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 170

Customer Experience Innovation Education Government 170

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

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 136

Customer Experience CX Technology Technology 136

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

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

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

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 128

AI Technology Technology CX 128

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 91

AI Customer Service Start-ups Customer Satisfaction 91

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

The DiJulius Group

AUGUST 8, 2024

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Your vision needs to be your wildest dream of the impact your organization can have on the world.” Great leaders are paranoid that there is a better way to do something. Read Full Article The post LEAVING A LEADERSHIP LEGACY appeared first on The DiJulius Group.

Business Growth 89

Business Growth 89

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 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 125

CX Customer Experience 125

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

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

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 73

Customer Service 73

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 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.

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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

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

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

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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 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 108

Innovation Customer Loyalty Customer Experience 108

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

Execs In The Know

AUGUST 6, 2024

Have you been wondering what’s next for customer experience (CX) in this rapidly evolving digital landscape? As CX leaders, we’re constantly asked to balance innovation with a human touch, and that challenge has never been more pronounced than it is today with the rise of artificial intelligence (AI). But here’s a question worth pondering: Are you ready to lead your team into this new era?

AI 52

AI CX Artificial Intelligence Innovation 52

Service Quality Institute

AUGUST 7, 2024

I find that most CEOs and top management believe their organization delivers awesome customer service. If you ask all 330 million people in the US to identify 5 customer service leaders most would not be able to come with 5. I started developing in 1979, Feelings the world’s first customer service program. It was released in January 1980. It was all based on a very simple concept.

Customer Service 52

Customer Service Start-ups Education Sales 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 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 76

CX Customer Experience 76

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.

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Zonka Feedback

AUGUST 7, 2024

In the fast-paced world of product development, making data-driven decisions is more crucial than ever. Imagine launching a new feature only to find out it doesn’t resonate with your users. How do you avoid such pitfalls?

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SurveySensum

AUGUST 7, 2024

Did you know that companies that involve customer feedback in product development are 30% more likely to launch a successful product? This shows that customers care about contributing to the product and with the help of an effective product feedback survey, you can gain actionable insights into your customers’ expectations , uncovering what they love, what they don’t, and where there’s room for improvement and many more insights.

Actionable Insights 52

Actionable Insights NPS Customer Satisfaction Net Promoter Score 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 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 73

AI Technology Technology 73

NGDATA

AUGUST 9, 2024

LinkedIn has expanded its advertising options by introducing sponsored newsletters, building on the success of its sponsored articles feature. This new option allows brands to enhance lead generation and audience engagement through newsletters created on company pages. With a significant 47% increase in newsletter engagement on the platform, this feature could be a valuable tool for reaching a broader audience.

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Execs In The Know

AUGUST 6, 2024

We’re thrilled to unveil the CX Vendor Directory , a powerful new tool designed to elevate your customer experience (CX) strategy. This comprehensive resource is packed with information on top industry providers, making it easier than ever to find the right partners to enhance your CX initiatives. Our CX Vendor Directory is not just a list—it’s a dynamic platform where you can explore detailed company profiles, discover innovative services, and make meaningful connections.

CX 52

CX Innovation AI Customer Experience 52

SurveySensum

AUGUST 6, 2024

Did you know that 73% of customers are more likely to trust a brand they already know? When it comes to creating strategies to make customers keep coming back to you, brand awareness is your way in. Brand awareness is what makes your brand stand out among your competitors. I mean think about it – if potential customers are unaware of your brand they are obviously going to choose your competitor no matter how good your product or service is.

Actionable Insights 52

Actionable Insights Social Media Innovation Net Promoter Score 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