InMoment XI

JANUARY 30, 2024

Did you know that 92% of CEOs agree that customer experience (CX) improvements have a direct impact on their bottom line? It’s clear that a customer experience program is no longer a luxury, but a necessity. The process of choosing the best customer experience management software can be tricky and extensive, so there are some things you need to keep in mind as to find the perfect CX partner for your business.

Customer Experience Management 221

Customer Experience Management Software Customer Experience Management 221

The DiJulius Group

JANUARY 30, 2024

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more.

Groups 52

Groups Loyalty Brands Customer Experience 52

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. But what if there are alternatives to net promoter score? Something that goes beyond the traditional model? Well, businesses are evolving, as should the methods used to understand customer sentiment. This blog will look into five NPS alternatives and why you should use them.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

Doing CX Right

FEBRUARY 1, 2024

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

Customer Experience 111

Customer Experience Loyalty Connections Customers 111

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

Consumers 78

Consumers Self Service Survey Customers 78

My Customer

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes.

Customers 40

Customers 40

SurveySensum

FEBRUARY 2, 2024

Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. Now, picture a high-end boutique with a luxurious interior but you get a bone-dry experience, not a personalized one, and employees don’t even remember your recent interactions.

Metrics 52

Metrics Customer Engagement Engagement Effort Score 52

Optimove

JANUARY 30, 2024

Get CDP Institute’s Guide on why your CDP needs a brain Download Now Why it Matters: For marketers, the right way to measure campaigns is by using a multi-touch attribution model to understand the incremental impact of each touchpoint in a customer journey. In this post, you’ll learn that most platforms will measure the impact of campaigns using a last-touch attribution model.

Customer Journeys 59

Customer Journeys Measurement Multi-Channel Touchpoint 59

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

InMoment XI

FEBRUARY 2, 2024

Social media can play a crucial role in your organization’s ability to manage and deliver more meaningful and integrated customer experiences. Social media facilitates real-time interaction, serves as a valuable source of customer feedback and insights, shapes your brand reputation and visibility, and can even function as a platform for market research.

Social Media 221

Social Media Brands Management Analytics 221

ECXO

JANUARY 30, 2024

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.

Rewards Programs 156

Rewards Programs Loyalty Brands Connections 156

AWS Machine Learning

FEBRUARY 1, 2024

Resilience plays a pivotal role in the development of any workload, and generative AI workloads are no different. There are unique considerations when engineering generative AI workloads through a resilience lens. Understanding and prioritizing resilience is crucial for generative AI workloads to meet organizational availability and business continuity requirements.

System 135

System Tools Data Software 135

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !

Contact Center 156

Contact Center Call Center Comparison Customer Care 156

Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrat

Hospitality 195

Hospitality Call Center Retail NPS 195

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.

Wait Times 130

Wait Times Report Trends Analysis 130

AWS Machine Learning

JANUARY 30, 2024

With the advent of generative AI, today’s foundation models (FMs), such as the large language models (LLMs) Claude 2 and Llama 2, can perform a range of generative tasks such as question answering, summarization, and content creation on text data. However, real-world data exists in multiple modalities, such as text, images, video, and audio. Take a PowerPoint slide deck, for example.

e-support 130

e-support Data Policies Interaction 130

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.

Contact Center 124

Contact Center Leadership Training Guidelines 124

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Conference

InMoment XI

FEBRUARY 1, 2024

Data is gold. Data is truth… but Data is useless if you can’t rely on it. Understanding customer and employee sentiment is more than just a competitive edge—it’s essential, with companies in every industry and sector focusing resources on comprehending it. We have a revolutionary tool that we’d like to share, one that has helped businesses large and small navigate this space.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Clarivate

JANUARY 28, 2024

Competition for funding is tough and researchers need help to make their grant applications stand out. The Web of Science Grants Index from Clarivate helps researchers seamlessly incorporate valuable awarded grant data from hundreds of funders into their grant proposal development. By exploring what has already been funded, researchers can make informed decisions when applying for new grants.

Guidelines 111

Guidelines Conference Data Study 111

AWS Machine Learning

JANUARY 29, 2024

When deploying a large language model (LLM), machine learning (ML) practitioners typically care about two measurements for model serving performance: latency, defined by the time it takes to generate a single token, and throughput, defined by the number of tokens generated per second. Although a single request to the deployed endpoint would exhibit a throughput approximately equal to the inverse of model latency, this is not necessarily the case when multiple concurrent requests are simultaneous

Examples 126

Examples How To Resources Conference 126

CSM Magazine

JANUARY 30, 2024

Spotting Customer-Centric Companies I. Introduction Envision a world where every interaction with a company leaves you feeling not just satisfied, but genuinely valued. In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us.

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

Brandwatch CX

JANUARY 30, 2024

Social media SEO is a hot topic, with millions of consumers using social media to search for their next favorite product. Here's what you need to know.

Social Media 105

Social Media Brands How To Consumers 105

NobelBiz

JANUARY 30, 2024

Are you struggling with overcoming Call Blocking for your Call Center Business? It’s clear by now that maintaining uninterrupted channels for outbound calling is vital for any business that is aiming to grow, especially call centers. That being said, call center blockage is one of the critical issues in customer service. It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls.

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

AWS Machine Learning

FEBRUARY 2, 2024

One of the most useful application patterns for generative AI workloads is Retrieval Augmented Generation (RAG). In the RAG pattern, we find pieces of reference content related to an input prompt by performing similarity searches on embeddings. Embeddings capture the information content in bodies of text, allowing natural language processing (NLP) models to work with language in a numeric form.

Analysis 124

Analysis Data System Examples 124

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Customer Service Training 103

Customer Service Training Training Customer Service Marketing 103

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

Integrity Solutions

FEBRUARY 1, 2024

Is sales still a viable profession today? Is it something needed or that people even want to do? Many who are currently in sales positions or are considering a role in sales are beginning to question what the job really means today and whether it’s one they can be proud of — especially when it feels like their whole purpose can feel like it’s to pressure or coerce buyers into doing something.

Sales 101

Sales Self Service Training Exercises 101

Brandwatch CX

JANUARY 29, 2024

Your social media platforms can be a gold mine for leads. Brandwatch uses our presence on sites like LinkedIn and Twitter to generate leads, so we’re going to preach what we practice. If you get it right, social media lead generation is a viable and valuable strategy. Don’t let anyone else tell you different. We’ve put together some general advice, but if you want platform-specific tips you can jump ahead: Twitter Lead Generation LinkedIn Lead Generation Facebook Lead Generatio

Social Media 98

Social Media Tips Groups Brands 98

AWS Machine Learning

JANUARY 31, 2024

Improving how users discover new content is critical to increase user engagement and satisfaction on media platforms. Keyword search alone has challenges capturing semantics and user intent, leading to results that lack relevant context; for example, finding date night or Christmas-themed movies. This can drive lower retention rates if users can’t reliably find the content they want.

Chatbots 122

Chatbots Knowledge Base Entertainment Innovation 122