Mon.Mar 04, 2024

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Celebrating International Women’s Day at the European CX Organization.

ECXO

At the European Customer Experience Organization (ECXO) , we firmly believe that International Women’s Day on March 8th is significant and essential for acknowledging and celebrating the invaluable contributions of women across all spheres of life. ECXO celebrates the International Women’s Day on March 8th come and join us: [link] We are launching a yearly recognition program to honor outstanding women making significant contributions globally and are connected, in one way or another

CX 156
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IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work?

Adrian Swinscoe

This is a guest post by Caroline Gleeson, CEO at Occupop. During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? first appeared on Adrian Swinscoe.

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Next Gen B2B customer data platforms: Birth of a 4-fold customer view

Customer Think

In recent years, the landscape of business-to-business (B2B) technology has undergone a significant transformation. Traditional models of selling software and services have given way to subscription-based models, where customers pay on a recurring basis for access to products and ongoing support.

B2B 72
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Retail Strategy: Experience, Experience, Experience

The DiJulius Group

The post Retail Strategy: Experience, Experience, Experience appeared first on The DiJulius Group.

Retail 88
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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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Using Gamification to Drive Employee Engagement

Customer Think

Employee engagement and customer satisfaction are intrinsically linked to the success of any business. Engaged employees who are motivated, committed, and dedicated play a crucial role in creating positive experiences for customers.

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Navigating turbulent waters: The rise of Arc in the aftermath of Silicon Valley Bank’s collapse

Zendesk

In this episode of Sit Down Startup, get to know Donald Muir, the creator and driving force behind Arc , a digital bank crafted for the tech-savvy crowd. Muir, along with his co-founders Nick Lombardo and Raven Jiang, started Arc while they were attending Stanford Business School. Within two years of launching their business, the tech landscape was shaken when Silicon Valley Bank collapsed.

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Cultivating Confident Customer Service Teams with AI Simulation

Doing CX Right

Learn proven strategies to boost your workforce confidence and customer success by leveraging the power of AI simulation. Read Stacy Sherman's new article now. The post Cultivating Confident Customer Service Teams with AI Simulation appeared first on Doing CX Right.

AI 52
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Turning A Bad Service Experience into a Positive Opportunity to Build Loyal for Your Brand

Customer Think

Imagine your representatives shipping the wrong package or mishandling a customer complaint. These common mistakes can happen within every organization, yet their repercussions are detrimental to customer loyalty and lifetime value.

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Embracing change, the customer service way

Intercom

The impossible is now possible, or at least imaginable, with AI. That’s what we regularly tell the leaders of the customer service teams using Intercom. For example, last year at Intercom we were aiming for an 8% resolution rate for our chatbots, and thought that it was a solid goal. Now our new target is 40% – a fivefold increase in a year! Before, we would scarcely have believed that was achievable.

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The Power of Anonymous Employee Feedback: A Comprehensive Guide

SurveySensum

Your company is going under a management shift. The leadership is implementing various changes, from adjusting team structures to redefining reporting lines. Recognizing its potential impact on your employee experience and productivity, they decide to launch an employee feedback survey, urging open and honest communication. However, a sense of apprehension lingered amongst the team fearing potential repercussions or bias.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Opportunity Blindness – What’s in Your Sales Pipeline?

Customer Think

What’s in your pipeline? Are the opportunities made of gold bullions or lumps of coal? Or both? This week, my team had two reactions to a client’s pipeline report. We looked at the sheer amount of data and said, “Wow, that’s a lot of information!

Sales 53
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Response Time: Vol. 23

Intercom

You satisfy your customers, but can you satisfy our curiosity? With Crystal Stephens, Head of Customer Experience at Atlas. Please tell us a little bit about your company and what you do there. Atlas is an innovative payroll credit card company that opens up access to credit for a wide range of individuals. We uniquely integrate the benefits of traditional banking with the flexibility and rewards of a credit card.

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The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX

Customer Think

Podcast Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX.

CX 45