Adrian Swinscoe
MAY 24, 2023
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be done and a delicate balance first appeared on Adrian Swinscoe.
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
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Inside Customer Service
MAY 25, 2023
If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.
eglobalis
MAY 31, 2023
Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans 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
MAY 15, 2023
Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t worry – it’s never too late to join the party. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech? The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
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
MAY 23, 2023
Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.
Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.
eglobalis
MAY 9, 2023
Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.
ECXO
MAY 16, 2023
What is a Customer Data Platform? The CDP Institute defines a customer data platform as “packaged software that creates a persistent, unified customer database that is accessible to other systems.” CDPs originally had four simple characteristics: ingest data from multiple sources; manage identities; segment audiences, and provision data to other systems.
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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.
Beyond Philosophy
MAY 11, 2023
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.
Adrian Swinscoe
MAY 30, 2023
Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada first appeared on Adrian Swinscoe.
Callminer
MAY 15, 2023
From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.
Customer Think
MAY 8, 2023
The era has turned digital. So, enterprises around the globe are using digital transformation to drive business success. With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience.
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.
Bill Quiseng
MAY 24, 2023
A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.
ECXO
MAY 25, 2023
Formato Convencional(26) We are thrilled to extend an invitation to our upcoming event with only six days to go, subscribe on ZOOM to ensure your seat: [link] The European Customer Experience Organization (ECXO) is excited to announce our upcoming practical webinar for CX leaders on Designing and Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson , Head of VOC at Amdocs.
Beyond Philosophy
MAY 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.
Adrian Swinscoe
MAY 19, 2023
Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today […] The post There’s no point having a fast bike, if you don’t know how to ride it – Interview with Jerry Haywood of Boost.ai first appeared on Adrian Swinscoe.
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.
Callminer
MAY 5, 2023
Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.
Customer Think
MAY 22, 2023
If you put what’s important to them ahead of what you think is important for your business, and allow your imagination to take over, customers will begin to drive your business and ultimately, if you let them, drive your success.
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
ClearAction
MAY 25, 2023
Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.
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
Bill Quiseng
MAY 31, 2023
Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
Adrian Swinscoe
MAY 11, 2023
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 PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Callminer
MAY 29, 2023
Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.
Customer Think
MAY 25, 2023
Image source: Canva for free It’s no coincidence that the more knowledgeable you are about email marketing strategies, the better your results are. Below I’ll share some easy ways you can make your emails better. Sometimes, the smallest tweaks can get you spectacular results.
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
MAY 16, 2023
As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.
Totango
MAY 17, 2023
Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.
Adrian Swinscoe
MAY 9, 2023
This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.
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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