Adrian Swinscoe
OCTOBER 15, 2024
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.
ECXO
OCTOBER 17, 2024
The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option In the medical devices industry, encompassing leaders like Medtronic, Abbott, Johnson & Johnson, and innovative players like Tandem, maintaining a flawless customer experience is not just a priority—it’s a necessity. Unlike other industries, where a lapse in service may cause inconvenience, in healthcare, it can mean the difference between life and death.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
OCTOBER 18, 2024
Hurricane Debbie dumped 17 inches of water in Colin’s home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The experience has been emotionally draining, especially since they didn’t have flood insurance, making the cost of repairs overwhelming.
Kate Nasser
OCTOBER 13, 2024
Excellence in sales, service, leadership, & teamwork requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. The post Excellence: The Challenge is Consistency Not Repetition #CX #Leadership appeared first on KateNasser.com.
Speaker: Jay Allardyce
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.
The DiJulius Group
OCTOBER 14, 2024
The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they.
ECXO
OCTOBER 14, 2024
CX Awareness. How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
OCTOBER 15, 2024
Executives and business owners of mid-sized CPG companies face a unique set of challenges that differ from those of startups or larger enterprises. These challenges stem from the need to balance growth, operations, and innovation while competing with both larger firms and more agile startups. Here are the top ten challenges mid-sized consumer goods companies face, real-world examples of businesses that have successfully overcome these obstacles, and expanded solutions explaining how to implement
Totango
OCTOBER 14, 2024
Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.
Execs In The Know
OCTOBER 18, 2024
By Allyson Scott, VP of Strategy & Brand, Quiq As we wrap up 2024, CX leaders are witnessing a seismic shift in attitudes towards Generative AI (GenAI) adoption. In this article, I explore the latest AI trends, challenges, and opportunities in AI-driven CX, offering insight into the top five trends we’ve identified at Quiq. 1. GenAI Has Been Fully Accepted According to a recent Deloitte survey, two-thirds of surveyed organizations (67%) said they are increasing investments in GenAI.
SurveySensum
OCTOBER 18, 2024
How do you ensure that your surveys gather the MOST RELEVANT feedback? — With Embedded Surveys But, what exactly are embedded surveys and how do they actually impact your response rates while optimizing your feedback collection? Well, let’s find out! What Are Embedded Surveys? Embedded surveys are a type of customer survey that can be seamlessly embedded within a website, email, or app, allowing respondents to answer questions without switching to different platforms.
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.
Doing CX Right
OCTOBER 13, 2024
Learn how businesses can navigate competition and prepare for unexpected disruptions, using lessons from the tennis and pickleball rivalry. The post Navigating Competition: Preparing for Your Industry’s ‘Pickleball Moment’ appeared first on Doing CX Right.
Hodusoft
OCTOBER 17, 2024
How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.” This quote by British-American computer scientist Andrew Ng pretty much sums up the transformational power of AI for all industries out there.
Smart Customer Service
OCTOBER 16, 2024
Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry.
SurveySensum
OCTOBER 17, 2024
73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services.
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
Zonka Feedback
OCTOBER 16, 2024
Imagine this: Your company is growing rapidly, expanding into new markets, and serving a global audience. You rely on customer feedback to drive product improvements, but your current customer experience software isn’t keeping up with your needs. Multilingual surveys are a headache, response rates are low, and feedback processing takes too long.
Service Quality Institute
OCTOBER 15, 2024
In a recent study from Intelligent.com , “After experiencing a raft of problems with young new hires, one in six bosses say they’re hesitant to hire college grads again. Meanwhile, one in seven bosses have admitted that they may avoid hiring them altogether next year. Three-quarters of the companies surveyed said some or all of their recent graduate hires were unsatisfactory in some way.
Experience Investigators
OCTOBER 15, 2024
Ever felt like you’re juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals.
SurveySensum
OCTOBER 16, 2024
80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. Whether you want to research market trends or improve your customer experience – launching business surveys is an effective way to understand your customer’s preferences, pain points, and expectations.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
CX Network
OCTOBER 15, 2024
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
Execs In The Know
OCTOBER 14, 2024
What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more. The ultimate goal is to help businesses better understand their customers, optimize agent performance, and make data-driven decisions to improve the customer experience—all at the speed needed to keep up with the marketplace.
Comm100
OCTOBER 13, 2024
The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. Recently, Phil Chatterton, our VP of Partnerships, hosted a webinar with two experts, Jonathan Michaels, the former VP of Strategic Alliances at the American Gaming Association, and Dani Milkova, the CEO of Rakia Media, to discuss how iGaming companies can better engage their players, especially as new technologi
SurveySensum
OCTOBER 15, 2024
What are open-ended or closed-ended questions? How to differentiate between them? When to use each of them in your survey? You must have wondered about these while designing your survey or questionnaire. Understanding their difference and use cases will only help you create an effective survey design and gather relevant data for analysis. So, let’s answer these questions and understand the key differences between open ended vs closed ended questions.
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.
Help Scout
OCTOBER 14, 2024
We're in the midst of the race to fill a market gap created by generative AI.
1 to 1
OCTOBER 14, 2024
Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). As brands try to stay on the cutting edge of technology – and one step ahead of their competitors – the compulsion to adopt AI, and the sheer number of tools available, can be overwhelming.
eglobalis
OCTOBER 14, 2024
Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.
SurveySensum
OCTOBER 14, 2024
Want to know your customers’ frequency of returning to buy your products and services? Are they satisfied with the customer service that you offered to them? Well, these are important questions for a company’s success as they help them improve their quality of service and products. The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions.
Advertisement
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.
Totango
OCTOBER 14, 2024
Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Account executives can’t sell like it’s 2017 anymore.
Intercom
OCTOBER 17, 2024
Email is an essential channel for support, but email conversations lead to slower resolutions for customers when compared with synchronous channels like live chat. With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% of customer queries immediately.
SugarCRM
OCTOBER 15, 2024
All companies have one ultimate goal: to serve the customer. While the road to satisfied customers is straightforward for many industries, those in manufacturing face a series of challenges. Although we are a few years removed from the original 2020 market chaos, many manufacturers are still dealing with the ripple effect those supply chain disruptions had.
Expert insights. Personalized for you.
147 
Let's personalize your content