ECXO
JULY 1, 2024
Sky-rocketing customer experiences using the power of psychology Check out this amazing insight! It’s mind-blowing how psychology and customer experience are connected, and how the theories of Jung and Lacan can unlock a whole new level of understanding. In today’s customer-focused business world, these insights are more important than ever.
eglobalis
JULY 2, 2024
The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.
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Callminer
JULY 4, 2024
Sales effectiveness measures how well your team generates leads and closes sales throughout the customer journey. Learn how the right sales strategies can increase effectiveness and your bottom line.
Futurelab
JULY 5, 2024
#NoBullshitCX #20yearsFuturelab “Think in value chains.” Remember last week’s tire company? During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers. Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience.
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
JULY 4, 2024
It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe.
Customer Think
JULY 3, 2024
Article source: [link] Ethnography and customer experience (CX) blend seamlessly to create a richer, more comprehensive understanding of customers. Ethnography’s immersive approach provides context and depth to customer interactions, offering insights into behaviours, needs, and pain points that traditional methods might overlook.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 5, 2024
Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.
Adrian Swinscoe
JULY 1, 2024
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.
Comm100
JULY 3, 2024
Enhancing customer service efficiency while maintaining quality is a paramount challenge. Chatbots have emerged as a powerful tool in addressing this, offering numerous benefits that can transform customer interaction dynamics. Here’s why integrating chatbots into your customer service strategy is essential with a low down on the key advantages of chatbots. 24/7 availability One of the standout advantages of chatbots is their ability to remain operational around the clock.
Bill Quiseng
JULY 3, 2024
On July 4, Americans celebrate Independence Day. In part, the Declaration of Independence proclaimed That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it … and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about reve
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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.
Customer Think
JULY 3, 2024
Gone are the days of manually organizing schedules, painstakingly compiling performance metrics and developing sales strategies from scratch. Now, there’s an AI for that. The transformative benefits of generative artificial intelligence (GenAI) in the workplace is undeniable, with seemingly limitless use cases enterprise-wide.
Doing CX Right
JULY 1, 2024
Examine the CX impact of the controversial Toys 'R' Us AI ad. Discover five critical actions to effectively leverage AI, push boundaries, and captivate your customers. The post AI in Advertising: Customer Experience Insights from Toys ‘R’ Us Ad Controversy appeared first on Doing CX Right.
BeyondPhilosophy
JULY 4, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This episode is the sixth of eight master classes, showing that one event never affects customer behavior. Multiple events can occur at any one time. Today’s master class discusses understanding risks and how we, as human beings, deal with those risks.
SurveySensum
JULY 4, 2024
Did you know that 1 in every 26 customers complain when they are unhappy and the rest just churn without ever raising a complaint or leaving negative feedback? This just goes to show that more often than not organizations don’t pay attention to closing the feedback loop with their customers, resulting in customers churning out silently. This doesn’t just affect the reputation of the company but also impacts its growth and revenue – it costs 5-25 times more to onboard a new customer than to reta
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.
Customer Think
JULY 5, 2024
In my work with clients, the buying process for their complex solutions takes considerable time with buying groups that involve five or more people.
Execs In The Know
JULY 2, 2024
Our February 2024 report, Exploring Corporate Opinions on BPOs , surveyed 52 customer experience (CX) leaders across various industries for their outsourcing insights. In partnership with NICE , this comprehensive report delves into the critical aspects of outsourcing, including cost reduction, brand integrity, service quality, and flexibility. The research is a must-read, not only for CX leaders looking to understand the position of their peers but also for BPOs looking to better match their of
Lightico
JULY 2, 2024
With the recent Supreme Court ruling in favor of the Consumer Financial Protection Bureau (CFPB) , it is likely the CFPB will use the wind off the new victory to dig even deeper into financial regulation than before. The auto finance industry in particular, with its high-volume sales, dealership networks, and a highly securable and movable asset, faces mounting challenges, ranging from stringent compliance requirements enforced by the CFPB to the complexities of loan servicing, strict documentat
SurveySensum
JULY 2, 2024
Are you actively listening to the voice of your customers about your products and services? If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.
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.
Customer Think
JULY 5, 2024
Now that we’re midway through 2024, it’s clear that consumer expectations have continued to shift significantly. The demand for excellence and personalized experiences has never been higher, particularly among high-end customers. This demographic’s expectations have soared even more than usual, driven by a desire for unique, tailored interactions that go beyond generic services.
Hodusoft
JULY 2, 2024
Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry In recent years, the insurance industry has evolved at a great pace. Just like other industries, delivering exceptional customer experiences has become more critical in the insurance sector as well. Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” The event brought together Subject Matter Experts, Mr.
cxservice360
JULY 1, 2024
Discover how digital gift cards can boost survey participation rates and provide critical business insights. In our latest article, Cindy Mielke, Vice President of Strategic Partners at Tango, reveals the secrets to leveraging these incentives for maximum impact. The post Enhancing Survey Participation Through Digital Gift Card Incentives appeared first on CXService360.
CommBox
JULY 1, 2024
In today’s fast-paced digital landscape, businesses must optimise the customer experience and WhatsApp has emerged as a powerful tool in this endeavour. With over two billion users globally, WhatsApp offers businesses a direct, convenient, and personal way to connect with their customers. Whether it’s through instant messaging, multimedia sharing, or automated chatbots, WhatsApp provides a single platform that meets customers where they are.
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
Customer Think
JULY 5, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
SurveySensum
JULY 1, 2024
Have you ever received a survey where responses spiraled out of control, leaving you with more questions than answers? Yes, we have all been there. But what if I tell you a simple way to overcome this challenge and get clarity without going through all the chaos? Enter close-ended questions – this type of question can transform your survey design and create a streamlined feedback mechanism, making it easier to extract actionable insights.
Zonka Feedback
JULY 4, 2024
Over the years, customer experience has become the key brand differentiator that helps you to augment your customer base along with the conversion rate.
CommBox
JUNE 30, 2024
Being customer-obsessed is not just another “in” word of the moment; it’s an essential part of your business’s strategy if your mission is to stay ahead of the competition and stand out in a competitive market. Now, you might be wondering what is behind “customer obsession” and how AI chatbots play a role in helping your business to achieve this successfully.
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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.
Customer Think
JULY 5, 2024
It takes a lot of effort to be a landlord. You’re responsible for searching out and doing due diligence on all new properties you add to your portfolio. You’re responsible for collecting rent and managing day-to-day operations.
CX Network
JULY 5, 2024
How to overcome executive-level resistance to your CX strategy using behavioral economics
Help Scout
JULY 1, 2024
Customer service automation is a great way to scale customer support. When paired with human-driven support, automation makes teams more efficient and gives customers a better experience.
SugarCRM
JULY 4, 2024
Sales in manufacturing are incredibly complex. More often than not, they involve long lead times, custom orders, and multiple approvals along the way. Despite these challenges, CRM tools can help manufacturers quickly overcome these bottlenecks, streamline sales processes, and improve cross-departmental collaboration. They can also facilitate collaboration with external stakeholders such as suppliers and distributors.
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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