The Customer Service Blog
JANUARY 17, 2024
The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!!
Qmatic
JANUARY 17, 2024
The paradigm of what makes a company competitively strong in a market is changing, and how customers and other stakeholders perceive a business is gaining more competitive value than just having a strong and unique product to offer. Improving customer experience becomes a priority for businesses, but it’s important to remember that this is a continuous activity that always needs optimizing.
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Zendesk
JANUARY 17, 2024
As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. “What sets this moment in time apart is really the convergence and synergies of capabilities and technologies coming together,” Edwards-Lebair said.
Customer Think
JANUARY 17, 2024
Customer experience (CX) is at the core of every business success. Application developers worldwide should future-proof CX for better value creation. Meanwhile, in web application development, maintaining CX is all about better experiences throughout the user interface. In terms of web application development, software developers can employ existing tools and libraries for enhanced CX.
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
The DiJulius Group
JANUARY 17, 2024
Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone’s day and the subtle nuances that.
Customer Think
JANUARY 17, 2024
Podcast: Play in new window | Download Subscribe: Email | RSS Premise: In this first episode of a new series, which will be focused on leadership, we host a practicing leader – Pankaj Rusia.
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
JANUARY 17, 2024
Source: Kogan Page Last November, I published a review of Robert Rose’s new book, Content Marketing Strategy. Rose’s book is one of the best I’ve recently read, and it’s an important addition to our library of content marketing literature.
Zendesk
JANUARY 17, 2024
Living in a digital world, our concept of community transcends geography to include the virtual spaces from which we connect, share, learn, and grow. This same notion of community has been a part of Zendesk for many years, as Partners in our ecosystem seek one another’s expertise across industries, technologies, and languages. In years past, the Partner team at Zendesk hosted in-person and online Partner events to discuss product roadmaps and features to help customers find solutions to common p
Customer Think
JANUARY 17, 2024
It’s finally here, 2024 is the year the deprecation of the cookie finally happens. Artificial Intelligence (AI) emerges as the pivotal solution, particularly in reshaping the landscape of programmatic advertising.
Zendesk
JANUARY 17, 2024
It’s fair to say that the Zendesk Marketplace is buzzing with app activity. In my four years as Marketplace Operations Manager, the number of apps available has skyrocketed from 927 to 1,542—that’s a leap of more than 600! And it’s not slowing down. We’re currently adding 200 to 300 net apps per year, which begs the question: With so many great options vying for customers’ attention, how can you make your app listings shine?
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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
JANUARY 17, 2024
The news On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform” With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more efficient while maintaining their quality of service.
Zendesk
JANUARY 17, 2024
We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. Businesses are rethinking the structure of everything, from their tech stacks to their teams. In just a few years time, these forces will radically transform the pivotal connection between customers getting support and the organizations that provide it.
Customer Think
JANUARY 17, 2024
Cross-selling – selling similar or related products that complement those that existing customers already have – is one of the most successful sales strategies available. McKinsey research shows that cross-selling can increase sales by up to 20 percent and profits by up to 30 percent.
Hodusoft
JANUARY 17, 2024
Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph.
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.
SurveySensum
JANUARY 17, 2024
Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough? I soon discovered that people abandon surveys because either they are too long or they ask confusing questions with too much industry jargon.
Customer Think
JANUARY 17, 2024
What would you say if I told you Formula 1 drivers train by driving down the track, looking exclusively in the rear-view mirror? Or what if I told you the most successful NFL football teams spend 90% of their practice sessions reviewing old game tapes?
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.
Customer Think
JANUARY 17, 2024
In the classic holiday story “The Gift of the Magi,” the heroine sells her beautiful hair so she can afford to buy her young husband a Christmas gift. In 2023, she’d have used Afterpay or reward points, not scissors.
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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.
Steven Van Belleghem
JANUARY 17, 2024
The expected results are clear: achieve greater customer loyalty and ensure that your customers also become your ambassadors. This is a double win: loyalty helps companies to retain its customers and the existing customers themselves become the main acquisition channel for new customers. In order to achieve this double win of customer loyalty and ambassadorship, I believe that companies need to take these 6 important steps: Step 1: Convenience – make life easy for customers Step 2: Manage
Customer Think
JANUARY 17, 2024
Are you seeking funding for a truly unique solution and it’s not getting the attention it deserves? Do you have a great solution you’ve created great content for and it’s still not closing as many sales as it deserves to?
Execs In The Know
JANUARY 17, 2024
In an era where consumers crave seamless online experiences, the demand for self-service solutions is higher than ever. The landscape is evolving, with customers seeking personalized recommendations , intuitive search capabilities, and intelligent chatbot interactions. Recent surveys indicate that only 15 percent of consumers express high satisfaction with the self-service options provided by businesses today.
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