ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions.

Customer Experience 177

Customer Experience Innovation Education Government 177

Inside Customer Service

AUGUST 8, 2024

Consistency is a hallmark of service culture. Imagine if every employee, on every team, in every location served customers the same way. Service so consistent, it became part of your brand. This level of service is not organic. Customer-focused companies use carefully cultivated steps of service to guide their employees. These service steps ensure employees take the same approach every time.

Hospitality 188

Hospitality Hospitality Social Media Contact Center 188

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

AI 182

AI 182

Adrian Swinscoe

AUGUST 9, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Service Customer Experience 147

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

Customer Think

AUGUST 9, 2024

Introduction Find the original article here: [link] In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

Customer Experience 137

Customer Experience CX Technology Technology 137

Experience Investigators

AUGUST 6, 2024

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.

CX 109

CX Entertainment Innovation Customer Experience 109

Adrian Swinscoe

AUGUST 5, 2024

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Service Customer Experience 147

Customer Think

AUGUST 9, 2024

As I have written a couple of times before, 2024 will be the year of truth for GenAI. Truth in the sense of proving the delivery of real business value to technology users. Why did the Metaverse disappear as fast as it came up? Or blockchains, for that matter?

AI 129

AI Technology Technology CX 129

Intercom

AUGUST 8, 2024

The long-standing belief in business has been that you can’t have it all. “Better, faster, cheaper – pick two” has long been the mantra when it comes to balancing quality, speed, and cost. The same went for customer service. You could have swift, world-class support, but it would cost you a small fortune, or you could get a quick, budget-friendly service, but the quality would leave much to be desired.

AI 93

AI Customer Service Start-ups Customer Satisfaction 93

Beyond Philosophy

AUGUST 9, 2024

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.

Customer Experience 88

Customer Experience Retail Customer Satisfaction CX 88

Advertisement

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

The DiJulius Group

AUGUST 7, 2024

Could your company’s high turnover rates directly result from poor leadership? On this episode of The Customer Service Revolution, explore the startling reality that 82% of managers are considered “accidental managers”—individuals with job function expertise but lacking crucial leadership skills. We unpack the extraordinary impact on organizations, leading to workforce dissatisfaction and ineffective leadership, and.

Customer Service 87

Customer Service 87

Customer Think

AUGUST 8, 2024

Customer outcomes never differ from business outcomes, and vice versa. Customer outcomes are why your business exists. — Providing value for their needs. — Their funding fueling your life. — Their preference is your growth. — Their expansion fueling investors. — Their responses guiding your strategies.

CX 126

CX Customer Experience 126

CX Network

AUGUST 9, 2024

CX Network’s research into how and how much CX practitioners are investing to deliver their customer experience strategy

CX 64

CX Customer Experience 64

Beyond Philosophy

AUGUST 8, 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: I’ve undertaken a kitchen renovation, and the Customer Experience the various tradespeople provide leaves much to be desired. After this project, it’s not hard to imagine why tradespeople have the poor reputation tradespeople do.

Start-ups 78

Start-ups Sales Customer Service Customer Experience 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

Help Scout

AUGUST 6, 2024

Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth.

Customer Experience 64

Customer Experience 64

Customer Think

AUGUST 8, 2024

Brand building is a complex journey. As a business owner, CEO, or CMO, you may often be overwhelmed by the challenges of establishing and maintaining a strong brand presence. In this article, we’ll explore ten common frustrations of brand building and provide solutions to overcoming them, as well as some inspiring real-world examples. 1.

111

111

C3Centricity

AUGUST 6, 2024

Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.

Customer Retention 62

Customer Retention Customer Loyalty Start-ups Customer Experience 62

CX Network

AUGUST 5, 2024

Nick Glimsdahl shares the value-first strategies that can help you shift from customer acquisition to sustainable growth and loyal communities

Customer Acquisition 59

Customer Acquisition 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

NGDATA

AUGUST 9, 2024

Artificial Intelligence is playing an increasingly vital role in digital marketing strategies, particularly in enhancing SEO by predicting user behavior and improving content relevance. Although AI integration has been slower than anticipated due to privacy concerns and negative media coverage, its potential for creating impactful and user-centric content is undeniable.

Artificial Intelligence 52

Artificial Intelligence Education AI 52

Customer Think

AUGUST 9, 2024

Southwest has recently announced that they are going to be just like all the other airlines starting in 2025. Assigned seats, more leg room sections, etc. How long til they start charging for checked bags?

Innovation 110

Innovation Customer Loyalty Customer Experience 110

SurveySensum

AUGUST 9, 2024

Imagine receiving a product satisfaction survey with too many questions and no engaging elements like images or gamifying elements – so boring, right? Let’s add a bit of spice and make survey designs interesting! Incorporating engaging visual elements like images not only captures attention but also makes surveys more enjoyable and enables respondents to answer quickly and accurately.

Start-ups 52

Start-ups Net Promoter Score 52

Execs In The Know

AUGUST 8, 2024

Many executives recognize the efficiency gains AI can offer customer experience (CX) teams, but frontline employees may have reservations about adopting this technology. CX leaders need to address these concerns head-on, ensuring a smooth transition and fostering excitement about AI’s potential to enhance daily tasks and customer interactions.

AI 52

AI Outlook CX Technology 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

NGDATA

AUGUST 9, 2024

Eight popular digital marketing strategy frameworks for 2024. These frameworks guide businesses in creating effective digital marketing strategies by providing structure and direction, improving resource allocation, and enhancing analytics. Frameworks like the Flywheel Model, STP Model, and McKinsey’s 7S are highlighted for their specific approaches to customer retention, market segmentation, and organizational alignment.

Customer Retention 52

Customer Retention Business Growth 52

Customer Think

AUGUST 3, 2024

Customer engagement is all about the ongoing interactions between a customer and a brand - across a variety of channels and media - that build and strengthen the relationship over time. Why is it important? What are some ways that brands can engage customers? And what foundational elements must be in place before developing and executing your customer engagement strategy?

CX 78

CX Customer Experience 78

SurveySensum

AUGUST 8, 2024

Did you know that your website is the reason you might be losing customers? Yes, that is right. 88% of users won’t look back at your website if they have a negative experience with it. In this digital age, having a streamlined, and user-friendly website isn’t just a nice-to-have strategy – it’s a must-have strategy for keeping your customers engaged and keep coming back to you.

Actionable Insights 52

Actionable Insights NPS Touchpoint Net Promoter Score 52

Hodusoft

AUGUST 8, 2024

All You Need To Know About Inbound Call Center for E-commerce “Communication is at the heart of e-commerce and community.” The quote by noted American business executive and diplomat Meg Whitman underscores the importance of communication for the e-commerce sector and the community. As per a recent stat , there are 2.71 billion online shoppers around the world as of 2024.

E-commerce 52

E-commerce Customer Retention Customer Satisfaction Customer Relationship 52

Advertisement

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

NGDATA

AUGUST 9, 2024

Sonata Bank has adopted a niche strategy inspired by the fast-food industry to address the high employee turnover in quick-service restaurants. By providing simple, frictionless banking experiences and leveraging the Digital Onboarding platform, Sonata helps financially underserved employees adopt banking services. The bank also offers unique benefits, such as early wage access and bill pay assistance, tailored to fast-food workers’ needs.

52

52

Customer Think

AUGUST 8, 2024

In an era where content creation is pivotal to business success, harnessing the power of generative AI can significantly enhance the quality and reach of your blogs. As someone who has extensively used AI tools at work, I can attest to their potential in transforming content strategies.

AI 75

AI Technology Technology 75

SixteenVentures

AUGUST 7, 2024

It’s Time to Get Out of Our Customers’ Way Ever tried to give someone your money, only to find yourself jumping through hoops to make it happen? Frustrating, isn’t it? Now flip the script: What if your customers are experiencing that same frustration with your company? What if, despite their willingness—even eagerness—to invest more in […] The post Revenue Roadblocks: How We’re Sabotaging Our Own Growth appeared first on Customer-centric Growth by Lincoln Murphy.

52

52

Execs In The Know

AUGUST 7, 2024

Are you ready to transform your customer experience (CX) strategy by putting sustainability at its core? The stakes have never been higher, and the opportunity has never been greater. As leaders in CX, we must ask ourselves: Is our brand truly aligning with the growing demand for eco-consciousness, or is it merely paying lip service to the trend? Sustainability isn’t just a buzzword; it’s becoming a business imperative.

CX 52

CX Artificial Intelligence Actionable Insights AI 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