ECXO

MARCH 24, 2024

The European Customer Experience Organization (ECXO) is launching a series of short practical sessions, each up to 20 minutes, to clarify how to achieve CX ROI and growth effectively. Understanding this sequence makes it easy to demonstrate the CX-money connection—and most importantly, drive higher CX ROI. See you there.

CX 64

CX Innovation Customer Experience AI 64

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

TeamSupport

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

Customer Service 52

Customer Service Customer Satisfaction Innovation Customer Relationship 52

CX Accelerator

MARCH 14, 2019

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on.

Customer Experience 369

Customer Experience CX Education Customer Experience Management 369

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

CX 105

CX B2B Compliance Sales 105

ClearAction

NOVEMBER 3, 2023

How to Quantify CX ROI Lynn Hunsaker Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. This CX issue costs 20 hours weekly for Customer Service reps 4 hours weekly are spent on escalations and paperwork associated with returns, refunds, etc. What will the ROI be?

CX 62

CX Manufacturing Engineering Sales 62

Uniphore

NOVEMBER 9, 2021

Contact centers can deliver superior CX, save costs, and achieve better ROI with AI and automation. To address common challenges, many organizations are turning to artificial intelligence and conversational service automation to deliver better customer experiences and employee efficiencies.

Contact Center 130

Contact Center Artificial Intelligence CX Transformation Actionable Insights 130

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. Their words, not mine.)

CX 130

CX Start-ups Customer Experience Customer Expectations 130

SurveySensum

MAY 7, 2024

Welcome to the private marketplace (PMP), where advertisers and publishers come together to optimize the buying experience and maximize campaign performance. How to Enhance Your Buying Experience: 5 Benefits of PMP 1. In 2034, it’s anticipated that real-time trading will seize 25.9%

Predictive Analytics 52

Predictive Analytics Innovation Gaming Start-ups 52

Customer Think

MARCH 3, 2023

The use of AI continues to proliferate among retail banks to meet demands for personalized customer experiences and enhanced fraud protection, as well as to seize internal efficiencies through automation. However, AI adoption doesn’t always deliver the expected ROI.

AI 111

AI Retail Customer Experience Technology 111

Fonolo

SEPTEMBER 5, 2018

While we’re not all Eternia-born superheroes like him, per se, as mere mortals we can still aim to be the masters of our own universes (contact center universes, if we’re being specific here) and harness the unshakable power to satisfy our customers. Giving your customers their time back is a gift they will be grateful for.

Contact Center 240

Contact Center Social Media Technology Technology 240

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

Intercom, Inc.

JUNE 22, 2022

Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers. How do they improve the support experience? How do they improve the support experience?

Invoicing 218

Invoicing E-commerce Customer Satisfaction Start-ups 218

ClearAction

JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Now is the time to embrace Experience Leadership as your primary focus. Excellence?

CXM 62

CXM Non-Profits Invoicing Touchpoint 62

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. About 68% of consumers say they would pay more for a product or service from a company that has a reputation for great customer service. By 2028, it is expected to reach USD 34570.73

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Even so, experience managers grapple with demonstrating ROI.

CX 62

CX Sports Non-Profits Touchpoint 62

Uniphore

JANUARY 14, 2022

Strategic roadmap to deliver new-age customer experiences. Customers are vouching for brands that empower their agents and treat employees better. By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies.

Customer Experience 130

Customer Experience Contact Center AI Omnichannel 130

Fonolo

NOVEMBER 24, 2022

An inbound service contact center has agents answering inbound customer service calls. Appropriate goals might be to improve the customer experience by aiming for faster response time or improved cSat scores. The consequences of faltering include negative word of mouth and poor customer experience — who wants that?

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Not everyone is a complainer. Seven out of ten U.S.

Customer Experience 164

Customer Experience Customer Acquisition Customer Retention Customer Service 164

Intercom, Inc.

JULY 28, 2022

By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience CX Sales 118

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Joe Pine is the author of the book that started it all, The Experience Economy. Key Takeaways.

Customer Experience 148

Customer Experience Artificial Intelligence Technology Technology 148

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Rightly so, to be honest.

Customer Experience 154

Customer Experience Social Media Gaming Education 154

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. To understand what customers value, you’ll need to think like a true digital native. Out with the old, in with the new!

Contact Center 246

Contact Center Education AI Start-ups 246

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Optional live learning sessions, instructor feedback, and Experience Leadership Certificate at no extra charge.

Education 52

Education Government CX B2B 52

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Stop making customers call you!

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. To that end, in this episode we share the five rules of a successful customer experience implementation. Analyze: What changes are possible that might improve experiences?

Net Promoter Score 113

Net Promoter Score Customer Experience Management Consulting NPS 113

Sprinklr

AUGUST 6, 2021

Your customers are no longer in one place, they’re everywhere — across multiple digital channels and certain to be jumping on any of the new platforms when they launch. Customers are interacting with more channels than ever before, spending more time glued to digital media, and yet showing less loyalty to any individual platform overall.

CXM 144

CXM Compliance Social Media AI 144

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

Construction 78

Construction Finance Customer Experience Management Retail 78

Intercom

OCTOBER 4, 2023

What do all the best customer support teams have in common? An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. CX leaders often face challenges in quantifying the ROI of their CX program to make a strong business case for the boardroom. Customer Retention

CX 98

CX E-commerce Customer Acquisition Customer Retention 98

PeopleMetrics

MARCH 4, 2020

Closing the loop arguably drives the greatest ROI with VoC programs. Here's how it works: when an individual customer has a problem, the front line of the operation is notified and can follow up to make things right. The ability to immediately follow up and resolve customer issues is reason enough to invest in VoC.

Close the Loop 83

Close the Loop VOC CEM Business Administration 83