Inside Customer Service
OCTOBER 12, 2023
Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language.
Adrian Swinscoe
OCTOBER 12, 2023
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.
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Beyond Philosophy
OCTOBER 12, 2023
If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.
Adrian Swinscoe
OCTOBER 12, 2023
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
MattsenKumar
OCTOBER 12, 2023
As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction.
Customer Think
OCTOBER 12, 2023
In the digital age, web accessibility has become a top priority for businesses. The need for inclusive design has never been more crucial. As we look ahead to 2023, there are several web accessibility trends that are set to shape the landscape of online user experience. 15% of the world’s population has a disability.
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
OCTOBER 12, 2023
We talk to many customer advisory board (CAB) managers who contact us about their challenges. And while the hurdles they face are often common and shared by their CAB manager colleagues, those who may be struggling more deeply with their programs seem to face a similar challenge: an ineffective executive sponsor.
SixteenVentures
OCTOBER 12, 2023
Customer Success isn’t a monolith; it’s a symphony of moving parts. Think of it as a well-oiled machine with gears both large and small. The larger gears—your customer-level KPIs—offer those broad-stroke indicators that often make you nod in satisfaction. “Yes, we’re on the right track,” they seem to say. Then there are the smaller, more […] The post From KPIs to Connection: Transforming Metrics Into Meaningful Relationships appeared first on Customer-centric
Customer Think
OCTOBER 12, 2023
Today, almost all businesses (90%) have some form of loyalty program. With that level of saturation, customers understand the basic exchange of a traditional loyalty program: The more money they spend with a brand, the more cash back, points, or miles they’ll earn in return. This transaction model is time tested and effective, but uninspired.
SurveySensum
OCTOBER 12, 2023
InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.
Gainsight
OCTOBER 12, 2023
The identity and access management company Okta provides cloud software that helps companies manage and secure user authentication into applications. They also help developers build identity controls into applications, website web services, and devices. In short, Okta is helping us build a more secure digital workplace and world. The company’s Customer Success (CS) team has been leading the first wave of the Digital CS revolution.
MyCustomer Experience
OCTOBER 12, 2023
If you have too much to do because you've agreed to do too many things, then you could suffer from a cognitive bias identified and.
Gainsight
OCTOBER 12, 2023
The identity and access management company Okta provides cloud software that helps companies manage and secure user authentication into applications. They also help developers build identity controls into applications, website web services, and devices. In short, Okta is helping us build a more secure digital workplace and world. The company’s Customer Success (CS) team has been leading the first wave of the Digital CS revolution.
Customer Think
OCTOBER 12, 2023
Businesses Can Now Connect with Pre-Vetted Outsourcing Providers to Meet Their Staffing Needs
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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.
Help Scout
OCTOBER 12, 2023
To build a brand that lasts, you need to find an ecommerce team structure that enables great collaboration and smooth scaling. In this article, we’ll dive into the essentials of structuring your ecommerce team for maximum efficiency and profit.
Customer Think
OCTOBER 12, 2023
The traditional customer segmentation approach to marketing is dying. A majority of consumers expect to receive personalized experiences, which means companies need to have a lot of data on those consumers. A decade or so ago, the only way to parse this data was to segment it into personas.
SugarCRM
OCTOBER 12, 2023
Sales and Marketing ; they’re like the perfect couple. One is analytical and direct, while the other does all the talking and appeals to the emotions. When they’re in perfect alignment, life is good. That’s how it is with sales and marketing. But like couples, they have disagreements sometimes. If left unresolved, these disagreements can create misalignment, miscommunication, demotivation, and eventual failure to grow the business.
Customer Think
OCTOBER 12, 2023
I recently wrote an—unintended to be, but maybe could be construed as, snarky—article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say maybe I’m not interested [.
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
Customer Think
OCTOBER 12, 2023
In recent years, no-code and low-code solutions have established a prominent presence in the business productivity market, catering to diverse needs such as bespoke solutions, as well as integration into enterprise products.
Customer Think
OCTOBER 12, 2023
Merchants can see a significant lift from the three I’s — interest, intent and in-basket, but some of the practices to achieve that incremental increase are outdated, meaning that merchants are failing to accomplish all possible benefits.
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