October, 2024

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.

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The Critical Nature of Customer Experience in Medical Devices: Why Near Perfection is the Only Option

ECXO

The Critical Nature of Customer Experience in Medical Devices: Why Perfection is the Only Option In the medical devices industry, encompassing leaders like Medtronic, Abbott, Johnson & Johnson, and innovative players like Tandem, maintaining a flawless customer experience is not just a priority—it’s a necessity. Unlike other industries, where a lapse in service may cause inconvenience, in healthcare, it can mean the difference between life and death.

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10 ways to transform your enterprise with conversation intelligence

Callminer

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth. Read this blog to learn more.

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How to become a customer service trainer

Inside Customer Service

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.

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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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The big list of little things that destroy your customer experience (reprise)

Adrian Swinscoe

I shared this quote on Instagram the other day… View this post on Instagram A post shared by Adrian Swinscoe (@punk_cx) and it reminded […] The post The big list of little things that destroy your customer experience (reprise) first appeared on Adrian Swinscoe.

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The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience.

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.

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The Thrilling Journey of a Customer Experience Leader: The 10+1 list

ECXO

The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.

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Beyond the Inbox: How AI Enhances Email Marketing’s Relevance and Impact

Customer Think

Despite the emergence of many new and exciting consumer-facing channels over the years, email still sits at the top of the channel food chain for marketers. And while not the most dynamic concept, email marketing – when done right – still has the proven ability to make an impact.

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Beyond Satisfaction: Redefining Loyalty in the Age of the Customer

Execs In The Know

How is your brand redefining loyalty in the age of the customer? The pursuit of customer loyalty has become a holy grail for businesses across industries. We pour resources into satisfaction surveys, loyalty programs, and elaborate customer journey maps designed to exceed expectations, hoping to secure that coveted repeat customer. Why Loyalty Matters: The ROI of Loyalty Investing in emotional connection and building genuine loyalty pays dividends.

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Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA

Adrian Swinscoe

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation […] The post Basketball, false hustle and metrics that matter – Interview with Thomas Laird of Expivia/OttoQA first appeared on Adrian Swinscoe.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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Unlocking Customer Loyalty and Trust with Supply Chain and Brand Transparency

C3Centricity

As consumers become more informed and discerning, the demand for brand transparency is intensifying, especially in the Consumer Packaged Goods (CPG) industry. People want to understand where their products come from, how they are made, and whether the practices behind them align with their personal values. This shift is pushing CPG companies to rethink how they manage and communicate their supply chains, transforming brand transparency into a strategic imperative.

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AI in the Workplace: Transforming Customer and Employee Experience

eglobalis

As organizations aim to boost productivity, engagement and overall satisfaction, AI technologies are becoming essential tools The Gist AI boosts productivity. AI tools enable faster, more efficient service delivery, enhancing employee satisfaction and customer experience. Faster hiring process. Leveraging AI cuts recruitment time by half, ensuring quicker staffing with quality candidates for better service continuity.

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How Customer Success Metrics Are Reshaping the Subscription Economy

ECXO

The image was created by DALL·E, and all rights are reserved by ECXO.org. How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention.

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Great Tips on How to Run a Successful Workshop and Motivate Your Audience

Beyond Philosophy

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they’re ready to engage.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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177: Becoming, and Excelling as, a CXO with Debi Bush

The DiJulius Group

Becoming, and Excelling as, a CXO In this episode, John talks with Debi Bush, Customer Experience Officer (CXO) at Technology Marketing Toolkit (TMT). Debi has revolutionized the experience TMT delivers to their members. Debi is a distinguished graduate of the Customer Experience Executive Academy (class 2022). She has not only helped take TMT to. Read Full Article The post 177: Becoming, and Excelling as, a CXO with Debi Bush appeared first on The DiJulius Group.

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Addressing the aging workforce crisis in field service management

Adrian Swinscoe

Recently, I spoke to Shahar Chen, co-founder and CEO of Aquant, a field service management software provider, about some new research they had just published. One […] The post Addressing the aging workforce crisis in field service management first appeared on Adrian Swinscoe.

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Excellence: The Challenge is Consistency Not Repetition #CX #Leadership

Kate Nasser

Excellence in sales, service, leadership, & teamwork requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. The post Excellence: The Challenge is Consistency Not Repetition #CX #Leadership appeared first on KateNasser.com.

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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Customer Service + AI = Customer Success 3.0

ECXO

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences. customer support has become a critical differentiator for organizations across industries.

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My House Was Recently Flooded! This Taught Me How to Treat Customers in Distress

Beyond Philosophy

Hurricane Debbie dumped 17 inches of water in Colin’s home. It was a traumatic experience, from wading through the murky water to the neighbor’s house—hoping not to encounter the alligators that usually hang out nearby—to watching a team of 12 recovery professionals sweeping through and gutting what remained inside after the water subsided. The experience has been emotionally draining, especially since they didn’t have flood insurance, making the cost of repairs overwhelming.

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GREAT Service is GREAT Theater. Don’t be just good. Be GREAT out there out there!

Bill Quiseng

In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.

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The five promises of personalization – Interview with Mark Abraham and David Edelman

Adrian Swinscoe

Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.

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7 Essential Criteria for Choosing the Right Payments Partner

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

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How to Align Customer Service and Experience to Drive Lasting Business Growth

Experience Investigators

When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio

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Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead

eglobalis

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

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Reflections on The Matrix: A Journey into the Depths of Customer Experience

ECXO

Reflections on The Matrix: A Journey into the Depths of Customer Experience The Matrix, a groundbreaking film sequence first released in 1999, has captivated audiences with its thought-provoking narrative, stunning visuals, and philosophical undertones. Beyond its surface-level action and sci-fi elements lies a profound commentary on perception, reality, and choice.

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What all World-Class Customer Experience Brands Have in Common

The DiJulius Group

Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.

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Discover The Secret of How to Gain Actionable Customer Insights

Beyond Philosophy

Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.

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The ‘Always On’ culture: 5 ways businesses can mitigate the impact

Adrian Swinscoe

This is a guest post by David Banaghan who is the Interim CEO at Occupop. The CIPD’s 23rd annual Health and Wellbeing at Work report will […] The post The ‘Always On’ culture: 5 ways businesses can mitigate the impact first appeared on Adrian Swinscoe.

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Product News – August 2024

Lumoa

content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

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Pioneer innovator spotlight: How Lightspeed achieves up to 65% resolution rate with Fin AI Agent

Intercom

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction. Since implementing Intercom’s Fin AI Agent, the Lightspeed team has seen impressive results, such as AI resolution rates of up to 65%.

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Business Intelligence 101: How To Make The Best Solution Decision For Your Organization

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.