Wed.Feb 07, 2024

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Customer Journey Map: What it is and How to Create One

Qmatic

When talking about improving customer experience, the suggestion of doing a customer journey map normally appears in the discussions. But really, what is a customer journey map, what does customer journey mapping mean, and why is it beneficial for businesses to consider when they want to improve customer experiences? In this article, I will explore the purpose and benefit of a customer journey map and what to consider when doing customer journey mapping in your organization.

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Introduction to CX 101.

Bill Quiseng

Welcome to CX 101. Today’s course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.

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Intent Analysis: Uncovering Customer Intent Behind Feedback

Zonka Feedback

Understand the intent behind customer feedback to derive valuable insights and take instant actions with Zonka Feedback's intent analysis functionality.

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142: Customer Experience Design in Healthcare

The DiJulius Group

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients.

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Why Tech-Forward Tax and Accounting Firms Have the Inside Track to the Future

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

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Audio Giant Delights Customers with Fonolo Call-Backs in Amazon Environment

Fonolo

As a global leader in audio, video and collaboration solutions, the Danish company Jabra knows a thing or two about delighting customers. After all, Jabra has been creating best-in-class technology that brings people together for 150 years. When the company wanted to ramp up its excellent customer service offering to further reduce hold times and abandon rates in busy contact centers around the globe, it turned to Fonolo’s Call-Back solutions.

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Crafting an Effective Customer Service Cover Letter: Examples and Tips

Help Scout

In a competitive field like customer service, a great cover letter can help you stand out from the crowd. Check out these examples and tips for writing one of your own.

More Trending

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Customer win-back campaigns: How to build one + 10 templates

Zendesk

What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. Businesses typically execute these campaigns through email, although they can also use other channels like messaging and direct mail. The goal is to win back the loyalty of these individuals through targeted messages, special offers, personalized discounts, and more.

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Gainsight Reigns Supreme: Winter 2024 G2 Grid Report Unveiled!

Gainsight

In the fast-paced world of Customer Success , staying ahead of the curve is non-negotiable. That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. But what exactly does this mean, and why should you care? Let’s break it down. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores.

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From KITT to Cobots: Driving the Future of Customer Experience

Execs In The Know

Growing up in the ’80s, I was obsessed with the television show “Knight Rider.” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. Back then, KITT’s self-driving tech was mind-blowing—yet somehow, it seemed within the realm of possibility. I daydreamed about someday being Michael Knight, teaming up with my AI sidekick to make a difference.

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CDPs with AI: The Smart Marketer’s Customer Experience Tool

NGDATA

Generative AI is a valuable tool for marketers, helping to streamline or automate the creation of all sorts of content. It can be used to write marketing copy, generate ideas, and create visuals, videos, and music. It can also analyze sentiment, create highly targeted campaigns, and personalized customer experiences. Generative AI is faster, easier, and cheaper than traditional methods and can create a significant wow factor.

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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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Boosting Customer Satisfaction with Journey-Based CSAT Survey

SurveySensum

Ask the right questions to the customers at the right touchpoint. – Well, I’ve always emphasized it. Otherwise, the feedback may lose its authenticity. Gathering customer feedback strategically is crucial for understanding their pain points. However, companies often grapple with determining the optimal timing for survey distribution across the customer journey.

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Panning for data gold in small- and medium-size business transactions

NGDATA

Banks use data to attract and retain B2B customers by analyzing SMB interactions and creating client profiles. Marketing teams augment first-party data with third-party sources like LinkedIn and intent data to gain insights into company status. Source The post Panning for data gold in small- and medium-size business transactions appeared first on NGDATA.

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Help Desk Automation: A Recipe for Better Support

Help Scout

Feeling overwhelmed in the queue? Help desk automation can help! When done well, automating certain tasks can give customers a better experience and reduce the stress on your team.

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Why it’s time to rethink your feedback emails and how to do it right

NGDATA

Use these tips to create more effective email surveys and review requests your customers will want to open and complete. Source The post Why it’s time to rethink your feedback emails and how to do it right appeared first on NGDATA.

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Breaking The Commerce Bottleneck: Your SAP Exit Plan Starts Now

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.

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Ten unsung digital and AI ideas shaping business

NGDATA

Gen AI will dominate 2023 but business leaders should not overlook ten underlying ideas shaping the modern business landscape. These ideas relate to business fundamentals and significant shifts like architecting for testing and considering a workforce with gen AI copilots. Source The post Ten unsung digital and AI ideas shaping business appeared first on NGDATA.

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Banks May Be Ready for Digital Innovation: Many on the Staff Aren’t

NGDATA

Banks adopting AI face challenges in training frontline staff. Workers often don't use the technology themselves, creating gaps in knowledge. Banks need to address these issues by incentivizing employees to become customers themselves and offering simulation tools and microlearning modules. AI-powered chatbots can also help staff answer customer questions.