eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

CX 447

CX Innovation Manufacturing Technology 447

Experience Investigators

AUGUST 13, 2024

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

Invoicing 115

Invoicing Customer Journey Map Touchpoint CX 115

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Start-ups 109

Start-ups Sales Gaming Voice of the Customer 109

Customer Think

AUGUST 13, 2024

Josh had only been a waiter for two weeks and tonight was going exceptionally poorly. He was overwhelmed with managing orders and feared the repercussions for his long-term job prospects. That evening, a family had arrived to celebrate their grandmother’s 82nd birthday.

Customer Loyalty 111

Customer Loyalty CX Customer Experience 111

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

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

Sales 98

Sales Business Growth Customer Feedback 98

Customer Think

AUGUST 13, 2024

It’s easy for all of us to fall into all or nothing thinking. In this day and age, the thinking is that we must teach our teams artificial intelligence skills. That thinking is correct because AI is here to stay and the power of AI is in its’ infancy.

AI 80

AI Artificial Intelligence Technology Technology 80

Customer Think

AUGUST 13, 2024

I originally wrote today’s post for GoTo as a follow-up to our June 26, 2024, webinar. It appeared on their site on July 9, 2024. To get access to this webinar on-demand and to hear more about the topics I write about in this post, be sure to listen to/watch the webinar on demand.

Contact Center 69

Contact Center AI Technology Technology 69

SurveySensum

AUGUST 13, 2024

Who said simple is boring and ineffective? To gather actionable insights and create data-driven action plan, you don’t need to create long survey designs with too many questions that might frustrate your customers and cause them to leave halfway. If you want to keep things simple for your respondents and for yourself, go with a yes-no survey question – they are quick, straightforward, and easy for respondents to answer.

Actionable Insights 52

Actionable Insights Customer Feedback Net Promoter Score Customer Loyalty 52

Customer Think

AUGUST 13, 2024

While trade show booths can be expensive to plan for and set up, they present the opportunity to showcase your brand and garner onsite sales conversions through customer engagement. More engagement or visitors to your booth opens the door to higher conversion rates. To reach those higher rates, your booth’s offerings should entice attendees.

Sales 69

Sales 69

DMG Consulting

AUGUST 13, 2024

The Future Is Bright for the CCaaS Sector View this article on the publisher’s website The contact center-as-a-service (CCaaS) sector remains one of the fastest-growing in the contact center technology market, a trend DMG Consulting expects to continue for the next few years. An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA)/conve

Contact Center 48

Contact Center Artificial Intelligence AI Omnichannel 48

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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

AUGUST 13, 2024

Over the next three years, more than three-quarters (79 percent) of business leaders expect the roles of translation and localization to evolve within their business strategies. That’s according to a recent global survey conducted by Censuswide for Phrase, involving 2,000 business leaders.

Technology 69

Technology Technology 69

DMG Consulting

AUGUST 13, 2024

Bringing Shrinkage Under Control August 2024 Shrinkage measures the percentage of time agents who are scheduled to handle a forecasted activity are unavailable to perform this task. This key performance indicator (KPI) takes into account all activities that prevent an agent from performing the job for which they are scheduled. It’s important to measure and track shrinkage because it negatively impact’s a contact center’s ability to meet its service level commitments.

Contact Center 48

Contact Center Omnichannel Start-ups AI 48

Customer Think

AUGUST 13, 2024

Customer Experience is failing. According to Forrester, US Consumer Perceptions of CX quality are at an historic low. Post-COVID the quality of customer experience eroded every year across the three Forrester categories: effectiveness, ease, and emotion. That means organizations operate inefficiently, underutilize technology, and fail to invest in frontline leadership training.

Customer Experience 69

Customer Experience Technology Technology CX 69

CX Network

AUGUST 13, 2024

CX Network asks the experts how to demonstrate the value of CX to peers and business leaders

CX 64

CX 64

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

AUGUST 13, 2024

Listen to the podcast: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.

Customer Experience 49

Customer Experience Customer Loyalty 49

SugarCRM

AUGUST 13, 2024

What we'll Cover: The Swedish Institute (SI), a public agency, works to build interest and trust in Sweden globally. SI shares information about Sweden abroad and analyses how other countries perceive it. They also facilitate international exchanges and partnerships to increase awareness of Sweden and build strong relationships with individuals, organisations, and other countries.

CRM 26

CRM Data Entry Compliance Government 26