Adrian Swinscoe

FEBRUARY 1, 2024

Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy Korst first appeared on Adrian Swinscoe.

AI 133

AI Artificial Intelligence Innovation Technology 133

Customer Think

FEBRUARY 1, 2024

CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM).

CXM 113

CXM CX Customer Experience Customer Experience Management 113

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 CX Contact Center Customer Service 111

Intercom

FEBRUARY 1, 2024

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?

Customer Service 83

Customer Service AI Technology Technology 83

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

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.

Customer Loyalty 78

Customer Loyalty Start-ups 78

Customer Think

FEBRUARY 1, 2024

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits.

Customer Experience 72

Customer Experience Customer Loyalty CX 72

Customer Think

FEBRUARY 1, 2024

It’s impossible to ignore the roles that chatbots play in today’s customer experience (CX) – some serve as sales associates, helping customers find the perfect product or service; others triage customer queries and issues. They weren’t always this helpful.

Sales 61

Sales CX Customer Experience Contact Center 61

NGDATA

FEBRUARY 1, 2024

The study analyzed marketing spending by banks with $2 billion to $10 billion of assets and found that banks reporting marketing expenses grew more than those that did not. The study provides insight into marketing spending across all institutions and offers a basis for assessing trends. Source The post Do Banks That Outspend Their Peers on Marketing Grow Faster?

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TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers. TeamSupport facilitates seamless collaboration and streamlines workflows.

Net Promoter Score 52

Net Promoter Score Customer-Centric Organization Customer Satisfaction Omnichannel 52

NGDATA

FEBRUARY 1, 2024

Banks can't win the fight against scammers alone. They need a unified effort between banks, regulators, law enforcement, and other stakeholders, along with consumer education and improved collaboration. Telecom companies and social media companies need to close loopholes. Banks need to secure the mail system to fight check fraud. Source The post ABA: Fighting bank scammers requires a collaborative effort appeared first on NGDATA.

Social Media 52

Social Media Education 52

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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.

VOC

Zonka Feedback

FEBRUARY 1, 2024

One of the major factors that determine the customers’ decision to choose your business for a product or service is the personal recommendations and word of mouth about your company. This means, that one bad customer experience can make you lose several business opportunities. So it is essential to know how your customers perceive the experience you provide them and how willing are they to recommend your business to others.

NPS 52

NPS Customer Experience 52

NGDATA

FEBRUARY 1, 2024

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.

AI 52

AI Customer Experience 52

SurveySensum

FEBRUARY 1, 2024

Ever wondered which businesses need feedback to make their products better? – Well, all of them. Trustpilot says 9 out of 10 people read reviews before buying something, and 66% trust a brand more if they see good online reviews. So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better.

Customer Feedback 52

Customer Feedback Innovation Social Media Start-ups 52

Help Scout

FEBRUARY 1, 2024

It feels so unfair to cop the blame for something entirely outside your control, particularly if your job performance is measured using those same customer service satisfaction ratings. Mat discusses small injustices, and how to cope with them.

Customer Service 49

Customer Service 49

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.

AI

MyCustomer Experience

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.

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SugarCRM

FEBRUARY 1, 2024

Generative AI is the newest technology that has been under the spotlight for some time. And, as we would all expect, it has found a secure place within organizational operations. According to a recent report by McKinsey Digital , about 52% of the value that Gen AI could deliver applies to customer operations, marketing, and sales. The researchers indicate that this technology has the potential to revolutionize the way organizations use and interact with their CRM by automating work activities th

AI 29

AI Sales CRM Innovation 29

1 to 1

FEBRUARY 1, 2024

In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event. Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape.

AI 26

AI Artificial Intelligence Innovation CX 26