ShepHyken
DECEMBER 26, 2023
Happy New Year! I want this year to be your best year ever for creating amazing customer service and experiences. And for everything else, too! But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. With that, here are 10 ideas. Many, if not all, will apply to you and your business. Do more in 24!
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. Integrated CX isn’t a new concept by any means, and InMoment is not so bold as to say we invented the concept. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
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ECXO
JUNE 11, 2023
Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground.
ShepHyken
SEPTEMBER 29, 2023
This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them.
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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.
The DiJulius Group
JUNE 12, 2023
If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, ninety-nine percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Read Full Article The post What Most CEOs Get Wrong About Customer Experience appeared first on The DiJulius Group.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
MyCustomer
JUNE 1, 2023
Martyn Lewis explores the unique role CX teams can play in positively influencing and managing the buying journey.
MyCustomer
MAY 23, 2023
Voice of the Customer Why you need to be providing a global CX
eglobalis
DECEMBER 7, 2023
Best Customer Experience Books 2023 in Digital Data, Design and Centricity The post Best Customer Experience Books 2023 in Digital Data, Design and Centricity appeared first on Eglobalis.
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.
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.
IntouchInsight
OCTOBER 2, 2023
For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.
CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.
InMoment XI
NOVEMBER 16, 2023
Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses. This hands-on workshop emphasised the significance of integrating customer and employee perspectives into experience enhancement strategies, whilst l
ECXO
JUNE 13, 2023
Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Harvard Business Review Analytic Services surveyed more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.
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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.
Comm100
JANUARY 23, 2023
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1
Experience Investigators by 360Connext
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch
C3Centricity
OCTOBER 10, 2023
Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.
BlueOcean
JULY 20, 2023
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.
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.
Alida
AUGUST 10, 2023
Learn how best-in-class dashboards look and how to customize them for every stakeholder.
eglobalis
APRIL 10, 2023
The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.
IntouchInsight
OCTOBER 18, 2023
With the first day of fall behind us, sweaters are coming out of closets and the smell of pumpkin spice is filling the air. So grab your favorite warm beverage and catch up on some of the latest bite-size data from Intouch Insight’s consumer Flash Points.
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.
Horizon CX
SEPTEMBER 1, 2023
Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.” To that, I would seriously challenge you to look more deeply into what your organization professes versus how it behaves.
InMoment XI
AUGUST 8, 2023
In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. As we make our way forward with new CX technologies and approaches, survey fatigue remains a key operational concern. CX professionals are finding it more challenging than ever to keep program momentum alive. Today, I’m going to share some tips for reviewing your survey program for better response rates, higher program engagement, and better representative results.
ECXO
MAY 15, 2023
Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t worry – it’s never too late to join the party. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech? The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
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
Experience Investigators by 360Connext
DECEMBER 12, 2023
Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.
C3Centricity
SEPTEMBER 26, 2023
How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.
BlueOcean
JULY 13, 2023
Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.
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