Futurelab
JULY 5, 2024
#NoBullshitCX #20yearsFuturelab “Think in value chains.” Remember last week’s tire company? During our customer journey project for them, we realised that their success heavily depended on the vast network of “indirect” customers. Like many manufacturers, they work with importers, distributors, service points, and other retail partners who ultimately deliver customer experience.
Beyond Philosophy
JULY 5, 2024
Sanjay Patel faces a challenge many of us can relate to: how to get senior executives to buy into your program. Dealing with senior management can be nerve-wracking, as I learned twenty years ago when my heart rate spiked during a presentation to the CEO and C-suite. Today, I’ve mastered strategies for these situations. In this episode, we discuss how to deal with them effectively and get what you want.
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Customer Think
JULY 5, 2024
In my work with clients, the buying process for their complex solutions takes considerable time with buying groups that involve five or more people.
CX Network
JULY 5, 2024
How to overcome executive-level resistance to your CX strategy using behavioral economics
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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.
Customer Think
JULY 5, 2024
Now that we’re midway through 2024, it’s clear that consumer expectations have continued to shift significantly. The demand for excellence and personalized experiences has never been higher, particularly among high-end customers. This demographic’s expectations have soared even more than usual, driven by a desire for unique, tailored interactions that go beyond generic services.
Customer Think
JULY 5, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
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
JULY 5, 2024
Mike Jones, writing for “The Athletic” outlines the way the Kansas City Chiefs were able to dismantle the Baltimore Ravens on the way to the Super Bowl. The Ravens, prior to this game, notes Jones, had been a very balanced team.
Customer Think
JULY 5, 2024
In today’s fast-paced digital landscape, businesses are continually seeking ways to innovate and remain competitive. One of the most transformative approaches is through no-code/low-code app development. This methodology empowers businesses to drive their IT initiatives without the need for extensive programming knowledge.
Customer Think
JULY 5, 2024
Was the Nissan Cube a good car or a bad car? Was it the dream vehicle that its designers imagined or the ugliest thing you ever laid your eyes on with four wheels? I pose a similar question about Fred. One client claims that he is their top salesperson.
Customer Think
JULY 5, 2024
Welcome to the busiest week of US summer travel. AAA predicts travel this week across airports, train stations, and roads, will reach higher than pre-pandemic levels for the first time. Nearly six million of those travelers are expected to go through US airports in the next few days.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Think
JULY 5, 2024
As campaigns and causes fight for voter, constituent and policymaker’s attention, the accuracy of an organization’s data is now more critical than ever. Data integrity affects every aspect of public affairs campaigns, from strategic and informed decision-making and campaign efficiency to constituent activation and advocate recruitment.
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