ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 103

CX B2B Compliance Sales 103

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

CX Accelerator

JANUARY 7, 2019

What followed was a couple solid weeks of stalling that red 1987 Toyota Corolla at every intersection with my two little brothers laughing at me from the back seat. What followed was a couple solid weeks of stalling that red 1987 Toyota Corolla at every intersection with my two little brothers laughing at me from the back seat.

AI 275

AI Machine Learning CX Net Promoter Score 275

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In This Article: Why is Sentiment Analysis on Customer Feedback Important?

Sentiment Analysis 83

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 83

CSAT.AI

JANUARY 25, 2023

What’s fueling it and where it’s happening is part of the discussion. But does this debate apply to the contact center work from home model? The WFH and Hybrid Work Issue It’s true that the pandemic forced a hard work from home model on most businesses and their employees. Workers do not want to lose what they have gained.

Contact Center 96

Contact Center Sentiment Analysis AI CX 96

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Beyond Philosophy

AUGUST 17, 2023

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. Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.”

Hospitality 78

Hospitality Hospitality AI Technology 78

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations.

Start-ups 88

Start-ups CRM Sales Technology 88

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. I hope you’ll have a quick look and listen!

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

Shep Hyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. So, what to do with this list? by Carl Smith.

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Tips for Success with Subscription Business Models by Amanda Davis. This article has the answer. Sign Me Up!

Customer Service 61

Customer Service Artificial Intelligence AI Sports 61

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. What Does it Mean to Shift Right? .

CRM 104

CRM Customer Retention Start-ups Touchpoint 104

Intercom

MARCH 14, 2023

Just a few weeks ago, we announced our first GPT-powered features in Intercom – a range of useful tools for customer service reps – and our customers have been really enjoying the extra efficiency these features deliver. The big goal, though, was creating a GPT-powered chatbot that could answer customer queries directly.

AI 99

AI Machine Learning Technology Technology 99

Intercom, Inc.

JULY 5, 2022

But often when I shared these designs with others to get feedback, we’d get sidetracked by seemingly small interaction design decisions when, in reality, we just had different mental models of how the system should work. For example, here’s a system design diagram that we used to design our Articles product.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 48

Artificial Intelligence Contact Center AI Omnichannel 48

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

ECXO

FEBRUARY 26, 2024

And this led me to write this article. I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. From choosing what to wear, what to eat, and where to go, to making significant choices about health, finance, and relationships.

E-commerce 106

E-commerce Sales Social Media CX 106

Intercom, Inc.

MARCH 7, 2022

Last month’s shiny new updates will not only allow us to improve the efficiency of your teams, but your customers can also enjoy the most personalized engagement on the market. Without further-ado, here’s what our Intercom chefs have been cooking up over the past month. Get customized support with Premier Services.

Customer Experience 104

Customer Experience Start-ups Customer Relationship Customer Expectations 104

Zendesk

APRIL 12, 2023

Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. What are generative AI and large language models (LLMs)?

AI 98

AI Engineering Start-ups Legal 98

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. Based on the company ‘’mindset’’ and approach.

Customer Experience Maturity Model 94

Customer Experience Maturity Model B2B CX Customer Experience 94

The Customer Service Blog

MARCH 21, 2024

Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. In fact one of the very first articles in this blog - way back in 2016 - was about them (you can read the article by clicking here ). Or do they?

Retail 57

Retail Finance Sales Customer Service 57

Shep Hyken

JUNE 25, 2021

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? . The story goes something like this. . And he never said a word! .

Sports 102

Sports VOC Voice of the Customer CX 102

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). Why does this drive growth?

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

Helpt

JANUARY 16, 2024

Outsourcing is a strategic move that aligns with the need for efficient, responsive support, crucial for sustaining customer satisfaction and staying competitive in a fast-paced market. What is External IT support? Introduction So you've decided to outsource your tech support? That's a smart decision! Let’s dive in.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

Zendesk

MAY 24, 2023

Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service? How can AI help customer service? Read on to learn how your business can make the most of AI in customer service.

AI 88

AI Customer Service Machine Learning Technology 88

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Artificial Intelligence Net Promoter Score Touchpoint 83

ECXO

JUNE 11, 2023

What do they value most? Is your customer data out of date? Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience. A persona is an archetype of your ideal customer. CX design is no longer just about aesthetics. This is urgent.

B2B 129

B2B B2C Touchpoint Actionable Insights 129

Shep Hyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. My service is so good that I stay and I pay. . My service is so good that I stay and I pay. .

Gaming 119

Gaming Social Media Customer Experience Customer Loyalty 119

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying. Then ChatGPT happens.

AI 64

AI CX Customer Experience Artificial Intelligence 64

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

CX 163

CX CEM Close the Loop Business Administration 163

Steven Van Belleghem

DECEMBER 19, 2022

I want to circle back a little bit to my Offer You Can’t Refuse concept, of which you can see a short refresher clip here: These days, customers have come to really expect four layers of value: They obviously want a good product. They want you to create positive change in their life and become what I call a Partner in Life.

Sports 136

Sports Retail CX Customer Experience 136

Totango

JUNE 15, 2022

What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? Reorient Your Operating Model.

Touchpoint 96

Touchpoint Start-ups NPS CRM 96

Totango

JULY 29, 2022

Did you know that 70% of revenue in a subscription-based business comes from existing customer renewals and upsells? In order to ensure renewals and maximize upsell opportunities, it’s important to consistently provide value throughout the entire customer journey. Customer Expansion at its Core . Driving Expansion .

Scorecard 112

Scorecard Start-ups Customer Experience 112

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Everything they do is built around their customers. In other words, they are truly customer-centric. Businesses with a customer focus are relentless in finding new ways to create value.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Zendesk

MARCH 8, 2023

Businesses should know a lot about their customers. After all, most companies possess significant data about the people who buy their products and services. These customers are no longer content to be “caller number eight” in line or receive “personalized” marketing emails that clumsily paste their names at the top.

AI 98

AI Sentiment Analysis Omnichannel CX 98