Callminer
NOVEMBER 20, 2023
Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.
ECXO
NOVEMBER 19, 2023
Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success.
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Adrian Swinscoe
NOVEMBER 22, 2023
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.
eglobalis
NOVEMBER 21, 2023
Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability 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
Callminer
NOVEMBER 23, 2023
Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-moment suggestions to improve an interaction.
Customer Think
NOVEMBER 22, 2023
Customers’ prosperity is your path to prosperity. For your solutions serving their needs, their funding serves the needs of employees, partners, and investors. Inversely, customers’ hardships (lack of prosperity) are extra costs for you, either to resolve their issues or to expand sales with new customers.
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
NOVEMBER 20, 2023
Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.
Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.
Customer Think
NOVEMBER 24, 2023
Article source: [link] Design everything from the customer back or customers won’t come back for anything Get your CX design right and the link with better business outcomes should be visible from space. Crafted and managed design directly impacts customer behaviour, loyalty, lifetime value, retention and, consequently, the bottom line.
Adrian Swinscoe
NOVEMBER 22, 2023
This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.
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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.
Lumoa
NOVEMBER 21, 2023
In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. For instance, it is expensive, resource-intensive, and requires expertise. But it is no longer a challenge, thanks to modern technologies like martech tools and back-office solution software and the use of artificial intelligence (AI) in customer feedback analysis.
Bill Quiseng
NOVEMBER 23, 2023
Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south.
Heart of the Customer
NOVEMBER 20, 2023
When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator? These books can help you […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.
Adrian Swinscoe
NOVEMBER 20, 2023
Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.
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
NOVEMBER 18, 2023
Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. What we regret and how we respond to it requires understanding how regret happens.
Customer Think
NOVEMBER 21, 2023
In business, customer loyalty is the backbone of profitability. That’s why every business owner should strive to create a group of returning loyal customers. The key to gaining customer loyalty? Customers need to feel an emotional connection to your products and business as a whole.
DMG Consulting
NOVEMBER 20, 2023
Donna Fluss talks Large Language Models What makes a good LLM? Check out Donna’s thoughts on LLMs in the contact center. The post Donna Fluss talks Large Language Models appeared first on DMG Consulting.
Steven Van Belleghem
NOVEMBER 21, 2023
Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn’t have to be your organization’s reality. There is a way to break through the inertia to engage your team, drive better results, and attract a tribe of loyal customers―by tapping into the greatest driver of brand success: your internal company
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.
Zonka Feedback
NOVEMBER 24, 2023
In a world where genuine opinions are often tethered to personal identities, the freedom of anonymity paves the way for unfiltered truth. The ability to express thoughts without the weight of identification is a catalyst for candid feedback—a cornerstone of growth for businesses and organizations.
Customer Think
NOVEMBER 21, 2023
A good creative brief is the foundation for an effective marketing campaign. In the face of deadlines, however, and at the normal, torrid pace of modern marketing, creative briefs are often viewed as an extra step, an annoyance, and an unnecessary obstacle to getting content in market. Why are briefs so important? One word: alignment.
Logicalware
NOVEMBER 21, 2023
At Puzzel’s annual event, Elevate ‘23, artificial intelligence took centre stage. Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Among these experts was Zack Kass, AI Futurist and former GTM leader at OpenAI. Here, we’ll delve into the history of AI and explore its role in shaping the next industrial revolution with insights from Zack’s enlightening session.
CX Network
NOVEMBER 23, 2023
The complete guide to the contact center, its importance to enhance customer loyalty and the technology and people that underpin it
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
NOVEMBER 22, 2023
Magpi is a powerful mobile data tool designed to streamline and enhance the process of data collection. With its mobile-first approach, the platform facilitates easy creation and deployment of forms for on-the-go data collection.
Customer Think
NOVEMBER 18, 2023
If there is one sector where there is still room to grow in terms of customer focus, it surely is the construction sector. I do not know what your experience is with construction companies, but mine is not terribly positive. How often are appointments to build or repair something cancelled at the last minute?
SurveySensum
NOVEMBER 23, 2023
What is an NPS tool? How to choose the right NPS tool? A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.
Logicalware
NOVEMBER 23, 2023
It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? To explore this, we invited Xiaopeng Li, AI Lead at Microsoft, to share his insights at our annual event, Elevate ’23.
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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
NOVEMBER 22, 2023
In the current times, collecting and analyzing data is a game changer for any business. Insights derived from data surveys hold the key to deciphering customer sentiments, guiding critical decisions, and propelling company growth. The advent of online survey tools has magnified its significance, becoming instrumental across diverse sectors—from market research to HR evaluations, customer experience, and beyond.
Customer Think
NOVEMBER 18, 2023
Every business loves a happy customer. But I’ve found that it’s really easy to equate a quiet customer with a happy one, even though they can be two very different things. They aren’t mutually exclusive. On the contrary, a happy customer can often use a product or service in quiet anonymity.
SurveySensum
NOVEMBER 24, 2023
When there is a big decision to be taken, for example, buying a new phone or looking for rentals, who do you ask first? – Your family and friends. This is because I trust and value our friends and family above others. And believe it or not more than 70% of customers trust their friends and family when it comes to product recommendations. This is why businesses need to pay attention to their NPS score.
Qmatic
NOVEMBER 23, 2023
The need for flexible, comfortable, and convenient solutions is on high rise across industries, and virtual queuing with mobile tickets is a progressive solution. It is possible to increase the use and application of mobile tickets.
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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