Why you need to be providing a global customer experience
MyCustomer
MAY 23, 2023
Voice of the Customer Why you need to be providing a global CX
MyCustomer
MAY 23, 2023
Voice of the Customer Why you need to be providing a global CX
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.
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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.
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.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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 Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
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.
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.
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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
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.
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.
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.
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
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.
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.
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?
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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.
Magellan Solutions
MAY 21, 2023
Are you ready to make your brand more appealing to diverse customers ? Businesses deal with different types of customers every day, including those with foreign languages, such as Spanish, Chinese, Arabic, Korean, etc. If you want your business to be more competitive, consider hiring one of the best bilingual answering services. What Are Bilingual Answering Services?
ChurnZero
MAY 25, 2023
Customer renewals are the lifeblood of a subscription business. Responsibility for renewals often falls to the Customer Success (CS) team. For example, survey research shows about half (50.2%) of all CS teams surveyed are directly responsible for customer renewals. It doesn’t end there either. While renewals are a central aspect of CS work, many Customer Success Managers (CSMs) have a mandate for upsells.
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.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Method:CRM
MAY 23, 2023
Everyone knows that sending invoices is crucial to getting paid for your products or services. So there’s nothing more frustrating than doing everything right in the invoicing process but still having to wait forever for payments. But here’s what many businesses don’t realize. When you send a generic invoice with nothing on it but the total amount due, you miss out on your full revenue potential.
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.
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.
BirdEye
MAY 22, 2023
Scheduling appointments can be tedious and time-consuming if you do it manually. Moreover, if you forget your scheduled meetings, you could lose clients or miss out on a great opportunity to generate new business. That’s why you need an easy-to-use scheduling app to stay on top of your schedules. While there are many appointment schedulers in the market, most might not suit your business needs.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.
COPC
MAY 23, 2023
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development perspective. This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. COPC Inc. US Employee Engagement Research Report COPC Inc.
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.
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