ECXO

MAY 15, 2023

Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t worry – it’s never too late to join the party. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech? The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute.

Net Promoter Score 133

Net Promoter Score Technology Technology Retail 133

Callminer

MAY 15, 2023

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

Healthcare 344

Healthcare AI 344

Adrian Swinscoe

MAY 15, 2023

This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient experience using gamification? first appeared on Adrian Swinscoe.

Technology 246

Technology Technology 246

Customer Think

MAY 16, 2023

In our fast-paced and predominantly digital world, businesses are constantly searching for ways to create seamless, integrated marketing campaigns. Omnichannel marketing has emerged as a powerful strategy to engage customers across various channels, both online and offline. In essence, it’s about providing a consistent, personalized experience for consumers, regardless of the touchpoint.

Omnichannel 126

Omnichannel Touchpoint 126

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Totango

MAY 17, 2023

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 106

Sales Sports AI Touchpoint 106

Callminer

MAY 17, 2023

Companies that haven’t leveraged call center analytics are often unsure about how it works. Find out what call analytics are and the benefits they provide.

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182

Customer Think

MAY 16, 2023

Have you heard of digital marketing’s best kept secret, brand-to-brand partnerships? A brand partnership is a mutually-beneficial relationship between non-competitive retailers. Their goals are to collectively engage new audiences, incentivize customer loyalty and increase sales.

Retail 115

Retail Customer Loyalty Sales 115

The DiJulius Group

MAY 15, 2023

The Great Reshuffle continues as the shortage of front-line and hourly workers is still strongly felt across the labor market by industries in the private sector including airlines, gyms, hospitality, all manner of office environments, and elder care, to name just a few. Organizations are struggling with finding, hiring, and keeping good people yet ageism.

Hospitality 101

Hospitality Hospitality 101

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

NPS 88

NPS Customer Loyalty CX Customer Satisfaction 88

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential.

Contact Center 91

Contact Center Customer Satisfaction Sentiment Analysis Artificial Intelligence 91

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Think

MAY 18, 2023

Don’t Be an Ostrich Every customer-facing support organization faces problems, but not every organization has properly equipped its teams to solve them. We often hear the phrase, two things are certain in life, death and taxes. But, if we are honest, we could easily add a third: problems.

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101

ECXO

MAY 16, 2023

What is a Customer Data Platform? The CDP Institute defines a customer data platform as “packaged software that creates a persistent, unified customer database that is accessible to other systems.” CDPs originally had four simple characteristics: ingest data from multiple sources; manage identities; segment audiences, and provision data to other systems.

Technology 98

Technology Technology Customer Experience 98

C3Centricity

MAY 16, 2023

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

Sales 90

Sales Business Growth 90

CSAT.AI

MAY 17, 2023

You know that your business needs to provide great customer service to compete. You also know that you need to allocate your human and monetary resources to tools that provide a great return for your investment. Now CSAT.AI can help your business save more time and money with generative AI summaries and training. Summarize interactions with generative AI so that your employees don’t have to.

Sentiment Analysis 93

Sentiment Analysis AI Customer Service 93

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

Customer Think

MAY 19, 2023

Did you know? “Millennials and Gen Z zoomers, or those born between 1996 and 2012, constitute 64% of business buyers,” according to Forrester Research. Most B2B buyers that are part of these generations are accustomed to frictionless shopping experiences and expect the same service levels when making B2B purchases.

B2B 97

B2B B2C 97

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Some of the best leaders have a higher EQ than IQ. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Comm100

MAY 16, 2023

One of the biggest challenges colleges and universities face today has nothing to do with education itself — it’s cybersecurity. Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. According to Check Point’s 2023 report , education and research continues to be the most targeted sector for cyberattacks, so choosing a secure live chat software is essential.

Education 76

Education Engineering Compliance 76

Doing CX Right

MAY 14, 2023

Josh Bersin, renowned HR industry expert and author, and Stacy Sherman provide proven tactics to maximize employee engagement, align teams, and eliminate company silos to have an irresistible brand that people love to work for and consistently buy from. The post Building an Irresistible Brand: The Link Between Employee Engagement and Customer Service appeared first on Doing CX Right.

Customer Service 59

Customer Service CX 59

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Customer Think

MAY 16, 2023

Article originally published on ECXO If Continual Service Improvement were the Mind than surely Closing The Loop would be the Heart. Whereas Continual Service Improvement can be considered a numbers driven logical exercise, Closing the Loop is rooted in empathy, emotions and experience.

Close the Loop 93

Close the Loop 93

Beyond Philosophy

MAY 15, 2023

Every time I turn on the news, I hear about the potential of a recession. There seem to be so many conflicting opinions it reminds me of that old joke. ‘What happens when you put ten economists in a room? You’ll get 11 opinions.” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this lis

Customer Experience 78

Customer Experience Innovation CX Customer Satisfaction 78

Zonka Feedback

MAY 19, 2023

Creating a positive and seamless Customer Onboarding Experience is crucial for making a lasting first impression, promoting customer loyalty, and establishing a strong brand presence. Congratulations on acquiring a new customer in today's competitive market! But it's not just enough to acquire new customers; it's about making them feel confident that they made the right choice by choosing YOU.

Touchpoint 52

Touchpoint Education Business Growth Customer Loyalty 52

SurveySensum

MAY 19, 2023

Customer loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score (NPS) comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth.

NPS 52

NPS Net Promoter Score Customer Loyalty Close the Loop 52

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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

CX

Customer Think

MAY 18, 2023

In today’s digital landscape, having a solid online reputation is crucial for the success and prosperity of any business. As the recent BrightLocal’ s survey shows, 98% of consumers turned to the Internet to gather information about local companies before purchasing or engaging their services.

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92

Beyond Philosophy

MAY 13, 2023

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader. It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Zonka Feedback

MAY 19, 2023

Creating a positive and seamless Customer Onboarding Experience is crucial for making a lasting first impression, promoting customer loyalty, and establishing a strong brand presence. Congratulations on acquiring a new customer in today's competitive market! But it's not just enough to acquire new customers; it's about making them feel confident that they made the right choice by choosing YOU.

Touchpoint 52

Touchpoint Education Business Growth Customer Loyalty 52

cxservice360

MAY 19, 2023

In today’s competitive business landscape, delivering exceptional customer service has become more important. Happy customers are more likely to become repeat customers and recommend your The post 10 Tips to Deliver 5-Star Customer Service appeared first on CXService360.

Customer Service 52

Customer Service 52

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

MAY 16, 2023

The rise of omni-channel customer experience (CX) means there have never been more ways for consumers to engage with the brands they love, or hate. Many new digital and social channels have burst onto the scene in recent years, though some have survived longer than others.

AI 88

AI CX Customer Experience Technology 88

Zendesk

MAY 18, 2023

What a year. Here at Zendesk, we’re so grateful that we were able to meet again in person for our annual flagship conference, Relate. This year we returned to the stage with a hybrid event, bringing together customers, partners, and community in San Francisco at the historic Pier 70 shipyard. And, similar to last year, we streamed our keynote live for our digital audience, across five different broadcasts and time zones.

Sentiment Analysis 52

Sentiment Analysis AI CX Engineering 52

Logicalware

MAY 18, 2023

Did you know that 52% of customers say they’re willing to pay more if it means getting a better customer experience [1]? As great customer service becomes even more critical for brands, selecting the right CCaaS (Contact Center as a Service) vendor for your business has never been more important. With numerous options available in the market, contact centre decision-makers often turn to analyst reports to gain valuable insights and guidance.

Contact Center 52

Contact Center Innovation Technology Technology 52

Zonka Feedback

MAY 18, 2023

What kind of websites do you like to visit? Would you ever like to visit any website where it is hard to find the options you are looking for? Of course not! You will always choose a website that is user-friendly and has all the options readily available and for you. The reason is the User Experience you get from the websites.

Customer Experience 52

Customer Experience 52

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

CX