Fonolo

NOVEMBER 9, 2017

We’ll talk about: Social Media for Crisis Management. Ways to Reduce Customer Frustration. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. VP’s & Directors of Web/Social Media. How to Smooth Out Spikes in Call Volume. Plus So Much More!

Social Media 59

Social Media Customer Service Contact Center Education 59

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Incorporating a new focus towards customer frustrations may be the most worthwhile change your company takes.

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Fonolo

NOVEMBER 23, 2017

47% of consumers aged 18-34 have used social media to complain about a brand’s customer service and 52% have used it to ask a customer service question. We’ll talk about: Social Media for Crisis Management. Ways to Reduce Customer Frustration. VPs & Directors of Customer Experience.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

JUNE 17, 2015

Without innovative and useful content, not only will Google not reward the site with high search placement, but associated efforts – email campaigns, social media marketing, and search engine optimization – will also fall short. Social media marketing (SMM), in turn, will help enhance search performance for the site.

Social Media 96

Social Media Engineering Gaming Innovation 96

ClearAction

MAY 29, 2016

Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. How Marketing Can Excel in Customer Experience Management. Customer Experience Social Media Conversations.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. It’s your most powerful competitive tool.

Customer Journey Map 52

Customer Journey Map CX Transformation CX Education 52

Help Scout

JUNE 22, 2021

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. 80% of companies use customer satisfaction scores to analyze customer experience and improve it. 72% of companies believe they can use analytics reports to improve the customer experience.

Customer Service 128

Customer Service Social Media Omnichannel NPS 128

Win the Customer

FEBRUARY 23, 2018

Instead of addressing the issue as a serious event, Reese’s decided to create a campaign surrounding the idea of ‘tree shaming’ and #AllTreesAreBeautiful , which ended up gaining traction on social media and turned the disaster into a funny concept for fans to engage with. Educate Your Audience.

Education 99

Education Social Media Customer Loyalty Customer Experience Management 99

Sprinklr

JULY 1, 2021

.” The same holds true for customer interactions across your digital customer care channels. The same AI that examines the customer sentiment of millions of conversations on social media can also be used to predict the happiness level of the customer behind the message, known as predictive CSAT.

Artificial Intelligence 59

Artificial Intelligence AI Social Media Customer Satisfaction 59

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. It warms up the relationship between your brand and the new user, yet at the same time educates them and increases engagement.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Fonolo

NOVEMBER 21, 2017

We’ll talk about: Social Media for Crisis Management. Ways to Reduce Customer Frustration. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. VP’s & Directors of Web/Social Media. How to Smooth Out Spikes in Call Volume. Plus So Much More!

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Service 52

Customer Service Customer Retention CX Social Media 52

Sprinklr

OCTOBER 15, 2021

But this customer only knows that she needs a new pair of shoes for her new activity. So she goes online, and after doing some research which only confuses her further, she posts to social media for advice. The post Sprinklr named Best Innovation in Customer Experience at Enterprise Connect Awards appeared first on Sprinklr.

Innovation 52

Innovation E-commerce Customer Experience CXM 52

Fonolo

NOVEMBER 15, 2017

Customer service experts take their wisdom and experiences at work and harvest that knowledge. In time it turns into what feels like a “sixth sense” or “intuition” but truthfully it’s just being extremely educated about your surroundings. We’ll talk about: Social Media for Crisis Management. Rainer Uphoff.

Customer Service 100

Customer Service Contact Center Social Media Education 100

Zendesk

JANUARY 23, 2024

Improved customer experience Customer experience (CX) refers to every interaction a consumer has with a business—whether that’s making a call to customer service or observing an ad on social media. Organizations can also develop workforce planning templates to aid in their forecasting efforts.

Outlook 52

Outlook Construction Social Media AI 52

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. Funding your education is obviously a very important aspect of many people’s lives (it’s central to the idea of “The American Dream,” for example), so Brenda’s work has a near-constant importance.

Social Media 47

Social Media Non-Profits Construction Social Listening 47

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

AUGUST 10, 2021

They’re embracing social media and a variety of recruitment channels to uncover and engage with a diverse pool of candidates and promote their employer’s value propositions. Onboarding: Particularly during an employee’s first 90 days, focused training is crucial to ensuring a smooth and productive experience.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Lumoa

APRIL 13, 2020

In this article, we’ll explain what voice feedback is and how you can easily generate customer insights from your customer calls. Organizations often collect customer feedback from multiple sources such as social media, emails, chat, surveys or reviews. What is voice feedback?

Text Analytics 83

Text Analytics Artificial Intelligence Machine Learning Social Media 83

SurveySensum

JANUARY 26, 2022

This has been pretty much the core reason for companies to drift more towards adopting an omnichannel experience for customers. Omnichannel is the new norm for businesses, and customer experience managers are starting to confirm that omnichannel offerings have become a major priority for them. .

Customer Experience 59

Customer Experience Contact Center Machine Learning Omnichannel 59

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. It warms up the relationship between your brand and the new user, yet at the same time educates them and increases engagement.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Qualtrics

MAY 1, 2019

Her mission is to bring these audiences closer to education institutions through two-way dialog and excellent supporter care. And don’t be tricked into thinking all experience data (X-data) comes from surveys. Applying this lesson to higher education, you need champions for good alumni engagement around your university.

Close the Loop 39

Close the Loop CX Invoicing Education 39

Beyond Philosophy

DECEMBER 23, 2015

They are; Customer Experience and Value Optimization. Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. It’s about bringing all groups within an organization together with a focus on making each experience more effortless for customers.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CX Journey

NOVEMBER 10, 2015

If we don't listen, we'll never know anything about our customers' needs and desired outcomes. social media, call center data/feedback, voice of customer through employees) is an "always on" venture. Training and Education : Perhaps this is a line item in your roadmap, but I thought I'd call it out separately.

Government 64

Government Customer Journey Map Social Media Voice of the Customer 64

Zendesk

NOVEMBER 3, 2023

While traditional AI can make educated predictions based on the data, generative AI can create new data based on the provided datasets. Benefits of generative AI Generative AI offers numerous advantages, especially for customer service teams. Businesses can use both traditional and generative AI to analyze data.

AI 52

AI Machine Learning Artificial Intelligence ML 52