Customer Think
AUGUST 30, 2023
Our focus in B2B is on how we design experiences that plug into positive emotions to build credibility, trust, loyalty and high lifetime value. We’ve known for years that emotion has an out-sized influence on buying decisions and customer relationships. It’s storytelling that brings out the emotions that motivates a customer. Rationality matters.
Inside Customer Service
AUGUST 10, 2023
You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.
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Adrian Swinscoe
AUGUST 14, 2023
I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe.
eglobalis
AUGUST 8, 2023
How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.
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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.
Callminer
AUGUST 4, 2023
CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.
ECXO
AUGUST 29, 2023
Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Dire
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Retently
AUGUST 23, 2023
Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.
Adrian Swinscoe
AUGUST 22, 2023
This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade first appeared on Adrian Swinscoe.
eglobalis
AUGUST 1, 2023
How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.
Callminer
AUGUST 14, 2023
Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.
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.
ECXO
AUGUST 9, 2023
This article was originally posted at [link]. Professional services (PS) and consulting is critical to client experience. But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar.
Bill Quiseng
AUGUST 2, 2023
English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!
Retently
AUGUST 3, 2023
“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. Customers no longer pick brands for individual products or services; instead, they choose the business that delivers the best experiences.
Adrian Swinscoe
AUGUST 4, 2023
This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe.
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.
eglobalis
AUGUST 16, 2023
Experience management – why your EX is the stress test for your CX The post Experience management – why your EX is the stress test for your CX appeared first on Eglobalis.
Callminer
AUGUST 30, 2023
Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.
ECXO
AUGUST 2, 2023
With the cost-of-living crisis continuing and the UK now in a recession, industries have to acclimatise to shifting market trends and consumer behaviour to maintain revenue and hit sales targets. The telecommunications industry is susceptible to consumers’ different priorities in times of economic hardship – many consumers will stick with the handset they already have or shop around for a cheaper deal elsewhere, even if the monthly pay package offers less data or perks.
Customer Think
AUGUST 30, 2023
One thing that every customer experience leader should stop doing right now--plus four honorable mentions. CX pros: What is your top thing to stop doing?
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
C3Centricity
AUGUST 31, 2023
Introduction: [Capture the reader’s attention by highlighting the significance of exceptional customer service in today’s competitive business landscape. Emphasize how going the […] The post Going the Extra Mile: Delivering Exceptional Customer Service first appeared on c3centricity.
Adrian Swinscoe
AUGUST 25, 2023
Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega first appeared on Adrian Swinscoe.
Help Scout
AUGUST 22, 2023
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
Callminer
AUGUST 27, 2023
An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.
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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.
ECXO
AUGUST 15, 2023
You’ve probably heard of digital twins and may be wondering, what is a digital twin and is it applicable to marketing? The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control. As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement.
Customer Think
AUGUST 30, 2023
Introduction to the Call Abandonment and Misrouting Problem We’ve all been there — stuck on a phone call with an automated service, unable to reach the right department, or worse, giving up on the call out of sheer frustration. According to a recent joint study by Teneo.
C3Centricity
AUGUST 29, 2023
In an era where customer expectations are rapidly evolving, businesses have finally recognised the importance of adopting a customer-first strategy. However, despite […] The post Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy first appeared on c3centricity.
Adrian Swinscoe
AUGUST 19, 2023
Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […] The post Revisiting the Big Ass Fans story and what happened next – Interview with Carey Smith of Unorthodox Ventures first appeared on Adrian Swinscoe.
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.
Help Scout
AUGUST 22, 2023
The best customer service tips can only come from world-class teams. Here are 16 tips for delighting your customers.
Callminer
AUGUST 15, 2023
Forrester Research has named CallMiner the Leader in The Forrester Wave™: Conversation Intelligence for Customer Service, Q3 2023 report, receiving top scores in current offering and strategy.
ECXO
AUGUST 30, 2023
Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. We asked Harvard Business Review Analytic Services to survey more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.
CX Network
AUGUST 29, 2023
CX Network explores the rising trend of virtual influencers and how this is changing the way brands interact with consumers
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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.
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