ECXO
JANUARY 30, 2024
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.
C3Centricity
JANUARY 30, 2024
Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.
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Customer Think
JANUARY 30, 2024
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.
Experience Investigators
JANUARY 30, 2024
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.
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
Customer Think
JANUARY 30, 2024
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.
Zendesk
JANUARY 30, 2024
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).
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zendesk
JANUARY 30, 2024
Demand generation can be the initial step to building a long-lasting relationship with your customers. So, making a good first impression is critical. Forget about the age-old cold calls and impersonal ads—now it’s all about creating genuine connections, becoming a trusted resource, and guiding potential customers on a value-driven journey. If you need a demand-generation refresher: The goal is to generate and nurture leads.
The DiJulius Group
JANUARY 30, 2024
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.
SurveySensum
JANUARY 30, 2024
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?
Customer Think
JANUARY 30, 2024
Wave iX redefines customer engagement and employee empowerment—from consulting and solution design to execution and insights
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Help Scout
JANUARY 30, 2024
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.
Customer Think
JANUARY 30, 2024
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.
DMG Consulting
JANUARY 30, 2024
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
Customer Think
JANUARY 30, 2024
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
SugarCRM
JANUARY 30, 2024
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.
Customer Think
JANUARY 30, 2024
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.
Customer Think
JANUARY 30, 2024
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.
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