Futurelab

JUNE 28, 2024

#NoBullshitCX #20yearsFuturelab “Hire for attitude, train for success.” When you start your CX programme, it is vital to involve your employees early on. To create a customer centric organization, your people need to be willing, skilled, and able to be customer centric. Let’s talk about the willing part first (we’ll get to skilled and able later). We all had poor experiences, but did they happen because someone decided “I am going to RUIN someone’s day today”?

Customer-Centric Organization 130

Customer-Centric Organization Manufacturing CX 130

Beyond Philosophy

JUNE 28, 2024

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

Sports 88

Sports Customer Experience Education CX 88

Lumoa

JUNE 28, 2024

Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

Start-ups 78

Start-ups 78

Customer Think

JUNE 28, 2024

Does the customer always get what they want in terms of product and service? The answer is often “no”. Frequently the customer has to put up with what they are offered or what is available. This can happen for a number of reasons, such as lack of opportunity, choice, or competition.

Customer Loyalty 59

Customer Loyalty 59

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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

Gainsight

JUNE 28, 2024

Thousands of customer education, customer success, community, and product pros shuffled through the doors of St. Louis’ America’s Center for two unforgettable days filled with learning, networking…and puppies. Denise Stokowski (SVP, Product Management, Gainsight) with the Puppies of Pulse This year’s Pulse also featured a first—a dedicated track on digital customer education with a simple goal: Provide attendees with actionable insights and takeaways they could apply to their program.

Education 52

Education AI Artificial Intelligence Start-ups 52

Customer Think

JUNE 28, 2024

I wrote today’s post for RingCentral. It covers a joint research study they conducted in partnership with Metrigy about the impact that AI is having on both the employee experience and the customer experience.

AI 59

AI Artificial Intelligence Customer Experience Technology 59

Customer Think

JUNE 28, 2024

Credit: BoliviaInteligente on Unsplash Systems for managing customer interactions and streamlining procedures to increase revenue are crucial tools for modern companies. However, conventional CRM systems frequently require high human labor for jobs like data input, lead scoring, and follow-up reminders.

CRM 52

CRM Artificial Intelligence AI Technology 52