insights digital-experience 
McorpCX
JUNE 13, 2022
At DigitalWorld 22 in Boston, we ran an interactive working session with a group of digital experience practitioners titled Digital Strategy Workshop: Increasing your Insights ROI for Today’s Digital-First but Not Digital-Only Multichannel Customer. The framework includes the following three stages:
Natalie Petouhof
DECEMBER 9, 2022
Welcome to the DCX podcast, where I interview leaders in the customer experience base about how digital is changing the landscape and how you can leverage these changes for success in your business. Here’s what an orchestrated experience looks like (20:07). 7 Key Takeaways: Natalie has a Ph.D. Focus on the long term (22:35).
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ShepHyken
FEBRUARY 12, 2024
What are the challenges in finding the right balance between technology and human support in customer experiences? How can AI be used to personalize and contextualize customer experiences in contact centers? When creating a positive customer experience, understanding the value of personalization and empathy is crucial.
Beyond Philosophy
JANUARY 26, 2024
This global crisis spurred an unprecedented acceleration in the digital transformation of analog experiences, reshaping how people communicate, work, and shop. Our return to the new normal revealed double-digit inflation across various consumer goods, significantly disrupting spending habits.
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Getting your customer experience (CX) right drives business success. As digital channels dominate customer interactions, experiences are critical to get right. With some customers reporting that they would pay up to 3x more for a better experience, it’s time to move beyond the status quo and level up your CX.
ShepHyken
DECEMBER 25, 2023
Keep learning and looking for changes to enhance the customer experience. Use data to understand customers’ digital behavior. Use data to understand customers’ digital behavior. By analyzing data, organizations can learn valuable insights into what their customer needs and wants.
ShepHyken
AUGUST 3, 2021
Surviving and Thriving in a World of Digital Giants. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work. – Do you have a digital business model?
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
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The Northridge Group's State of Customer Service Experience report provides a clear message to businesses. Today’s consumers are shopping online more now than ever, but find the service experience inadequate. 63% of customers tried digital apps and tools for the first time and 75% will continue to prefer digital apps post-pandemic.
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Throughout the course of the pandemic we have seen a dramatic shift in customer experience. More than ever, organizations are implementing digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. Customer preference and experience with AI.
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
In today’s complex and digital world, B2B buyers are relying more on trusted sources such as review sites, online searches, and peer-to-peer insights––instead of vendor-provided information––when it comes time to make purchasing decisions. How to effectively engage and optimize your customer experience.
Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions
In today's fast-moving world, almost everything is being digitally transformed and consumers across all age groups are hooked on communication on the go. How do companies add more channels and still deliver a great customer experience? We see businesses focusing more on customer convenience and the speed of transactions.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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