MyCustomer

MAY 23, 2023

Voice of the Customer Why you need to be providing a global CX

Customer Experience 125

Customer Experience Customers 125

Doing CX Right

MAY 21, 2023

Dr. Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences. The post Digital Transformation and Customer Experience Innovation Lessons appeared first on Doing CX Right.

Innovation 69

Innovation Customer Experience Trends Tools 69

Topdown

MAY 22, 2023

Over the past couple of years there has been a massive acceleration into the digital era. With it, this acceleration brought about an immersive and comprehensive virtual economy. The transition into this digital era and largely virtual marketplace was long-coming, but initially it was on a slow trajectory. The global pandemic, however, created an unprecedented push into the digital marketplace as remote operations and remote services became a necessity.

Customer Journeys 62

Customer Journeys Consumers Strategy Groups 62

Seaton CX

MAY 24, 2023

We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. We have baselines, benchmarks, and trends, arranged in reports and dashboards for easy consumption. AI analyzes every call to the contact center. Automation sends a survey after every support ticket is closed. We fixate on the results, creating scorecards and setting improvement targets.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

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Contact Center

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

Bill Quiseng

MAY 24, 2023

A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113

Alida

MAY 23, 2023

Communities have emerged as the most effective way to capture patient feedback and turn it into actionable insights and higher satisfaction.

Feedback 130

Feedback 130

ShepHyken

MAY 24, 2023

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

Sports 138

Sports Hospitality Customer Service Training Customers 138

Comm100

MAY 23, 2023

Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.

Examples 241

Examples Customer Service Chatbots Knowledge Base 241

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out? The customer experience (CX) is crucial for any business that wants to succeed in today’s highly competitive market.

Customer Experience Design 363

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage 363

ECXO

MAY 25, 2023

Formato Convencional(26) We are thrilled to extend an invitation to our upcoming event with only six days to go, subscribe on ZOOM to ensure your seat: [link] The European Customer Experience Organization (ECXO) is excited to announce our upcoming practical webinar for CX leaders on Designing and Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson , Head of VOC at Amdocs.

Culture 156

Culture Customer Centricity Metrics Financial 156

Experience Investigators by 360Connext

MAY 23, 2023

143

143

dscout People Nerds

MAY 23, 2023

Look no further: This deep dive has how-tos, best practices, and prime advice on key approaches to user research.

140

140

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.

Brands

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 195

Customer Centricity Culture Insurance Conference 195

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t. It’s short and simple, built around a one-question survey.

Net Promoter Score 134

Net Promoter Score Consulting NPS Customer Success 134

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Clarivate

MAY 22, 2023

From self-driving cars to ChatGPT and Amazon Bedrock, the world is quickly waking up to the enormous potential for artificial intelligence (AI) to change our world. Much discussion has focused on whether this will ultimately be for better or worse; but as with any seismic shift in technology, the answer will depend on how we choose to engage with and deploy the new tools.

Guidelines 115

Guidelines Social Media Healthcare Government 115

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

AWS Machine Learning

MAY 22, 2023

Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.

Training 111

Training Analysis Data Examples 111

TechSee

MAY 23, 2023

2023 has been the year of efficiency. Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. The service industry is no exception. However, improving contact center efficiency cannot come at the cost of delivering a great customer, agent, or technician experience. Automation is the answer to service industry staffing shortages and efficiency requirements.

Contact Center 109

Contact Center Consulting Chatbots CRM 109

My Customer

MAY 23, 2023

How Aegon Is Reaping the Benefits of Customer Centricity At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company.

Customer Centricity 105

Customer Centricity Customers Company 105

BirdEye

MAY 26, 2023

A successful business primarily depends on developing strong relationships with clients, vendors, and referral partners. 82% of small business owners say referrals are their primary source of new business. So, it’s clear that referrals are crucial for any company to increase its sales. But how do you go from generating some business through referrals to creating a separate referral partner program?

How To 98

How To Multi-Channel Social Media ROI 98

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Case Study

AWS Machine Learning

MAY 23, 2023

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Valuable data in organizations is stored in both structured and unstructured repositories. An enterprise search solution should be able to pull together data across several structured and unstructured repositories to index and search on.

Data 110

Data Policies Examples Groups 110

MiaRec

MAY 23, 2023

Considering that 83% of companies have already experienced more than one data breach, it is more than likely that your contact center is next. In fact, cybercriminals often target contact centers first.

Contact Center 98

Contact Center Data Company 98

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one? In this article, we’ll explore how to evaluate call center software vendors for CDP solutions and the essential features to look for.

Call Center 98

Call Center Software Data Contact Center 98

BirdEye

MAY 26, 2023

According to research, approximately $150 billion in revenue is lost each year in the healthcare industry due to no-show appointments. To combat that, many medical practices are shifting to online scheduling software to help streamline their appointment process. However, regulators require that all medical software be HIPAA compliant in order to protect patient information.

Software 98

Software Healthcare Guidelines Insurance 98

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Wait Times

AWS Machine Learning

MAY 23, 2023

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of virtually infinite compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are rapidly adopting and using ML technologies to transform their businesses. Just recently, generative AI applications have captured everyone’s attention and imagination.

Training 109

Training Resources How To Examples 109

Brandwatch CX

MAY 22, 2023

Social Media 98

Social Media 98

MiaRec

MAY 26, 2023

If your customers are not responding to post-call surveys, how will you know how they feel about your contact center? Understanding your Voice of the Customer (VoC) is essential to improving contact center operations.

Contact Center 98

Contact Center Survey Customers 98