eglobalis

SEPTEMBER 5, 2024

What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.

Net Promoter Score 324

Net Promoter Score NPS CX VOC 324

Customer Think

SEPTEMBER 5, 2024

CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or they may be new to you.

CX 124

CX Customer Experience 124

Lightico

SEPTEMBER 5, 2024

Loan Origination Software (LOS) has long been recognized as the technological backbone of the lending industry, enabling lenders to streamline processes, enhance efficiency, and improve the borrower experience. However, as we continue to advance, it’s clear that a LOS alone is insufficient to meet the evolving demands of both lenders and borrowers. Despite advances in compliance, automation, and multi-channel capabilities, LOS systems can fall short of delivering their full potential, particular

AI 98

AI Compliance Non-Profits Technology 98

Customer Think

SEPTEMBER 5, 2024

The recently announced partnership between Starbucks and Mercedes-Benz definitely grabbed my attention. I’ve consulted for and written about both brands but had yet to conceptualize them working together. This somewhat unusual partnership addresses mutual goals and allows us to “think beyond” our obvious partnership opportunities.

Customer Loyalty 69

Customer Loyalty 69

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

DMG Consulting

SEPTEMBER 5, 2024

Donna Fluss shares insight on the impact of GenAI on Conversation Analytics and what it means for contact centers. The post Why is Conversation Analytics a must in your contact center? appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

Customer Think

SEPTEMBER 5, 2024

As a startup founder, one of the most crucial roles you play is that of a culture builder. The culture you cultivate within your startup will shape everything—from how your team collaborates to how you navigate challenges and achieve growth.

64

64

SurveySensum

SEPTEMBER 5, 2024

Did you know that banks that practice customer experience optimization grow 3.2 times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Customers are no longer just expecting a good enough experience, they want their banks to exceed their expectations.

Close the Loop 52

Close the Loop Customer Experience Omnichannel Machine Learning 52

NGDATA

SEPTEMBER 5, 2024

The shift from digital transformation, which often focused on mere digitization, to a broader business model innovation driven by generative AI. As companies face challenges in realizing ROI from digital transformation, the emphasis is now on leveraging AI to fundamentally rethink business models, enhance operational efficiency, and create new revenue streams.

Innovation 52

Innovation AI 52

BeyondPhilosophy

SEPTEMBER 5, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?

Non-Profits 52

Non-Profits Education AI Customer Experience Management 52

NGDATA

SEPTEMBER 5, 2024

While traditionally, larger market share was linked to higher profitability due to efficiency, market power, and quality perception, digital advancements have altered this dynamic. The findings suggest that while market share still matters, its impact on profitability is reduced for highly digitalized firms. Smaller firms can leverage digital tools to achieve efficiency gains and narrow the profitability gap with larger competitors.

52

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

Smart Customer Service

SEPTEMBER 5, 2024

A new multi-agency White House initiative seeks to hold businesses accountable for time-wasting customer experience processes.

Customer Service 52

Customer Service Customer Experience 52

NGDATA

SEPTEMBER 5, 2024

Key findings include the rapid advancement of generative AI (gen AI), which has significantly increased in investment and adoption, driving innovation across interconnected fields like robotics. Electrification and renewables also emerged as major trends, continuing to attract investment despite economic challenges. The report emphasizes the importance of aligning long-term technology strategies with internal capacities and external ecosystems to successfully scale new technologies.

Outlook 52

Outlook Technology Technology AI 52

Smart Customer Service

SEPTEMBER 5, 2024

Verified Market Research expects the contact center market to almost triple in six years.

Contact Center 52

Contact Center 52

NGDATA

SEPTEMBER 5, 2024

Five key motivations—relevance, belonging, emotional engagement, simplicity, and loyalty—are central to effective personalized marketing. These motivations help brands craft tailored experiences that resonate deeply with customers, fostering stronger connections. By delivering relevant content, creating a sense of belonging, and engaging customers emotionally, brands can simplify the customer journey and build lasting loyalty.

Customer Expectations 52

Customer Expectations 52

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

SugarCRM

SEPTEMBER 5, 2024

Customer relationship management (CRM) systems are increasingly important for business growth. But in a world where no two companies are the same, finding a one-size-fits-all CRM that meets all your requirements can also be increasingly difficult. That’s why custom CRM for businesses is tailored to meet your needs, unlike off-the-shelf solutions. They do exactly what you need them to do.

Business Growth 26

Business Growth CRM Data Entry Predictive Analytics 26

NGDATA

SEPTEMBER 5, 2024

By providing educational resources and programs, banks and credit unions can build trust and loyalty among their customers. Financial education helps customers make informed decisions, fostering a deeper connection with the institution. The article emphasizes that offering valuable financial knowledge not only strengthens customer relationships but also differentiates financial institutions in a competitive market.

Education 52

Education Customer Relationship 52