The Belding Group

MARCH 7, 2024

Overwhelmed? Stressed? Depressed? Years ago I learned this: “When nothing’s going right, the worst thing you can do is nothing” Shaun Belding | www.shaunbelding.

246

246

Customer Think

MARCH 7, 2024

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Neither. Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

CX 112

CX Customer Experience 112

Execs In The Know

MARCH 7, 2024

The landscape of financial services evolves constantly, with tech advancements redefining the word “possible” for an industry that has long struggled to fully leverage customer insights. At the heart of this transformation lies the unique relationship between generative AI and big data. As financial institutions (FIs) face greater competition and steeper customer expectations, it’s clear that the convergence of generative AI and big data is not just a trend but a necessary paradigm shift.

AI 111

AI Actionable Insights Innovation Compliance 111

The DiJulius Group

MARCH 7, 2024

#1 Predictor of a Child’s Lifetime Income / Howard Schultz Tell Starbucks’ Leaders They Lost their Soul / Wendy’s Walking Back Surge Pricing Strategy / No Dreams Left Behind Retailers Ditching Self-Checkout Lanes Industry giants such as Costco, Walmart, Target, Kroger, and Dollar General are reversing their strategy on the self-checkout lanes.

Technology 98

Technology Technology Retail 98

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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.

Contact Center

Customer Think

MARCH 7, 2024

In the previous article in this series on Outcome-Centric Selling® we addressed the importance of identifying and targeting our customer’s most pressing business issues – and now we are going to turn our attention to identifying and targeting our most valuable potential customers.

Sales 83

Sales 83

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. 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.

Construction 78

Construction Finance Customer Experience Management Retail 78

CX Network

MARCH 7, 2024

Travel Counsellors’ CTO Jon Bauer explains how the 2023 acquisition of Planisto is taking personalized travel to the next level

Technology 64

Technology Technology 64

Customer Think

MARCH 7, 2024

A few years ago, when I was in Nashville, I wandered into a used bookstore and bought called Foremanship1 written in 1927 by Glenn L. Gardiner, the “former director of foremanship development at the Oakland Motor Car Company.” Part of General Motors since 1909, it later became known as Pontiac.

Contact Center 75

Contact Center 75

CX Network

MARCH 7, 2024

In the world of finance, wealthy clients demand sophistication, foresight and bespoke solutions.

AI 64

AI Finance 64

Zonka Feedback

MARCH 7, 2024

Creating a website survey is a strategic way to gain valuable feedback that can enhance user experience and drive business growth. It helps you know how your website visitors perceive their experience of using your website and guides you to make improvements and create better website experiences.

Business Growth 59

Business Growth 59

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.

B2C

Intercom

MARCH 7, 2024

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. With an AI engine at the core – rather than bolted on to the edges – your team can provide personalized support at scale, boost team and operational efficiency, and i

AI 59

AI Customer Service Engineering Voice of the Customer 59

Customer Think

MARCH 7, 2024

As indicated above, the difference between leaders and laggards is a whopping 18.8X on customer profitability, 6.5X on customer retention, and 9X on customer loyalty. According to another McKinsey study organizations currently implementing data-driven approaches—ranging from predictive systems to AI-driven automation—are doing sporadically across their operations, resulting in missed opportunities and inefficiencies.

Customer Retention 53

Customer Retention Customer Loyalty AI 53

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Machine Learning 52

Machine Learning Customer Satisfaction Omnichannel AI 52

Logicalware

MARCH 7, 2024

The financial services industry has changed radically in the past decade. From relying on traditional in-person meetings as the main point of contact, the industry has now fully embraced a digital-first approach. At the same time, clients demand convenience, security and personalised interactions. In fact, 80% of clients say the experience a company provides is as important as its products and services.

Touchpoint 52

Touchpoint Social Media CX Technology 52

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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.

Customer Service

Gainsight

MARCH 7, 2024

In the increasingly competitive digital landscape, customer success teams are the linchpins of retaining and expanding customer relationships. The key to their success lies in accurately gauging customer health through meticulously designed scorecards. However, traditional methods of scorecard creation and optimization often fall short, leading to missed opportunities and unforeseen churns.

Scorecard 52

Scorecard Gaming AI Customer Satisfaction 52

Zendesk

MARCH 7, 2024

What is workforce optimization? Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency. WFO intertwines performance data, emerging technologies, and coaching to help employees, departments, and businesses operate at peak performance. Businesses today walk on a tightrope when it comes to customer service and efficiency.

AI 52

AI Customer Satisfaction Construction CX 52

TeamSupport

MARCH 7, 2024

In today's highly competitive business environment, a company's success hinges on its ability to provide effective customer support. A key aspect of this is team collaboration - the more effectively your team can work together, the better they will be at solving customer issues and delivering a superior experience. Let's discuss how team collaboration and customer intelligence can enhance your team's performance.

Machine Learning 52

Machine Learning Omnichannel Customer Satisfaction AI 52

SurveySensum

MARCH 7, 2024

Corporate Social Responsibility has evolved from being a buzzword to a critical aspect of modern business practices. At its core, CSR involves businesses taking responsibility for their impact on society and the environment. As consumers become more conscious of the ethical and social implications of their purchasing decisions, the importance of CSR in the corporate landscape has grown significantly.

Customer Loyalty 52

Customer Loyalty Customer Acquisition Customer Satisfaction Start-ups 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

1 to 1

MARCH 7, 2024

Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. In a panel discussion, Hassabis acknowledged flaws in the image-generation tool of Google’s Gemini AI (previously known as Bard) and said the feature was taken offline with plans to relaunch in a few weeks.

AI 26

AI Contact Center Innovation Technology 26