SurveySensum

MARCH 17, 2023

The automotive industry has recognized the importance of offering a seamless customer experience and is evolving by adopting new customer experience trends. Accenture’s recent study stated that 92% of dealers believe that customer experience will play an integral role in future growth. Additionally, 46% of customers said that they’d switch to a different OEM if it delivered better customer experiences.

Customer Experience 52

Customer Experience Manufacturing Entertainment Touchpoint 52

Adrian Swinscoe

MARCH 15, 2023

This is a guest post by Dominic Fitch at Impact International. There is no denying that the world of business is evolving at an incredibly fast […] The post Five forward-looking skills for the future generation of leaders first appeared on Adrian Swinscoe.

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Callminer

MARCH 15, 2023

Read this blog to better understand conversation intelligence, how it works, its benefits, and what to look for when selecting a conversation intelligence platform.

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Inside Customer Service

MARCH 16, 2023

Remote work is polarizing, especially for contact centers. Team Onsite believes communication and teamwork improves when everyone is working in the same place. And Zoom fatigue is real, y’all! Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses.

Contact Center 171

Contact Center Customer Service 171

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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.

Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.

Contact Center 151

Contact Center Sentiment Analysis NPS Customer Satisfaction 151

Steven Van Belleghem

MARCH 14, 2023

In my last book, The Offer You Can’t Refuse, I described how companies ought to invest in three different axes – on top of offering a great product or service, obviously, which is a given – in order to be able to react in an appropriate manner to the new generation of customer expectations: Ultimate Convenience : this is the use of new technology in a smart way in order to make interfaces ever more automated, so that the customer needs to make no effort to do business with your

Customer Experience 144

Customer Experience Customer Expectations CX Technology 144

Intercom

MARCH 14, 2023

The arrival of OpenAI’s ChatGPT transformed everything – the huge implications for customer service were immediately obvious. We quickly launched a collection of AI features for our Inbox, applying this technology to deliver efficiency gains. But the number one thing we were asked was “Can ChatGPT just answer my customer questions?

AI 126

AI Machine Learning Technology Technology 126

The DiJulius Group

MARCH 13, 2023

While artificial intelligence (AI) is already improving the customer experience, it will dramatically improve the employee experience over the next decade. Tedious tasks that once took agents hours upon hours to complete—be it boring data entry or replying to repetitive questions—will be relegated to computers. Along with its subfield of machine learning (ML), there are.

AI 111

AI Data Entry Artificial Intelligence ML 111

Customer Service Life

MARCH 13, 2023

Image by Irfan Ahmad from Pixabay In a world of social media, especially Instagram, I fear that we’ve fallen into a belief that more hashtags is better. Think about the last time you scrolled through the ‘gram and landed on a post that included a 100-character description followed by at least twice that character count in hashtags. I’m not sure I can really fault that person since hashtags are totally free.

Social Media 96

Social Media Gaming Start-ups Customer Satisfaction 96

Customer Think

MARCH 16, 2023

The entire World is currently shifting towards a complete digital transformation. This means that having a user-friendly and effective website design is essential. When developing a website, it is crucial to have a top-notch User Interface (UI) and SEO to keep customers engaged.

Customer Experience 132

Customer Experience 132

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

Fonolo

MARCH 14, 2023

We’ve all heard about the human touch and how important it is in the CX and call center spaces. Your customers want thoughtful and empathetic service, and that’s not something you can get from technology alone. Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. Why do call centers struggle with retaining their agents?

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Heart of the Customer

MARCH 17, 2023

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when only a fraction of your customers respond to your surveys? Even the most significant manufacturing companies lamented […] The post No B2B Survey Responses?

B2B 88

B2B Manufacturing CX Technology 88

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

Customer Satisfaction 89

Customer Satisfaction Technology Technology Customer Experience Management 89

Customer Think

MARCH 16, 2023

The retail industry is constantly evolving, and technology has played a significant role in this change. One of the most notable advancements in the retail industry is the use of digital signage.

Retail 116

Retail Customer Relationship Technology Technology 116

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

Bill Quiseng

MARCH 15, 2023

Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator.

B2C 88

B2C B2B Education CX 88

CSAT.AI

MARCH 15, 2023

With all the talk of Gen Z vs Boomers or the differences between Gen Z and Millennials, it’s important not to forget the most awesome Generation – Generation X. They have significant buying power and might be the core customer base of a brand. As such, it’s important to understand the buying behavior of this generation and how to reach them.

Sentiment Analysis 99

Sentiment Analysis Gaming Technology Technology 99

Intercom

MARCH 14, 2023

The world of AI is moving fast, and here at Intercom, we’re helping set that pace. Today, we’re delighted to introduce Fin , our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology. 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.

AI 99

AI Machine Learning Technology Technology 99

Customer Think

MARCH 15, 2023

We’ve had to redefine a lot about the workplace in recent years, but that doesn’t mean we have to adjust the standards and expectations we set.

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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

Lumoa

MARCH 12, 2023

How important is customer experience, really? Ask most business leaders and they’ll tell you customer experience (CX) is essential. Everyone and their mother knows that keeping your customers happy and investing in the relationship they have with your business will help you grow. But customer feedback and insights are often the least accessible information in a business.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83

Execs In The Know

MARCH 16, 2023

If the last few years have taught us anything, it’s to appreciate human interactions, empathy, and care. While digital technologies continue to take center stage, achieving successful transformation is as much about people and relationships as it is about automation and AI. An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come.

Contact Center 97

Contact Center Innovation AI Technology 97

Doing CX Right

MARCH 12, 2023

Cynthia James, Author, International Coach and TedX Speaker, explains why “Your Voice Matters” and tactics for speaking up to increase success in your business and life. The post The Art of Mastering Your Authentic Voice for Maximum Success appeared first on Doing CX Right.

CX 96

CX 96

Customer Think

MARCH 15, 2023

67% of warehouses in a recent survey said they’re considering adopting new technologies to speed up inventory management processes. Is your retail store implementing agile and reliable inventory control? Inventory control isn’t just for operational efficiency – it benefits your product returns and security processes.

Retail 107

Retail Technology Technology 107

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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

Zendesk

MARCH 16, 2023

Startup founders often say the same thing about the early days: listen to your customers. Listen to your customers, and VCs will follow. Listen to customers to ensure product-market fit. But Braze co-founder Mark Ghermezian reminds us to listen to what customers don’t say, too. In 2008, when iPhones were just coming into the market and mobile apps were the new talk of the developer community, Ghermezian had an idea: to build a bridge between the growing population of app developers and their end

CRM 92

CRM Customer Acquisition Customer Relationship Management Customer Retention 92

MyCustomer Experience

MARCH 14, 2023

Embracing Consumer Duty to Deliver Positive Outcomes for the UK Financial Services Sector The new FCA Consumer Duty is intended to improve.

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Doing CX Right

MARCH 12, 2023

Evan Kirstel, an expert analyst in disruptive technologies, and Stacy Sherman discuss how you can transform customer experiences with generative AI to achieve service efficiency while maintaining human empathy. The post The Future of Customer Service: How Generative AI is Changing the Game appeared first on Doing CX Right.

Gaming 91

Gaming AI Customer Service CX 91

Customer Think

MARCH 15, 2023

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks are pivotal to the success of all team sports: football and soccer, baseball and cricket, basketball and volleyball, hockey and lacrosse, rugby and rowing, NASCAR pit crews, and so on.

Sports 104

Sports Gaming Customer Experience 104

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

Heart of the Customer

MARCH 17, 2023

Last week, I attended X4, Qualtrics’s experience management summit in Salt Lake City. From my conversations with B2B leaders, it became apparent that they were grappling with a fundamental question: How do you collect enough customer data when you only a fraction of your customers respond to your survey? Even the most significant manufacturing companies […] The post No B2B Survey Responses?

B2B 78

B2B Manufacturing CX Technology 78

CSAT.AI

MARCH 13, 2023

As a customer service leader you know that providing great customer experience is essential to the success of your business. Whether you call them iGen, Net Gen, Zoomers or just Gen Z , this segment is an important growing part of the consumer population. In 2021 Bloomberg stated Gen Z had $360 billion in disposable income. To get their attention (and some of that income) you need to understand their language.

Social Media 91

Social Media Sentiment Analysis AI Customer Feedback 91

Execs In The Know

MARCH 13, 2023

Car sharing has become increasingly popular in recent years, with apps like Turo revolutionizing the way we think about car rental. Turo is a car sharing app that allows car owners to rent out their vehicles to people in need of transportation. It’s like Airbnb, but for cars. It is the world’s largest car sharing marketplace and has been named Fast Company’s 10 Most Innovative Companies in Transportation.

Transportation 88

Transportation Non-Profits Sports Hospitality 88

Customer Think

MARCH 16, 2023

Customers today want and expect personalized experiences, especially when they leave the comfort of home for an in-store visit. Busy times and staffing challenges, however, can make it difficult for stores to provide that level of personalization, and customers feel like just another cog in the machine.

Technology 104

Technology Technology 104

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