Adrian Swinscoe
OCTOBER 2, 2024
I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.
The DiJulius Group
OCTOBER 2, 2024
Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.
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Adrian Swinscoe
OCTOBER 2, 2024
Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.
The DiJulius Group
OCTOBER 2, 2024
Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.
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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.
Adrian Swinscoe
OCTOBER 2, 2024
This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.
Gainsight
OCTOBER 2, 2024
Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Experience Investigators
OCTOBER 2, 2024
No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor
Adrian Swinscoe
OCTOBER 2, 2024
Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 2, 2024
Enabling sales, sales engineering, and customer success teams to operate with greater independence
Adrian Swinscoe
OCTOBER 2, 2024
Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI […] The post Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink first appeared on Adrian Swinscoe.
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
OCTOBER 2, 2024
New Team Forecasting and Scheduling Tools to Improve Customer and Agent Experiences
Adrian Swinscoe
OCTOBER 2, 2024
Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 2, 2024
Suite of marketing services helps financial organizations establish brand awareness, acquire new customers, and drive revenue
Adrian Swinscoe
OCTOBER 2, 2024
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
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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.
The DiJulius Group
OCTOBER 2, 2024
Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.
Adrian Swinscoe
OCTOBER 2, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe.
Gainsight
OCTOBER 2, 2024
Hey there, expansion enthusiasts! If you’re on the front lines of securing revenue, then you know that spotting opportunities for growth is like finding hidden treasures. At Gainsight, we’re thrilled to unveil our latest State of Customer Expansion report —a roadmap that’s tailor-made for teams that are all about growing revenue. Our biggest takeaway?
Adrian Swinscoe
OCTOBER 2, 2024
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.
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
Hodusoft
OCTOBER 2, 2024
AI in Healthcare: A Comprehensive Guide on How AI Can Revolutionize Patient Care “Al has the potential to markedly improve productivity, efficiency, workflow, accuracy, and speed, both for physicians and for patients. What I’m most excited about is using the future to bring back the past—to restore the care in healthcare.” The quote by noted cardiologist and author Dr.
Adrian Swinscoe
OCTOBER 2, 2024
This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses can adopt AI to connect successfully with Gen Z first appeared on Adrian Swinscoe.
SurveySensum
OCTOBER 2, 2024
Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. With an ever-growing lineup of tech tools—each with its own acronym—it’s easy to get lost in the sea of customer management solutions.
Adrian Swinscoe
OCTOBER 2, 2024
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.
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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.
Adrian Swinscoe
OCTOBER 2, 2024
Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe.
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