Sat.Nov 18, 2023 - Fri.Nov 24, 2023

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How emotion analytics can benefit your business

Callminer

Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.

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Strategic Design: The Key to Building a Successful Business & Captivating Customers with Prof. Jan-Erik Baars

ECXO

Executive Session formato convencional The European Customer Experience Organization (ECXO) is delighted to announce that Prof. Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. We will be discussing ‘Strategic Design: The Key to Building a Successful Business & Captivating Customers ,’ a crucial element for corporate success.

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Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software

Adrian Swinscoe

This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

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Elevating Customer Experience: Six Key Fundamentals for Adaptability

eglobalis

Elevating Customer Experience: 6 Key Fundamentals for Adaptability The post Elevating Customer Experience: Six Key Fundamentals for Adaptability appeared first on Eglobalis.

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Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

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.

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How real-time agent guidance enhances customer experience

Callminer

Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-moment suggestions to improve an interaction.

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24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook

Customer Think

Customers’ prosperity is your path to prosperity. For your solutions serving their needs, their funding serves the needs of employees, partners, and investors. Inversely, customers’ hardships (lack of prosperity) are extra costs for you, either to resolve their issues or to expand sales with new customers.

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Proving the ROI of Customer Experience Initiatives

Doing CX Right

Gregorio Uglioni and Stacy Sherman, customer experience leaders, reveal tactics to get leadership buy-in, break silos, prove ROI & drive human connections through meaningful customer experience initiatives. The post Proving the ROI of Customer Experience Initiatives appeared first on Doing CX Right.

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NOW is the time for a CX Revolution! Part Four.

Bill Quiseng

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.

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How to create better business outcomes through CX design

Customer Think

Article source: [link] Design everything from the customer back or customers won’t come back for anything Get your CX design right and the link with better business outcomes should be visible from space. Crafted and managed design directly impacts customer behaviour, loyalty, lifetime value, retention and, consequently, the bottom line.

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Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software

Adrian Swinscoe

This is a guest post by Jeni Rogers, Managing Editor, Wheelhouse.com. As CX continues to evolve into a modern business initiative and area of keen focus […] The post Embracing the future of CX: Unleashing the power of converged VOIP, contact centers, and video conferencing software first appeared on Adrian Swinscoe.

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HR Meets AI: 🤝 The New Way of Keeping Large Workforces Connected and Engaged

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.

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What’s a marketer’s most powerful tool? Surprisingly, it’s regret!

Beyond Philosophy

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

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With appreciation and gratitude at Thanksgiving.

Bill Quiseng

Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south.

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Books About Customer Experience: 9 Best Reads for CX Professionals

Heart of the Customer

When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according to a Walker study, by the end of 2020, customer experience overtook price and product as the key brand differentiator? These books can help you […] The post Books About Customer Experience: 9 Best Reads for CX Professionals appeared first on Heart of the Customer.

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Your customer doesn’t want to know about your technology – Interview with Micah Solomon

Adrian Swinscoe

Today’s interview is with Micah Solomon, a renowned expert on customer service, hospitality, and customer experience. Micah joins me today to talk about his new book: […] The post Your customer doesn’t want to know about your technology – Interview with Micah Solomon first appeared on Adrian Swinscoe.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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How ‘Regret’ is The Most Powerful Tool in a Marketers Armory

Beyond Philosophy

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. What we regret and how we respond to it requires understanding how regret happens.

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The Psychology of Customer Loyalty: 8 Strategies Backed by Behavioral Science

Customer Think

In business, customer loyalty is the backbone of profitability. That’s why every business owner should strive to create a group of returning loyal customers. The key to gaining customer loyalty? Customers need to feel an emotional connection to your products and business as a whole.

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Donna Fluss talks Large Language Models

DMG Consulting

Donna Fluss talks Large Language Models What makes a good LLM? Check out Donna’s thoughts on LLMs in the contact center. The post Donna Fluss talks Large Language Models appeared first on DMG Consulting.

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10 top books about creating a customer culture that delivers

Steven Van Belleghem

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. But this doesn’t have to be your organization’s reality. There is a way to break through the inertia to engage your team, drive better results, and attract a tribe of loyal customers―by tapping into the greatest driver of brand success: your internal company

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7 Essential Criteria for Choosing the Right Payments Partner

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.

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15 Best Anonymous Feedback Tools to Collect Unbiased Insights

Zonka Feedback

In a world where genuine opinions are often tethered to personal identities, the freedom of anonymity paves the way for unfiltered truth. The ability to express thoughts without the weight of identification is a catalyst for candid feedback—a cornerstone of growth for businesses and organizations.

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10 Must-Haves for Your Next Creative Brief

Customer Think

A good creative brief is the foundation for an effective marketing campaign. In the face of deadlines, however, and at the normal, torrid pace of modern marketing, creative briefs are often viewed as an extra step, an annoyance, and an unnecessary obstacle to getting content in market. Why are briefs so important? One word: alignment.

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Preparing for the next industrial revolution: The journey towards AGI

Logicalware

At Puzzel’s annual event, Elevate ‘23, artificial intelligence took centre stage. Shedding light on one of this year’s hottest topics, we brought together industry experts to explore the profound impact AI has on the world of customer experience. Among these experts was Zack Kass, AI Futurist and former GTM leader at OpenAI. Here, we’ll delve into the history of AI and explore its role in shaping the next industrial revolution with insights from Zack’s enlightening session.

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The contact center guide

CX Network

The complete guide to the contact center, its importance to enhance customer loyalty and the technology and people that underpin it

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How To Speak The Language Of Financial Success In Product Management

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.

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10 Best Magpi Alternatives & Competitors

Zonka Feedback

Magpi is a powerful mobile data tool designed to streamline and enhance the process of data collection. With its mobile-first approach, the platform facilitates easy creation and deployment of forms for on-the-go data collection.

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How this construction company became a Shining Diamond in customer experience

Customer Think

If there is one sector where there is still room to grow in terms of customer focus, it surely is the construction sector. I do not know what your experience is with construction companies, but mine is not terribly positive. How often are appointments to build or repair something cancelled at the last minute?

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15 Best NPS Tools & Software in 2024 [Free Version, Features & More]

SurveySensum

What is an NPS tool? How to choose the right NPS tool? A Detailed Comparison of the Top 5 NPS Tools SurveySensum Qualtrics NiceReply Delighted GetFeedback InMoment Zonka Feedback Qualaroo SurveyMonkey AskNicely Retently SurveySparrow Medallia Hotjar CustomerGauge Conclusion FAQs on NPS tools If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there.

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Unveiling the Future of AI with Microsoft

Logicalware

It’s safe to say that AI has been on everyone’s lips throughout 2023. In fact, it has been so ubiquitous that Collins dictionary even named AI the word of the year in 2023. Yet, a burning question remains; What does the future hold for AI? To explore this, we invited Xiaopeng Li, AI Lead at Microsoft, to share his insights at our annual event, Elevate ’23.

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The State of Digital Customer Experience Report 2024

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.

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Survey Data Collection: Types, Examples, Methods & More

Zonka Feedback

In the current times, collecting and analyzing data is a game changer for any business. Insights derived from data surveys hold the key to deciphering customer sentiments, guiding critical decisions, and propelling company growth. The advent of online survey tools has magnified its significance, becoming instrumental across diverse sectors—from market research to HR evaluations, customer experience, and beyond.

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How to Increase Customer Satisfaction With the Right Amount of Hand-Holding

Customer Think

Every business loves a happy customer. But I’ve found that it’s really easy to equate a quiet customer with a happy one, even though they can be two very different things. They aren’t mutually exclusive. On the contrary, a happy customer can often use a product or service in quiet anonymity.

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Improving NPS with Text Analytics – Learn from the Pros

SurveySensum

When there is a big decision to be taken, for example, buying a new phone or looking for rentals, who do you ask first? – Your family and friends. This is because I trust and value our friends and family above others. And believe it or not more than 70% of customers trust their friends and family when it comes to product recommendations. This is why businesses need to pay attention to their NPS score.

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Mobile Ticket: 5 Tips to Increase its Use

Qmatic

The need for flexible, comfortable, and convenient solutions is on high rise across industries, and virtual queuing with mobile tickets is a progressive solution. It is possible to increase the use and application of mobile tickets.

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Loyalty 101: How To Turn Browsers Into Buyers For Lasting Engagement

Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes

Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.