Adrian Swinscoe

NOVEMBER 22, 2024

I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.

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Customer Experience Customer Service 147

Intercom

NOVEMBER 22, 2024

In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Support Declan Ivory about how generative AI is reshaping customer interactions, the emergence of new roles within customer service teams, and the importance of professionalizing career paths in this evolving landscape.

AI 90

AI Customer Service 90

Help Scout

NOVEMBER 22, 2024

Learn why free live chat software could be a great addition to your support stack, and discover the top 8 options to consider in 2025.

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Gainsight

NOVEMBER 22, 2024

Exciting news from the Gainsight community! We’re thrilled to announce that Harri , the all-in-one human capital management platform for the hospitality industry, has officially become our first four-product client in Europe by launching their customer community. Over the last five years, Harri has been on an incredible growth trajectory, rapidly innovating and scaling to meet market demands.

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Education Hospitality Hospitality Innovation 52

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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.

Contact Center

SurveySensum

NOVEMBER 22, 2024

As one of the pioneers in the customer feedback platform industry, Qualtrics is renowned for its robustness and wide-ranging capabilities, making it an excellent choice for enterprise-level companies. It is an ideal choice for businesses with large numbers of employees, access to seasoned CX professionals, and a huge budget to spend. Because Qualtrics services are on the pricier side and can be a bit much for beginners with its advanced features and expensive budget.

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Text Analytics Sentiment Analysis NPS Actionable Insights 52