Inside Customer Service
JUNE 13, 2024
I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.
Beyond Philosophy
JUNE 13, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
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Adrian Swinscoe
JUNE 13, 2024
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at […] The post How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform – Interview with Prashaant Huria of Unilever first appeared on Adrian Swinscoe.
Intercom
JUNE 13, 2024
With AI taking over more manual tasks and freeing teams up to focus on more meaningful work, customer service roles are becoming increasingly strategic. For too long, many businesses have viewed customer service as a cost center. But now, with AI and automation increasingly handling transactional queries, customer service teams are evolving into strategic value drivers with the ability to provide more consultative guidance, deliver key insights, and directly impact customer adoption and retentio
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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
JUNE 13, 2024
Digital marketing has seen substantial growth, with ad spending projected to increase from $522.5 billion in 2021 to $835.2 billion by 2026. Mobile marketing, a significant component, is expected to grow from 13.7% to 16.9% of marketing budgets in the US by 2023. Social media advertising, a key driver, is predicted to double its global spending to $262 billion by 2028.
Intercom
JUNE 13, 2024
Fearing a loss of control is a common theme that comes up when we talk to customer service leaders about their AI implementation strategy. Plenty of folks are curious about AI and eager to put it to the test. Many leaders are largely convinced about the efficiency gains it’ll bring, but some don’t trust that an AI Agent can deliver the same quality service that a human can.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
NGDATA
JUNE 13, 2024
AI's impact on banking jobs remains limited, particularly in community banks, where customers and leaders prefer human interactions. While AI may automate tasks, it won't replace jobs outright. Younger generations, comfortable with technology, will drive AI adoption in banking. Despite fears, AI is more likely to enhance job roles, creating new opportunities for tech-savvy employees rather than eliminating positions.
Customer Think
JUNE 13, 2024
Curating content for each customer to generate revenue lift and deliver deeper customer relationships
NGDATA
JUNE 13, 2024
Composable banking enhances digital customer experiences by utilizing modular components rather than monolithic systems, allowing financial institutions to quickly adapt to market changes and integrate new services seamlessly. This approach improves operational efficiency, customer engagement, and supports innovation. Examples of successful implementation include Varo Bank and MoneyLion, which have leveraged composable banking to offer personalized financial products, demonstrating the practical
Gainsight
JUNE 13, 2024
People naturally harbor a sense of caution toward the unknown. Microwaves. Emails. Cryptocurrency. The potential gains, like drastically reducing cooking times, don’t matter at first. Instead, there’s a healthy dose of skepticism, with most people waiting for broader adoption before incorporating these new things —however outlandish they may seem at the time—into their lives.
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.
NGDATA
JUNE 13, 2024
With the phase-out of third-party cookies by 2025, marketers are adopting identity resolution, which uses first- and zero-party data to identify users. This method leverages behavioral data for personalized marketing, enhances revenue through targeted follow-ups, boosts mailing list growth, and improves performance marketing by converting anonymous traffic into known users.
1 to 1
JUNE 13, 2024
This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, c
NGDATA
JUNE 13, 2024
Companies are moving from complete rebrands to brand refreshes to avoid high costs and risks. Minor updates, such as changes in color or typography, are marketed as significant refreshes, helping maintain consumer trust while keeping the brand relevant. This approach is seen as an evolution rather than a drastic change, as illustrated by Tropicana’s costly rebranding failure.
SugarCRM
JUNE 13, 2024
What we'll Cover: Key to Success in the Manufacturing Industries: Insights from the AHEADCRM Report The manufacturing industry is undergoing a significant transformation driven by rapid technological advancements, evolving customer expectations, and emerging customer experience trends. In a collaborative effort to shed light on the evolving dynamics of the manufacturing sector, SugarCRM has partnered with aheadCRM to produce an in-depth report exploring the industry’s latest trends and c
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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.
NGDATA
JUNE 13, 2024
Legacy banks are under pressure from digital-first neobanks that offer convenience and modern services. To stay competitive, traditional banks must embrace digital transformation by adopting AI and mobile-first strategies. This shift is crucial to meet evolving customer expectations and capitalize on the growth of digital banking. However, they face challenges like integrating new technologies with legacy systems and high costs.
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