Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before. In fact, we would be remiss if we didnt say that customer service is now one of the leading differentiators for businesses looking to set themselves apart in highly saturated market

Customer Service 52

Customer Service Sentiment Analysis AI Social Media 52

eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers. From hyper-personalization to autonomous workflows, AI is delivering unprecedented opportunities while posing new challenges.

AI 221

AI CX Sentiment Analysis Net Promoter Score 221

Callminer

DECEMBER 19, 2024

Artificial intelligence (AI) has been transforming the way contact centers operate, delivering tailored customer service to customers. Read about 5 examples of AI in the contact center here.

Contact Center 182

Contact Center AI Artificial Intelligence Customer Service 182

Futurelab

DECEMBER 20, 2024

#NoBullshitCX #20yearsFuturelab Involve your frontline in customer innovation. I mentioned the concept of Advocacy Moments last week: an event, interaction, or item that makes people want to share their positive experience, because they have a nice story to tell. But how to create those moments? Who can tell what really moves people to the point that they share their experiences?

Innovation 130

Innovation CX 130

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 Satisfaction

Adrian Swinscoe

DECEMBER 20, 2024

Todays podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate and measure [] The post The impact of influencer marketing on customer experience Interview with Daphne Robertson of #paid first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience Artificial Intelligence Business Growth Customer Relationship 147

Kate Nasser

DECEMBER 15, 2024

Delivering an irresistible customer experience is easier than you think and worth the effort! Tips fr Kate Nasser, The People Skills Coach, Author, Leading Morale. The post Irresistible Customer Experience: What Every Customer Wants #CX appeared first on KateNasser.com.

Customer Experience 91

Customer Experience CX Contact Center Sales 91

Zonka Feedback

DECEMBER 17, 2024

Improve your CAPA process and streamline quality management with actionable strategies that ensure compliance, improve efficiency and boost patient safety.

Healthcare 59

Healthcare Compliance 59

Adrian Swinscoe

DECEMBER 16, 2024

In this article, CX thought leader Adrian Swinscoe addresses the dual challenge facing customer experience (CX): firstly, the declining trend in customer satisfaction, and secondly, the [] The post The two-sided customer experience problem and how VoC data is the answer first appeared on Adrian Swinscoe.

VOC 147

VOC Customer Experience Customer Satisfaction CX 147

SurveySensum

DECEMBER 18, 2024

NPS aims to unravel customers sentiments. You can receive a score of 35 or 50 or 63 which determines how happy or unhappy your customers are. But how can you know if it is a good or bad NPS score ? Scroll down and find out. But for that, we must first understand what NPS is and how NPS is calculated. Net Promoter Score Defined Net Promoter Score (NPS) is a widely used CX metric that measures customer loyalty and satisfaction by gauging how likely customers are to recommend a company, product, or

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Callminer

DECEMBER 15, 2024

Conflict management is a critical skill in any high-pressure environment, and contact centers are no exception. Read this blog for top tips and effective strategies.

Contact Center 182

Contact Center 182

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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.

VOC

Experience Investigators

DECEMBER 17, 2024

What if you could transform your customer experience strategy to drive tangible business results, like increased revenue and reduced expenses? In this milestone 99th episode of the Experience Action Podcast, we wrap up the year by reflecting on the successes and lessons learned in customer experience. Together, we’ll explore five critical questions that will help you evaluate your priorities and achievements this past year.

Customer Feedback 52

Customer Feedback CX Customer Experience 52

CX Network

DECEMBER 19, 2024

From finance to airlines, business intelligence can improve contact center operations for businesses in all industries

Contact Center 52

Contact Center Finance 52

Zonka Feedback

DECEMBER 16, 2024

Salesforce, a leading customer relationship management platform, becomes even more powerful when integrated with Zonka Feedback Surveys. Embedding surveys in Salesforce emails allows you to collect customer feedback seamlessly, enhancing the efficiency of your sales, service, and marketing teams. With Salesforces automation features, you can trigger surveys at critical touchpoints, such as post-purchase or ticket resolution, and sync responses directly to customer profiles for a unified view.

Customer Relationship Management 52

Customer Relationship Management NPS Touchpoint Customer Relationship 52

ECXO

DECEMBER 18, 2024

Hannukah 2024 The ECXO Wishes You a Season of Light and Joy! Merry Christmas , Happy Hanukkah , and an Amazing Start to 2025! To all of you celebrating Christmas and Hanukkah , we extend our warmest wishes for joy, connection, and peace. May these celebrations fill your hearts with light, your homes with laughter, and your paths with hope for a brighter future.

Customer Experience 156

Customer Experience CXM CX 156

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

Intercom

DECEMBER 18, 2024

If 2023 was the year AI burst on to the scene, 2024 was the year it truly came of age in customer service. We moved beyond the initial wow factor to see what AI could actually deliver and the results have been transformative. From Fin AI Agents groundbreaking 51% resolution rate out of the box to stories of our customers handling 690% increases in volume without adding headcount, the promise of AI became very real indeed. “2024 has shown us that AI is transforming the very nature of custo

AI 52

AI Engineering Customer Service Start-ups 52

CX Network

DECEMBER 19, 2024

Explore the advantages of business intelligence in the contact center, from enhanced personalization to optimized resource management

Contact Center 52

Contact Center 52

Zonka Feedback

DECEMBER 17, 2024

Improve your CAPA process and streamline quality management with actionable strategies that ensure compliance, improve efficiency and boost patient safety.

Healthcare 52

Healthcare Compliance 52

Smart Customer Service

DECEMBER 16, 2024

New capabilities in Amazon Connect include proactive, personalized customer outreach, improved self-service, generative AI safeguards, and manager tools for agent coaching.

AI 52

AI 52

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.

AI

RateMyService

DECEMBER 18, 2024

Here are quick answers to questions you may have about our platform. 1. Are there any tutorials? Please click here to access our training materials. This will help ensure you fully utilize the features available on our platform. 2. How do I login? Click on the blue Login button located at the top right of the page. If youre unable to log in, it is either due to an unstable internet connection issue or incorrect credentials.

CRM 52

CRM 52

CX Network

DECEMBER 14, 2024

Learn how to measure and improve CX to create lasting memories and boost brand growth

CX 59

CX 59

Zonka Feedback

DECEMBER 15, 2024

Embedding surveys in platforms like Intercom helps businesses gather valuable feedback during key customer journeys. By integrating Zonka Feedback with Intercom, you can collect insights in real-time, measure satisfaction after interactions, and improve support experiencesall without switching between platforms. This blog will provide a step-by-step walkthrough to embed surveys in Intercom emails, ensuring you streamline feedback collection while empowering your team with actionable data.

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Customer Feedback 52

Help Scout

DECEMBER 17, 2024

Discover why multilingual support is essential for businesses and how AI can help you connect with your customers across languages more easily.

AI 45

AI 45

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 Experience

1 to 1

DECEMBER 19, 2024

This article was originally published in the Customer Strategist Journal. Read the issue here. The customer experience (CX) landscape is constantly evolving with changing technologies, customer behaviors, challenges, and opportunities. Thats always been the case but as we head into 2025, things feel different. Now that AI has fully made the leap from theoretical buzzword to a cornerstone of contact center operations and brands are seeing its benefits firsthand, the year ahead is poised to be tr

CX 26

CX Contact Center Customer Experience Sentiment Analysis 26

The DiJulius Group

DECEMBER 19, 2024

Todays episode is from a live Q&A with The DiJulius Group Chief Revolution Officer John DiJulius, during which he answered questions from business leaders on how to be more effective leaders. Links: The Customer Service Revolution Podcast The DiJulius Group Customer Experience Executive Academy Employee Experience Executive Academy Our new best-selling book,The.

Customer Service 52

Customer Service Customer Experience 52

Zonka Feedback

DECEMBER 16, 2024

How many unread emails are sitting idle in your inbox100, 500, or maybe even more? With so much noise competing for attention, convincing someone to open your email survey can feel like an uphill battle.

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SugarCRM

DECEMBER 17, 2024

In this blog post, we’ll dive into the key differences between SugarCRM and Microsoft Dynamics 365. While both platforms have their strengths, each caters to different types of organizations. Although Microsoft Dynamics shares similar sales and marketing capabilities, like customer journey management, salesforce automation, and customization options, the main differences between the two solutions lie in their respective price points and integration capabilities.

CRM 26

CRM Compliance ML Finance 26

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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.

AI

CommBox

DECEMBER 17, 2024

Here’s our biggest brag: In 2024, we delivered 20 features specifically requested by customers like you, plus 50 more innovations as part of our AI-focused roadmap. That’s 70 total new features and functionalities in a single year. This achievement reflects our commitment to exceptional customer service – a value we’ve shared with partners like you for over a decade.

Innovation 52

Innovation AI Compliance Engineering 52

Hodusoft

DECEMBER 18, 2024

The Essential Guide to Choosing the Right Managed Service Provider for Your Business If you are considering outsourcing some of your tech processes or operations to a Managed Service Provider (MSP), you are in for a tough competition. A recent survey revealed that nine out of every ten small and medium businesses have already partnered, or are considering partnering, with an MSP to outsource some of their IT needs.

Compliance 52

Compliance Contact Center Business Growth Business Operations 52

Zonka Feedback

DECEMBER 15, 2024

Engaging with your audience and gathering feedback is crucial for any business, and embedding surveys in emails is one of the most effective ways to do so.

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SugarCRM

DECEMBER 19, 2024

Investing in a Customer Relationship Management (CRM) solution is a critical decision for any business. Beyond the initial price tag, the CRM TCO – total cost of ownership – sums up all the expenses of acquiring, implementing, and maintaining the solution over its lifecycle. For companies that seek greater control over their CRM, SugarCRM offers an attractive solution with features and flexibility designed to reduce hidden costs and boost value.

CRM 26

CRM Compliance Customer Relationship Management Customer Relationship 26

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.

Technology