Inside Customer Service
JANUARY 11, 2024
Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.
Callminer
JANUARY 22, 2024
Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.
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CX Accelerator
JANUARY 14, 2024
We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.
eglobalis
JANUARY 18, 2024
Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.
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
ECXO
JANUARY 30, 2024
The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.
Adrian Swinscoe
JANUARY 18, 2024
Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
JANUARY 18, 2024
When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.
Lumoa
JANUARY 8, 2024
So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).
eglobalis
JANUARY 7, 2024
Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.
ECXO
JANUARY 16, 2024
The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.
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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.
Adrian Swinscoe
JANUARY 29, 2024
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.
The Belding Group
JANUARY 15, 2024
It can be frustrating when an employee seems be focused on doing the absolute minimum, but before pointing fingers at them, make sure they shouldn't first be pointed at you. Shaun Belding | www.shaunbelding.
Callminer
JANUARY 14, 2024
Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.
Customer Think
JANUARY 22, 2024
This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).
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.
C3Centricity
JANUARY 30, 2024
Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.
Totango
JANUARY 3, 2024
As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.
Adrian Swinscoe
JANUARY 10, 2024
This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe.
The Belding Group
JANUARY 9, 2024
For an organization to be truly customer-focused, internal customers - those colleagues who depend on us to get their jobs done - need to be treated with the same care and respect with which we show external customers. Shaun Belding | www.shaunbelding.
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.
Execs In The Know
JANUARY 31, 2024
Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!
Beyond Philosophy
JANUARY 26, 2024
This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.
C3Centricity
JANUARY 16, 2024
The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.
Totango
JANUARY 3, 2024
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to 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
Doing CX Right
JANUARY 28, 2024
Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.
CommBox
JANUARY 18, 2024
Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. The challenge in 2024? Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The biggest deterrent of AI is no longer a commitment to innovation, but rather strategic planning – or more accurately – knowing how to get started.
Execs In The Know
JANUARY 12, 2024
As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date. In this article, I’ll share four invaluable lessons we’ve learned as a business.
Beyond Philosophy
JANUARY 19, 2024
We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
C3Centricity
JANUARY 2, 2024
Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.
Totango
JANUARY 2, 2024
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.
The DiJulius Group
JANUARY 2, 2024
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.
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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