DCX

AUGUST 13, 2024

Weekly inspiration, education, and coaching for customer-obsessed leaders. The DCX Newsletter is a reader-supported publication. Please consider joining the community as a paid subscriber to support the continued creation of posts like this. Get 30 day free trial Welcome to the DCX Newsletter Here's a sneak peek of what's in store: The "Customer First" Fairy Tale Departmental Hunger Games The Tech Time Machine The New Customer Gold Rush The Channel Chaos Theory The ROI Riddle Quarterly Tunnel Vi

ROI 52

ROI e-support Touchpoint Course 52

InMoment XI

AUGUST 14, 2024

Unlock the full potential of your customer feedback with InMoment’s AI-powered solutions. Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. What Is AI Customer Feedback? In today’s fast-paced business landscape, understanding customer sentiment and feedback is more critical than ever.

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Feedback Customer Experience Social Media Hotels 195

ECXO

AUGUST 12, 2024

Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strength

User Experience 393

User Experience Case Study Financial e-support 393

SurveySensum

AUGUST 14, 2024

Do you want to improve your customer experience but don’t know where to start? Why not start by talking to your customers? Having a decent conversation with your customers, and taking their feedback might sound basic but it is as important as designing elaborate campaigns. This is important because your customers might be leaving you silently after bad experiences and you have no clue about it.

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Communication Tools Management Social Media 52

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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

ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions.

Customer Experience 359

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eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

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e-support Innovation Customer Centricity Loyalty 447

Beyond Philosophy

AUGUST 15, 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: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.

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Effort Score Healthcare Examples System 78

Retently

AUGUST 15, 2024

Imagine browsing your favorite online store, filling up your cart with everything you need, and then… something goes wrong. Maybe the checkout process is confusing, or you’re faced with unexpected import duties or shipping or return fees. Frustrating, right? That’s when you reach out to customer support, hoping for a quick fix. Now, think about how you’d feel if, after that interaction, the store reached out to ask about your experience and actually used your feedback to make things better

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InMoment XI

AUGUST 13, 2024

What is Conversation Intelligence Software? Conversation intelligence software represents platforms with conversation intelligence capabilities to analyze conversations from various communication channels. This includes phone calls, emails, chat messages, and social media interactions. This software can extract valuable insights from these conversations by leveraging natural language processing (NLP) and machine learning algorithms.

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Software Social Media Analytics Return on Investment 195

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

Experience Investigators by 360Connext

AUGUST 13, 2024

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

Customer Journeys 318

Customer Journeys Touchpoint Resources Feedback 318

ECXO

AUGUST 14, 2024

Listen to your canary During the late 19th and early 20th centuries, coal mining was an essential industry, providing fuel for various industries and households. However, mining was an inherently dangerous job, primarily due to the presence of toxic gases like carbon monoxide, methane, and others that could accumulate in the mines. Miners needed a reliable and early warning system to detect these hazardous gases.

Exceptional Customer Service 235

Exceptional Customer Service Exercises Training Financial 235

BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. The math provides us with insights on how to improve the customer experience and gain greater value for the client. We’re constantly asking questions like, how fast are agents answering calls (Average Speed to Answer)?

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Call Center Metrics Measurement Average Handle Time 156

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. However, as businesses try to adopt digital business strategies, most aren’t finding success. Research shows that 70% of digital deployments fail to meet their goals.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 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.

Voice of Customer

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

Engagement 174

Engagement Communication Customers Interaction 174

AWS Machine Learning

AUGUST 15, 2024

QnABot on AWS (an AWS Solution) now provides access to Amazon Bedrock foundational models (FMs) and Knowledge Bases for Amazon Bedrock , a fully managed end-to-end Retrieval Augmented Generation (RAG) workflow. You can now provide contextual information from your private data sources that can be used to create rich, contextual, conversational experiences.

Chatbots 127

Chatbots Knowledge Base Customer Experience Multi-Channel 127

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

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Customer Success Data Strategy Tips 109

Doing CX Right

AUGUST 11, 2024

Are you curious about the ROI of AI? New research reveals surprising ways AI is transforming customer and employee experiences. Read article and apply lessons. The post The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences appeared first on Doing CX Right.

ROI 105

ROI Employee Experience Customer Experience Customers 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

Beyond Philosophy

AUGUST 16, 2024

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple of helpful AI tools Cudby mentions.

Interaction 78

Interaction Video Tools Strategy 78

AWS Machine Learning

AUGUST 13, 2024

Generative artificial intelligence (AI) provides an opportunity for improvements in healthcare by combining and analyzing structured and unstructured data across previously disconnected silos. Generative AI can help raise the bar on efficiency and effectiveness across the full scope of healthcare delivery. The healthcare industry generates and collects a significant amount of unstructured textual data, including clinical documentation such as patient information, medical history, and test result

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Healthcare Analysis Comparison Data 127

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

Customer Success 98

Customer Success Management Customers Leadership 98

Joe Rawlinson

AUGUST 15, 2024

How can you make your business even more successful than it is? That’s a good question, and one that we think you should be answering as often as you can. If you want to have any hope of taking your business further that it’s current state, you must have the ambition to do so. If you don’t, then there is no way that you are ever going to see the higher levels of success, and that would be a shame.

Course 78

Course Brands Examples Management 78

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

Brandwatch CX

AUGUST 13, 2024

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

Social Media 98

Social Media Analytics Strategy Data 98

AWS Machine Learning

AUGUST 14, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

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Report Data Groups Examples 119

Retently

AUGUST 13, 2024

Keeping your customers happy is the secret sauce to staying ahead. Yet, to really understand what makes them tick, businesses turn to customer satisfaction metrics – handy tools that capture how customers feel and what you can do to make their experience even better. Two of the most efficient tools businesses can use to measure customer happiness are the Customer Satisfaction Score (CSAT) and a newer Retently-born, but increasingly adopted metric called Customer Experience Score (XSAT).

Customer Insights 78

Customer Insights Customer Experience Effort Score NPS 78

dscout People Nerds

AUGUST 13, 2024

UXR Strategist Fatimah Richmond sits down with Dscout’s VP of UX, Julie Norvaisas, to discuss why it’s time for user researchers to redefine their role.

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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

Brandwatch CX

AUGUST 13, 2024

Unlock essential insights with social media analytics. Discover how to drive business success through data-driven strategies and informed decision-making.

Social Media 98

Social Media Analytics Strategy Data 98

AWS Machine Learning

AUGUST 14, 2024

Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. ServiceNow is a platform for incident tracking, knowledge management, and project management functions for software projects and has become an indispensable part of many organizations’ workflows to ensure success of the customer and the product.

Connections 117

Connections Data Groups Knowledge Base 117

Retently

AUGUST 12, 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. But how do you measure that happiness? That’s where NPS (Net Promoter Score) comes in. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those custo

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Ecommerce NPS Retail Software 78