Futurelab
APRIL 26, 2024
#NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong? When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. The company was, after all, known for their cutting-edge technologies devised through blue-sky research.
Customer Experience Matrix
APRIL 26, 2024
Has anyone asked you recently about the past, present, and future of Customer Data Platforms? No? That's odd; people ask me those questions all the time. Here are my current answers. It’s eleven years since the term “customer data platform” appeared in 2013. What stages has it gone through over that time? The first stage was just to recognize that CDP was a separate category of software.
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Beyond Philosophy
APRIL 26, 2024
In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import
Customer Think
APRIL 26, 2024
Making connections and feeling part of a community is vital – not only for the wellbeing of people, but also to boost brand health and longevity.
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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.
Zonka Feedback
APRIL 26, 2024
Traditional methods of feedback analysis have enabled businesses to process feedback, fetch trends, predict behavior, and even assess pain points for several years. However, these platforms struggle to keep pace with the sheer volume and complexity of the feedback data pouring in from different data sources.
Customer Think
APRIL 26, 2024
Cutting out the “middleman” by moving to a direct-to-consumer (DTC) model can be an attractive way to increase your company’s revenue. However, it puts a much greater responsibility on your brand to provide top-notch customer service. And customer service isn’t something you can afford to take lightly.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
APRIL 26, 2024
In today’s fast-paced world, where digital transformation is the norm, no-code AI automation emerges as a revolutionary force reshaping various industries. From finance to healthcare, manufacturing to retail, the applications of no-code AI automation are boundless.
Customer Think
APRIL 26, 2024
Advertising can take many forms, from media space, posters, film, video and social media. Its purpose is to inform about products and services, and introducing a brand and image to potential customers. Thus giving the business provider, an advantage of familiarity with the potential customer.
Customer Think
APRIL 26, 2024
Today’s consumers have high expectations of the customer experience, and whether or not a company meets those expectations can make or break customer retention and loyalty. According to a survey from Salesforce, at least 80% of customers state that a brand’s experience is equally as important as products and services.
Customer Think
APRIL 26, 2024
Travel loyalty programs are facing a unique moment. Consumer demand for travel remains strong, but rising costs are pushing budget-conscious travelers to seek maximum value. At iSeatz, we recently released a report exploring this dynamic and how programs can adapt to offer consumers the value they’re demanding while meeting their retention and customer engagement goals.
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.
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