Retently
MAY 21, 2024
Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients. For example, can you trust Net Promoter Score data if the customer who left it happens to be a friend or acquaintance?
ECXO
MAY 20, 2024
posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. Now we will explore how customer segmentation is an absolute game-changer for any customer success team!
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Helpware
MAY 21, 2024
In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.
SurveySensum
MAY 24, 2024
Qualtrics is a widely used customer experience management tool that focuses on creating surveys, collecting responses, analyzing data, and generating reports to improve overall customer and employee experience. The tool is a well-known name in the CX industry for its wide range of survey features and settings and advanced capabilities suited for enterprise-level organizations.
Speaker: Becky Parisotto
Fulfilment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfilment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for everyd
Forrester's Customer Insights
MAY 20, 2024
No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Doing CX Right
MAY 24, 2024
Ticketmaster fiasco reveals the high cost of lost customer loyalty. Learn lessons on pricing, technology, user experience and prioritizing customer experience. The post The High Cost of Lost Customer Loyalty: Ticketmaster’s 5 Lessons For Every Industry appeared first on Doing CX Right.
Help Scout
MAY 22, 2024
Customer-obsessed businesses grow faster and retain more customers. Check out this article for actionable steps to build a more customer-centric organization.
Adrian Swinscoe
MAY 20, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
Zonka Feedback
MAY 23, 2024
In the current times, the landscape of business success is increasingly defined by how well you engage with your customers. Customer engagement is no longer just about transactions; it's about building lasting relationships that promote loyalty, drive repeat business, and turn customers into brand advocates. Studies have shown that about 87% of the brands have increased their investment in digital customer engagement despite economic uncertainty.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
eglobalis
MAY 20, 2024
This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we
ECXO
MAY 19, 2024
Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Like all the best CXers, she’s happy to share it all in conversation with ECXO podcast host Christopher Brooks.
AWS Machine Learning
MAY 21, 2024
This post is co-written with Aurélien Capdecomme and Bertrand d’Aure from 20 Minutes. With 19 million monthly readers, 20 Minutes is a major player in the French media landscape. The media organization delivers useful, relevant, and accessible information to an audience that consists primarily of young and active urban readers. Every month, nearly 8.3 million 25–49-year-olds choose 20 Minutes to stay informed.
Alida
MAY 21, 2024
A Q&A with Chief Advisor for Insights & Development at Greenbook, Lenny Murphy
Advertisement
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.
Clarivate
MAY 21, 2024
We have released the first version of the Clarivate Academic AI Platform, serving our suite of AI-powered Research Assistants. Discover how it is going to help address the needs of students, researchers and librarians for trusted AI. At Clarivate TM , we understand the transformative power of artificial intelligence (AI) in the academic realm and the imperative to introduce AI thoughtfully and responsibly into research, teaching and learning environments.
Brandwatch CX
MAY 20, 2024
An A-Z glossary of the 65 most important social media terms and definitions to save marketers a lot of confusion.
AWS Machine Learning
MAY 22, 2024
In the world of online retail, creating high-quality product descriptions for millions of products is a crucial, but time-consuming task. Using machine learning (ML) and natural language processing (NLP) to automate product description generation has the potential to save manual effort and transform the way ecommerce platforms operate. One of the main advantages of high-quality product descriptions is the improvement in searchability.
Team Support
MAY 21, 2024
The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.
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.
The DiJulius Group
MAY 21, 2024
We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and. Read Full Article The post Becoming Better Leaders appeared first on The DiJulius Group.
Brandwatch CX
MAY 23, 2024
Discover the biggest consumer trends in the automotive industry, from electric cars to AI to vehicle subscriptions.
AWS Machine Learning
MAY 21, 2024
Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.
ShepHyken
MAY 19, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.
Advertisement
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.
delighted
MAY 20, 2024
When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.
Brandwatch CX
MAY 23, 2024
Discover the biggest consumer trends in the automotive industry, from electric cars to AI to vehicle subscriptions.
AWS Machine Learning
MAY 23, 2024
Mixture of Experts (MoE) architectures for large language models (LLMs) have recently gained popularity due to their ability to increase model capacity and computational efficiency compared to fully dense models. By utilizing sparse expert subnetworks that process different subsets of tokens, MoE models can effectively increase the number of parameters while requiring less computation per token during training and inference.
Beyond Philosophy
MAY 24, 2024
A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
MiaRec
MAY 22, 2024
Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? Then you probably came across both Level.ai and MiaRec and wondered how both solutions compare. Here at MiaRec, we have helped hundreds of organizations worldwide improve contact center efficiency and customer experiences.
Brandwatch CX
MAY 20, 2024
An A-Z glossary of the 65 most important social media terms and definitions to save marketers a lot of confusion.
Forrester's Customer Insights
MAY 21, 2024
Let me start by stating the obvious: Automation has its best home in the contact center. At many brands, agents make up 10% of the workforce. They are the face of your brand to your customers, providing critical empathy and solving important problems.
Expert insights. Personalized for you.
147 
Let's personalize your content