Adrian Swinscoe
JULY 24, 2024
Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […] The post PegaWorld themes speak to the top AI implementation challenges first appeared on Adrian Swinscoe.
Customer Think
JULY 24, 2024
In the ever-evolving customer support landscape, knowledge managers face the dual challenge of keeping help content relevant and integrating new technologies like AI and automation. Often, they must secure buy-in from stakeholders who may not fully grasp the crucial role effective knowledge management plays in enhancing customer experience (CX) and operational efficiency.
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Doing CX Right
JULY 24, 2024
Discover strategies for effective self-advocacy, mentorship, and career progression, especially for women leaders and minorities The post Women Leaders in Male-Dominated Fields: Success Stories and Strategies appeared first on Doing CX Right.
Customer Think
JULY 24, 2024
Do you need to lose 10 pounds? Are you exercising as much as you need to? What about your eating habits – should you be eating healthier? I bet there are several things you need to do to be healthier that you’re not doing. Is it because you don’t have a need? Nope.
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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.
NGDATA
JULY 24, 2024
The use of AI in marketing reveals that AI technologies are rapidly transforming the landscape of digital marketing. Marketers are increasingly leveraging AI tools to personalize content, predict consumer behavior, and automate interactions, leading to more efficient and targeted marketing efforts. This shift is also driving a surge in demand for AI-related skills among professionals, prompting many to pursue upskilling opportunities.
Customer Think
JULY 24, 2024
The digital age has ushered in a new era of user expectations, demanding innovative and user-centric solutions. As technology continues to advance, end users seek seamless, intuitive, and personalized experiences across various platforms. To remain competitive, organizations must align their modernization efforts with these evolving demands.
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
JULY 24, 2024
Innovations in CRM for the service industry are helping organisations collect, analyse and process customer information more and more efficiently while automating most business processes. Using CRM allows companies to communicate more effectively with their customers and increase profits. And rapidly developing analytical tools make CRM even better and more convenient.
NGDATA
JULY 24, 2024
The overuse and misunderstanding of "brand storytelling" in marketing. It emphasizes the importance of conflict in storytelling, differentiating between showmanship (long-term brand-building) and salesmanship (short-term direct response). The article suggests a balanced approach, citing the "60:40 rule" for spending on brand-building and performance marketing.
Customer Think
JULY 24, 2024
He who does not trust enough, will not be trusted. Catherine/Kate Bourlier Masson in LinkedIn[1] stated: Empathy + Shared Values + Safety & Reliability = Trust over Time. She got my attention. How important is trust? Is trust one of our core values?
NGDATA
JULY 24, 2024
In response to shrinking marketing budgets in the financial services sector, CMOs are reallocating resources towards digital channels, particularly social media ads and SEO, while reducing emphasis on email marketing. The need for transparency with price-sensitive customers is emphasized, as is the importance of demonstrating marketing's value to prevent further budget cuts.
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
JULY 24, 2024
Leadership is a practice. And like any practice, it is learned over time, through many experiences, some good, and some not so good. We learn not only academically, but experientially through experimentation, doing things we’ve never done before, making mistakes, and then applying what we learned to the next challenge.
Hodusoft
JULY 24, 2024
Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” This quote by Robert Half, one of the pioneers of specialized staffing services and the founder of the global human resource consulting firm bearing his name, is the shortest answer to the question “How to improve customer retention in call centers?
Customer Think
JULY 24, 2024
Digital transformation is no longer a buzzword but a critical component for businesses striving to stay competitive in the rapidly evolving digital landscape. While the benefits of digital transformation are clear, quantifying these benefits and demonstrating return on investment (ROI) can be challenging.
The DiJulius Group
JULY 24, 2024
Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing.
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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
JULY 24, 2024
Merchandisers can now chat with an AI assistant to help create an enticing assortment and display for shoppers in real-time
The DiJulius Group
JULY 24, 2024
Have you ever wondered what it takes to transform your e-commerce platform into a customer satisfaction powerhouse? On this episode of The Customer Service Revolution, we explore a compelling case study that reveals how one client drastically improved their customer service landscape and employee morale by addressing critical service defects. Uncover the secrets behind reducing.
Customer Think
JULY 24, 2024
Listen to the podcast: I often say there is never one thing happening in a Customer Experience; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.
Bill Quiseng
JULY 24, 2024
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
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