Adrian Swinscoe
AUGUST 27, 2024
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.
Execs In The Know
AUGUST 27, 2024
Americans are more dissatisfied with the customer service they receive than ever before. According to the latest Forrester Customer Experience Index (CX Index™) , this year marks the third consecutive decline in CX quality. The Forrester CX Index is a key metric that evaluates the quality of customer service and loyalty across nearly 500 brands in 14 industries.
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Customer Think
AUGUST 27, 2024
The contact centre — a technology-driven strategic asset Contact centres are the core on which many firms deliver their customer experience. The landscape has changed dramatically in recent years, and this transformation is set to continue.
Experience Investigators
AUGUST 27, 2024
How can you celebrate CX Day on a limited budget and with a small team? Tune in to hear some ideas for acknowledging your organization’s unsung heroes and making this special day truly meaningful. Join Jeannie Walters as she shares innovative and heartfelt ways to celebrate the outstanding work of customer experience professionals, from promoting their efforts in internal communications to surprising them with small tokens of appreciation.
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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.
Customer Think
AUGUST 27, 2024
The global logistics and supply chain industry is a perplexing organization of interconnected systems that have now assumed a vital part in the worldwide economy. So, the efficient management of this network is fundamentally important for organizations to stay competitive and fulfill customer demands.
SurveySensum
AUGUST 27, 2024
Did you know that email surveys are the third most popular channel having an average response rate of 30%? Not just that! Personalized emails can help you achieve an open rate of 29% and a click-through rate of 41%. By crafting an engaging email template that is both engaging and tailored to individual customers’ experience, you will boost your response rate significantly and also gather feedback that is relevant and accurate.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SugarCRM
AUGUST 27, 2024
The manufacturing landscape is both competitive and dynamic. Accurate forecasting and efficient planning are critical for remaining competitive and relevant in the industry. For decades, manufacturers struggled to anticipate demands, better manage resources, and ensure streamlined operations to meet customer expectations and remain relevant and profitable.
Customer Think
AUGUST 27, 2024
There’s an emerging trend that could reshape the relationships between brands and their customers: AI as gatekeeper. More and more, people will be able to simply ask their phone to solve a problem or type a question into their browser window and they’ll get a response synthesized from information available online.
Customer Think
AUGUST 27, 2024
Culture = core values + behaviors. Without socializing core values, how will employees know what they are and then, ultimately, live them? (And what happens if they don't live them?) Living them means operationalizing them in their day-to-day tasks and work. (Socializing makes no sense if you're not also operationalizing them!) In this article, find six reasons to socialize core values. and then uncover a list of ways to socialize them.
Customer Think
AUGUST 27, 2024
Are you asking them to be managers, or developing them to be leaders? There is a difference between managers and leaders. And that difference is not subtle.
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.
Customer Think
AUGUST 27, 2024
Imagine stepping into a world where your banking needs are anticipated before you even voice them, where every interaction feels like a seamless extension of your digital life. This isn’t a distant future but the present reshaping of customer experience (CX) in banking.
Customer Think
AUGUST 27, 2024
“We are our choices” said the French philosopher Jean-Paul Sartre. Indeed, this quote reflects in all our decisions including our digital choices. Over the last five years, UCC research team has interacted with users in the context of domains like travel, agriculture vehicles and implements, mobile gaming, digital trading, and telecommunication, to name a few.
Customer Think
AUGUST 27, 2024
Lost in translation Let’s be real – calling a call centre is probably the closest thing we’ve got to modern-day torture.
Customer Think
AUGUST 27, 2024
Edward Funnekotter, Chief Architect and AI Officer, Solace, explores how pairing AI with data from IoT devices, underpinned with an event-enabled approach, is changing the way retailers do retail – from the shop floor, to understanding customer experiences, to optimizing stock levels in the warehouse.
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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 Think
AUGUST 27, 2024
Most of the banks has encountered security problems and are looking for a stability. With the advanced digital banking, the industry can face different challenges in their security. In this digital world working with traditional methods to safegarard the financial information will be no longer sufficient where cyber threats evolve rapidly.
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