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.
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).
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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.
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.
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
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?
Customer Think
DECEMBER 18, 2023
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase.
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
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.
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
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.
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.
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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
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.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
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.
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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.
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.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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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