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Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them.
One key insight I’ve gleaned from our ongoing interviews with CX professionals is that changing the order of the questions you ask can change your entire perspective on measuring the customer journey. By that, I mean the change that occurs when instead of asking yourself, “What metric am I trying to track?” at the outset, […]. The post Are Your CX Questions Out of Order?
If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. In the customer experience industry, we call capturing customer feedback a “voice of customer” program, and at InMoment—we know that it’s not enough to capture feedback, you need to capture it, understand it, take action, and make sure customers know t
You don’t have to be good at everything to be a good leader. Effective leadership development focuses on the mindset, key skills and competencies they need for their particular role. That said, there are some qualities that cut across the board. If you had to come up with analogy for learning and development in today’s environment, it would be this: A dish is only as good as the quality and combination of its ingredients.
Your financial statements hold powerful insights—but are you truly paying attention? Many finance professionals focus on the income statement while overlooking key signals hidden in the balance sheet and cash flow statement. Understanding these numbers can unlock smarter decision-making, uncover risks, and drive long-term success. Join David Worrell, accomplished CFO, finance expert, and author, for an engaging, nontraditional take on reading financial statements.
“The best way to predict the future is to invent it.” – Alan Kay. “It’s tough to make predictions, especially about the future.” – Yogi Berra. Given the uncertainty right now, it’s hard to predict what will happen in January—let alone all of 2023. But here goes nothing … here are 10 Customer Success (CS) predictions for 2023 by Nick Mehta, CEO of Gainsight. 1.
Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product.
Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base. . – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY. . And that’s where VOC comes into the picture. So, what is VOC? Voice of Customer (VOC) – Brief.
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.
The incorporation of technology into practically every facet of human life is unavoidable. In addition to altering our shopping habits, it is also influencing how we interact with social media, engage in games, and consume media. Those who can’t or won’t adjust to new circumstances will inevitably fall behind. In today’s dynamic marketplace, staying current is essential.
What do expert survey builders know that makes them so successful? Well, they’re always designing with the end in mind. From the very beginning, they’re thinking about outcomes such as: Why does this matter to my customers? How will I act on this feedback? What will my business gain? Strong and insightful surveys help businesses understand what they are getting right and where they need improvement.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!
I can hardly believe it.but CX Accelerator has been a thing for five years. What started as a simple social experiment has made a real difference in the CX space. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? To equip, encourage, and connect Customer Experience professionals at every stage in their journey.
Here’s an interesting question for B2B companies that use Net Promoter Score to get feedback from their clients: Scenario : You run a B2B company that sells software. Who should you survey? Should you ask your key contact to complete your NPS survey, or should you send it to every user that engages with your product? Based on our reading, it seems that the majority of Net Promoter Score users believe it’s best to survey your key contact.
The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process. With frequent shifts in risk correlations, unexpected sources of volatility, and increasing competition from passive strategies, asset managers are employing a broader set of third-party data sources to gain a competitive edge and improve risk-adjusted returns.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.
TechSee, Whose Platform is Built on AWS, Now Pivots to Deliver Deeper Visual Solutions for the AWS Customer Network. New York, NY, December 21, 2022 – TechSee, a visual engagement and computer vision platform, announced today it is joining Amazon Web Services’ (AWS) Partner Network , deepening the relationship between the two companies.
You might be wondering if Google reviews help your ranking and boost SEO. The answer is a resounding yes. A strong online presence is absolutely necessary for gaining new customers. If people can’t find you online, they can’t do business with you. Customer reviews are directly linked to how easily people can find your business online. In this article, we’ll explain exactly how Google reviews can help improve your search ranking and SEO efforts.
This three-part series demonstrates how to use graph neural networks (GNNs) and Amazon Neptune to generate movie recommendations using the IMDb and Box Office Mojo Movies/TV/OTT licensable data package, which provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries.
Speaker: Alexa Acosta, Director of Growth Marketing & B2B Marketing Leader
Marketing is evolving at breakneck speed—new tools, AI-driven automation, and changing buyer behaviors are rewriting the playbook. With so many trends competing for attention, how do you cut through the noise and focus on what truly moves the needle? In this webinar, industry expert Alexa Acosta will break down the most impactful marketing trends shaping the industry today and how to turn them into real, revenue-generating strategies.
Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.
If you’re looking to reach page one of Google organically, then you might have come across different SaaS content marketing strategies. At DemandJump, we love to offer content ideas for SaaS companies by providing guides on content marketing and examples of how it all works.
In 2023, marketers will use AI to unlock creativity and personalization. In the past, AI was owned by data scientists, but now marketers can easily access and use AI. In 2023, marketers are the data artists, combining creativity with data and AI, for intelligent customer engagement. Let’s dive into four key areas that will drive customer engagement in the coming months. .
Customer service interactions often contain personally identifiable information (PII) such as names, phone numbers, and dates of birth. As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. However, the presence of PII information often restricts the use of this data.
Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product. But do you know whether the experience you provide to the users satisfies them or not? Do you know how they perceive that experience and what they think about you and your product?
Software-as-a-Service (SaaS) companies are continuing to take off right now, with around 25,000 SaaS companies established and lots of projected growth worldwide. With all the job opportunities this industry offers, many people are contemplating getting in on the action and training to work in SaaS.
With nearly 1.4 billion monthly users, Instagram is the fourth most popular social media platform in the world. Thanks to its massive user base, Instagram is one of the most powerful platforms for businesses around the world. If you’re looking to improve your online presence, increase web traffic, and increase online leads, Instagram is definitely the place to be.
The IMDb and Box Office Mojo Movies/TV/OTT licensable data package provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries. Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Today’s work world is more challenging than ever, with 37% of executives putting in longer hours than pre-pandemic and a whopping 75% reporting job-related physical and mental health issues. They are either already experiencing burnout or are pretty far down the path. A 2021 Gallup survey revealed feelings of depletion and exhaustion were already being.
If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.
Digital marketing is the perfect fit for a Software-as-a-Service (SaaS) business. Since SaaS products are used in the digital landscape, focusing on digital marketing is the right way to reach a SaaS company’s target audience. In this blog, we’ll focus specifically on SaaS content marketing. This will likely give you a better return on your investment than paid ads alone in the super competitive SaaS market.
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