Adrian Swinscoe
DECEMBER 18, 2023
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe.
Intercom
DECEMBER 18, 2023
You satisfy your customers, but can you satisfy our curiosity? With Javier Muñiz , Customer Success Lead at Bookinglayer. Please tell us a little bit about your company and what you do there. Bookinglayer is a booking software for businesses with complex booking needs, offering packages that usually combine accommodation, activities, and/or services.
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Customer Think
DECEMBER 18, 2023
Over the years, I’ve written a lot about customer understanding. Even wrote a book on it. In those writings, I’ve said that there are three ways to achieve customer understanding: listen (feedback, data), characterize (personas), and empathize (journey maps).
TeamSupport
DECEMBER 18, 2023
“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Customer Think
DECEMBER 18, 2023
This holiday season, an increasing share of gift givers are shopping with the phrase “you shouldn’t have” in mind. Four in 10 consumers said they expect to bring at least one gift back to retailers this holiday season, according to a report in Chain Store Age.
Zonka Feedback
DECEMBER 18, 2023
In the realm of customer service, the frontline staff serves as the face of a business. Their interactions with customers are important in shaping perceptions, loyalty, and overall satisfaction. To utilize the power of these frontline encounters and deliver a customer-centric experience, companies leverage a potent tool - frontline customer service surveys.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Doing CX Right
DECEMBER 18, 2023
Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.
Customer Think
DECEMBER 18, 2023
Staying ahead of the curve often hinges on an organization’s ability to listen and adapt to their customers’ needs. Consider Starbucks, for example, who embraced mobile ordering after customers voiced their desire for a more streamlined experience.
Comm100
DECEMBER 18, 2023
Generative AI stands out as a groundbreaking development this year, showing particular promise in the realm of customer service. But with so much conversation around it, how many people really understand how Generative AI works? This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works.
Customer Think
DECEMBER 18, 2023
In today’s digital world, customers expect seamless and integrated experiences when interacting with financial services providers across various channels like websites, mobile apps, branches, contact centers and more. This concept of providing consistent and personalized engagement across all touchpoints is called omnichannel.
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
Execs In The Know
DECEMBER 18, 2023
Leadership is an ever-evolving journey shaped by experiences, challenges, and the pursuit of growth. In our latest episode of The CX Leadership Exchange , we had the privilege to delve into the remarkable career trajectory of Jennifer Lee, President & CEO of Intradiem. Jennifer’s journey is a testament to resilience, boldness, and an unwavering passion for leadership, from her roots in contact centers to ascending to the helm of a software company.
Customer Think
DECEMBER 18, 2023
Since 2020, Pipedrive has released an annual State of Sales and Marketing study that provides insights into companies and their growth, with a focus on sales and marketing.
NGDATA
DECEMBER 18, 2023
Artificial Intelligence (AI) is a simulation of human intelligence by computers achieved through techniques like machine learning. Machine learning allows AI to create algorithms and learn from data without explicit programming. This technology has notable use cases in community banks, including chatbots for customer support, monitoring transactions, and underwriting loans.
Logicalware
DECEMBER 18, 2023
The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. However, with a comprehensive contact centre solution that encompasses workforce management and self-service capabilities, you can ensure your contact centre is well-prepared to handle the holiday rush and deliver excellent customer experiences.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
NGDATA
DECEMBER 18, 2023
Banks and credit unions can use life event marketing to identify and target consumers who are actively seeking specific financial products. These events can identify consumers and businesses who are not only eligible for, but actively seeking, specific financial products and they can have a huge impact on purchasing behaviors. Source The post 5 consumer life events banks can’t afford to miss appeared first on NGDATA.
Logicalware
DECEMBER 18, 2023
It’s that time of the year again when we say goodbye to the year that has been and welcome new opportunities and possibilities in the year to come. We can’t help but notice how fast this year has gone by (as we say each year), and it is once again time to rewind and reflect on the achievements of the year. 2023 has been a year of remarkable achievements and innovations in the tech and CX world.
NGDATA
DECEMBER 18, 2023
Ongoing Operations, a provider of disaster recovery and cloud services to credit unions, was hit by a ransomware attack that caused outages for about 60 credit unions. Despite the outages, the NCUA said that credit unions' members' funds are safe and that members have access to their funds and ATMs. Source The post Credit unions recover from outages caused by third-party ransomware attack appeared first on NGDATA.
MyCustomer Experience
DECEMBER 18, 2023
It’s that time of year when industry commentators and pundits share their visions for the future, and make an attempt to predict what is.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
NGDATA
DECEMBER 18, 2023
The Federal Reserve aims to change its culture to prevent mistakes like the SVB failure by empowering supervisors to identify and address potential issues promptly. The objective is to establish a system where significant risks are identified and addressed without delay, avoiding lengthy waiting periods before taking action. Source The post Barr: Fed seeking to empower supervisors following SVB failure appeared first on NGDATA.
SurveySensum
DECEMBER 18, 2023
In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback. After a while, I noticed that my customers were churning.
Customer Think
DECEMBER 18, 2023
As someone operating in the role of CMO at a digital enterprise, it’s abundantly clear to me that the business world is undergoing a dramatic paradigm shift towards composable models. It’s not hard to see why, either.
Customer Think
DECEMBER 18, 2023
A while back, I wrote an article that kind of cheekily suggested that we simply stop doing VoC. For that matter, I kind of went on a speaking circuit with my snarky little message.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Customer Think
DECEMBER 18, 2023
Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply right.” DEI programs may be right, but it’s no secret that they are controversial in the workforce.
Customer Think
DECEMBER 18, 2023
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia.
Customer Think
DECEMBER 18, 2023
In the ever-changing landscape of Customer Experience (CX), professionals are in a perpetual quest for innovative solutions that keep customers engaged, satisfied, and loyal. The world of CX management technology is undergoing a transformative shift, demanding businesses to adapt and constantly evolve in shaping the future of CX.
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