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.
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.
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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
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.
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
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
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.
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
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.
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
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
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.
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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.
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?
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
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.
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.
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.
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.
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
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.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
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