The DiJulius Group
APRIL 11, 2023
“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras. By themselves, however, they are just platitudes and.
Middlesex Consulting
APRIL 13, 2023
Tony Ulwick, founder and CEO of Strategyn, has been studying and consulting on jobs to be done for more than 30 years. During a recent webinar, he said, “Your product [or service] needs to be 15% more effective for customers to switch.” When he talks about being effective, he means that you must create 15% […] The post 15% Can Win or Lose Your Customers appeared first on Middlesex Consulting.
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ShepHyken
APRIL 11, 2023
The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.
Comm100
APRIL 13, 2023
In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Retently
APRIL 11, 2023
There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Daniel Group
APRIL 10, 2023
Welcome to Success Strategies! CX Frontline Training: Are You Improving Your CX With Training? Learning the technical skills needed for your job is important. So are those so-called “soft skills.” The way you communicate with customers over the phone and in person. Too often, short shrift is given to this type of training, yet is essential for at least three reasons: Our research shows that effective communication often distinguishes between a great and a not-so-good customer experie
Gainsight
APRIL 10, 2023
By Harshi Banka, Senior Director of Strategy, Digital Customer Success The last few months have been rough for SaaS businesses with multiple headwinds including the economic downturn, rising inflation, and decreasing investments. While tech companies witnessed unprecedented growth over the past couple of years, 2023 is a whole new game. Everything from how we serve our customers, retain them, and grow our business has changed—customer retention is no longer a nice-to-have, it’s a critical growth
ClearAction
APRIL 13, 2023
Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.
Blake Morgan
APRIL 13, 2023
With years of shutdowns, supply chain issues, staffing shortages, inflation, rising prices, and more, it’s hard to be a consumer these days. Simply put, customers today are tired. They’ve endured years of confusion, uncertainty, and change. And they feel the strain on their wallets. All that uncertainty makes brands wonder if they’re at risk of losing customers.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
IntouchInsight
APRIL 12, 2023
At Intouch Insight we are constantly revamping our software to make it as powerful as possible. This month, we added new features to the Intouch Insight Platform and IntouchCheck™.
Comm100
APRIL 12, 2023
Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.
Lumoa
APRIL 14, 2023
Lumoa Product News for March 2023 ???? Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! A new way to invite others to Lumoa Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers.
Experience Investigators by 360Connext
APRIL 11, 2023
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali
Advertiser: ZoomInfo
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.
IntouchInsight
APRIL 11, 2023
At Intouch Insight, we believe in making data-driven decisions. In addition to the software and services we provide our partners, we conduct ongoing consumer research to help keep brands informed of changes in consumer expectations and habits.
BlueOcean
APRIL 14, 2023
What if you could learn about a new technology just by directly asking it questions? That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. So with this concept in mind, we decided to approximate a podcast interview with ChatGPT on the latest episode of Deep CX. Amy Bennet, our intrepid host, wrote ChatGPT some probing questions about the customer experience, which generated some intriguing answers.
ECXO
APRIL 14, 2023
ECXO Executives sessions1 In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Amir Sohrabi, Emma, and Carlos on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.
Steve DiGioia
APRIL 10, 2023
When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work to train and empower your new managers The post Leading Teams To Deliver Exceptional CX Podcast appeared first on Steve DiGioia Customer S
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
AWS Machine Learning
APRIL 13, 2023
The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses. Just recently, generative AI applications like ChatGPT have captured widespread attention and imagination.
CXS
APRIL 14, 2023
Join David C Williams, AVP, Automation at AT&T for a 30-minute presentation on “Touchless Technologies for the Win” at The 12th Annual CX Strategies Summit. “Why Contactless Customer Experience is Crucial to your Business Survival” Take practical steps to: Ensure … The post Why Contactless Customer Experience is Crucial to your Business Survival appeared first on CX 2023.
ECXO
APRIL 13, 2023
Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others are more advanced in adopting, implementing and optimising customer-centric strategies. The reasons why some countries are accelerating at a different pace are as rich and varied as the continent.
MiaRec
APRIL 11, 2023
Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
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.
AWS Machine Learning
APRIL 12, 2023
This is a guest post co-written with Moulham Zahabi from Matarat. Probably everyone has checked their baggage when flying, and waited anxiously for their bags to appear at the carousel. Successful and timely delivery of your bags depends on a massive infrastructure called the baggage handling system (BHS). This infrastructure is one of the key functions of successful airport operations.
BirdEye
APRIL 11, 2023
Benjamin Franklin said, “If you fail to plan, you plan to fail.” A business strategy template is a must-have tool for establishing business objectives and actions needed to reach your goals. It also brings alignment and cohesiveness to all your business activities. In this article, we’ll share the top business strategy templates and how to use them to plan the future of your business.
ThriveableBiz
APRIL 11, 2023
This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.
Adrian Swinscoe
APRIL 9, 2023
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, […] The post Too much data, too few skills. To achieve personalization, there is another way first appeared on Adrian Swinscoe.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
AWS Machine Learning
APRIL 12, 2023
Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. Creating a unified and secure search experience is a significant challenge for organizations because each repository contains a wide range of document formats and access control mechanisms.
BirdEye
APRIL 13, 2023
Social media advertising has changed the marketing and advertising world by making it easier than ever for businesses to reach their target audience. With billions of active users across platforms, social media advertising offers a level playing field to reach a vast audience and build brand awareness. In this blog post, we will explore social media advertising and the different types of ads and discuss best practices for creating effective social media ad campaigns that drive results.
Team Support
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
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