon at least once in the past month. But have you ever stopped to wonder why Amazon has such a huge loyal customer base? So much so that 56% of consumers start their online search with Amazon. Well, it’s because of a customer satisfaction metric called Net Promoter Score.

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NPS Loyalty Net Promoter Score Effort Score 52

COPC

JUNE 24, 2024

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.

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Self Service Customer Experience Effort Score Net Promoter Score 79

BlueOcean

JUNE 27, 2024

The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. Read on! What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the en

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Customer Experience Contact Center Customer Centricity Leadership 156

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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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IntouchInsight

JUNE 25, 2024

It's a common misconception that Mystery Shopping, Customer Feedback Surveys, and Reputation Management all deliver the same insights into the customer journey. This belief can result in overlooking important aspects of the customer experience.

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Survey Feedback Management Customer Journeys 156

Upstream Works

JUNE 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.

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Gainsight

JUNE 26, 2024

If you’re looking to turn your Customer Success (CS) team into a proactive, scalable, revenue-generating machine, then don’t sleep on Hubspot’s new podcast, This is Growth. Hosted by Daphne Costa Lopes, Director of CS, Hubspot, This is Growth helps SaaS businesses scale using customer-led growth strategies. The most recent episode explores the art of defining and measuring customer value—featuring our own expert on the subject, Tori Jeffcoat, Senior Manager, Marketing Strategy, CS an

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Self Service Metrics Customer Success Measurement 52

Experience Investigators by 360Connext

JUNE 25, 2024

Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.

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Tips Survey Customer Journeys Customer relationships 210

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

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Customer Experience Social Media Loyalty Connections 174

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

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights.

Strategy 371

Strategy Customer Experience Net Promoter Score Customer Centricity 371

ECXO

JUNE 23, 2024

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

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Customer Centricity Culture Customer Journeys Customer Satisfaction 348

C3Centricity

JUNE 24, 2024

Insight development is based on gathering information, then data integration and analysis. However, organisations often find this challenging due to multiple sources, formats and time scales. Do you? Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable.

Data 157

Data Analysis Brands Survey 157

Lumoa

JUNE 28, 2024

Lumoa Product News for June 2024 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! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

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Knowledge Base Analysis Survey Video 195

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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.

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InMoment XI

JUNE 24, 2024

With the increased adoption of AI in business across all industries, there has also been a rise in text mining and analytics. This software, which exists as an extension of AI and natural language processing (NLP), is used to gather insights from unstructured text data in order to make informed business decisions. If your business has reached the need to purchase text analysis software , you are more than likely comparing third-party evaluations as part of your research process.

Analytics 195

Analytics How To Roadmap Knowledge Base 195

ECXO

JUNE 25, 2024

02 6 The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

Customer Experience 156

Customer Experience Automotive Fashion Innovation 156

IntouchInsight

JUNE 24, 2024

This June, we're excited to announce two new updates designed to enhance the IntouchCheck® user experience. These updates focus on improving the efficiency and usability of managing follow-ups and editing checklists. Additionally, we are introducing four new IntouchCheck® Templates to help streamline your operations.

User Experience 156

User Experience Management 156

TechSee

JUNE 25, 2024

AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.

Self Service 124

Self Service Analysis Training Insurance 124

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

Retently

JUNE 24, 2024

Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.

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Survey Groups Trends Culture 137

Alida

JUNE 24, 2024

In this blog you’ll learn how researchers can have more impact and practical tips for driving alignment across the business.

Tips 130

Tips Customer Insights Customers 130

AWS Machine Learning

JUNE 25, 2024

Large language models (LLMs) enable remarkably human-like conversations, allowing builders to create novel applications. LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. However, the implementation of LLMs without proper caution can lead to the dissemination of misinformation , manipulation of individuals, and the generation of undesirable outputs such as harmful slurs or biased content.

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Chatbots Examples Metrics Policies 129

TechSee

JUNE 27, 2024

In the rapidly evolving world of artificial intelligence, safety is paramount. Businesses increasingly turn to AI to streamline operations, enhance customer experience, and drive efficiency. However, as AI systems become more sophisticated, ensuring their safety becomes more complex. Sophie AI stands at the forefront of this technological revolution, offering robust solutions to ensure safety through its cutting-edge multimodal AI capabilities.

Contact Center 109

Contact Center Multi-Channel Self Service Chatbots 109

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

MiaRec

JUNE 27, 2024

Imagine, a world where language is no longer a barrier in customer service. Many contact centers already offer multiple language options to their customers. With MiaRec's AI-powered Conversation Intelligence and Auto QA solutions, contact centers are now able to analyze 100% of those calls in 98 languages. This groundbreaking development marks a monumental leap forward for global businesses striving to deliver exceptional customer experiences across diverse linguistic landscapes.

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Contact Center Customer Service Customer Experience Customers 103

Beyond Philosophy

JUNE 28, 2024

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

Sports 88

Sports Customer Experience Customer Experience Design Examples 88

AWS Machine Learning

JUNE 26, 2024

This post is a follow-up to Generative AI and multi-modal agents in AWS: The key to unlocking new value in financial markets. This blog is part of the series, Generative AI and AI/ML in Capital Markets and Financial Services. Financial analysts and research analysts in capital markets distill business insights from financial and non-financial data, such as public filings, earnings call recordings, market research publications, and economic reports, using a variety of tools for data mining.

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Data Knowledge Base Financial Groups 123

The DiJulius Group

JUNE 24, 2024

“A great leader’s goal should be that every long-term employee considers their decision to join this company as one of the best decisions of their life.” –John R. DiJulius II *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth A great company. Read Full Article The post Be One of The Best decisions Your Employees Ever Made appeared first on The DiJulius Group.

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Employee Experience Groups Company 91

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

Help Scout

JUNE 27, 2024

When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.

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Beyond Philosophy

JUNE 27, 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: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.

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Customer Experience Resources Brands Financial 78

AWS Machine Learning

JUNE 25, 2024

Extracting valuable insights from customer feedback presents several significant challenges. Manually analyzing and categorizing large volumes of unstructured data, such as reviews, comments, and emails, is a time-consuming process prone to inconsistencies and subjectivity. Scalability becomes an issue as the amount of feedback grows, hindering the ability to respond promptly and address customer concerns.

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Analysis Feedback Ecommerce System 124