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.
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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.
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.
Customer Think
AUGUST 18, 2023
The concept of home automation solutions, once considered a distant futuristic vision, has now seamlessly woven into our daily lives. With the advent and ascendancy of the Internet of Things (IoT), the very definition of our living spaces has been redefined, evolving into intelligent ecosystems that respond, adapt, and anticipate our needs.
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.
Beyond Philosophy
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
Zonka Feedback
AUGUST 18, 2023
Medallia is a well-known name for enterprise customer feedback tools, enjoying a good 5.59% market share in the customer loyalty market. And for a good reason.
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.
CX Network
AUGUST 18, 2023
How CX leaders can foster multi-department collaboration and secure buy-in for their projects
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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.
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).
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
MyCustomer Experience
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.
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.
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
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.
Zendesk
AUGUST 16, 2023
Businesses are rethinking how they get things done thanks to advances in generative artificial intelligence (AI). Content creators, coders, and many others can use AI to improve their work quality and productivity. ChatGPT and Google Bard are the two generative AI products that are getting the most buzz, and businesses want to know which one is best for their needs.
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.
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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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