C3Centricity
AUGUST 15, 2023
Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks […] The post Providing Amazing Customer Journeys by Leveraging the Power of Technology first appeared on c3centricity.
Callminer
AUGUST 14, 2023
Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.
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ECXO
AUGUST 15, 2023
You’ve probably heard of digital twins and may be wondering, what is a digital twin and is it applicable to marketing? The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control. As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement.
eglobalis
AUGUST 16, 2023
Experience management – why your EX is the stress test for your CX The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.
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
Adrian Swinscoe
AUGUST 14, 2023
I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe.
Callminer
AUGUST 15, 2023
Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving top scores in current offering and strategy.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Doing CX Right
AUGUST 14, 2023
CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.
The DiJulius Group
AUGUST 18, 2023
Think about the last time you made someone’s day. It could have been something so simple, but it was clearly a surprising “wow” moment for the other person, leaving a positive impression on them. Yet, at the end of such a day, who feels the best? The day-maker does. And that is exactly what the. Read Full Article The post Want to Boost Employee Engagement?
Bill Quiseng
AUGUST 16, 2023
QUI TAKEAWAY: As their leader, the emotional well-being of your employees should prioritize the financial health of your business. Your employees don’t care how big your business is. They only care how big you care about them. So, CARE BIG for your people. First CARE for your people. COMMUNICATE openly, transparently, interactively, frequently, and continuously any information that your people need and want to know.
Customer Think
AUGUST 15, 2023
Finance is a sector of the economy that’s poised to benefit greatly from the adoption of AI, especially when it comes to Financial Technology or FinTech.
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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.
Fonolo
AUGUST 15, 2023
When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.” You might think a simpler measurement like “call per hour” would answer this same question. But as is often the case with call centers, things get complicated quickly.
The DiJulius Group
AUGUST 13, 2023
Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results.
DMG Consulting
AUGUST 14, 2023
Donna Fluss talks about evolving to meet today’s WFM needs The world has changed. We need to approach WFM with a different lens amid these changes and the ones that will continue to evolve the contact center and the solutions that make it run. The post Donna Fluss talks about evolving to meet today’s WFM needs appeared first on DMG Consulting.
Customer Think
AUGUST 15, 2023
Having a loyal customer base is a dream come true for any business. A loyal customer not only sticks with you through thick and thin but also helps you attract new leads and paves the way for you to grow your business.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Beyond Philosophy
AUGUST 12, 2023
I get mad when people waste my time. It’s probably why I have such a beef with cable companies and organizations’ call centers that have long hold times. Wasting someone’s time is also a waste of an opportunity to deliver an excellent customer experience. The source of my ire is likely tied to time being our most precious resource by some estimations.
SurveySensum
AUGUST 18, 2023
Think of some companies that you stopped doing business with because of their terrible customer service and the amount of effort it took on your part to do a simple task. You probably have a dozen on your mind. It can be multiple businesses- from a simple dry cleaning service that doesn’t understand the meaning of ‘rush order’ to a simple video subscription service whose customer service reps seem to be living under the rock.
InteractionMetrics
AUGUST 18, 2023
Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. In short, customer interaction extends throughout the entire customer journey. And it includes a company’s surveys! A survey asks about a customer’s interactions, but it is also in itself an interaction.
Customer Think
AUGUST 15, 2023
Note - this story is a sample from the freshly released Third Edition of Great Demo!Too Complicated – A Demo Horror StoryOrSnatching Defeat from the Jaws of VictoryA few years ago, while teaching a Great Demo! Workshop, I presented a slide that l.
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.
Logicalware
AUGUST 18, 2023
Are you ready to go beyond buzzwords and dive into the real impact of AI on Customer Experience? Regardless of your industry, location, or experience with AI, Puzzel’s half-day virtual event, Elevate ’23 , on November 7 th , holds tremendous learning, insights, and networking opportunities specifically tailored to help you design your customer engagement strategy in 2024 and beyond.
SurveySensum
AUGUST 17, 2023
Net Promoter Score (NPS) scores serve a purpose beyond measuring customer satisfaction; they offer cues for upselling and cross-selling opportunities. How? When customers give high NPS scores, it signifies their satisfaction and loyalty. This means they’re likely interested in exploring more of your company’s offerings. This, in turn, helps you plan your strategy to strengthen your relationship with existing customers, potentially boosting revenue while enhancing customer experience
BeyondPhilosophy
AUGUST 17, 2023
Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Time Well Spent Pine developed the Time Progression with his collaboration partner and colleague Dave Norton, founder of Stone Mantel and Insights Consultancy.
Customer Think
AUGUST 18, 2023
How many $4 fees add up to a $139 privilege? Amazon is about to find out. The online retailer and owner of Whole Foods and other physical stores has extended access to its Fresh grocery deliveries to non-Prime members, the Verge reports (citing Bloomberg).
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
Service Quality Institute
AUGUST 16, 2023
3 Core Ways to Grow Your Business Borrow $10-20 million for capital renovation. I am sure your local bank has very low-interest rates and would love to borrow you unlimited money. Spend $50,000 -100,000 a month on advertising and marketing. There are probably 1000 different places that offer advertising options that all would love your money. Focus on word-of-mouth advertising where customers love the customer experience, so they come back with their friends.
SurveySensum
AUGUST 16, 2023
According to Gartner’s research study, Effortless Experience Explained , 96% of customers who had a high-effort experience reported being disloyal, compared to only 9% of customers with a low-effort score. When customers have to jump through hoops to buy a product, contact customer service, or report an issue, they usually end up feeling frustrated and abandoning the company.
Logicalware
AUGUST 16, 2023
In the era of rapid technological advancement, the synergy between artificial intelligence (AI) and customer service has revolutionised the way businesses interact with their customers. Here at Puzzel, we’re focused on leveraging Generative AI’s capabilities to improve customer satisfaction and reduce contact centre costs. One such innovation is Puzzel’s AI-powered Co-pilot for agents and admins.
Customer Think
AUGUST 18, 2023
Businesses are quickly learning that effective sales performance in revenue-generating contact centers relies on the closing abilities of their top-performing sales professionals. Excelling in sales requires a balance of skills that top performers have mastered.
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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.
Zonka Feedback
AUGUST 16, 2023
Likert scale surveys are a quick and easy way to gather quantitative feedback from your customers. They help you measure the levels of their satisfaction with the experiences with your product, services, and the entire business.
Hodusoft
AUGUST 16, 2023
5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business In the last few years, a lot has changed the way individual users access the internet. The launch of 5G technology, the rise of mobile apps, the popularity of social media and instant messaging, and many more factors increased internet consumption by leaps and bounds. Be it shopping, studying, working, or staying connected with friends and family, people are using the internet more than ever before.
SixteenVentures
AUGUST 15, 2023
You get it; Goal Discovery is essential. It’s not just another buzzword or a fleeting trend in Customer Success. It’s the foundation of everything we aim to accomplish with our clients. But here’s where the frustration mounts: you have clients to manage, meetings to attend, fires to put out, and an inbox that never seems […] The post Goal Discovery: The Essential Task You Never Had Time for (Until Now!
Customer Think
AUGUST 18, 2023
Original article: [link] Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design Integrating touchpoint technologies is a strategic imperative as we all know to create the types of omnichannel experiences that business buyers experience when they purchase something from a consumer brand. B2B has been paying attention.
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.
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