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.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
CX Network
OCTOBER 16, 2023
Discover how key public sector agencies are innovating the citizen experience they offer
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.
SurveySensum
OCTOBER 16, 2023
Congratulations! You successfully organized your event! However, do you know for sure whether it was a success or not? Post-event feedback is like a report card for your event and an inside glimpse into the minds of your audience post-event. It is critical to understand the strengths and weaknesses of the event you organized, and also what the audience liked and disliked.
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.
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
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
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.
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.
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.
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.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
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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