eglobalis

AUGUST 13, 2024

Rivalry and Collaboration: How the Titans Samsung & Apple Set the New CX Standard of Excellence Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

CX 474

CX Innovation Manufacturing Technology 474

ECXO

AUGUST 12, 2024

Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays a crucial role in determining their adoption rates and the overall experience they deliver to users. This article explores the intricate connection between digital product design, adoption rates, and customer satisfaction, offering essential insights and strategies for tech companies aiming to strength

CX 388

CX E-commerce Legal B2C 388

Adrian Swinscoe

AUGUST 30, 2024

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.

Customer Expectations 264

Customer Expectations CX Customer Experience Business Growth 264

Callminer

AUGUST 26, 2024

Learn how the call center has been modernized with call center training software that monitors agent performance, provides continuous data insights, and supports agents with immediate feedback.

182

182

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

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

CX 174

CX Customer Satisfaction Customer Loyalty Customer Service 174

Customer Think

AUGUST 15, 2024

Introduction Article originaly posted at: [link] Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring that new initiatives resonate with both partners and customers. In today’s competitive market, businesses must deliver exceptional CX that meets and exceeds customer expectations.

Innovation 137

Innovation Customer Experience CX Customer Expectations 137

ECXO

AUGUST 19, 2024

All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.

Customer Experience 355

Customer Experience Customer Journey Map Net Promoter Score B2B 355

Adrian Swinscoe

AUGUST 27, 2024

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.

Omnichannel 147

Omnichannel AI Artificial Intelligence Business Growth 147

Callminer

AUGUST 20, 2024

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.

Customer Experience 182

Customer Experience 182

Experience Investigators

AUGUST 13, 2024

How do you prioritize customer experience improvements in a way that truly makes an impact? Discover the answer as an insightful question from Allison Shapira (www.linkedin.com/in/allisonshapira/) sets the stage for an engaging exploration into aligning customer experience enhancements with your organization’s core goals. By mapping out the customer journey, we uncover the pain points and opportunities that matter most, using a combination of customer feedback and operational data to guide

Invoicing 115

Invoicing Customer Journey Map Touchpoint CX 115

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

Customer Think

AUGUST 9, 2024

Introduction Find the original article here: [link] In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.

Customer Experience 137

Customer Experience CX Technology Technology 137

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Start-ups 108

Start-ups Sales Gaming Voice of the Customer 108

ECXO

AUGUST 12, 2024

Created by DALL-E with all rights reserved to ECXO.org. MarTech-Driven Transformation: Navigating the Future of Customer Experience Introduction In today’s fiercely competitive business landscape, delivering a superior customer experience (CX) is not just an advantage—it’s essential. Marketing technology (MarTech) is at the heart of this evolution, integrating data, automating processes, and enabling personalized, real-time customer interactions.

Customer Experience 351

Customer Experience Predictive Analytics Social Media Machine Learning 351

Adrian Swinscoe

AUGUST 19, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

Customer Service 147

Customer Service Omnichannel Customer Experience 147

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

Callminer

AUGUST 14, 2024

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, analyze data, and make strategic decisions.

AI 182

AI Customer Experience CX 182

Experience Investigators

AUGUST 6, 2024

Ready for another CX Pulse Check? Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers? First, we navigate a cultural revolution in Japan, where companies are redefining traditional norms to support their employees.

CX 109

CX Entertainment Innovation Customer Experience 109

Customer Think

AUGUST 28, 2024

The title is: Why the Medical Devices Industry Holds a Higher Standard of Customer Experience, and the question is: Why Can’t the Medical Devices Sector Fail?

Customer Experience 131

Customer Experience Innovation Customer Loyalty 131

Execs In The Know

AUGUST 27, 2024

Americans are more dissatisfied with the customer service they receive than ever before. According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. The Forrester CX Index is a key metric that evaluates the quality of customer service and loyalty across nearly 500 brands in 14 industries.

CX 105

CX AI Contact Center Machine Learning 105

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

Compliance

ECXO

AUGUST 14, 2024

Listen to your canary During the late 19th and early 20th centuries, coal mining was an essential industry, providing fuel for various industries and households. However, mining was an inherently dangerous job, primarily due to the presence of toxic gases like carbon monoxide, methane, and others that could accumulate in the mines. Miners needed a reliable and early warning system to detect these hazardous gases.

CX 227

CX Customer Satisfaction Customer Service Customer Experience 227

Adrian Swinscoe

AUGUST 14, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 147

Technology Technology AI Artificial Intelligence 147

Callminer

AUGUST 12, 2024

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn how automation plays an important role in CX.

Technology 182

Technology Technology Customer Experience CX 182

Doing CX Right

AUGUST 18, 2024

A week of silence revealed surprising truths. Could these lessons transform your leadership style and business? Read more now. The post Silence Speaks: Leadership Lessons from 7 Days Without My Voice appeared first on Doing CX Right.

CX 105

CX 105

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Customer Think

AUGUST 9, 2024

As I have written a couple of times before, 2024 will be the year of truth for GenAI. Truth in the sense of proving the delivery of real business value to technology users. Why did the Metaverse disappear as fast as it came up? Or blockchains, for that matter?

AI 129

AI Technology Technology CX 129

Experience Investigators

AUGUST 20, 2024

Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset A strategy A business discipline Customer experience is more than one area, product, service, or person.

Education 102

Education CX Artificial Intelligence Start-ups 102

ECXO

AUGUST 6, 2024

Future Thinking: A Complex and Multifaceted Ability that Deeply Influences Customer Experience On Customer Experience, future thinking involves envisioning and planning for future needs, preferences, and behaviors of customers. When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions.

Customer Experience 170

Customer Experience Innovation Education Government 170

Adrian Swinscoe

AUGUST 9, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

Business Growth 147

Business Growth Customer Service Customer Experience 147

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.

Business Growth

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

AI 182

AI 182

Doing CX Right

AUGUST 11, 2024

Are you curious about the ROI of AI? New research reveals surprising ways AI is transforming customer and employee experiences. Read article and apply lessons. The post The ROI of AI: New Research Shows the Impact on Customer and Employee Experiences appeared first on Doing CX Right.

AI 105

AI CX Technology Technology 105

Customer Think

AUGUST 8, 2024

Customer outcomes never differ from business outcomes, and vice versa. Customer outcomes are why your business exists. — Providing value for their needs. — Their funding fueling your life. — Their preference is your growth. — Their expansion fueling investors. — Their responses guiding your strategies.

CX 126

CX Customer Experience 126

Beyond Philosophy

AUGUST 9, 2024

Friction occurs when a customer has to work or think hard during an experience. Many times, friction is accidental or the result of organizational apathy. In these instances, friction is a bad thing. Friction is rarely a good thing in a Customer Experience. However, there are times when it can be beneficial. For example, when your bank uses two-factor authentication to ensure you are who you say you are.

Customer Experience 88

Customer Experience Retail Customer Satisfaction CX 88

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively