eglobalis

JUNE 12, 2023

The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.

B2B 418

B2B Customer Relationship Innovation CX 418

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Harvard Business Review Analytic Services surveyed more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.

Predictive Analytics 401

Predictive Analytics Government Sales Customer Retention 401

Adrian Swinscoe

JUNE 12, 2023

This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.

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Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.

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Construction Customer Relationship Customer Experience 145

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

CX Network

JUNE 15, 2023

How chatbots and large language models are providing automated customer contact resolution, empowering businesses and agents with the tools and data they need

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Contact Center AI 137

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. It’s a strategic tool that helps B2B companies create meaningful difference in saturated markets. But, many European firms still have a long way to go to reach the levels of CX maturity seen in B2C. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic.

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B2B B2C Touchpoint Customer Satisfaction 390

C3Centricity

JUNE 13, 2023

If you’re reading this, then you are probably eager to delight your customers and take your service to new heights. Well, you’re in the right place to learn how to give outstanding customer service. In this article, we will explore … The post 4 Ways to Empower Your Employees to Give Outstanding Customer Service first appeared on c3centricity.

Customer Service 118

Customer Service 118

Customer Think

JUNE 13, 2023

The application of artificial intelligence (AI) in healthcare has enormous potential to transform clinical procedures and enhance patient outcomes. However, several difficulties, including high prices, are involved with using AI technologies in healthcare settings. Artificial intelligence (AI) reshapes healthcare by altering how doctors identify, treat, and oversee patient care.

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Healthcare Artificial Intelligence AI Technology 111

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground.

Customer Experience 366

Customer Experience Government CX Customer Loyalty 366

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Customer Loyalty 109

Customer Loyalty Touchpoint Customer Expectations CX 109

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

CX Network

JUNE 13, 2023

A lack of empathy and a high cognitive load are major roadblocks in digital journeys.

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Omnichannel 98

Customer Think

JUNE 11, 2023

If you haven’t already heard, AI is the key to winning customer loyalty today! At least that’s my opinion; let me know what you think in the comments. As the digital revolution transforms our business landscape, customers are demanding ever more from their interactions with companies.

Customer Loyalty 90

Customer Loyalty AI Customer Experience 90

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

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NPS Sentiment Analysis Start-ups Net Promoter Score 78

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

Beyond Philosophy

JUNE 10, 2023

Your customers are having a relationship with your brand right under your nose. Do you know if it’s a strong, healthy one? Our connection with brands is much like any other relationship in our lives, with some being healthy while others are not. Unfortunately, it’s not uncommon for people to form codependent or dysfunctional relationships with brands.

Customer Experience 78

Customer Experience 78

CSAT.AI

JUNE 14, 2023

People love memes. They make relatable experiences shareable in a quick visualized way and sometimes they’re just fun. Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away.

Customer Experience 69

Customer Experience Sentiment Analysis CX AI 69

Customer Think

JUNE 14, 2023

I once wrote an article about how the future of shopping would all be automated. In this new world, we would shop online and a series of robo-delivery vehicles would whisk our products right to our front doorsteps without the trouble of leaving our homes.

CX 80

CX Customer Experience 80

Gainsight

JUNE 15, 2023

Digital Customer Success (DCS) is continuing to evolve as a way to elevate and scale customer experiences—without burning out Customer Success Managers (CSMs). With a renewed spotlight, Digital Customer Success is now the number-one priority for CS leaders. But, while DCS isn’t rocket science, it can feel like there’s a barrier to entry. At Pulse 2023, Gainsight experts led a conversation on Building the Foundation of Digital Customer Success.

Start-ups 59

Start-ups NPS Customer Satisfaction AI 59

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

Intercom

JUNE 14, 2023

Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. To find out, we surveyed more than 1,000 global support leaders and practitioners. We asked them how they’re feeling about AI, what they’re excited – and concerned – about, and how they’re adapting their strategies to take advantage of the monumental opportunitie

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AI Customer Service Technology Technology 59

Experience Investigators

JUNE 13, 2023

Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. Instead of prescribing a one-size-fits-all answer, let’s unpack the various possibilities.

Customer Experience 59

Customer Experience CX Touchpoint B2C 59

Customer Think

JUNE 14, 2023

What’s in this article for you? Understanding Critical Business Issues (CBIs) can make the difference between successfully closing business vs wasting your time with No Decision outcomes. Helping your prospects recognize their own CBIs can accelerate their buying processes and bolster their business cases.

Sales 75

Sales 75

Gainsight

JUNE 13, 2023

Customer health scoring is a crucial tool for measuring and predicting customer sentiment, retention, and expansion. But many organizations stumble when designing their first scorecard, failing to grasp the nuances and potential pitfalls involved. In our recent Titans of Scale webinar , we dug into perspectives on health scores from both a Customer Success (CS) leader and a Customer Success Manager (CSM) at the AI-powered connected workspace platform Notion.

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Scorecard AI Customer Relationship 59

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

Customer Service

CSM Practice

JUNE 11, 2023

If you’ve been in the Customer Success profession long enough, you should have had the opportunity to be part of an account reassignment. Either on the receiving or the giving end. This is an inevitable yet important part of the customer journey. However, it is often overlooked by processes not being built out for it. There are a few reasons for this, but one of which is that account reassignments are, in my opinion, one of the most overly complicated processes in the Customer Success space.

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Start-ups CRM 59

Doing CX Right

JUNE 11, 2023

Dennis Geelan, author and entrepreneur, and Stacy Sherman Discuss The "Zero-In" Approach and Practical Strategies to Take Your Customer-Centric Brand To The Next Level. The post The Zero-In Formula: Building A Customer-Centric Brand That People Crave appeared first on Doing CX Right.

CX 59

CX 59

Customer Think

JUNE 13, 2023

A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I tho.

Customer Experience 75

Customer Experience 75

Knowmax

JUNE 16, 2023

Check the google drive vs. knowledge management comparison & understand why the km platform is the best google drive alternative.

CX 52

CX 52

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

Logicalware

JUNE 16, 2023

ChatGPT has taken the world by storm since its launch in November 2022. A quick search for ‘ChatGPT’ on Google yields approximately 775,000,000 results, surpassing ‘Bitcoin’ with its respective 555,000,000. Additionally, ChatGPT has set a historical record for having the fastest-growing user base. Now, the question arises: how can businesses harness the power of ChatGPT to enhance their customer service?

Customer Service 52

Customer Service Artificial Intelligence AI Customer Satisfaction 52

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise. Crafting a strong resume is essential to securing job opportunities and advancing in the field.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

Customer Think

JUNE 13, 2023

I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. That mea.

Customer Experience 75

Customer Experience CX 75

MyCustomer Experience

JUNE 15, 2023

Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not.

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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.

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