Callminer
MARCH 19, 2024
2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.
Customer Think
MARCH 19, 2024
The role of CCO has historically been viewed as a bridge between the customer and the business, primarily focusing on customer service and corporate feedback. However, the digital revolution and subsequent acceleration of consumer expectations have expanded the CCO’s role to include not just customer service but also experience (CX), loyalty, and long-term engagement strategies.
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Experience Investigators
MARCH 19, 2024
Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.
Customer Think
MARCH 19, 2024
One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI.
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.
Zonka Feedback
MARCH 19, 2024
In today's customer-centric business world, understanding your audience is crucial. However, traditional feedback methods can be time-consuming and disconnected from your existing workflows. Enter Salesforce surveys: a powerful solution that lets you gather valuable customer insights directly within your CRM platform.
Customer Think
MARCH 19, 2024
Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. Amid this chaos, one of your agents, Alex, approaches you with a look of trepidation.
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
MARCH 19, 2024
Top marketers understand the power of exceptional customer experience (CX). Progressive organizations prioritize a systematic approach, investing in core CX competencies that deliver sustainable value for all stakeholders – customers, the business, and employees. Companies that embrace a customer-centric approach start by deeply understanding customer needs and perceptions.
Lightico
MARCH 19, 2024
The UK car finance industry is currently facing a significant challenge as the Financial Conduct Authority (FCA) investigates past lending practices. The investigation centers on the use of “discretionary commission arrangements,” a practice where sales personnel received higher commissions for car loans with higher interest rates. While banned in 2021, the FCA is reviewing loans dating back to 2007 , raising concerns for banks and potentially impacting millions of consumers.
Customer Think
MARCH 19, 2024
In today’s online retail landscape, success can sometimes arrive like a lightning bolt, catching even the most seemingly prepared off guard. Picture this: a small apparel retailer suddenly finds itself thrust into the spotlight overnight. How? A single TikTok video featuring one of its products goes viral, catapulting sales to an unprecedented 1000% surge.
SurveySensum
MARCH 19, 2024
Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? So, naturally, you give one-word answers just to get it over with.
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.
Customer Think
MARCH 19, 2024
Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was the recently released State of Contact Centres 2024: Part 1 – Trends report from Puzzel, a leading European CCaaS player, which surveyed 750 contact centre leaders from various organizations across Europe.
Help Scout
MARCH 19, 2024
It’s time to shift the customer service paradigm again, from “The customer is always right” to “The customer always deserves to be helped.
Customer Think
MARCH 19, 2024
Lead to cash Source to pay Customer service request management requiring a truck roll Asset warranty and subscription management What do all the above processes have in common?
Customer Think
MARCH 19, 2024
Pundits have compared the current wave of tech industry layoffs to the dot com bust of the early 2000s, but the fact of the matter is that far more people have been impacted by them than nearly any other downturn. The sheer size of the tech industry in today’s world is staggering.
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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
MARCH 19, 2024
Data is like oxygen for go-to-market teams. It’s a vital necessity for attracting, nurturing, and converting leads into customers, and not having it can cost your business big time. Research estimates a total of $142B in revenue was lost last year due to marketers inadvertently optimizing campaigns for fake audiences, stemming from poor data.
Customer Think
MARCH 19, 2024
Yext expands service and support portfolio to accelerate customer results
Customer Think
MARCH 19, 2024
Tech stacks are large. The empirical stack data we recently shared from Zylo, a leading SaaS management platform, showed that even after a year of belt-tightening, the average SMB (500 employees or less) still has 162 SaaS apps. Mid-market companies (500 to 2,500 employees) have 245. And large enterprises have 650.
Customer Think
MARCH 19, 2024
In this 4:41 video, Ryan Thomas discusses the importance of teamwork and collaboration in driving business success. He highlights the significance of being a partner rather than just a customer vendor. He emphasizes the need for leaders to embrace the power of teamwork to provide the best solutions for customers.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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