eglobalis
AUGUST 28, 2024
Guest post by: João Pereira In the bustling corridors of the business world, where brands and businesses compete for the attention of discerning customers, the concept of free will stands as a beacon of human autonomy and conscious choice. Free will is not just a philosophical musing but a practical tool that can profoundly transform customer experience.
Adrian Swinscoe
AUGUST 30, 2024
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.
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Callminer
AUGUST 26, 2024
Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.
ECXO
AUGUST 26, 2024
Uplevel Your CX by Overcoming Unsafety and Mistrust In recent years, people have been feeling more and more unsafe and less trusting of others. This can be looked at from different angles, each giving us a different understanding of why this is happening and what it means. From a sociological point of view, the breakdown of traditional social structures and the rise of global connections have made people feel more at risk.
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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.
Customer Think
AUGUST 28, 2024
The title is: Why the Medical Devices Industry Holds a Higher Standard of Customer Experience, and the question is: Why Can’t the Medical Devices Sector Fail?
Adrian Swinscoe
AUGUST 27, 2024
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
AUGUST 26, 2024
What type of inheritance will you leave your loved ones? Are you just leaving them paper? I love this 1-minute video clip by Tim Tebow on what we leave behind for our loved ones. “Paper ain’t going to change a lot of lives, but purpose is.” –Tim Tebow Why Customer Experience is Still. Read Full Article The post How Jeff Bezos Proved his Leaders Wrong appeared first on The DiJulius Group.
Customer Think
AUGUST 29, 2024
2024 survey results show that many retailers already use or are actively working toward adopting AI-powered tools. The data reveals that one-third are assessing or piloting AI initiatives. However, larger retailers are outpacing smaller businesses, with two-thirds reporting AI adoption (55 percent higher than the industry adoption rate).
CX Network
AUGUST 30, 2024
Musa Hanhan explains how to align teams around customer journeys and ensure each interaction is optimized to drive loyalty and business success.
Beyond Philosophy
AUGUST 30, 2024
In this episode, we dive deep into the concept of empathy and its significance in Customer Experience Management. We challenge common perceptions of empathy, explore its connection to emotional intelligence, and examine how both concepts can enhance your experience management efforts. We begin with a discussion on the importance of Emotional Intelligence (EQ), referencing some compelling statistics: Emotional intelligence influences 58% of job performance. 90% of top performers at work have a hi
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.
Experience Investigators
AUGUST 27, 2024
How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization’s unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.
Customer Think
AUGUST 29, 2024
The world of digital marketing is constantly evolving, with new trends and technologies emerging each year. To stay competitive, businesses need to be aware of new changes and adapt their strategies accordingly. As we move into 2024, several key trends are set to shape the future of digital marketing.
CX Network
AUGUST 28, 2024
Discover why CX leaders are juggling competing priorities while facing increasing pressure to prove ROI on their work
Beyond Philosophy
AUGUST 29, 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: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. I get it. It runs against the conventional wisdom.
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.
Execs In The Know
AUGUST 30, 2024
In today’s fast-paced and information-driven world, an effective knowledge management (KM) strategy is vital for any organization. It not only streamlines operations but also fosters innovation, enhances customer service, and boosts employee engagement. Here are five key steps to improve your knowledge management strategy and ensure your organization thrives in the competitive landscape.
Customer Think
AUGUST 27, 2024
The contact centre — a technology-driven strategic asset Contact centres are the core on which many firms deliver their customer experience. The landscape has changed dramatically in recent years, and this transformation is set to continue.
SurveySensum
AUGUST 30, 2024
According to a recent study, banks could expect to experience a 27.5% growth rate simply by increasing their customer experience by 10%. This shows that going the extra mile to create a seamless, hassle-free, and memorable experience for your customers can significantly impact your revenue growth and also give you an edge in this competitive market.
Zonka Feedback
AUGUST 29, 2024
Discover Zonka Feedback 3.0, featuring AI-powered sentiment analysis, insights, and advanced feedback loop management to revolutionize your customer experience strategy.
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
Hodusoft
AUGUST 29, 2024
The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? The market for AI is growing steadily with no signs of slowing down. Just like any other industry, BPO (Business Process Outsourcing) contact centers are swiftly adapting and integrating advanced technologies like contact center software and AI to enhance customer experience and operational efficiency.
Customer Think
AUGUST 27, 2024
The global logistics and supply chain industry is a perplexing organization of interconnected systems that have now assumed a vital part in the worldwide economy. So, the efficient management of this network is fundamentally important for organizations to stay competitive and fulfill customer demands.
InteractionMetrics
AUGUST 29, 2024
Your customer feedback dashboard is a powerful tool when used strategically. But dashboards are easy to underutilize and under-impress. Here’s our quick guide to getting the most out of your customer feedback dashboard. Customer Feedback Dashboards: Strengths & Limitations No doubt dashboards will make your business life easier but they do have some strengths and limitations worth considering.
Zonka Feedback
AUGUST 29, 2024
Imagine this: Apple launches the iPhone 16, and instead of the usual buzz of excitement, the support lines are jammed. Users are frustrated, struggling with a new camera feature that isn’t as intuitive as they hoped. Social media erupts with complaints, and Apple’s reputation takes a hit. All this could have been avoided with a well-prepared knowledge base, refined through user feedback.
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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.
SurveySensum
AUGUST 28, 2024
Who wouldn’t want to pay a little extra to have a hassle-free and streamlined experience that saves time and effort? I know I would and so do 86% of customers for a better customer experience. This is why new companies like DoorDash and Grubhub have grown so much over the past few years in the US. This is because these apps allow users to shop and get deliveries in the comfort of their own homes, so no need to put on nice clothes, drive through congested roads, and wait in line to get a simple
Customer Think
AUGUST 27, 2024
Sometimes, we are too close to something – a process, an idea, a product, or a service – to see it with accurate, objective clarity and perspective. This can be especially (and paradoxically) true when a notion leaps from our brains.
cxservice360
AUGUST 28, 2024
Modern businesses must design comprehensive employee benefits packages to attract and retain talent. Benefits such as health plans, financial security, and paid time off improve morale, enhance company reputation, and reduce healthcare spending. Effective strategies include evaluating workforce needs, defining budgets, prioritizing options, and conducting competitive research.
Zonka Feedback
AUGUST 28, 2024
Imagine launching a new product feature, only to find your social media flooded with complaints hours later. This is exactly what happened with Netflix when they released a controversial update to their user interface. The backlash was swift, but Netflix had an ace up their sleeve—digital feedback.
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
The DiJulius Group
AUGUST 28, 2024
Can you revolutionize your leadership legacy while navigating through crises and unprecedented challenges? On this episode of The Customer Service Revolution, join us as we explore this question with leadership experts John DiJulius and Dave Murray. They share insights on how visionary impact extends beyond organizational boundaries, inspiring employees to lead extraordinary lives.
Customer Think
AUGUST 28, 2024
The ultimate objective of marketing is to drive revenue growth, and marketers understandably focus most of their efforts on increasing revenues from their company’s current business. Some companies have a vibrant core business that provides plenty of growth. However, sooner or later, most companies will likely see growth from their core business slow.
SurveySensum
AUGUST 27, 2024
Did you know that email surveys are the third most popular channel having an average response rate of 30%? Not just that! Personalized emails can help you achieve an open rate of 29% and a click-through rate of 41%. By crafting an engaging email template that is both engaging and tailored to individual customers’ experience, you will boost your response rate significantly and also gather feedback that is relevant and accurate.
Gainsight
AUGUST 26, 2024
In a world where every winning team has a dynamic duo—think Deadpool and Wolverine—why would you manage customer relationships with just one tool? It’s time to squad up with the ultimate power pair: a CRM and a CSP. This tag team will elevate your customer strategy from the minor leagues to the big leagues, ensuring every interaction is smooth, strategic, and set for success.
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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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