Adrian Swinscoe
OCTOBER 16, 2023
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 16, 2023
At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see from my license plate!) But sometimes, it’s not a journey that you need to map.
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Adrian Swinscoe
OCTOBER 16, 2023
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 16, 2023
A happy customer comes from a good customer experience (CX). A good CX requires professional and consistent support throughout the entire customer journey. This means providing high-quality customer service (CS) both before and after the point of sale. Larger companies can devote individuals and even entire departments to sustaining elite CS.
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
DMG Consulting
OCTOBER 16, 2023
Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.
Customer Think
OCTOBER 16, 2023
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last year with the emergence of generative AI and its various use cases. (I know. “Emergence” is an understatement.) AI is probably the hottest topic in CX right now.
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
OCTOBER 16, 2023
1. Journey Mapping 2. Surveying customers (VOC) 3. Creating ROI’s 4. Hiring CX “program” managers 5. Engaging CX consultants 6. Buying technology 7. Attending CX conferences 8. Listening to CX webinars and podcasts 9. Reading the latest “how to do CX” book. 10. Tracking NPS scores No, the headline of this article isn’t a misprint.
MyCustomer Experience
OCTOBER 16, 2023
Empowering Tenant Experiences with Apps and Self-Service Portals in Housing Associations Introduction In the realm of social housing, 16th Oct 2023 By Zaheer Gilani Account Director • UKI SALES
Customer Think
OCTOBER 16, 2023
Today, you can’t just choose a single platform to engage customers. You need to leverage them all. From social media platforms like Facebook, X (Twitter), and Instagram to email marketing, there are endless opportunities for you to connect with your target audience. This is what cross-channel customer engagement is all about.
Zonka Feedback
OCTOBER 16, 2023
From being a single-product survey company for academic market research, Qualtrics transformed itself into a multi-suite organization empowering businesses to create exceptional experiences.
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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
OCTOBER 16, 2023
Let’s assume that most Starbucks Rewards members are regular coffee drinkers. How many would be willing to give up a free Grande Pumpkin Latte for a non-fungible token, or NFT? Starbucks is evidently aspiring to figure that out.
MyCustomer Experience
OCTOBER 16, 2023
Fake reviews are bad for customers and bad for business. In a worst case scenario an abundance of fake reviews can skew the marketplace.
Customer Think
OCTOBER 16, 2023
Generative AI is a long-term technology advancement that will dramatically transform how business is conducted. As it approaches the mainstream, discussions have reached a fever pitch with everyone wondering how it will impact their day-to-day lives, both positively and negatively.
CX Network
OCTOBER 16, 2023
Discover how key public sector agencies are innovating the citizen experience they offer
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Customer Think
OCTOBER 16, 2023
It’s not surprising to call a business and be greeted by an IVR system that helps us navigate to the right department or handle issues on our own through self-service options.
Help Scout
OCTOBER 16, 2023
In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.
Customer Think
OCTOBER 16, 2023
Note: Sharon Drew now has available a 5-session How of Change™ program for folks interested in brain-based, permanent behavior change. Watch the one-hour video introduction. Why does it seem so hard to change a habit or a behavior? Why do we drag our feet when buying a replacement appliance or car?
InteractionMetrics
OCTOBER 16, 2023
Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Customer Think
OCTOBER 16, 2023
Businesses of all kinds are embracing the AI revolution, and for good reason. AI technology promises to not only automate routine tasks — giving human staff more time and energy for higher-order work — but also boost productivity and performance, leading to growth and a better bottom line.
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