CX Network

OCTOBER 24, 2023

Profiling 20 leading CX professionals from around the world who have brought an innovative and visionary approach to their role

CX 122

CX Innovation 122

Customer Think

OCTOBER 24, 2023

A few years ago, Brian Moynihan, the CEO of Bank of America, was interviewed as he discussed their new Customer Focus initiative: prioritizing Customer Centricity over revenue by putting their customers first. He said something like, ‘The money will come. Let’s take care of the customer!

Customer Loyalty 114

Customer Loyalty Customer Experience 114

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.

Gaming 110

Gaming Omnichannel AI Touchpoint 110

Experience Investigators

OCTOBER 24, 2023

Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.

CX 98

CX Retail Customer Loyalty Innovation 98

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Customer Think

OCTOBER 24, 2023

Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1) feedback and data, (2) personas, and (3) journey maps.

Customer Experience 80

Customer Experience Customer Loyalty 80

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.

Net Promoter Score 78

Net Promoter Score Customer Experience NPS Healthcare 78

Zendesk

OCTOBER 24, 2023

Artificial intelligence is transforming customer service by taking on simple, repetitive tasks and freeing up human agents for higher value work. Generative AI promises to push this transformation even further, with early iterations offering huge opportunities for customer-facing enterprises. But these technologies also carry risks. To explore how advances in technology will and already are changing the way that customers interact with businesses, Economist Impact convened a roundtable discussio

AI 69

AI Customer Service Artificial Intelligence Technology 69

Customer Think

OCTOBER 24, 2023

In today’s tech-centric environment, automation is no longer standing on the sidelines, hoping to be a part of the conversation. Instead, automation is the subject and main character of every conversation in business and marketing.

Customer Experience 64

Customer Experience Technology Technology 64

NGDATA

OCTOBER 24, 2023

Last month, we attended the Bank Marketing Conference by the American Bankers Association in Austin, which showcased insights, case studies, and networking opportunities. The theme of the three-day program was “Destination: Brand Mastery.” The conference covered various topics related to banking marketing strategies, including customer engagement, digital transformation, and brand management.

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Customer Think

OCTOBER 24, 2023

This article focuses on: Mind-set and leaders, possible versus constraint led Value waiting to happen Mind-set and well being Value and mind-set 1. Mind-set and leaders The great significance of value and value creation is that it is focuses on changing the mind-set.

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Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

SurveySensum

OCTOBER 24, 2023

Do you want to stay updated with your customer needs and preferences to enhance your product? Well, product feedback surveys are the way to go! By launching these surveys you can actually understand what your customers want, their preferences, and their pain points. And improve your products as per your customer needs and expectations – giving you a competitive edge.

Social Media 52

Social Media Text Analytics Customer Satisfaction Start-ups 52

Customer Think

OCTOBER 24, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions.

Customer Loyalty 52

Customer Loyalty 52

Help Scout

OCTOBER 24, 2023

This guide to HIPAA-compliant software for small businesses will help you choose a software platform that not only meets regulatory standards but also serves your specialized business needs.

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Customer Think

OCTOBER 24, 2023

When it comes to customer experiences, there’s a vast difference between “good” and “wow.” While “good” experiences meet customer expectations, “wow” experiences exceed them. “Wow” requires a business to do more than satisfy customers; it involves surprise, delight, and forging lasting connections. In my book, The New Gold Standard, I expand on what it means… The post How to Wow – Simple Acts That Make A Difference appeared first on Joseph Michelli | The Michelli Experience.

Customer Expectations 45

Customer Expectations Customer Experience Customer Loyalty 45

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

SugarCRM

OCTOBER 24, 2023

In today’s business landscape, it’s hard to find an organization that operates without CRM tools, even in its primitive forms. However, with recent technological advancements, Artificial Intelligence (AI) and Machine Learning (ML) capabilities have become infused in all sorts of tools, and CRMs are no exception. According to this Gartner study , almost 80% of CRM buyers today search for AI capabilities when deciding.

CRM 26

CRM AI Invoicing Predictive Analytics 26

Customer Think

OCTOBER 24, 2023

The digital era ushered in an explosion of data, creating an ocean of intelligence that can be overwhelming. Figures from Statista show the total amount of data created, captured, copied, and consumed globally rose from 2 zettabytes in 2010 to 64.2 zettabytes by 2020. By 2025, global data creation is expected to surpass 180 zettabytes.

Customer Loyalty 45

Customer Loyalty Customer Experience 45

The DiJulius Group

OCTOBER 24, 2023

The FORD Monthly Allowance Benson Kearley IFG (BKIFG), headquartered in Toronto, Canada, is not your typical insurance agency, because Stephen Kearley is not your typical company president. BKIFG is obsessed with providing a world-class experience to both customers and employees, and it is paying huge dividends with exponential growth. BKIFG created an amazing incentive to.

Customer Experience 104

Customer Experience 104

Customer Think

OCTOBER 24, 2023

GoTo announces IT Asset Management, Logitech integration, AI advancements, and more, driving continued innovation for remote IT support

AI 40

AI Innovation 40

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Think

OCTOBER 24, 2023

Donation milestone demonstrates massive, lasting impact for nonprofits and communities

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