Innovative CX

JUNE 11, 2024

Why not follow the engineer’s motto when it comes to serving customers? If it isn’t broken, take it apart and fix it! If your contact center is working at peak efficiency, here’s your chance to take it to the next level. I know it sounds strange but are you sure you’re delivering the kind of experience your customers expect from your organization? Are you content with your existing CX approach despite significant shifts in what customers expect from organizations today versus a year ago or even

Customer Experience 52

Customer Experience Contact Center Customer Expectations Customers 52

Beyond Philosophy

JUNE 13, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

Customer Experience 117

Customer Experience Insurance Conference Exercises 117

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Yes, you heard it right—sometimes, talking less and listening more can be the magic key to unlocking a treasure trove of benefits for your workplace and customer relations.

Customer Experience 362

Customer Experience Exercises Innovation Leadership 362

ECXO

JUNE 11, 2024

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

Employee Experience 320

Employee Experience Analysis Multi-Channel Employee Engagement 320

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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

Middlesex Consulting

JUNE 11, 2024

When a business, either a private or public company or a government agency, embarks on a significant purchase, such as capital equipment, enterprise software, or a combination of both, it typically forms a Procurement Committee. This committee plays a crucial role in ensuring that the business secures the best product from the most reputable seller […] The post Meet or Exceed Your Customer’s Expectations, or Risk Having Her Churn appeared first on Middlesex Consulting.

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Meeting Government Consulting Software 78

Zeisler Consulting

JUNE 11, 2024

My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.3 children each, but most of the households either have no-kids or are comprised of college kids themselves.

Customers 72

Customers Course Management Consulting 72

IntouchInsight

JUNE 11, 2024

Our Convenience Store Trends Report 2024 - Powering the Next Era of Convenience Store is finally here! This year, we aimed to address three primary questions: What motivates customers to visit convenience stores? How can C-Store leaders and operators encourage customers to spend more time in-store? How can they be turned into loyal customers?

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Trends Report Customers Data 156

Optimove

JUNE 11, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Marketers often face the challenge of engaging with existing and potential customers effectively and at scale to grow their customer base and quickly penetrate new markets. In this case study, learn how Kaizen Gaming achieved this goal using Optimove’s Customer-Led Marketing Platform.

Customer Engagement 52

Customer Engagement Engagement Marketing CRM 52

Help Scout

JUNE 11, 2024

Explore real-world examples and best practices for implementing AI effectively in customer service.

Customer Service 49

Customer Service Company Examples Customers 49

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

eglobalis

JUNE 12, 2024

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

Analytics 266

Analytics Data Loyalty Technology 266

Experience Investigators by 360Connext

JUNE 11, 2024

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

Communication 229

Communication Meeting Resources Connections 229

InMoment XI

JUNE 13, 2024

In today’s data-driven world, businesses generate and accumulate vast amounts of text data from various sources, including customer feedback , social media, emails, and internal documents. However, extracting meaningful insights from this unstructured data can be challenging. This is where text mining comes into play. By transforming unstructured text data into valuable information, text mining enables businesses to uncover hidden trends, sentiments, and relationships within the data.

Social Media 195

Social Media Analysis Analytics Trends 195

ECXO

JUNE 12, 2024

We are excited to share this week’s episode of Experience the Difference: The European Customer Experience Organization (ECXO) Podcast Series with the amazing Irina Mostovaya , hosted by Christopher Brooks Listen to the full episode here: [link] ABout Irina, with over 8 years of experience in customer and employee experience management, Irina Mostovaya is a passionate professional who thrives on creating value for both internal and external stakeholders.

Employee Experience 156

Employee Experience Innovation Customer Experience Management 156

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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

TechSee

JUNE 13, 2024

Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.

Contact Center 124

Contact Center Video Exercises Chatbots 124

AWS Machine Learning

JUNE 12, 2024

Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.

Knowledge Base 122

Knowledge Base Customers How To Resources 122

Integrity Solutions

JUNE 10, 2024

We’re all familiar with the stereotype of the over-the-top, pushy, unscrupulous salesperson. They’re always in selling mode, always hustling, always doing whatever it takes to close the deal and win at all costs, regardless of whether they’re actually addressing (or even understanding) the customer’s needs. There’s no real sales conversation or dialogue.

Sales 107

Sales Customers Training Case Study 107

Beyond Philosophy

JUNE 14, 2024

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

Airlines 88

Airlines Hospitality Travel Customer Centricity 88

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

TechSee

JUNE 13, 2024

Have you seen one of those viral videos where a toddler put on glasses for the first time? In one uplifting moment, their entire world is changed. The awe, the recognition, the connection — all captured in an instant. This is the power of visuals. A picture is worth a thousand words. In service, a single picture represents seven minutes of conversation.

Contact Center 109

Contact Center Video Exercises Chatbots 109

AWS Machine Learning

JUNE 11, 2024

Amazon Q Developer is an AI-powered assistant for software development that reimagines the experience across the entire software development lifecycle, making it faster to build, secure, manage, and optimize applications on or off of AWS. The Amazon Q Developer Agent includes an agent for feature development that automatically implements multi-file features, bug fixes, and unit tests in your integrated development environment (IDE) workspace using natural language input.

Software 119

Software Metrics System Training 119

Upstream Works

JUNE 12, 2024

Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.

Contact Center 88

Contact Center Omni-Channel Examples 88

Team Support

JUNE 12, 2024

Businesses often find themselves entangled in the web of complex customer interactions and inquiries. As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. That's where TeamSupport steps in, turning complications into simplified processes. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience.

Social Media 94

Social Media Communication System Software 94

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

The DiJulius Group

JUNE 11, 2024

Best Ted Talk of 2024 / The Employee Experience Revolution Hits Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For / New EX Academy / 50% off EXR books The Employee Experience Revolution Hits Bestseller The Employee Experience Revolution: Increase Employee Morale, Retain Your Workforce, and Drive. Read Full Article The post Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For appeared first on The DiJuliu

Company 90

Company Employee Experience Groups Culture 90

AWS Machine Learning

JUNE 12, 2024

In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.

Resources 119

Resources Data How To Examples 119

Brandwatch CX

JUNE 10, 2024

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

Brands 105

Brands 105

Helpware

JUNE 12, 2024

“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.

Examples 79

Examples Company 79

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

Help Scout

JUNE 14, 2024

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

Tools 69

Tools 69

AWS Machine Learning

JUNE 12, 2024

Photo by Zbynek Burival on Unsplash Time series forecasting is a specific machine learning (ML) discipline that enables organizations to make informed planning decisions. The main idea is to supply historic data to an ML algorithm that can identify patterns from the past and then use those patterns to estimate likely values about unseen periods in the future.

Data 114

Data Examples Training Retail 114

Brandwatch CX

JUNE 10, 2024

We dive into the world of Blackpink with mind-blowing facts and stats, and why brands should work with them.

Brands 98

Brands 98