C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.

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Social Media Customer Feedback Innovation Customer Satisfaction 118

Customer Think

FEBRUARY 13, 2024

We’ve all had that neighbor. They’re the one you avoid when taking out the trash or collecting the mail because if you don’t, you’re in for it: the dreaded half-hour update on their prize-winning Schnauzer, a deep dive into their latest hobby, or the most recent gossip on their entire extended family.

Sales 116

Sales 116

Totango

FEBRUARY 13, 2024

On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!

NPS 109

NPS Gaming Business Operations Technology 109

The DiJulius Group

FEBRUARY 13, 2024

Do Your Customers Love You? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out in delivering exceptional service in the United States. “Customer service is one of those areas that has historically been viewed as a cost, but our data shows that there’s an opportunity to view it.

Customer Service 93

Customer Service Customer Experience 93

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

Lumoa

FEBRUARY 13, 2024

Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C

Close the Loop 78

Close the Loop Start-ups Touchpoint 78

Customer Think

FEBRUARY 13, 2024

Imagine the frustration when a customer service interaction takes a turn for the worse. Tension spikes, tempers flare, and by the end, everyone feels exhausted and frustrated.

Customer Service 75

Customer Service Customer Loyalty 75

Customer Think

FEBRUARY 13, 2024

A True Story to Understand the Importance of Service Recovery For confidentiality reasons the names of the airlines company have been changed to X and Y. Recently, I traveled with my wife to Vietnam with a company X in Business class. I have nothing to say about the service on board; it was excellent.

Customer Service 69

Customer Service 69

CX Network

FEBRUARY 13, 2024

Discover why Voice of the Customer programs must be adopted by the whole company

Voice of the Customer 64

Voice of the Customer 64

Customer Think

FEBRUARY 13, 2024

New approach closes the feedback gap facing traditional Voice of the Customer (VoC) programs by analyzing 100% of digital customer experiences

VOC 69

VOC Customer Feedback Voice of the Customer AI 69

CallCare

FEBRUARY 13, 2024

The latest NHS public satisfaction survey released in March of 2023 revealed a startling trend – a significant drop in overall satisfaction by 29%[1]. This drop brings the total satisfaction from 70% in 2010 to an egregious 41%. This alarming decline highlights the ongoing struggle of the NHS to satisfy the health demands of the public with the results being lower than it has ever been in 41 years.

Healthcare 59

Healthcare Customer Service 59

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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

Customer Think

FEBRUARY 13, 2024

In leadership, it is crucial to understand the power of both the heart and the head. Every decision, every strategy, and every argument should be grounded in a combination of rational thinking and emotional connection.

Sales 64

Sales 64

Zonka Feedback

FEBRUARY 13, 2024

Emotion detection enables businesses to identify customer sentiments from feedback. Using emotional insights, businesses can find ways to delight them.

Customer Feedback 59

Customer Feedback 59

Customer Think

FEBRUARY 13, 2024

Design Error I’m in the doghouse. Mrs Lawther asked me to do the washing whilst she was out. As I am a modern man and expect to do my bit, I was happy to comply with the request. Unfortunately, there was a complication. The washing included my wife’s very chic and expensive dress.

Innovation 64

Innovation Customer Experience 64

Logicalware

FEBRUARY 13, 2024

Here’s a question: what two words sound the same but are actually worlds apart? That’s right, omnichannel and multi-channel. While they share a common goal of providing customers with multiple ways to interact with a brand, they differ significantly in their approach. Historically known as the call centre, an omnichannel contact centre is so much more than just that one communication channel.

Omnichannel 59

Omnichannel Social Media ML AI 59

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

Customer Think

FEBRUARY 13, 2024

In 1984 the Queen of Rock, Tina Turner, recorded What’s Love Got to Do with It for her album Private Dancer. As you can easily guess, this is the inspiration for this article’s title. My topic? Well, I am not into music criticism but industry analysis, which involves thinking about the impact of recent events.

AI 61

AI CX Technology Technology 61

Experience Investigators

FEBRUARY 13, 2024

Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.

Customer Expectations 52

Customer Expectations CX Customer Experience Management Technology 52

Customer Think

FEBRUARY 13, 2024

Few matches truly seem to be made in heaven, but in business, the journey from simply being a vendor to becoming a true partner represents a profound shift. In Software-as-a-Service (SaaS), this transition goes beyond traditional business transactions, fostering deeper, more collaborative customer relationships.

Customer Relationship 60

Customer Relationship Customer Loyalty 60

Zendesk

FEBRUARY 13, 2024

So, you messed up. Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. You don’t need to overthink it—we’ve got you covered with 25 customer apology letter templates so you can swiftly say “I’m sorry” and start delivering a solution.

Customer Satisfaction 52

Customer Satisfaction Start-ups Customer Service Customer Loyalty 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Customer Think

FEBRUARY 13, 2024

Premise: One of the things that I have experienced myself and heard from many other leaders is the feeling of being an imposter. Everyone of us at some point in time, have felt the feeling of being an imposter.

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SurveySensum

FEBRUARY 13, 2024

Ever wondered how your Internet startup can stand out in the crowd? What if I told you there’s a secret weapon that works like magic? That secret weapon makes your website or app easy and enjoyable for people – we call it a Better User Experience! Yep, that’s the trick to make your startup stand out and leave a lasting impression. Here’s a cool fact: For every $1 you spend on UX, you get back $100 (that’s like winning the lottery!).

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Customer Think

FEBRUARY 13, 2024

In the ever-evolving landscape of ecommerce, understanding your audience is no longer just important—it’s essential. With nearly every business vying for consumer attention, the key to standing out lies in personalized experiences tailored to individual preferences.

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1 to 1

FEBRUARY 13, 2024

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Twelve months of toe-dipping and healthy scrutiny provided the launchpad to make some real moves with AI in the contact center, according to two customer experience experts on a recent webinar. The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom L

AI 26

AI Construction Contact Center Artificial Intelligence 26

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.

Technology

Customer Think

FEBRUARY 13, 2024

Source: Basic Books Predictive mathematical models touch our lives virtually every day. Every weather forecast we watch, hear, or read is formulated based on multiple atmospheric models. And that’s just one example. Predictive models have also become an integral part of modern marketing.

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Customer Think

FEBRUARY 13, 2024

In this 3:42 video, Rika Cuff discusses and shares her strategies for fostering a culture of recognition within organizations. She emphasizes the importance of consistency and accountability, highlighting the power of recognizing and appreciating the efforts of team members.

Sales 49

Sales 49

Customer Think

FEBRUARY 13, 2024

Listen to the podcast: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along. British Idioms: Then, “Bob’s your uncle.

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Customer Think

FEBRUARY 13, 2024

I’m writing to complain about vendors – more specifically, the way they’re engaging with customers these days. They seem to forget that we’re the ones paying their salaries; one of the ways to exhibit their commitment to us is by making themselves available.

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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.

AI

Customer Think

FEBRUARY 13, 2024

Tata Consultancy Services is the inaugural partner in this program, which will combine its deep industry knowledge and advisory services with Conga's innovative Revenue Lifecycle Management solutions

Innovation 49

Innovation 49

Customer Think

FEBRUARY 13, 2024

AI-powered search capabilities boost global retailer's search revenue by over 220%, conversion rate by over 40%

Retail 49

Retail AI 49