Adrian Swinscoe

FEBRUARY 28, 2024

Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.

CX 130

CX Customer Experience Artificial Intelligence Business Growth 130

Totango

FEBRUARY 28, 2024

In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success.

Artificial Intelligence 111

Artificial Intelligence Customer Acquisition Customer-Centric Organization Sales 111

Customer Think

FEBRUARY 28, 2024

Due to tech advancements, the consumer journey has changed a lot. The customers are already expecting too much because, through the internet, they want a personalised touch to their experience. 52% expect to use ChatGPT to answer customer questions, and 43% to outreach potential customers.

Gaming 78

Gaming Technology Technology 78

Help Scout

FEBRUARY 28, 2024

VP of People Leah Knobler shares why we outgrew our old performance management system, how we revamped the process to embrace a more performance-driven culture at Help Scout, and what we've learned along the way.

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64

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

AI

Customer Think

FEBRUARY 28, 2024

One of the more infamous quotes in marketing is usually attributed to John Wanamaker, who reportedly said, ” Half the money I spend on advertising is wasted. The trouble is, I don’t know which half.” Cracking the code on what drives marketing effectiveness can be incredibly difficult.

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The DiJulius Group

FEBRUARY 28, 2024

Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the.

Customer Retention 64

Customer Retention Customer Service Customer Experience 64

Zonka Feedback

FEBRUARY 28, 2024

Customer feedback allows you to understand your audience, identify areas for improvement, and ultimately, build stronger relationships. But in today’s data-driven world, navigating the vast amount of customer feedback can be overwhelming.

AI 59

AI Customer Feedback 59

Customer Think

FEBRUARY 28, 2024

As you know, I am very interested in how organizations are using business applications, which problems they do address, and how they review their success. In a next instance of these customer interviews, I had the opportunity to talk with Melissa Gordon, Executive Vice President, Enterprise Solutions at Tidal Basin about their journey with Zoho.

Technology 59

Technology Technology 59

Gainsight

FEBRUARY 28, 2024

Imagine a warm October day in the bustling streets of New York, where four remarkable women stride down Fifth Avenue, laughter echoing in their wake. Their camaraderie seems seasoned, yet they’ve just met. What unites them? Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction.

Innovation 52

Innovation Technology Technology Customer Retention 52

SurveySensum

FEBRUARY 28, 2024

Do you crave honest feedback in your employee surveys? Or seeking higher response rates? Do you want to uncover the real issues your employees are facing? – Anonymous surveys are the answer! They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience.

Start-ups 52

Start-ups Construction Social Media Actionable Insights 52

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Retail

Gainsight

FEBRUARY 28, 2024

This year more than ever, SaaS organizations are tasked with doing more with less, especially when it comes to parts of the business responsible for driving customer outcomes. From Customer Success Managers (CSMs) to Community Managers (CMs) and Customer Education teams, everyone is feeling the pressure to protect Net Revenue Retention (NRR) and drive business growth through expansion.

Engineering 52

Engineering Innovation Education Customer Feedback 52

Customer Think

FEBRUARY 28, 2024

In Mary Shelley’s pioneering 1818 Gothic horror novel Frankenstein, a mad scientist assembles a monster from human remains, animating life into it with a surge of electricity. The miserable monster eventually busts out and causes widespread mayhem and destruction. The financial, retail, and loan worlds have a Frankenstein of their own: synthetic identity fraud.

Retail 45

Retail Technology Technology 45

Help Scout

FEBRUARY 28, 2024

Learn the basics about knowledge management and some practical tips to start building your own system.

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45

Customer Think

FEBRUARY 28, 2024

Imagine that an activity you’ve always loved, like cooking or hiking, suddenly turns you off. Now picture nearly one in 10 people experiencing the same change. How could that alter our culture? This is how appetite-suppressing drugs such as Ozempic and Mounjaro can work on their users, in part.

Gaming 45

Gaming CX Innovation Customer Loyalty 45

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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.

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