Lumoa

JUNE 26, 2023

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.

Omni-Channel 195

Omni-Channel Customer Experience Net Promoter Score Effort Score 195

InMoment XI

JUNE 27, 2023

These days, understanding your customers isn’t a “nice thing to do”; it’s an absolute necessity. To truly understand your customers, you need to spend some quality time listening to them and understanding the voice of the customer. That’s why mastering the art of the voice of the customer survey can be a game-changer for any business seeking to better understand its customers.

Survey 293

Survey Customer Satisfaction Touchpoint Feedback 293

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer Centricity 195

Customer Centricity Course Culture Metrics 195

Interactions

JUNE 29, 2023

It’s not news to CX industry professionals that customer service expectations constantly change. Faced with that reality, brands must adapt their approach to customer service to meet them. Today that means harnessing the power CX technology and human interaction. This hybrid approach combines the efficiency and convenience of AI-driven solutions with the empathy and understanding that human agents provide.

Interaction 62

Interaction Technology Customer Service Chatbots 62

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

Retently

JUNE 28, 2023

Pricing strategy is one of the most important aspects of a business. In some ways, we are rational when it comes to making a purchase decision. In other ways, we aren’t. Placed next to each other, most people would select the more expensive product as the better one, even if it isn’t. If two identical products were placed in front of each other – one priced at $49.99 and the other at $249.99 – which would you assume to be the best?

Customer Satisfaction 134

Customer Satisfaction Net Promoter Score Fashion B2C 134

ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? If you define “customer experience” as nice-to-have programs, or a department, or interactions, your answer may be “2” or “3” However, in my 5-year study of B2B CX practices, “1’s” have higher financial results.

e-support 62

e-support Leadership B2B Groups 62

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery. While they are distinct areas within an organization, they are inseparable in the eyes of the customer.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate.

Leadership 62

Leadership Course Conference Groups 62

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. And if you're looking for ways to upskill, I've shared a couple of learning resources at the end of this post.

Customer Experience 62

Customer Experience Chatbots Social Media Call Center 62

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Marketing

C3Centricity

JUNE 29, 2023

In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices.

Feedback 296

Feedback Social Media Customer Centricity Engagement 296

IntouchInsight

JUNE 29, 2023

Mystery shoppers, secret shoppers, silent shoppers…they are known by many names, but who are these shoppers shrouded in enigma? And what exactly do they do? Mystery shopping is a form of market research. Over the last 80 years, it has only grown in popularity as it has been fuelled by technological advancements.

Technology 294

Technology Marketing Measurement Customer Experience 294

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. Getting there will require a broader perspective on service.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. These “Profits over People” traditionalists care about their hospital’s labor, research, and equipment costs, Medicare reimbursements, pharmaceutical companies’ payments in cash and in-kind gifts, and their patients’ payments more than they do their patients.

Healthcare 162

Healthcare Hospitality Social Media Financial 162

Speaker: Becky Parisotto and John Vurdelja

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

Retail

Experience Investigators by 360Connext

JUNE 27, 2023

❔"Many times, we will get feedback from our customers about a pain point. We'll map their journey, identify opportunities for improvement and even implement changes. But then what?"❔When making changes to better the customer experience, we want to make sure they are actually working for our custo.

Communication 143

Communication Measurement Feedback Customer Experience 143

Comm100

JUNE 27, 2023

Higher education institutions are grappling with a significant mental health crisis among their student population. During the 2020–2021 school year, over 60% of college students met the criteria for at least one mental health problem. Similarly, another national survey found that almost three quarters of students reported moderate or severe psychological distress.

How To 130

How To Wait Times Resources Chatbots 130

Clarivate

JUNE 28, 2023

In the 2023 release of our Journal Citation Reports, we have taken significant additional steps to foster research integrity in the Web of Science. This is part of our ongoing efforts to proactively contribute to the maintenance of public trust in scientific and scholarly research. Learn about what’s new and some future changes. Today marks the 2023 release of the annual Journal Citation Reports (JCR ).

Report 128

Report Tools Data Metrics 128

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. I live in St. Louis, which is famous for some of the best BBQs in the world! Really! We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. Living in Texas, he’s also exposed to some of the best BBQ in the world, although I’ll argue it’s second to St.

Exercises 128

Exercises Touchpoint Customer Service Training Customer Service 128

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Employee Experience

AWS Machine Learning

JUNE 27, 2023

This blog post is co-written with Marat Adayev and Dmitrii Evstiukhin from Provectus. When machine learning (ML) models are deployed into production and employed to drive business decisions, the challenge often lies in the operation and management of multiple models. Machine Learning Operations (MLOps) provides the technical solution to this issue, assisting organizations in managing, monitoring, deploying, and governing their models on a centralized platform.

Training 114

Training Metrics Entertainment Consulting 114

MyCustomer

JUNE 29, 2023

Representation of the LGBTQ+ community in marketing has progressed significantly in recent years, with brands showcasing their support through

Customer Experience 106

Customer Experience Brands Marketing Customers 106

BirdEye

JUNE 30, 2023

Google Shopping List makes it super easy to jot down a quick list of items you want to buy before heading out of the house. And the genius part is you don’t have to lift a finger to make your grocery list. It integrates seamlessly with Google Assistant so you can use voice commands to add items to Google Shopping List hands-free. Let’s explore how to leverage Google Shopping List to streamline your shopping experience.

Customer Experience Management 98

Customer Experience Management Management Connections Customer Experience 98

Adrian Swinscoe

JUNE 29, 2023

Many customers are suffering right now with high inflation and interest rates. Now, while that is easy to say and observe, it’s often hard to quantify […] The post Is adhering to the FCAs new consumer duty impossible without the help of technology? first appeared on Adrian Swinscoe.

Consumers 98

Consumers Technology Customers 98

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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.

Report

AWS Machine Learning

JUNE 28, 2023

Generative AI technology is improving rapidly, and it’s now possible to generate text and images based on text input. Stable Diffusion is a text-to-image model that empowers you to create photorealistic applications. You can easily generate images from text using Stable Diffusion models through Amazon SageMaker JumpStart. The following are examples of input texts and the corresponding output images generated by Stable Diffusion.

Training 107

Training Social Media Advertising User Experience 107

Clarivate

JUNE 29, 2023

OpenAI’s launch of ChatGPT on March 14 heralds a new era of artificial intelligence that will have profound implications for society, including the life science and healthcare industries. As when any new technology appears on the horizon, a tremendous amount of overheated hyperbole has dominated coverage of the topic in the months since. There are, however, some truly alluring potential use cases for generative AI applications such as ChatGPT for the life sciences and healthcare industries – as

Healthcare 98

Healthcare Guidelines Government Technology 98

Brandwatch CX

JUNE 29, 2023

Who has the most Instagram followers? We run through the top 20 accounts to see who's made it into the Instagram hall of fame.

Culture 98

Culture 98

Uplight

JUNE 27, 2023

As summer begins in full and days grow longer, Uplight’s PRISM Employee Resource Group (ERG) members find themselves right in the middle of Pride month, the queer community’s annual celebration of our identities. PRISM stands for Pride, Raising Awareness, Involvement, Support, & Mentorship. This June, the PRISM ERG is rolling out meaningful changes, as well Read More The post Uplight’s PRISM Celebrates the LGBTQIA+ Community in Pride Month and Beyond appeared first on Uplight.

Groups 98

Groups Resources 98

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

2020 Research

JUNE 26, 2023

As more organizations integrate generative AI into their work and how they interact with their audiences, consumer trust in AI will be a key factor in how newer models are deployed.

Consumers 98

Consumers Interaction 98

BirdEye

JUNE 28, 2023

According to research, over one-third of potential clients start their attorney search online. More than ever, attorneys need to pay attention to the online space, especially sites like Avvo, where prospective clients can search for and find trustworthy attorneys nearby. If you’re looking to get more Avvo reviews, boost your Avvo rating, or wonder whether it’s worth claiming your Avvo profile, here’s what you need to know.

System 98

System Effort Score Guidelines Tips 98

AWS Machine Learning

JUNE 26, 2023

Machine learning (ML) administrators play a critical role in maintaining the security and integrity of ML workloads. Their primary focus is to ensure that users operate with the utmost security, adhering to the principle of least privilege. However, accommodating the diverse needs of different user personas and creating appropriate permission policies can sometimes impede agility.

Management 98

Management Policies Automotive Resources 98