Inside Customer Service
MAY 9, 2024
The feedback session was going poorly. A quality assurance analyst was reviewing a contact center agent's calls. The agent was upset about her quality score. The agent bristled at receiving zero points for friendliness. The analyst pointed out that the agent sounded disinterested. Irritated at times. There was no warmth in her approach. "Well, that's friendly for me," was the retort.
eglobalis
MAY 27, 2024
A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.
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ECXO
MAY 19, 2024
Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Like all the best CXers, she’s happy to share it all in conversation with ECXO podcast host Christopher Brooks.
Adrian Swinscoe
MAY 1, 2024
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
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.
Callminer
MAY 8, 2024
Forrester Research has named CallMiner a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report.
Futurelab
MAY 17, 2024
#NoBullshitCX #20yearsFuturelab “Take. Small. Steps.” I have promised to share some worst practice stories here as well. Here you go: a “Death by PowerPoint” presentation to international management of a global payment organization. I was supposed to talk about CX topics in general, and Voice of the Customer specifically. I was so enthusiastic about the topic, I threw the whole encyclopaedia at them: 150 slides in one-and-a-half hours.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
eglobalis
MAY 20, 2024
This article provides a step-by-step guide to establishing an EX program tailored to your company’s unique culture and workforce. We will explore fundamental principles, common pitfalls to avoid, and share real-life examples from industry leaders. By examining how companies like Google, Salesforce, and Toyota have successfully implemented their EX programs, you will gain valuable insights into creating a strategic EX design that aligns with your organizational goals and values. Additionally, we
ECXO
MAY 27, 2024
bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes. While AI has infiltrated many aspects of enterprise software—from automating mundane tasks to delivering advanced data insights—it hasn’t fully integrated
Adrian Swinscoe
MAY 30, 2024
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.
Customer Think
MAY 27, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Source article: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.
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
Futurelab
MAY 15, 2024
#NoBullshitCX #20yearsFuturelab “Ask your customers.” Customer innovation geeks (me included) like to tell “rags to riches” stories about how companies reinvented themselves based on a brilliant insight or a truly creative approach. But I would still argue that the biggest customer impact can be made by changing something mundane and familiar, often barely visible on the outside.
Bill Quiseng
MAY 13, 2024
Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.
eglobalis
MAY 12, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.
ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.
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.
Adrian Swinscoe
MAY 8, 2024
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.
Customer Think
MAY 2, 2024
Article source: [link] Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.
Futurelab
MAY 3, 2024
#NoBullshitCX #20yearsFuturelab “See the bigger picture.” Remember last week’s column on the outsider’s perspective? Here is another story about it from our work for the contact center of a car manufacturer. We reviewed their overall CX strategy (more on this topic later) and looked at the way they operated–from a customer perspective. Knowing how often companies run on the“we always did it this way” principle, I asked as many “stupid questions” as I could.
cxservice360
MAY 21, 2024
Across all industries, artificial intelligence is completely changing how businesses operate. From generative AI and chatbots to using AI to boost profit, artificial intelligence (AI) The post How AI Is Changing CX – 12 Statistics To Know appeared first on CXService360.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
eglobalis
MAY 1, 2024
Simplifying CX Design: What Can Companies Do to Compete with Tech Giants? - Part II The post CX Design: What Can Companies Do to Compete with Tech Giants? – Part II appeared first on Eglobalis.
ECXO
MAY 20, 2024
posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. Now we will explore how customer segmentation is an absolute game-changer for any customer success team!
Adrian Swinscoe
MAY 28, 2024
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.
Customer Think
MAY 2, 2024
In the ever-evolving realm of digital marketing, social media continues to reign supreme as a powerhouse platform for engaging with audiences, building brand presence, and driving business growth. As we navigate through 2024, staying ahead of the curve requires a keen understanding of emerging trends, strategic insights, and innovative tactics.
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
Futurelab
MAY 31, 2024
#NoBullshitCX #20yearsFuturelab “Do not aggregate scores.” I recently told a story about a large B2B company that hired a team of “translators”to help interpret feedback results into tangible actions. The same colleague taught me how important it is to look beyond the metrics. When setting up or calibrating Voice of the Customer programmes, we always advise against aggregating various metrics into one, or creating a combo score based on several touch points.
CX Network
MAY 3, 2024
Join the CX Retail Exchange to be a part of the next wave of retail excellence, and to define what customer experience holds “in store” as the constantly online customer decides which brands they will.
Execs In The Know
MAY 1, 2024
It’s May, Mental Health Awareness Month, so just checking in… “How are you doing?” This is a time to raise awareness about mental health’s impact on a person’s overall well-being. Amid daily life and the ongoing stressors from global events, prioritizing mental health is more crucial than ever. In fact, according to Calm’s 2024 Voice of the Workplace Report, there’s a lot of work to be done: a staggering 69% of survey respondents said their mental health stayed the same or got worse in the
ECXO
MAY 29, 2024
The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Adrian Swinscoe
MAY 20, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
Customer Think
MAY 9, 2024
There’s a universal truth the world over — bad experiences turn customers away. But the rate of churn after a disappointing encounter isn’t equal across the globe. Customers in some regions are less forgiving after a poor interaction.
Totango
MAY 17, 2024
Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.
Beyond Philosophy
MAY 31, 2024
This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
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