Experience Investigators by 360Connext

JULY 17, 2024

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. This can include the customer’s opinions, complaints, suggestions, and compliments. The goal of customer feedback is to understand and meet customer needs and expectations to improve products, services, and overall customer satisfaction.

Feedback 221

Feedback Customer Journeys Social Media Net Promoter Score 221

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. But here’s the thing: while NPS can give you a quick snapshot, focusing only on the score can sometimes make you miss the bigger picture.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

Zonka Feedback

JULY 16, 2024

"It's all about listening to the customer and figuring out what they need. You can't just say, 'What do we want to sell?' You have to listen." But how? A question that we frequently get from customer experience leaders is how can they get a consolidated view and more analytical insights from the voice of the customers , especially when managing feedback across multiple locations and a large customer base.

Voice of Customer 52

Voice of Customer Tools Analytics Feedback 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

ECXO

JULY 16, 2024

To deliver a better Customer Experience, stop reading this article and go to sleep! The Magic of Sleep: Boosting Work Productivity and Improving Customer Experience If you’ve been keeping up with my articles, you’ve probably noticed my strong emphasis on continuous self-improvement and empowering individuals to provide exceptional experiences to others.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

Gainsight

JULY 18, 2024

Buying criteria for B2B companies have shifted dramatically in recent years. In fact, according to G2’s 2024 Buyer Behavior Report , buyers prioritize ease of use, ease of implementation, fast ROI, and scalability ahead of cost, features, and even security. These findings will lead many Go-to-Market (GTM) teams to adjust sales, marketing, and brand messaging to prioritize what today’s buyers really care about early in the sales cycle.

Customer Success 52

Customer Success ROI Customers Sales 52

SurveySensum

JULY 17, 2024

Did you know that Verizon’s revenue amounted to 32.48 billion U.S. dollars in the first quarter of 2024, making it the largest telecommunications company in the US and the fourth-largest telecommunications company in the world by market cap? Creating such an impact cannot be with one-time users, it requires an army of loyal customers who are not only loyal to the brand but also are volunteer brand advocates.

NPS 52

NPS Wireless Loyalty Telecommunications 52

Optimove

JULY 16, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Knowing which customers are not a good fit is just as important for brands as knowing which customers are. This insight helps refine marketing strategies and optimize campaigns more effectively. Identifying and excluding low-value, costly customers allows brands to focus on those who drive long-term value, resulting in higher ROI and more efficient use of marketing resources.

Customers 64

Customers ROI Resources Brands 64

Optimove

JULY 15, 2024

Re-engage your churned customers with this guide Download Now Why it Matters: Effective use of web inbox allows marketers to deliver personalized notifications directly to customers’ web and desktop inboxes, enhancing engagement and strengthening customer relationships. Key takeaways: Personalization at Scale: Web Inbox enables targeted messaging tailored to user behaviors and preferences.

Interaction 52

Interaction Multi-Channel How To Customer Journeys 52

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

JULY 16, 2024

Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You’ll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to f

Employee Experience 285

Employee Experience Tips Resources Strategy 285

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to.

Tips 195

Tips Management Social Media Hotels 195

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

Contact Center 177

Contact Center Customer Care Measurement Training 177

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

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

JULY 16, 2024

Curious to learn h ow Intouch Insight's data collection and analysis solutions helped a global CPG company gain actionable insights into the effectiveness of retail merchandising across various customer purchasing channels at thousands of North American locations?

Retail 156

Retail Brands Analysis Data 156

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Understanding and responding to social data and reviews to drive actionable business outcomes is crucial. Customers expect not only to be heard but also understood and swiftly responded to.

Tips 195

Tips Management Social Media Hotels 195

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

Contact Center 156

Contact Center Customer Care Measurement Training 156

AWS Machine Learning

JULY 18, 2024

This post is co-written with Maciej Mensfeld from Mend.io. In the ever-evolving landscape of cybersecurity, the ability to effectively analyze and categorize Common Vulnerabilities and Exposures (CVEs) is crucial. This post explores how Mend.io , a cybersecurity firm, used Anthropic Claude on Amazon Bedrock to classify and identify CVEs containing specific attack requirements details.

Data 128

Data Analysis Effort Score Report 128

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

Doing CX Right

JULY 19, 2024

Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.

Connections 105

Connections Tools Company Culture 105

West Monroe

JULY 15, 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 "How Silicon Valley Bank Balances Innovation & Value" on Spreaker. About the episode We tackle the innovative world of Silicon Valley Bank. From the constantly adapting services to meet the unique demands of tech companies in today’s fast-paced environment to their acquisition by First Citizens Bank.

Banking 105

Banking Innovation ROI Financial 105

Centercode

JULY 19, 2024

QA best practices are crucial for preventing service disruptions that impact essential operations and user experience.

User Experience 104

User Experience 104

AWS Machine Learning

JULY 18, 2024

Amazon Bedrock 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, Mistral AI, Stability AI, and Amazon through a single API. To equip FMs with up-to-date and proprietary information, organizations use Retrieval Augmented Generation (RAG), a technique that fetches data from company data sources and enriches the prompt to provide more relevant and accurate responses.

Knowledge Base 126

Knowledge Base Data Examples Resources 126

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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

Brandwatch CX

JULY 18, 2024

Master the art of hiring with our curated list of social media manager interview questions.

Social Media 98

Social Media Management 98

Daniel Group

JULY 15, 2024

Navigating Economic Shifts: Tracing the Evolution of CX from Agrarian Roots to the Industrial Service Economy In this video blog, Lynn Daniel, Founder and CEO, of The Daniel Group, explores the evolution of CX alongside significant economic changes, from the agrarian economy to the industrial service economy. Learn how the development of customer support within dealer networks has become crucial as products and technologies have evolved, emphasizing the importance of CX in maintaining competitiv

Industry 98

Industry Competitive Advantage Video B2B 98

West Monroe

JULY 16, 2024

Considering the ever-increasing cyberattacks facing companies today, investment in security is more important than ever—and becomes even more crucial when preparing a company for exit. With the massive financial impact seen from cyberattacks, it’s clear cybersecurity is no longer just an IT concern but a strategic business issue. Even the smallest breach can significantly impair a company's value, harm its customers, and diminish its reputation.

Healthcare 96

Healthcare Insurance Financial Policies 96

AWS Machine Learning

JULY 17, 2024

As a customer, you rely on Amazon Web Services (AWS) expertise to be available and understand your specific environment and operations. Today, you might implement manual processes to summarize lessons learned, obtain recommendations, or expedite the resolution of an incident. This can be time consuming, inconsistent, and not readily accessible. This post shows how to use AWS generative artificial intelligence (AI) services , like Amazon Q Business , with AWS Support cases, AWS Trusted Advisor ,

Resources 124

Resources Travel Data System 124

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

JULY 18, 2024

Learn how to launch your social media marketing agency. Learn strategies for client acquisition, service offerings, and scaling your business for success.

Social Media 98

Social Media Marketing How To Strategy 98

Helpware

JULY 18, 2024

Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire brands to carry out empathic and personalized interactions. There is also a plethora of other modern problem-solving methodologies out there and we think it is the perfect time to take a look at what customer support looks like in 2024.

Trends 89

Trends Customer Service Customers Interaction 89

Beyond Philosophy

JULY 19, 2024

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

How To 88

How To Policies System Financial 88