Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.
Heart of the Customer
JANUARY 18, 2023
I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Moneyball?” and it reminded me of the lessons that Moneyball offers for us in CX. If […]. The post CX Lessons From Moneyball appeared first on Heart of the Customer.
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Zonka Feedback
JANUARY 19, 2023
Customer service teams play an important role in any business. They are the frontline personnel that customers rely on to get information, resolve issues, and provide assistance.
Helpware
JANUARY 17, 2023
Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task.
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.
Beyond Philosophy
JANUARY 19, 2023
I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JANUARY 17, 2023
Today’s interview is with Mark Smith, who is Senior Vice President of Digital Experience at CSG and is a business leader with 25 years of global […]. The post Customer journey orchestration made easy – Interview with Mark Smith of CSG first appeared on Adrian Swinscoe.
ChurnZero
JANUARY 18, 2023
This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and w
Optimove
JANUARY 19, 2023
Given that retention is the key to growth (and if you’re not convinced, read this ), successful brands should always be eager to learn more about their existing customers. Thinking of ways to improve their shopping experience should be an ongoing top priority. This is especially true when dealing with new customers, as you have to give them a good first impression to keep them around.
Alida
JANUARY 17, 2023
In uncertain economic times, making the right choices for your business becomes that much more important. Even a slight misstep can have a drastic impact on a company's ability to compete in the market. While navigating a recession is undoubtedly difficult, spending the time to understand customer motivations and concerns can significantly reduce risk from decision-making and help create more value for both customers and the business.
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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.
InMoment XI
JANUARY 18, 2023
Welcome back to the XI Café Podcast! 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.
IntouchInsight
JANUARY 19, 2023
At Intouch Insight, we’re constantly working on releasing new features that will help you reach the top of your game. We are starting out the new near with the release of several new features across the Intouch Insight Platform and IntouchCheck™.
Lumoa
JANUARY 17, 2023
Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!
Retently
JANUARY 19, 2023
Achieving the much-desirable product-market fit is the ultimate goal of any SaaS business. After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. They don’t have to worry about going bust because what they sell is what the market needs.
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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.
BlueOcean
JANUARY 20, 2023
2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work once again involved more than a walk down the hall … and yes, that RFP was finally back on your plate.
kommunicate
JANUARY 19, 2023
Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.] The post Evolution of Bots in 2022 And Future Trends appeared first on Kommunicate Blog.
DemandJump
JANUARY 17, 2023
The fundamental concept of business-to-business (B2B) content marketing is fairly simple. Its main objectives are to make other businesses aware of your product or services, illustrate the value you bring, and convert those businesses into loyal customers.
Doing CX Right
JANUARY 14, 2023
Rising to the top is not easy, yet achievable, as Jennifer Coolidge's "White Lotus" actress reveals. Apply my five tips on your journey to success, as everything is possible with the right mindset and supporters. The post Journey to Success: Lessons From Jennifer Coolidge’s Golden Globe Acceptance Speech appeared first on Doing CX Right.
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.
dscout People Nerds
JANUARY 18, 2023
It’s easy to miss out on golden opportunities during generative research without pushing further.
AWS Machine Learning
JANUARY 17, 2023
Amazon SageMaker Studio is a fully integrated development environment (IDE) for machine learning (ML) partly based on JupyterLab 3. Studio provides a web-based interface to interactively perform ML development tasks required to prepare data and build, train, and deploy ML models. In Studio, you can load data, adjust ML models, move in between steps to adjust experiments, compare results, and deploy ML models for inference.
DemandJump
JANUARY 17, 2023
For Software as a Service (SaaS) companies, marketing is truly a make-or-break effort. With more than 17,000 SaaS companies in the United States alone, as reported by Statista , there’s a ton of competition—no matter what industry you operate in. And, that’s not to mention all the new SaaS start-ups that are being developed each year or the fact that subscription models mean you’re constantly competing with your competitors.
Adrian Swinscoe
JANUARY 20, 2023
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I […] The post 7 Customer experience related predictions for 2023 first appeared on Adrian Swinscoe.
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.
Genroe
JANUARY 19, 2023
Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.
MiaRec
JANUARY 19, 2023
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings. This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth
Feedbackly
JANUARY 19, 2023
Customer satisfaction is a paramount factor for the success of a business. After all, you can only thrive in the market as long as you have a client base. So, keeping your customers happy is the secret to keeping the wheels moving. Businesses use different metrics to determine how customers feel during the buying journey. One of the common and oldest metrics is CSAT.
ThriveableBiz
JANUARY 18, 2023
In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom. We shut our minds to starting or growing our small business because we think everyone’s going to stop spending.
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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.
BirdEye
JANUARY 19, 2023
Social listening and social monitoring are often used interchangeably, but there are some big differences between the two. By understanding these differences, companies can create highly effective marketing strategies and gain a better understanding of their social media presence. In this blog post, we’ll explore the key differences between social listening vs social monitoring so that you can make informed decisions when it comes to your business’s digital presence.
AWS Machine Learning
JANUARY 17, 2023
Amazon SageMaker JumpStart is the Machine Learning (ML) hub of SageMaker providing pre-trained, publicly available models for a wide range of problem types to help you get started with machine learning. Understanding customer behavior is top of mind for every business today. Gaining insights into why and how customers buy can help grow revenue. Customer churn is a problem faced by a wide range of companies, from telecommunications to banking, where customers are typically lost to competitors.
Optimove
JANUARY 17, 2023
Today customers want to be treated as individuals, not just a number on an Excel spreadsheet. They have come to expect a personalized digital marketing approach and experience from their preferred brands. One key element in personalization is understanding the channels customers prefer. SMS is certainly one of these. According to Forrester, “significant customer engagement is the top reason that marketers use SMS.
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