eglobalis

DECEMBER 4, 2024

When writing any text, it is imperative to provide substance, not just bold statements or speculative predictions, to respect readers and value their time. Thoughtful content fosters credibility and maintains their engagement. In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, cont

B2B 307

B2B Culture Government Innovation 307

DCX

DECEMBER 3, 2024

Inspiration, education, and coaching for customer-obsessed leaders. A new eCourse for CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Order Now —Welcome to the DCX Newsletter— Alright, let's shake things up a bit this week. Think back to a time when you heard, 'That's impossible.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

Blake Morgan

DECEMBER 3, 2024

                                                                                  Stress isn’t just a personal challenge—it’s a hidden force that silently impacts leadership effectiveness and customer experience. The constant pressures of managing teams, meeting customer demands, and balancing personal responsibilities create microstresses that often go unnoticed but have profound effects on performance.

Leadership 59

Leadership Customer Experience Management Strategy 59

InMoment XI

DECEMBER 3, 2024

Customer experience (CX) is emerging as a significant competitive advantage for businesses. Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. However, building a solid CX program requires more than isolated efforts and reactive fixes. Businesses must focus on a strategic approach that helps them move the needle on their current CX programs.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

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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

TechSee

DECEMBER 3, 2024

These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. Still, not all service challenges are the same. It’s different answering a simple question versus helping with complex tasks like troubleshooting.

Customer Experience 124

Customer Experience Virtual Agent Competitive Advantage Interaction 124

SurveySensum

DECEMBER 2, 2024

Are you running into roadblocks with Confirmit’s complexity or its high costs? Perhaps you’re seeking more agile and customizable options that align with your budget and needs. If you nodded yes, exploring Confirmit alternatives might be the right move for you. While Confirmit (now Forsta) may be popular, it’s often cited as complex and costly, which limits the ability of many brands to be as adaptable as they need to be in response to changing customer expectations.

Feedback 52

Feedback Strategy Multi-Channel Analysis 52

The DiJulius Group

DECEMBER 5, 2024

Creating Your Customer Experience Action Statement Chief Revolution Officer John DiJulius and Dave Murray, VP of Consulting, discuss how to create your organization’s customer experience action statement (CXAS). Every great customer service company has a defined CXAS that is the NorthStar for what every customer-facing employee should intentionally try to achieve every time they.

Customer Experience 52

Customer Experience Consulting Groups Customers 52

CSM Magazine

DECEMBER 3, 2024

In today’s fast-paced world, delivering exceptional customer service requires more than just a great team. The right tools can transform how your support operates, making it faster, smarter, and more efficient for businesses using Zendesk. The platform’s rich ecosystem of integrations offers endless opportunities to optimize workflows and delight customers.

Customer Experience 52

Customer Experience Video Exceptional Customer Service Omni-Channel 52

SurveySensum

DECEMBER 4, 2024

Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth.

Banking 52

Banking NPS Financial Net Promoter Score 52

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.

Data

InMoment XI

DECEMBER 6, 2024

Customer experience is at the heart of modern business success. Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. From managing customer touchpoints to implementing advanced tools and strategies, achieving the desired results requires significant expertise and resources.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. However, establishing an effective customer success function varies significantly between industries due to differences in operational models, customer expectations, and interaction dynamics.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Experience Investigators by 360Connext

DECEMBER 3, 2024

It’s the last CX Pulse Check of 2024! Discover how AI is reshaping the marketing landscape alongside our special guest co-host Andy Crestodina. First, we unravel the secrets behind Taco Bell and KFC’s AI-driven marketing success, which not only boosts sales but also enhances personalized communication. However, the episode also offers a reality check for smaller businesses considering AI adoption.

Handbook 143

Handbook Social Media Retail Trends 143

AWS Machine Learning

DECEMBER 4, 2024

Organizations of every size and across every industry are looking to use generative AI to fundamentally transform the business landscape with reimagined customer experiences, increased employee productivity, new levels of creativity, and optimized business processes. A recent study by Telecom Advisory Services , a globally recognized research and consulting firm that specializes in economic impact studies, shows that cloud-enabled AI will add more than $1 trillion to global GDP from 2024 to 2030

Effort Score 128

Effort Score Groups Comparison Analysis 128

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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.

Voice of Customer

InMoment XI

DECEMBER 5, 2024

Credit unions are significantly reliant on the trust of their members for success. Their community-centric nature encourages prospects to value public opinion when making a decision. This is true for financial institutions in general, with almost 90% of consumers using online reviews to make banking decisions. Focusing on credit union reputation management is crucial for building trust with existing and potential members.

Management 195

Management Social Media Financial ROI 195

Alida

DECEMBER 2, 2024

Get Insider Insights on Innovation in the Era of AI from Leading Researchers

Innovation 130

Innovation Tips 130

ShepHyken

DECEMBER 3, 2024

I’ve done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. I’ve always shared glowing comments and high scores – until recently. First, a little background. The surveys are always short, and because I like the company, I always fill them out. Since I’ve never had anything negative to say or guidance to offer, I assume that’s why I never heard back from them.

Survey 91

Survey Customer Service Training Feedback Customer Service 91

AWS Machine Learning

DECEMBER 4, 2024

When using generative AI, achieving high performance with low latency models that are cost-efficient is often a challenge, because these goals can clash with each other. With the newly launched Amazon Bedrock Model Distillation feature, you can use smaller, faster, and cost-efficient models that deliver use-case specific accuracy that is comparable to the largest and most capable models in Amazon Bedrock for those specific use cases.

Training 113

Training Metrics e-support Travel 113

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.

Trends

Upstream Works

DECEMBER 5, 2024

Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 More Questions to Consider appeared first on upstreamworks.com.

Contact Center 89

Contact Center 89

Brandwatch CX

DECEMBER 2, 2024

Discover essential Google Business Profile management tools to boost your local visibility and attract more customers.

Tools 93

Tools Management Customers 93

ShepHyken

DECEMBER 2, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies effectively integrate new technology into existing systems to enhance customer experience? Why is creating a frictionless customer experience important, and how can businesses achieve it? Why is understanding consumer behavior crucial for improving customer experience?

Customer Experience 85

Customer Experience Return on Investment Policies Customers 85

AWS Machine Learning

DECEMBER 3, 2024

Digital experience interruptions can harm customer satisfaction and business performance across industries. Application failures, slow load times, and service unavailability can lead to user frustration, decreased engagement, and revenue loss. The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches.

Customer Experience 94

Customer Experience Ecommerce Analysis System 94

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. Businesses that prioritize exceptional customer experiences are more likely to retain loyal customers and attract new ones. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 52

Innovation Customer Service Social Media Customer Service Representative 52

CSM Magazine

DECEMBER 3, 2024

In a world that’s more interconnected than ever, customer service has transformed. It’s no longer about merely resolving issues; it’s about building relationships across borders, languages, and cultures. This is where cultural intelligence (CQ) steps in—a vital competency that allows businesses to connect authentically with a global audience. Without CQ, even the best intentions can lead to misunderstandings, customer dissatisfaction, or even brand damage.

Culture 52

Culture Customer Service Net Promoter Score Customer Satisfaction 52

ShepHyken

DECEMBER 1, 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. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a business’s most crucial operations in 2024, customer service would probably be among the most important ones.

Customer Journeys 81

Customer Journeys Customer Service Trends Social Media 81

AWS Machine Learning

DECEMBER 5, 2024

Today, organizations are constantly seeking ways to use advanced large language models (LLMs) for their specific needs. These organizations are engaging in both pre-training and fine-tuning massive LLMs, with parameter counts in the billions. This process aims to enhance model efficacy for a wide array of applications across diverse sectors, including healthcare, financial services, and marketing.

Training 92

Training Groups Resources How To 92

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

BirdEye

DECEMBER 4, 2024

Imagine a customer in the UK searching for a local business. Whether it’s a real estate company or a popular restaurant chain, the customer journey often starts with a quick search on Google or social media. What the customer sees on these channels heavily influences his or her final purchasing decision. That is why reputation management is essential for every business in the UK.

Management 52

Management Multi-Channel Social Media Guidelines 52

CSM Magazine

DECEMBER 5, 2024

In the modern business landscape, creating a diverse customer service team is both a moral imperative and a strategic advantage. In fact, diversity, equity, and inclusion (DEI) are some of the key trends shaping modern recruitment and hiring practices — signaling a vital need for customer service teams to reflect these values. What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality.

Customer Service 52

Customer Service Culture Loyalty Training 52

DCX

DECEMBER 1, 2024

Inspiration, education, and coaching for customer-obsessed leaders. Welcome to this week's roundup of customer experience insights! How does your CX stand out from the crowd? What’s one way you’re breaking the mold to create lasting connections? This week’s links dive into how authenticity, connection, and long-term thinking can transform CX.

Fashion 52

Fashion Trends Connections Culture 52