ECXO
MAY 14, 2024
The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. Gone are the days when businesses primarily categorized their operations as Business-to-Business (B2B) or Business-to-Consumer (B2C).
CX Network
MAY 14, 2024
Jeannie Walters explains five challenges that plague CX leaders and explains what you can do to overcome them
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Customer Think
MAY 14, 2024
CX Design: What Can Companies Do to Compete with Tech Giants? – Part II Medium and small players entering markets dominated by giants like SAP, Oracle, and Salesforce face some substantial challenges, with significantly fewer resources at their disposal. However, they also have unique opportunities to differentiate themselves and capture market share.
The DiJulius Group
MAY 14, 2024
How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How
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.
Intercom
MAY 14, 2024
We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? Until now, you’ve probably spent your days: Constantly putting out fires, moving from one problem to the next. Getting easily sucked into manual tasks, trying to figure out why the backlog is growing, who’s stuck and needs help, where you can reassign tickets and how many times customers have asked the same question.
Customer Think
MAY 14, 2024
A new CCMC study of 8,500 respondents has found difficult-to-handle Covid/Supply Chain/Inflation issues have come to the fore along with more intense emotions and social media use. And, surprisingly, much higher levels of delight with some responses, especially digital.
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
MAY 14, 2024
(This Research Round-Up discusses the 2024 B2B content consumption report from NetLine Corporation. NetLine publishes this report annually, and it consistently provides a wealth of real-world insights about how business professionals actually consume marketing content.
CallCare
MAY 14, 2024
In modern business operations, outsourcing business services refers to the strategic practice of delegating specific business functions or processes to external service providers. This approach allows businesses to simplify their operations, reduce costs, and access specialised expertise that may not be available in-house. Outsourcing has become a pivotal strategy for companies aiming to remain competitive and efficient in a dynamic market.
Customer Think
MAY 14, 2024
Opens CommBox's market-leading technology to the broader customer service ecosystem
Service Quality Institute
MAY 14, 2024
Everyone makes mistakes. When you screw up and say, “I am sorry. Our mistake.” it is good customer service but NOT Service Recovery. Most organizations never admit mistakes and less than 1% practice Service Recovery. Keeping customers is critical to your growth. Gaining a new customer is expensive. When you lose one it is super expensive.
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.
Experience Investigators
MAY 14, 2024
Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu
SurveySensum
MAY 14, 2024
Is your database the powerhouse of your business operations? It ought to be. With data at its core, a robust monitoring system is not just beneficial—it’s imperative. As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. Database monitoring must go beyond basic functionalities.
ClearAction
MAY 14, 2024
8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.
SugarCRM
MAY 14, 2024
You might think that marketing and sales alignment only applies to lead generation. You might think that passing nurtured leads from the marketing department to the sales department is the only time these two groups interact. You might think that one department can be successful while maintaining independence from the other. But times have changed.
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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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