Customer Think
APRIL 7, 2023
The tide appears to be turning. In recent times, CMOs focused on innovation and growth, yet now economic uncertainty and the financial climate are making marketers take a long hard look at themselves. And when they do that, they focus on two things: the customer and revenue. As marketers, we exist for our customers.
Adrian Swinscoe
APRIL 28, 2023
This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.
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Inside Customer Service
APRIL 13, 2023
Why are customers loyal to certain companies? People buy from Amazon because is it consistently solves one problem quickly and conveniently: "I need to buy __." You can fill in the blank with nearly every product imaginable. Whatever it is, Amazon has made it as easy as possible to get it fast. Starbucks has legions of loyal customers because it offers the most convenient way to get a caffeinated coffee drink.
C3Centricity
APRIL 18, 2023
As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to pay lip service to this concept; you must make it an integral part of your company’s culture and business strategy. In this post, we will explore what customer centricity means, why it is essential, and how you, as a leader, can successfully lead a customer-first strategy adoption in your organization.
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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.
Customer Think
APRIL 11, 2023
It’s springtime, in the Northern hemisphere, and tech stacks are blooming. Zylo, a SaaS management platform that manages over 30 million SaaS licenses for its customers — more $30 billion in SaaS spend under management — just released their 2023.
eglobalis
APRIL 10, 2023
The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
APRIL 18, 2023
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving the quality of your customer service experience? first appeared on Adrian Swinscoe.
Inside Customer Service
APRIL 27, 2023
Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.
ECXO
APRIL 26, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.
The DiJulius Group
APRIL 3, 2023
At most companies, policies and processes are put in place to deal with employees who exhibit sloppy, unprofessional, or irresponsible behavior. But if you avoid or move these people out, you don’t need so many rules. If you build an organization made up of high performers, you can eliminate most controls. The denser the talent, Read Full Article The post Want Your Leaders To Be More Successful?
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
eglobalis
APRIL 18, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.
Callminer
APRIL 27, 2023
NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.
Adrian Swinscoe
APRIL 9, 2023
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, […] The post Too much data, too few skills. To achieve personalization, there is another way first appeared on Adrian Swinscoe.
Customer Think
APRIL 16, 2023
While people are hesitant to accept the likely reality that we are heading into a recession, we’re seeing higher interest rates, less venture capital funding, and widespread layoffs in the tech industry. Despite the uncertainty, there’s some good news: even if we are facing a recession, these moments are temporary.
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.
ECXO
APRIL 21, 2023
Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Emma Sutton , Kevin Scanlon , and Carlos del Corral on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.
Steven Van Belleghem
APRIL 25, 2023
The new standards I for instance thought that Spotify’s demo of its artificial intelligent DJ looked pretty impressive. An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. In other words, it allows you to have your very own personal radio DJ.
eglobalis
APRIL 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
Futurelab
APRIL 4, 2023
As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.
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
Adrian Swinscoe
APRIL 24, 2023
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.
Customer Think
APRIL 7, 2023
Creating mobile-friendly websites is more important today than it has ever been. If you’ve been putting off optimizing your company websites for mobile users, here are some of the reasons why you should make that a priority today. 1.
ECXO
APRIL 14, 2023
ECXO Executives sessions1 In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Amir Sohrabi, Emma, and Carlos on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.
C3Centricity
APRIL 16, 2023
You have narrowed your options to a couple of research paper writing service suppliers but are paper typer help you confused what you ought to expect. The greater the site offers, the greater the odds you will be chosen. Here are some key things you must search for: Time-consuming. Composing an academic research paper can be time-consuming, however well-trained the writers are or how much experience they have in producing papers that are similar.
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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.
Totango
APRIL 18, 2023
Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h
Futurelab
APRIL 4, 2023
As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. I have given many speeches, presented at least 50 webinars in 3 languages and given advice to dozens of companies around this topic. In 2020 we also dropped a first whitepaper around this. We have now published a fully revised and extended version of our whitepaper, which you can download here.
Adrian Swinscoe
APRIL 14, 2023
Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me […] The post The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate first appeared on Adrian Swinscoe.
Customer Think
APRIL 11, 2023
Our brains make it difficult, if not impossible, to fully or accurately comprehend what our Communication Partners wish to convey.
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.
ECXO
APRIL 13, 2023
Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Some have barely started or are still in the early stages of development. Others are more advanced in adopting, implementing and optimising customer-centric strategies. The reasons why some countries are accelerating at a different pace are as rich and varied as the continent.
C3Centricity
APRIL 4, 2023
Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.
The DiJulius Group
APRIL 17, 2023
Caring for your employees does not just impact their professional lives and the company’s bottom line. It is impossible to separate one’s professional life from their personal life. If an employee is miserable at their job and works in a toxic environment, their psychological well-being will be impacted. There is an inevitable spill-over effect making.
Zendesk
APRIL 26, 2023
Customer experiences aren’t meant to be one-size-fits-all. With AI, it’s now possible for businesses to personalize for a wider spectrum of human needs. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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