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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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.
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.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
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.
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
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SurveySensum
JUNE 14, 2024
Ever stumbled upon a survey question that left you scratching your head, trying to figure out how to answer it accurately? That’s likely a double barreled question, a sneaky trap that combines two distinct topics into one, making it a challenge for respondents to provide clear and reliable answers. For example, take this question- “How satisfied are you with our website and delivery experience?
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.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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