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 471

CX Innovation Manufacturing Technology 471

ECXO

AUGUST 12, 2024

Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strength

CX 388

CX E-commerce Legal B2C 388

Callminer

AUGUST 14, 2024

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, analyze data, and make strategic decisions.

AI 182

AI Customer Experience CX 182

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

CX 174

CX Customer Satisfaction Customer Loyalty Customer Service 174

Speaker: Jennifer Wright and Nick Barron

Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.

Retail

Adrian Swinscoe

AUGUST 14, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 147

Technology Technology AI Artificial Intelligence 147

ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions.

Customer Experience 351

Customer Experience Predictive Analytics Social Media Machine Learning 351

Customer Think

AUGUST 15, 2024

Introduction Article originaly posted at: [link] Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring that new initiatives resonate with both partners and customers. In today’s competitive market, businesses must deliver exceptional CX that meets and exceeds customer expectations.

Innovation 137

Innovation Customer Experience CX Customer Expectations 137

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

ECXO

AUGUST 14, 2024

Listen to your canary During the late 19th and early 20th centuries, coal mining was an essential industry, providing fuel for various industries and households. However, mining was an inherently dangerous job, primarily due to the presence of toxic gases like carbon monoxide, methane, and others that could accumulate in the mines. Miners needed a reliable and early warning system to detect these hazardous gases.

CX 227

CX Customer Satisfaction Customer Service Customer Experience 227

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 108

Start-ups Sales Gaming Voice of the Customer 108

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for

Compliance

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 109

Customer Loyalty CX Customer Experience 109

Doing CX Right

AUGUST 11, 2024

Are you curious about the ROI of AI? New research reveals surprising ways AI is transforming customer and employee experiences. Read article and apply lessons. The post The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences appeared first on Doing CX Right.

AI 105

AI CX Technology Technology 105

Beyond Philosophy

AUGUST 16, 2024

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple of helpful AI tools Cudby mentions.

AI 78

AI Education Customer Relationship Customer Experience 78

The Customer Service Blog

AUGUST 15, 2024

I’m really not a fan of fast food. In fact, it’s extremely rare for me to ever visit a fast food restaurant or buy a takeaway meal. The only time I would ever go into a McDonalds or Burger King would be to use their toilets or (if I’m really desperate) to eat one of their vegetarian burgers while on holiday. And even then, I’d only buy food at one of these burger joints if there were no other eating options nearby.

Retail 66

Retail Start-ups Customer Feedback Sales 66

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.

Business Growth

Customer Think

AUGUST 15, 2024

When discussing loyalty marketing, many people immediately think of loyalty programs. However, these programs should be viewed as just one component of a broader strategy. True loyalty marketing revolves around enhancing the overall customer experience. To effectively measure and improve loyalty, you must first understand the complete picture of your current customer experience.

Customer Experience 83

Customer Experience Customer Loyalty 83

Hodusoft

AUGUST 15, 2024

Employee Attrition : Types, Reasons, Effects, and Strategies to Control What comes to your mind when you read the term “employee attrition?” Big Quit? The Great Resignation? Mass Layoffs? Quite Quitting? Recession? Even though, in the last few years, employee attrition has become a huge concern for many organizations, particularly the ones in the call and contact center industry, it hasn’t always had a negative connotation.

Contact Center 59

Contact Center Omnichannel Business Operations CX 59

Beyond Philosophy

AUGUST 15, 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: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.

Real Estate 78

Real Estate Healthcare Start-ups Education 78

Doing CX Right

AUGUST 15, 2024

Government CX is just as important as private sector customer experience. Read lessons about new initiatives that can benefit all industries. The post From Government CX to Private Sector: Breaking Through ‘Doom Loops’ and Red Tape appeared first on Doing CX Right.

Government 59

Government CX Customer Experience 59

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

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 78

AI Artificial Intelligence Technology Technology 78

Zonka Feedback

AUGUST 12, 2024

Imagine this: You’ve just launched a new product, and you’re eager to know what your customers think. Traditionally, you’d spend hours crafting surveys, manually sending them out, and then waiting—sometimes for weeks—before you could even begin analyzing the responses. But what if you could automate this entire process? What if, instead of waiting, you could sip your coffee while your survey system collects, analyzes, and even acts on feedback in real-time?

Customer Experience 59

Customer Experience Actionable Insights Retail Customer Satisfaction 59

NGDATA

AUGUST 15, 2024

The impact of behavioral economics on financial decision-making, particularly in community banks. It explores how cognitive biases and emotions influence customer behavior, driving some banks to introduce innovative tools and services aimed at improving financial literacy and savings habits. By leveraging behavioral economics principles, community banks can enhance customer engagement, foster financial well-being, and build long-term loyalty.

Innovation 52

Innovation AI 52

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm.

Customer Service 52

Customer Service Mystery Shopping AI B2B 52

Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes

Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.

Retail

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 67

Contact Center AI Technology Technology 67

VOZIQ

AUGUST 14, 2024

Reston, VA, — VOZIQ AI , a leading provider of AI-powered solutions to subscription businesses, today announced that they have won AI Global Excellence Award 2024 in AI-Based Customer Retention Platform category. VOZIQ’s Predictive Customer Retention Solution uses over 10 purpose-built machine learning models to identify precursors to customer churn, predicts customers who exhibit these patterns, and automates proactive retention interventions before they cancel.

Customer Retention 52

Customer Retention AI Machine Learning Artificial Intelligence 52

NGDATA

AUGUST 15, 2024

Spotify is expanding its personalization efforts beyond its successful Wrapped campaign with the introduction of “Daylist,” a new feature that curates music recommendations based on users’ changing moods throughout the day. Daylist adapts to a listener’s preferences in real-time, offering a more dynamic and personalized music experience. This move underscores Spotify’s commitment to enhancing user engagement through continuous innovation in music personalization.

Entertainment 52

Entertainment Innovation AI 52

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

Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms

Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.

Finance

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 67

Sales 67

Execs In The Know

AUGUST 12, 2024

What does it take to truly lead in today’s dynamic world of customer experience (CX)? It’s a question that every CX leader grapples with as they navigate the ever-shifting landscape of customer expectations, technological advancements, and organizational demands. How do you balance innovation with authenticity and strategy with empathy? The answers may just lie in the collective wisdom of those who are not only asking these questions but are also driving transformative solutions.

Innovation 52

Innovation CX Technology Technology 52

NGDATA

AUGUST 15, 2024

In 2024, influencer marketing has evolved with brands becoming more selective in partnerships, focusing on influencers with high engagement rather than just follower counts. Brands are going beyond simple gifting to build long-term relationships, often involving influencers in content creation and event participation. Additionally, brands are increasingly leveraging influencers’ existing content for paid ads, recognizing the value of authentic, well-performing user-generated content.

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SurveySensum

AUGUST 12, 2024

How to get more reviews on Google? Start by asking your satisfied customers to give you online reviews , sharing their experience. 81% of consumers are “likely” or “highly likely” to leave a positive review if they feel the business went above and beyond to ensure an exceptional experience. So, customers love sharing their reviews, but are you creating a positive experience for them to leave positive reviews?

Social Media 52

Social Media Start-ups Text Analytics Customer Satisfaction 52

Speaker: Conrado Morlan

In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.

AI