Futurelab
JUNE 14, 2024
#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all had a great day of workshops, presentations, and networking. The topics covered anything from customer metrics to AI. For the evening, we all went to a nice restaurant nearby the conference venue.
Beyond Philosophy
JUNE 14, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.
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Help Scout
JUNE 14, 2024
While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.
Customer Think
JUNE 14, 2024
In recent years, a transformative wave has been sweeping through the financial industry, reshaping landscapes and redefining traditional business strategies. This phenomenon, known as embedded finance, is not merely a buzzword but a profound shift that holds the potential to revolutionize how businesses operate and interact with financial services.
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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.
The Customer Service Blog
JUNE 14, 2024
Ticket sales have just opened for the Institute of Customer Service Annual Conference 2025, which takes place on 4th March 2025 at the London Hilton Hotel on Park Lane This year, the theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. This year’s event will be chaired by well-known TV presenter Amol Rajan, and it promises to be an inspiring experience, featuring a stellar speaker l
Customer Think
JUNE 14, 2024
VTOLs (vertical take-off and landing vehicles) are projected to hit mature industry status in 2035 (Aviation International News). In just over ten years, the entire aviation ecosystem will be radically different than it is today in terms of utilization, opportunity, and customer expectations.
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
JUNE 14, 2024
My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.
Customer Think
JUNE 14, 2024
As I sat down to continue my series on selling to the C-suite, I challenged myself to identify a gap that both senior executives and new salespeople share. Now, you might think I racked my brain for hours staring down a blank Word document.
Customer Think
JUNE 14, 2024
The rise of AI-powered solutions has sparked concerns about widespread job displacement, and nearly every industry has felt its impact. The customer service sector offers a glimpse into this future, as chatbots increasingly handle a variety of inquiries.
Customer Think
JUNE 14, 2024
The business world is practically swimming in an abundance of data, all of which is generated from every interaction, transaction, customer touchpoint, etc. This has led to the creation of a massive pool of information — one that is continuously growing.
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
JUNE 14, 2024
Credit:Unsplash+ Customer Relationship Management (CRM) systems have dramatically transformed over the years. From the early days of handwritten notes and Rolodexes to the sophisticated AI-driven solutions we see today, CRM has become an indispensable tool for businesses of all sizes.
Customer Think
JUNE 14, 2024
Digital transformation is more than just a buzzword; it’s a fundamental shift in how organizations leverage technology to improve business processes, deliver value to customers, and stay competitive in a rapidly evolving digital landscape. The journey to digital transformation can be complex, but with a well-structured strategy, it becomes manageable and achievable.
Customer Think
JUNE 14, 2024
Source: Getty Images For the last 12 months, most that has been written or discussed about GenAI for marketing, sales, service and CX has focused on the company’s use cases and value to the company.
Customer Think
JUNE 14, 2024
Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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