Callminer
SEPTEMBER 4, 2024
The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today's contact centers and strategies to improve it.
ECXO
SEPTEMBER 4, 2024
How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.
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Adrian Swinscoe
SEPTEMBER 4, 2024
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
Beyond Philosophy
SEPTEMBER 6, 2024
In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
Customer Think
SEPTEMBER 6, 2024
This article was originally posted on: [link] Introduction Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty and satisfaction. However, its effectiveness and relevance have come under scrutiny.
Execs In The Know
SEPTEMBER 1, 2024
As customer experience (CX) leaders, our responsibilities extend beyond balance sheets and business metrics. We are the stewards of culture, the architects of organizational well-being, and the voices that can inspire change. September is Suicide Prevention Awareness Month—a time that calls us to step up, engage, and lead with empathy and impact. At Execs In The Know, we’ve partnered with the National Alliance on Mental Illness (NAMI) to highlight the importance of mental health, not just as a c
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
SEPTEMBER 6, 2024
Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Each CAI offering is unique: some vendors’ platforms include both customer self-service and agent assist/augmentation applications; others concentrate solely on delivering customer self-service capabilities; and there are also best-of-breed providers focused on e
Beyond Philosophy
SEPTEMBER 5, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?
Customer Think
SEPTEMBER 6, 2024
It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie-cutter formalities that aren’t listening or taking meaningful action on what they hear.
C3Centricity
SEPTEMBER 3, 2024
Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for
CX Network
SEPTEMBER 3, 2024
Discover the five considerations CX professionals must focus on to effectively navigate the complexities of AI procurement and ensure AI is trustworthy
DMG Consulting
SEPTEMBER 5, 2024
Donna Fluss shares insight on the impact of GenAI on Conversation Analytics and what it means for contact centers. The post Why is Conversation Analytics a must in your contact center? appeared first on DMG Consulting.
Intercom
SEPTEMBER 4, 2024
We all know that AI is transforming customer service – the latest AI tools are incredibly good at the tasks customer support agents typically do, and AI agents will increasingly resolve more and more customer queries. There are, however, areas where humans will always excel. And at Intercom, we believe that there is no better way to truly connect with your customers than to meet in person – even from an early stage, we invested in hosting our customers at our popular live events around the world
Customer Think
SEPTEMBER 6, 2024
Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. I get it. It runs against the conventional wisdom. You’re supposed to serve your customers. You’re supposed to be customer-centric.
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.
SurveySensum
SEPTEMBER 6, 2024
Often performance reviews are misunderstood and seen as a dreaded task, a box to tick off, or even a necessary evil. How about you look at them differently? Consider them an opportunity to connect with your employees, identify accomplishments & challenges, get first-hand feedback, and shape future trajectory. In fact, 98% of organizations state performance management programs are crucial to business success.
NGDATA
SEPTEMBER 5, 2024
JPMorgan Chase’s new AdTech venture, Chase Media Solutions, aims to revolutionize the banking industry by leveraging the bank’s extensive customer data to create personalized advertising opportunities. The platform allows brands to target customers based on their transaction history, offering highly personalized ads and rewards. This initiative could lead to a new era of targeted advertising in banking, providing significant revenue streams while ensuring customer privacy.
Hodusoft
SEPTEMBER 4, 2024
How The Right Call Center Solution Can Enhance E-commerce Sales? If you ask yourself, “Which sectors need call centers more than others?” you’ll realize that the e-commerce industry would be one of the few to appear on the top. That’s because everything in e-commerce, starting from placing orders to making payments, is tech-driven and powered by sophisticated digital technology.
DMG Consulting
SEPTEMBER 6, 2024
MEDIA ALERT DMG Consulting Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report Sector is well-positioned to experience triple-digit revenue growth Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report When: Today, 6 September 2024 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provi
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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.
Customer Think
SEPTEMBER 5, 2024
CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or they may be new to you.
SurveySensum
SEPTEMBER 5, 2024
Did you know that banks that practice customer experience optimization grow 3.2 times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Customers are no longer just expecting a good enough experience, they want their banks to exceed their expectations.
NGDATA
SEPTEMBER 5, 2024
The shift from digital transformation, which often focused on mere digitization, to a broader business model innovation driven by generative AI. As companies face challenges in realizing ROI from digital transformation, the emphasis is now on leveraging AI to fundamentally rethink business models, enhance operational efficiency, and create new revenue streams.
RateMyService
AUGUST 31, 2024
We’re changing how you’ll distribute surveys and enhancing survey performance analysis. [link] You can review these planned changes on our training platform. Distribute surveys via SMS has a new home Survey distribution via SMS has been moved to ‘Share options’ within the survey builder. This was changed to plan for other automated distribution methods such as email and WhatsApp.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Smart Customer Service
SEPTEMBER 5, 2024
A new multi-agency White House initiative seeks to hold businesses accountable for time-wasting customer experience processes.
Customer Think
SEPTEMBER 3, 2024
A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the company towards shared objectives and fostering a sense of belonging.
CX Network
SEPTEMBER 1, 2024
Data can inform decision making and reduce opex, but too much leads to indecision.
NGDATA
SEPTEMBER 5, 2024
While traditionally, larger market share was linked to higher profitability due to efficiency, market power, and quality perception, digital advancements have altered this dynamic. The findings suggest that while market share still matters, its impact on profitability is reduced for highly digitalized firms. Smaller firms can leverage digital tools to achieve efficiency gains and narrow the profitability gap with larger competitors.
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.
Help Scout
SEPTEMBER 3, 2024
Learn how to improve your customer support efficiency and elevate customer experience with the help of AI.
Smart Customer Service
SEPTEMBER 5, 2024
Verified Market Research expects the contact center market to almost triple in six years.
Customer Think
SEPTEMBER 3, 2024
I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. Customers’ expectations have evolved over time, so much so that they want brands to know them better than they know themselves, including anticipating and addressing their needs and issues even before they arise. Seems crazy, right?! It’s not.
SugarCRM
SEPTEMBER 3, 2024
In today’s fast-paced world, it’s easy to get swept up in the latest technology, especially in sales. However, while tech is undeniably transforming how we do business, traditional sales skills remain the cornerstone of success. The ability to engage meaningfully with customers, respond promptly, and navigate complex decision-making processes is as vital today as ever.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
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