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

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 317

B2B Customer Relationship Innovation CX 317

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.

Construction 145

Construction Customer Relationship Customer Experience 145

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

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.

B2B 390

B2B B2C Touchpoint Actionable Insights 390

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

Contact Center 137

Contact Center AI 137

The DiJulius Group

JUNE 12, 2023

If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, ninety-nine percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Read Full Article The post What Most CEOs Get Wrong About Customer Experience appeared first on The DiJulius Group.

Customer Experience 117

Customer Experience 117

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

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.

Healthcare 111

Healthcare Artificial Intelligence AI Technology 111

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 Sales 109

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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

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.

Omnichannel 98

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.

NPS 78

NPS Sentiment Analysis Start-ups Net Promoter Score 78

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

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 AI CX 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

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

AI 59

AI Customer Service Technology Technology 59

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

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

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 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

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

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

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

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

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

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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52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Intercom

JUNE 15, 2023

We don’t usually consider healthcare providers as being in the customer service business – they’re providing medical treatment, after all, not answering questions about a software subscription or helping to sort out a banking query. And yet, there is a huge amount of overlap between customer service and healthcare – ultimately, both involve providing the best possible experience to the people you’re trying to help.

Healthcare 52

Healthcare Education Customer Service Hospitality 52

SurveySensum

JUNE 15, 2023

Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So, you might be wondering, “What exactly is a CSAT score , and how can it help my business?

Text Analytics 52

Text Analytics Customer Satisfaction Close the Loop Net Promoter Score 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

Hodusoft

JUNE 14, 2023

Everything You Need to Know About Building Rapport Over Phone For every business, building trust and rapport is the Holy Grail for success. All businesses use different strategies to build rapport with their prospects and customers. Some use in-person tactics to forge friendly and harmonious relationships with their target customers, while some use phones and digital media to achieve the same.

Contact Center 52

Contact Center Omnichannel CRM Customer Service 52

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology