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[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
In today’s rapidly evolving AI Agent experience landscape, Artificial Intelligence (AI) has become integral to enhancing customer service and experience efficiency and responsiveness. AI agents , including chatbots and virtual assistants, handle a significant portion of customer inquiries, offering immediate support and streamlining operations.
The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
TL;DR: Synthetic respondents have a place in research, but only for a few select purposes and as an addition to research on real people, not a replacement. Lets be honest: in an ideal world, wed always rely on real human respondents. They bring context, emotions, and real-life messiness. But reality isnt always ideal. Clients dont have time, they dont have budgets, and sometimes, running a study just isnt an option.
Todays podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to [] The post Testing and experimentation is everyones problem Interview with Shafqat Islam of Optimizely first appeared on Adrian Swinscoe.
Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
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Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.
by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Its now essential for survival. Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future.
The movie Her is a story of a craftsman breathing a soul into an artefact which is AI. Sam Altman of OpenAI referred to it when launching Sky, but in fact did quite the opposite. By stealing Scarlett Johanssons voice, he turned a person into an object. I dont remember how I used to work without AI. I can’t help but love how effective it can be.
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. They ask how you’re doing, what you’re looking for, andbefore you’ve even figured that outthey start rattling off recommendations like an over-caffeinated podcast host.
Table of Contents Weekly, Monthly, Quarterly & Yearly CX Reports: Whats the Difference? Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.
#NoBullshitCX Do we still need to break down the metrics by gender? I just made every dude in my audience roll their eyes, but this is a legitimate business case. We have done extensive CX research for several automotive producers. Every time we present the CX metrics, we see that women score more extreme than men. When things are good, they score 10s for the same things men score 8s.
Eleven years ago, Ispoketo the folks atSundaySkyabout the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo [] The post SundaySky removes the barriers to expanded use of video in CX first appeared on Adrian Swinscoe.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Picture a guest experience so seamless, so personalized, that every traveler feels like the journey was crafted just for them. Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote.
Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.
AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.
Closing the loop on customer alerts is one of the most fundamental aspects of an effective VoC program. It provides immediate ROI, reduces churn, and strengthens relationships. But despite all the advancements in AI, this is one area where technology hasnt dramatically changed the core principles of closing the loop. The Basics Havent Changed The concept of closing the loop has remained the same for years.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Learn how CallMiner Outreach is changing the CX game, leveraging AI-powered insights from customer interactions to improve the quality, relevance, and efficiency of feedback collection and analysis.
By Kristen Hayer A few years ago, I served as a fractional customer success executive for a growing SaaS company. While I was there, the company hired a new sales executive. On his very first day, he made two decisions: hire a revenue operations leader and invest in tools to support operations. I was impressed. There was no hesitation from leadership.
In hospitality, change is the only constant. Guests arrive with expectations shaped by their last seamless experience, whether at a five-star resort, in an Uber ride, or through a mobile app. The best brands dont just react to these shifts; they evolve ahead of them. Few understand this better than Frid Edmond , Senior Vice President of Global Customer Engagement Centers (CEC) at Marriott International.
What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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