Tue.Oct 03, 2023

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Customer Feedback Management: Focus On Your Detractors

Cyara

We all know someone who loves a brand unconditionally – they simply can’t stop talking about their latest purchases and recommending that others buy from them as well. Over a decade ago, when Bain & Company started researching this behavior, they discovered a strong correlation with continued brand loyalty, and as a result today’s well-established Net Promoter Score (NPS) was developed.

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The Customer Is NOT Always Right – Again!

ShepHyken

Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza.

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The complexity of the web of life

Cisco - Contact Center

Cecilia Nilsson This post was written by Cecilia Nilsson, a biologist currently based and working as a researcher at the Department of Biology at Lund University.

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4 Essential Components for Personalized Financial Services Campaign Segmentation

LiveVox

In financial services, each interaction carries a lot of weight, so the art of segmentation is a powerful ally. It enables a tailored approach that resonates with each customer’s unique needs. In this dynamic landscape where digital transformation intertwines with personalized experiences, effective segmentation is the beacon guiding you to success.

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Reimagine Your Communications With A Unified Platform

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.

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Forecasting Capacity in Cisco Catalyst SD-WAN

Cisco - Contact Center

Organizations are increasingly adopting software-defined wide area networks (SD-WAN) to enhance network performance, reduce costs, and improve overall connectivity.

More Trending

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How Insurance Providers Can Simplify the Customer Experience

ConvergeOne

Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.

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Benefits of AI in Customer Service: 4 Ways AI Can Help

Help Scout

Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.

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How Insurance Providers Can Simplify the Customer Experience

ConvergeOne

Leaders at legacy-holding insurance companies have to be willing to take the risk of letting go of the systems they’ve known for decades and embrace something more simplified and new to bring about better business results.

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Crisis-Ready Teams: Strengthening Engagement in Challenging Periods

CSM Magazine

In today’s changing business world, companies often encounter various crises that can significantly impact their operations and reputation. Organizations must be prepared to navigate through times, whether it’s a downturn, a public relations scandal, or a global pandemic like COVID-19. One crucial aspect of weathering storms is the presence of crisis-ready teams that can maintain engagement and productivity.

Morale 59
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Lift up and empower your associates

Cisco - Contact Center

“Our employees are our most valuable asset”, we’ve heard that a lot over the years, but rarely do retail associates get the same level of attention that the retail consumers do.

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Adopting a Graph-Based Approach to Overcome ChatGPT’s Constraints

CSM Magazine

Jim Webber, Chief Scientist at Neo4j, believes that to get reliable answers, it is time to bolster ChatGPT with smart data. Generative AI in the form of ChatGPT has undoubtedly captured our attention, spotlighting how AI is ready at last for business prime time. In a few short months, we’ve been dazzled as it has written code, composed music, and rewritten text in the style of Shakespeare.

APIs 59
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Balto Research Team Finds AI Tools Are Now Table Stakes in Contact Centers — As Long As They Can Prove ROI

Balto

New report explores how growth in AI has changed operational priorities, technological advances, and the agent’s role. St. Louis, MO — Balto’s Conversation Excellence Lab has released a new report detailing the past, present, and future of contact center AI, and the ROI coming from AI tools. The report, “Distinguishing Real From Hype: How Contact Centers Are Actually Using AI in 2023,” is based on a survey that asked over 400 contact center managers and leaders how AI has changed the day-t

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House of Lords: How AI will Revolutionise Retail Customer Experience

CSM Magazine

(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Shining a Light on Partners on Customer Experience (CX) Day!

Cisco - Contact Center

It’s October 3rd! You know what that means? It’s CX Day – a global celebration focused on organizations, individuals, customers, and partners at the heart of better customer experiences.

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babelforce Named a  Cool Vendor in the 2023 Gartner® Cool Vendors™ in Composable Customer Engagement Platforms report

Babelforce

Cool Vendor™ Acknowledges Innovative, Impactful, and Intriguing Brands Berlin-based customer experience (CX) platform babelforce is thrilled to announce their recognition as a Gartner Cool Vendor 2023 in the Gartner Cool Vendors in Composable Customer Engagement Platforms report. “This is a huge accolade for our organization,” said Pierce Buckley, CEO and Co-founder of babelforce.

APIs 52
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Customer Satisfaction Survey Tools: Our 13 Top Recommendations 

Nicereply

There’s a strong correlation between customer satisfaction and a company’s financial performance. Satisfied customers tend to purchase more, return more often, and bring in more revenue. Measuring customer satisfaction is more than just a metric — it provides insights, drives improvements, and can cascade positive effects on nearly every facet of a business.

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HoduSoft Earns a Remarkable Spot in CIO Insider Magazine’s Top 10 UC Providers of 2023

Hodusoft

HoduSoft Earns a Remarkable Spot in CIO Insider Magazine's Top 10 UC Providers of 2023 In today’s rapidly evolving communications technology landscape, a large number of organizations are shifting towards Unified Communications (UC) solutions. As per a report , The global market for unified communications was valued at $113.48 billion in 2022 and is projected to experience a compound annual growth rate (CAGR) of 17.4% from 2023 to 2030.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Why Every Customer Success Manager Needs Playbook(And How to Build One)

SmartKarrot

Customer Success Managers are at the heart of retaining and growing customer accounts. They help clients get value from the product or service. This is tied back to increased revenue and customer loyalty. Yet, despite its importance, Customer Success Management often lacks the structure and standardization found in other roles like sales and marketing.

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Boost User Engagement with This Proven Playbook

SmartKarrot

In this post, we explore how to boost user engagement with a proven playbook. Acquiring new customers is only half the battle in today’s extremely competitive market. To retain and grow your customer base, you need to focus on customer success and user engagement strategies that keep customers delighted and loyal. This comprehensive playbook will provide you with actionable insights to drive user engagement and achieve your desired outcomes. 1.