DCX

OCTOBER 15, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. Thank you! A huge shoutout to my Premium subscribers who generously support the DCX Newsletter through their subscriptions or by expensing it as a valuable educational resource. If you intend to expense the publication, feel free to utilize a version of this email template. —Welcome to the DCX Newsletter— Here's a sneak peek of the myths on the chopping block: The customer is always right.

Self Service 52

Self Service Customer Centricity Culture Connections 52

ECXO

OCTOBER 14, 2024

CX Awareness. How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?

Customer Centricity 156

Customer Centricity Customer Journeys Effort Score Touchpoint 156

IntouchInsight

OCTOBER 15, 2024

As the leading benchmark for drive-thru execution standards, this year’s Annual Drive-Thru Study examined a new and rapidly evolving area: the impact of AI on order-taking. We couldn't pass up the chance to dive into how this technology is shaping the future of drive-thru experiences.

Customer Experience 156

Customer Experience Study Technology Customers 156

Blueshift

OCTOBER 14, 2024

With Black Friday and Cyber Monday quickly approaching, businesses are gearing up to capture customers’ attention during one of the most profitable holidays for e-commerce. One of the biggest opportunities lies in reactivating dormant customers—existing customers who haven’t engaged or purchased in a while. These customers are valuable because they’ve already shown interest in your brand.

Strategy 105

Strategy Engagement Customers Marketing 105

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

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. With the help of the tried-and-tested customer feedback questionnaire, businesses can take the first step toward boosting satisfaction, retention, and brand reputation.

Feedback 260

Feedback Effort Score Survey Customers 260

InMoment XI

OCTOBER 15, 2024

What Are AI-Generated Reviews? AI-generated reviews are written by artificial intelligence models, like ChatGPT, or algorithms instead of the customers. These AI tools analyze existing review data to produce new, human-like content that mimics genuine customer feedback. In some cases, companies use AI-generated reviews as a quick way to boost their brand’s star rating and review volume on platforms like Google, Yelp, and Facebook and fill in the gaps where customer feedback is sparse.

How To 260

How To Feedback Tools Contact Center 260

ECXO

OCTOBER 17, 2024

The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option In the medical devices industry, encompassing leaders like Medtronic, Abbott, Johnson & Johnson, and innovative players like Tandem, maintaining a flawless customer experience is not just a priority—it’s a necessity. Unlike other industries, where a lapse in service may cause inconvenience, in healthcare, it can mean the difference between life and death.

Customer Experience 368

Customer Experience Healthcare Innovation System 368

Zeisler Consulting

OCTOBER 15, 2024

Having spent a lot of time in education—corporately doing plenty of L&D work, having had lots of clients delivering workshops and such, and of course as a professor—I’m intrigued by how folks learn. What’s lost on a lot of educators, unfortunately, I’ve found, is the purpose of education in the first place. Now, I don’t mean ‘capital-E’ “ Education ”, in the sense of higher-level pedagogical high-falutin’ smart-guy how-to-teach-people stuff (as its own profession, say).

Tools 93

Tools Course Brands Training 93

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get

Contact Center 156

Contact Center Employee Engagement Culture Training 156

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

InMoment XI

OCTOBER 14, 2024

Sending survey requests to your customers is a great way to collect feedback and show them that you’re willing to listen. However, excessive survey requests can backfire, and you will notice a decline in both the quality and number of responses you receive over time. This drop is a result of survey fatigue, a growing concern for businesses looking to embrace the customer-centric approach.

Survey 260

Survey How To Hospitality Feedback 260

C3Centricity

OCTOBER 15, 2024

Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises. These challenges stem from the need to balance growth, operations, and innovation while competing with both larger firms and more agile startups. Here are the top ten challenges mid-sized consumer goods companies face, real-world examples of businesses that have successfully overcome these obstacles, and expanded solutions explaining how to implement

Company 156

Company e-support Innovation Consumers 156

Experience Investigators by 360Connext

OCTOBER 15, 2024

Ever felt like you’re juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals.

Resources 143

Resources Strategy Interaction Customer Experience 143

Comm100

OCTOBER 13, 2024

The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. Recently, Phil Chatterton, our VP of Partnerships, hosted a webinar with two experts, Jonathan Michaels, the former VP of Strategic Alliances at the American Gaming Association, and Dani Milkova, the CEO of Rakia Media, to discuss how iGaming companies can better engage their players, especially as new technologi

Self Service 130

Self Service Chatbots Social Media Wait Times 130

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

TechSee

OCTOBER 15, 2024

Bringing Visual AI to Salesforce Agentforce, Einstein Bots, and Flows In today’s fast-paced, customer-centric world, businesses must innovate to meet customer expectations. Despite a growing demand for personalized experiences, 61% of customers feel undervalued. Companies must invest in technologies that streamline service and deliver genuinely personalized interactions to demonstrate their worth.

Self Service 124

Self Service Video Customer Satisfaction Contact Center 124

Beyond Philosophy

OCTOBER 18, 2024

Hurricane Debbie dumped 17 inches of water in Colin’s home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The experience has been emotionally draining, especially since they didn’t have flood insurance, making the cost of repairs overwhelming.

Self Service 88

Self Service How To Insurance Customers 88

AWS Machine Learning

OCTOBER 14, 2024

With recent advances in large language models (LLMs), a wide array of businesses are building new chatbot applications, either to help their external customers or to support internal teams. For many of these use cases, businesses are building Retrieval Augmented Generation (RAG) style chat-based assistants, where a powerful LLM can reference company-specific documents to answer questions relevant to a particular business or use case.

Chatbots 116

Chatbots Healthcare System Connections 116

Northridge Group

OCTOBER 14, 2024

Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon of AI integration and leveraging more automation technology to manage labor demands. WFM processes, positioning within the business, empowerment and data alignment is more important than ever before. Siloed and […] The post The Importance of Involving Leadership Teams in Workforce Planning first appeared on Northridge Group.

Leadership 109

Leadership Groups Data Technology 109

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Customer Experience

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Beyond Philosophy

OCTOBER 17, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.

Feedback 78

Feedback Tips Survey Customers 78

Middlesex Consulting

OCTOBER 16, 2024

Why Do People Buy B2B Service Contracts Before we discover why people fail to renew service contracts, we must understand why they buy them. Before COVID, the people who purchased service contracts were at the Manager level. They were responsible for ensuring the equipment created the value they expected when placing their original purchase order. […] The post Discover the Reasons People Fail to Renew Service Contracts appeared first on Middlesex Consulting.

B2B 78

B2B Consulting Management Strategy 78

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems.

Customer Service 83

Customer Service Customer Service Training Customers Customer Experience 83

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

How To

AWS Machine Learning

OCTOBER 17, 2024

With the advent of generative AI and machine learning, new opportunities for enhancement became available for different industries and processes. During re:Invent 2023, we launched AWS HealthScribe , a HIPAA eligible service that empowers healthcare software vendors to build their clinical applications to use speech recognition and generative AI to automatically create preliminary clinician documentation.

Consulting 83

Consulting Healthcare Chatbots Trends 83

The DiJulius Group

OCTOBER 14, 2024

The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they.

Culture 95

Culture How To Training Groups 95

Thematic

OCTOBER 17, 2024

Between 80-90% of the world’s data is unstructured. That includes customer reviews, social media posts, chat messages, and emails. Making sense of this data can be challenging, especially when you factor in jokes, sarcasm, and other complexities of human language. Sentiment analysis tools help turn this messy data into clear insights, revealing how people actually feel.

Analysis 62

Analysis Tools Social Media Multi-Channel 62

ShepHyken

OCTOBER 14, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?

Customer Centricity 80

Customer Centricity Strategy Measurement Culture 80

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

Management

Blake Morgan

OCTOBER 15, 2024

                                                                               The Modern Customer Podcast has reached a major milestone—its 400th episode! Over the years, this podcast has become a key source of insights from customer-focused leaders around the world.

Leadership 72

Leadership Self Service Airlines Travel 72

AWS Machine Learning

OCTOBER 15, 2024

We’re excited to announce the release of SageMaker Core , a new Python SDK from Amazon SageMaker designed to offer an object-oriented approach for managing the machine learning (ML) lifecycle. This new SDK streamlines data processing, training, and inference and features resource chaining, intelligent defaults, and enhanced logging capabilities. With SageMaker Core, managing ML workloads on SageMaker becomes simpler and more efficient.

Resources 77

Resources Training Financial Sports 77

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.

Sales 62

Sales Customer Success ROI Tips 62