Execs In The Know

JANUARY 12, 2024

As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date. In this article, I’ll share four invaluable lessons we’ve learned as a business.

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AI Legal Artificial Intelligence Customer Experience 105

Beyond Philosophy

JANUARY 12, 2024

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th

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E-commerce Customer Experience AI CX 88

Customer Think

JANUARY 12, 2024

As customer advisory board (CAB) managers maintain the momentum of the programs, one of the key checkpoints on initiative status will be their internal stakeholder meetings. After all, such stakeholders are key to ensuring program success and confirming CAB managers have the requisite “air cover” to mandate everyone is doing their part.

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Zendesk

JANUARY 12, 2024

What is hypercare? Hypercare is the period of heightened customer support and attention immediately after a major change in operations. During hypercare, businesses are particularly vigilant and proactive in addressing customer needs, issues, and feedback to ensure a smooth transition and a positive customer experience (CX). There’s a reason why so many people are averse to change.

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CX Customer Satisfaction Customer Loyalty AI 52

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 Satisfaction

Customer Think

JANUARY 12, 2024

Agreement brings together trusted, industry-leading, enterprise-class solutions that deliver on organizations' technical documentation, training and compliance demands

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Compliance 59

Zonka Feedback

JANUARY 12, 2024

In today's highly competitive business world, providing exceptional customer service has become indispensable for success. According to a study conducted by Microsoft, a staggering 97% of customers consider customer service to be a critical factor in determining their loyalty to a brand. As businesses strive to meet and exceed customer expectations, the helpdesk plays a pivotal role in delivering outstanding support experiences.

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Customer Satisfaction Customer Expectations Customer Service 52

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Customer Think

JANUARY 12, 2024

Imagine a future where your phone app reads your mood, predicts your needs, and personalizes your experience with uncanny accuracy. This isn’t science fiction; it’s the reality shaping up with the meteoric rise of AI in mobile app development.

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AI Technology Technology 49

Customer Think

JANUARY 12, 2024

I can’t take credit for this headline. These words came from Vince Warnock, who interviewed me for his “Chasing The Insights” podcast a few weeks ago. Vince and I were delightfully on the same customer-pleasing track. He has some wonderful stories to tell, and yes, some great insights, and a fantastic sense of humor.

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Customer Think

JANUARY 12, 2024

If customer relationship marketing were to be recognized for its innovation, the best likely measure of it would be the millions of loyalty programs it has spawned. Most, however, are more likely to be copycatting than introducing new ideas. So let’s change that.

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CX Innovation Customer Relationship Customer Loyalty 49

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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.

VOC

Customer Think

JANUARY 12, 2024

Colleen Stanley and Steven Rosen from the Sales Leadership Awakening podcast discuss how building excellence in sales leadership starts with having the right team. Sales leaders must be willing to make tough decisions about non-performers and proactively recruit top talent.

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Sales 45