Tue.Jan 30, 2024

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The role of emotions in CX and how you can use them to design better experiences

ECXO

The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.

CX 156
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How AI will Impact CX in 2024

Customer Think

AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.

AI 72
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Using AI for Email Writing: The 9 Best Tools

Help Scout

AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.

AI 56
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ibex Launches Wave iX: The Next Evolution in AI-Powered Digital-First Customer Experience

Customer Think

Wave iX redefines customer engagement and employee empowerment—from consulting and solution design to execution and insights

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Why Tech-Forward Tax and Accounting Firms Have the Inside Track to the Future

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

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(Tech) stack ‘em up: Tap into apps on the Zendesk Marketplace to give customers a helping hand

Zendesk

Every business needs software solutions to thrive, and building the right tech stack means companies can put customer experience front and center. But with so many options out there, finding the best integrations for each of your clients can be a head scratcher. In the context of Zendesk, “tech stack” refers to a combination of tools and technologies that work together with our products—all geared toward improving a business’s customer experience (CX).

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Are the 4P’s Still Relevant for Today’s Marketers?

Customer Think

Source: Shutterstock (The concept of the “marketing mix” has been a staple of marketing for over 70 years. It’s discussed in virtually all marketing textbooks and taught in virtually all introductory marketing courses. But does the marketing mix idea still have a place in 21st-century marketing? The answer is “yes,” and here’s why.

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The Art of Getting Buy-In: A Journey of Vision and Transformation

Customer Think

In this blog, we showcase a recent Sales Leadership Awakening podcast episode where Steven Rosen and I interviewed Keith Rzucildo. He is Vice President of Sales at Miller Electric and a seasoned leader who has successfully navigated the complexities of gaining buy-in for a new vision within his organization.

Sales 52
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Six Components of a Customer’s Experience

The DiJulius Group

To create brand loyalty and customer evangelists, you must (1) operate at a high level in six distinct areas of business and (2) constantly evaluate your company’s customer service across each category, separately, and as categories overlap. Physical: Deals with the actual brick-and-mortar component of your operation. These are the physical elements that are more.

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Can AI help call center agents show more empathy?

Customer Think

For some businesses, customer experience has become more of a buzzword than an actionable value. Business leaders recognize its importance, but embodying this value throughout the organization proves difficult. The C-suite is committed to the concept of customer experience, but what about call center agents, the individuals on the front lines?

AI 52
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15+ Essential Customer Experience Interview Questions to Ask CX Professionals

SurveySensum

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. The role is crucial – CX professionals shape how customers perceive a company. It’s not just about skills; it’s understanding the company and sharing its values. That got me thinking – what interview questions really help identify a great CX professional?

CX 52
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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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Thanks to AI, the CCaaS Sector Comes on Strong

DMG Consulting

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. The factors driving rapid growth include the recent adoption of these solutions by cloud holdouts, including large financial services institutions; ongoing seat expansions from many existing customers; a strong replacement cycle of earlier-generation CCaaS solutions; and increased international

AI 48
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How Applying Key Sports Principles Can Boost Your Customers’ Experience

Customer Think

You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase.

Sports 40
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3 Ways Growth Leaders Can Use GTM Technology to Their Advantage

SugarCRM

A recent McKinsey study of more over 5,000 companies that ‘outpace’ their peers in building scalable growth found three key similarities in how these firms use Go-to-Market (GTM) technology. GTM technology offers enterprises multiple development opportunities, personalized customer experiences, and drives growth. McKinsey says tech-driven organizations create 80 % more shareholder value than their peers over ten years.

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Strive for Top 5 in product and service quality

Customer Think

Earlier this month I analyzed 27 mid-range hotels in the Orlando market using publicly available data from Tripadvisor. These properties ranged from locations near the airport, convention center, and theme parks.

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Breaking The Commerce Bottleneck: Your SAP Exit Plan Starts Now

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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[Experience Action Podcast] CX Pulse Check – January 2024

Experience Investigators

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. We’re peeling back the curtain on Sam’s Club’s groundbreaking AI-based receipt verification system and exploring the ripple effects on the future of retail.

CX 52
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The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley

Customer Think

Podcast Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, a workforce management consulting firm.