Heart of the Customer
FEBRUARY 28, 2023
My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?
MyCustomer
FEBRUARY 28, 2023
CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.
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Forrester's Customer Insights
FEBRUARY 27, 2023
Customer experience leaders will face an upward climb in 2023. But some CX leaders will succeed. Our practical advice can help you beat the odds.
Lumoa
MARCH 3, 2023
The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment 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 ever
CSM Magazine
FEBRUARY 28, 2023
As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them. Who is Gen Zalpha? The term “Gen Zalpha” is a combination of the terms Gen Z and Gen Alpha.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 28, 2023
There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.
Merkle
FEBRUARY 27, 2023
At Merkle, we get unique insight into industry-related nuances as we enable CX (customer experience) transformation across our diverse portfolio of brands. In the High Tech industry specifically, several key characteristics shape the needs and requirements of successful CX transformation projects.
CSM Magazine
FEBRUARY 28, 2023
Customer service jobs can be hard work but rewarding. Even the job application process can be difficult if you are facing additional life challenges. However, with the right preparation, you can make sure that you have the skills, knowledge and mindset necessary to succeed in a customer service role. To help you get ready, here are some tips on how to prepare for a job in customer service.
LoyaltyPlus
FEBRUARY 27, 2023
by Frik van der Westhuizen At the end of January this year, there were 28 million social media users in South Africa. Over the past 12 months, social media has become an integral part of people’s lives and has had a significant impact on how consumers perceive and interact with brands. It has become vital for companies to have a strong social media presence in order to build and maintain brand loyalty.
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.
Comm100
MARCH 1, 2023
New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human. Because they’re powered by huge amounts of data and can write using standard conventions, the implications for every industry are huge. Early stories on how this technology impacts higher education mostly focused on student cheating, but the dialogue has started to shift.
InMoment XI
MARCH 1, 2023
The new FCA Consumer Duty is intended to improve customer outcomes and promote better customer experiences in the financial industry in the United Kingdom (UK) by setting higher and clearer standards of consumer protection. By prioritising customer interests and designing products and services that meet their needs, firms can create more positive and beneficial experiences for customers.
Lumoa
FEBRUARY 28, 2023
Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.
Retently
MARCH 2, 2023
There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions.
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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.
Alida
MARCH 2, 2023
Successful innovators not only listen to their customers. They make their feedback an integral part of their decision-making process.
InMoment XI
FEBRUARY 28, 2023
Welcome back to the XI Café Podcast! In order to continue Experience Improvement, the XI Café Podcast was created so that CX program owners around the world could join the conversation and learn from global businesses and industry experts about the latest experience improvement innovations in technology and research services, industry and market expertise, and customer (CX) and employee (EX) engagement best practices.
Blake Morgan
FEBRUARY 28, 2023
Looking at the consumer industry, it’s clear that things are changing. But what does that mean for businesses, and how can they navigate these uncharted waters? Deloitte recently published a report called Buying into Better , highlighting the changing industry’s markets, models, and mechanics. According to Kasey Labough, Chief Innovation Officer for Deloitte’s Consumer Industry, the report discovered 100 topics related to change and distilled them into six forces critical to navigating the next
TechSee
MARCH 2, 2023
With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization?
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.
kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 Lead generation is an essential part of any successful business strategy, and with the advent of new technology and software, generating leads has become easier than ever before. In 2023, businesses will have access to a wide range of powerful lead generating tools that can help them identify and [.] The post Top 5 Lead Generating Tools for Businesses in 2023 appeared first on Kommunicate Blog.
MyCustomer
MARCH 2, 2023
Engagement 2 surprising areas requiring HR & CX collaboration
BirdEye
MARCH 3, 2023
With nearly three billion monthly users worldwide, you can’t ignore the many opportunities Facebook can bring a business. However, if you believe in the old adage, ‘don’t mix business with friendships,’ then you likely also wonder how to create a Facebook Business Page without a personal account. In this article, we’ll walk you through the precise steps of how to create an account and page without your personal info, examine Business Page features, and what you should consider when creating your
Clarivate
MARCH 1, 2023
International research collaboration is critical to scientific discovery. Just as the research landscape grows in complexity, the landscape of collaboration continuously changes, making it more challenging to track progress. At the University of South Florida (USF), the fastest rising university in the U.S. News & World Report’s U.S. rankings, maintaining the pace of global engagement, high-impact research and innovation is supported with a metrics dashboard that informs strategic planning a
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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.
2020 Research
FEBRUARY 27, 2023
The world evolves quickly. At Schlesinger Group, we’ve always made it our business to evolve alongside it. We began as a focus group facilitation provider, connecting business questions to real human answers. But over the past 57 years and through several acquisitions, we’ve expanded to become much more — today, we lead qualitative, quantitative and tech-enabled research around the globe.
MiaRec
FEBRUARY 27, 2023
Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?
BirdEye
FEBRUARY 28, 2023
Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. With help from a social media professional, your business can maximize its online potential, expand its reach, enhance customer engagement, create brand awareness, and ultimately increase revenue.
Clarivate
FEBRUARY 28, 2023
Through a comparative analysis of published LHON prevalence data and real-world evidence, this article describes a study using multiple Clarivate TM data sets to better understand disease pathology and current drug utilization for this condition. The study was conducted collaboratively by Clarivate Senior Science Editor Shyama Ghosh, Senior Epidemiologist Shilpa Thakur, Managing Editor Stephen DuPraw and Senior Director Evelyn Davila.
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.
kommunicate
MARCH 3, 2023
Last Updated on March 3, 2023 When we wrapped up the shortest month of the year, we gave ourselves a pat on the back. This is because we saw some pretty impressive feature releases last month, things whose UI looked easy but are quite complex engineering problems to solve. We won’t keep you waiting, so [.] The post Here’s What’s New From March 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.
Education Services Group
FEBRUARY 26, 2023
Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of.
AWS Machine Learning
MARCH 1, 2023
This post is co-written with Suhyoung Kim, General Manager at KakaoGames Data Analytics Lab. Kakao Games is a top video game publisher and developer headquartered in South Korea. It specializes in developing and publishing games on PC, mobile, and virtual reality (VR) serving globally. In order to maximize its players’ experience and improve the efficiency of operations and marketing, they are continuously adding new in-game items and providing promotions to their players.
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