InMoment XI

SEPTEMBER 9, 2024

What is Customer Experience Consulting? Customer experience consulting is a specialized service that helps businesses enhance the experiences they provide to their customers across every touchpoint—from the initial awareness stage to post-purchase support. But what does that really mean for your business? Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations.

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Zonka Feedback

SEPTEMBER 10, 2024

Customer experience is no longer just a competitive advantage—it’s the backbone of successful companies. In fact, 86% of buyers are willing to pay more for a great experience, yet only 1 in 3 companies actually deliver on customer expectations. The gap? Disconnected feedback systems that fail to provide real-time, actionable insights.

System 52

System Competitive Advantage Feedback How To 52

InteractionMetrics

SEPTEMBER 9, 2024

If you ask your marketing team, “What’s our brand?” they’ll give you principles wrapped up in a snappy slogan. Ask them how they allocate their budget, and they’ll list ads, social media, and conference costs. But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service.

Customer Service Strategies 52

Customer Service Strategies Strategy Brands Customer Service 52

Gainsight

SEPTEMBER 9, 2024

Customer Success (CS) has always been about more than just keeping customers happy; it’s about ensuring they achieve their desired outcomes. But let’s be honest—traditional methods of gauging customer health and engagement often feel like trying to predict the weather with a sundial. Were those methods ever really accurate or effective? Chances are, as a CS leader, you’ve seen a green health account churn seemingly out of the blue.

Customer Success 52

Customer Success Net Promoter Score Government NPS 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

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? Introduction: The Vital Role of Employees in Driving Innovation In today’s business landscape, innovation is no longer a luxury—it’s a necessity.

Innovation 365

Innovation e-support Culture Customer Centricity 365

SurveySensum

SEPTEMBER 11, 2024

The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes.

Analytics 52

Analytics Customer Experience Social Media Omni-Channel 52

The DiJulius Group

SEPTEMBER 9, 2024

A Selling Experience Formula Selling has never been more difficult in today’s crowded market, where it is hard to tell one company, service, & product from another. A great company must train its sales teams to differentiate within the first few moments of contact with a potential buyer through the entire sales process. You are. Read Full Article The post The Formula That Turns Selling Into An Experience appeared first on The DiJulius Group.

Groups 98

Groups Sales Training Marketing 98

Blake Morgan

SEPTEMBER 10, 2024

                                                                           Northwestern Mutual, a financial services company with over 165 years of history, is setting a new standard for customer experience by embracing cutting-edge technology without losing sight of its legacy.

Leadership 59

Leadership Customer Experience Financial Culture 59

Doing CX Right

SEPTEMBER 9, 2024

Is the healthcare system truly patient-centered? Learn strategies to improve patient access, leverage behavioral science, and use AI responsibly. Listen to Doing CX Right Podcast Ep. 145 with host Stacy Sherman and Pfizer Customer Experience Leader, Miya Grey. The post Transforming Healthcare – Proven Customer Experience Strategies appeared first on Doing CX Right.

Healthcare 64

Healthcare Strategy Customer Experience System 64

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

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. However, it can be difficult to measure these types of factors and produce usable data. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Customers Measurement 195

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

IntouchInsight

SEPTEMBER 10, 2024

Get your retail store ready for the holiday shopping season. Uncover insights into consumer holiday shopping behavior and get strategies to maximize sales.

Retail 156

Retail Sales Consumers Strategy 156

ShepHyken

SEPTEMBER 10, 2024

In a recent Amazing Business Radio episode, I interviewed Rony Vexelman, the VP of marketing at Optimove , who said, “Companies that put their customers at the center are the companies that are outperforming their competition.” Who would disagree with that statement? Well, Heather Quick Ginevan did, and she included a great explanation in just one sentence.

Employee Experience 146

Employee Experience Customer Service Training Culture Consulting 146

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

AWS Machine Learning

SEPTEMBER 12, 2024

Organizations generate vast amounts of data that is proprietary to them, and it’s critical to get insights out of the data for better business outcomes. Generative AI and foundation models (FMs) play an important role in creating applications using an organization’s data that improve customer experiences and employee productivity. The FMs are typically pretrained on a large corpus of data that’s openly available on the internet.

System 132

System Data Knowledge Base Travel 132

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? The RFP questions listed below provide you with a comprehensive guide on how you can structure the request and the actual questions you can add to your RFP. We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BirdEye

SEPTEMBER 11, 2024

In light of the Federal Trade Commission’s (FTC) recent ruling against fake reviews and deceptive testimonials, it’s essential for businesses to understand the implications and how they can ensure compliance. At Birdeye, we are fully committed to supporting our clients in navigating these new regulations while continuing to enhance their online reputations with integrity.

Social Media 111

Social Media Guidelines Feedback Tools 111

Kapta Customer Success

SEPTEMBER 10, 2024

Discover how integrating a dedicated account management strategy enhances the 'land and expand' approach, transforming initial wins into lasting partnerships and sustained growth.

Sales 98

Sales Strategy Management CRM 98

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

AWS Machine Learning

SEPTEMBER 13, 2024

Intricate workflows that require dynamic and complex API orchestration can often be complex to manage. In industries like insurance, where unpredictable scenarios are the norm, traditional automation falls short, leading to inefficiencies and missed opportunities. With the power of intelligent agents, you can simplify these challenges. In this post, we explore how chaining domain-specific agents using Amazon Bedrock Agents can transform a system of complex API interactions into streamlined, adap

System 130

System Insurance Policies Knowledge Base 130

Blueshift

SEPTEMBER 9, 2024

For e-commerce and direct-to-consumer brands , the ability to deliver personalized experiences across multiple channels is no longer just a trend – it’s a competitive necessity. Personalization strategies that adapt to customer behavior and preferences can lead to higher engagement, increased customer loyalty, and, ultimately, more sales.

Sales 92

Sales Trends Loyalty Consumers 92

BirdEye

SEPTEMBER 13, 2024

Have you ever thought about how people might be searching for your products or services? Chances are, they’re not just typing keywords into a Google Maps search bar anymore. They’re talking to their phones, their smart speakers, and even their laptops. That’s right, voice search is on the rise, and it’s changing the way we interact with businesses.

Social Media 105

Social Media Examples Video Healthcare 105

ShepHyken

SEPTEMBER 9, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? What are the potential long-term effects of prioritizing cost reduction in customer service? Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution?

Customer Service 86

Customer Service Leadership Contact Center Customer Engagement 86

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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

AWS Machine Learning

SEPTEMBER 12, 2024

In this post, we discuss how generative artificial intelligence (AI) can help health insurance plan members get the information they need. Many health insurance plan beneficiaries find it challenging to navigate through the complex member portals provided by their insurance plans. These portals often require multiple clicks, filters, and searches to find specific information about their benefits, deductibles, claim history, and other important details.

Healthcare 126

Healthcare Insurance Data Examples 126

Beyond Philosophy

SEPTEMBER 13, 2024

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.

Case Study 78

Case Study Call Center Wait Times Leadership 78

BirdEye

SEPTEMBER 9, 2024

Despite the rise of new social media platforms, Google and YouTube continue to reign supreme, especially when it comes to video marketing. A well-crafted YouTube channel can help your business improve brand awareness, reach a larger audience, and generate higher traffic to your website. However, it is not just about creating and uploading videos. Your team must know how to promote your YouTube channel to truly harness the power of the platform.

Tips 105

Tips Social Media Multi-Channel Video 105

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

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

AWS Machine Learning

SEPTEMBER 12, 2024

Llama 3, Meta’s latest large language model (LLM), has taken the artificial intelligence (AI) world by storm with its impressive capabilities. As developers and businesses explore the potential of this powerful model, crafting effective prompts is key to unlocking its full potential. In this post, we dive into the best practices and techniques for prompting Meta Llama 3 using Amazon SageMaker JumpStart to generate high-quality, relevant outputs.

Travel 121

Travel Policies System Examples 121

Beyond Philosophy

SEPTEMBER 12, 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: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I did. One of our podcast listeners questioned the ethics of leveraging a sense of urgency as a marketing tactic, which had me pondering the meaning of life, the universe, and everything.

Marketing 78

Marketing Video Resources Airlines 78

Forrester's Customer Insights

SEPTEMBER 9, 2024

Most of the hype and boardroom enthusiasm for genAI stems from the belief that AI machines will automate the repeatable tasks that people used to do, thereby saving firms money with fewer employees doing more work. While we believe that’s true for rote knowledge tasks and some knowledge worker roles, it’s not really the point.

Customers 71

Customers 71