Adrian Swinscoe
OCTOBER 31, 2023
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.
Experience Investigators
OCTOBER 31, 2023
Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.
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Adrian Swinscoe
OCTOBER 31, 2023
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 31, 2023
Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis.
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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.
Comm100
OCTOBER 31, 2023
While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.
Lumoa
OCTOBER 31, 2023
Lumoa Product News for October 2023 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! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
cxservice360
OCTOBER 31, 2023
In today’s rapidly evolving business landscape, where customer demands and preferences are constantly changing, the power of personalization, especially in E-commerce Customer Service, cannot be The post Power of Personalization – Enhancing CX and Revenue appeared first on CXService360.
Customer Think
OCTOBER 31, 2023
A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand?
InteractionMetrics
OCTOBER 31, 2023
What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely. At Interaction Metrics, our mission is to collect science-based facts, so I can’t understand why any organization would seek to game its surveys.
Customer Think
OCTOBER 31, 2023
Source: Canva for free You want your emails to succeed, but if nobody sees them, how can they get engagement? A dwindling email deliverability percentage means your email campaigns will flounder. Conversely, enhanced email deliverability means a higher chance of your emails achieving what you envision. Business emails can have various objectives and goals.
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
Zendesk
OCTOBER 31, 2023
In the year since generative AI became widely available, the world has changed enormously. As of February, ChatGPT set the record for the fastest-growing user base. Once a novelty, generative AI is now part of the baseline of different technologies. Even beyond technology, generative AI is asserting itself in finance, pharmaceuticals, and art. With generative AI, there’s a strong sense of uncharted territory for how it can be used.
Customer Think
OCTOBER 31, 2023
In a world driven by digital transformation, understanding various online sales channels’ intricacies becomes imperative for businesses aiming for comprehensive growth and customer reach. E-commerce, M-commerce, and Multi-Channel sales stand as pillars in the realm of digital commerce, each with its unique attributes and operational mechanisms.
Zendesk
OCTOBER 31, 2023
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Interactive Messaging Templates Interactive Messaging Templates (Support) (Paid) enables the creation and management of ‘Messaging Templates’ that allow agents to harness the power of these tools in messaging conversations at the press of a button.
SurveySensum
OCTOBER 31, 2023
Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? If your answer is yes, then my friend you are doing it wrong. Because these two terms hold distinct meanings and should not be used interchangeably. This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Customer Think
OCTOBER 31, 2023
One of the biggest challenges faced by businesses today is offering their customers seamless experiences. Offering a better customer experience not only makes you stand out from alternative solutions in your respective industry but also helps you acknowledge higher retention.
MyCustomer Experience
OCTOBER 31, 2023
Let’s face it: The last few years have been a mixed bag for customer experience (CX) leaders. Consumer ratings of brands hit a high in 2021.
Customer Think
OCTOBER 31, 2023
I’m not very useful in the kitchen until it’s time for cleanup. While I’m a grill master outdoors, meals that involve recipes, seasoning, marinating, flavoring, fry pans, sauce pans, stove tops or ovens are a challenge. On the bright side, I do know how to use the microwave oven!
Customer Think
OCTOBER 31, 2023
Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication to accomplish successfully. It sounds like a lot, doesn’t it?
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Think
OCTOBER 31, 2023
How do we manage change in our organizations? Not very well, apparently. According to statistics, the success rate for many planned change implementations is low: 37 percent for Total Quality Management; 30 percent for Reengineering and Business Process Reengineering, and a whopping 3% for some software implementations.
Customer Think
OCTOBER 31, 2023
Retailers everywhere are in the trenches of the most important quarter of the year. As holiday shopping kicks into high gear and consumer spending surges, retailers are hard at work to capture consumer spending.
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