Adrian Swinscoe
JULY 28, 2023
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable customer experiences: Inspiring loyalty first appeared on Adrian Swinscoe.
ECXO
JULY 4, 2023
Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. It is fair to say that it has been possible for some time. Many organisations have invested in marketing platforms, for example. However, there is a niggling problem. The investment may have been made, but few marketers are really getting full satisfaction from those investments.
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Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
eglobalis
JULY 26, 2023
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design 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
Inside Customer Service
JULY 13, 2023
Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.
Bill Quiseng
JULY 5, 2023
QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
JULY 26, 2023
Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.
Callminer
JULY 7, 2023
CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.
eglobalis
JULY 13, 2023
A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.
Beyond Philosophy
JULY 13, 2023
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.
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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.
Customer Think
JULY 7, 2023
Is customer experience maturity the priority in your Chief Customer Officer Playbook? In all team sports, maturity is paramount. In rowing or crew, for example, immaturity means lack of synchronization. The lowest common denominator spells the team’s success. In fact, lack of synchronization is at the heart of any sports team’s maturity and success.
Adrian Swinscoe
JULY 10, 2023
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
ECXO
JULY 21, 2023
We are a community of leaders and organizations that are committed to working and evolving together to raise the collective customer and employee experience across Europe.
Callminer
JULY 26, 2023
Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.
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.
eglobalis
JULY 19, 2023
From here to affinity – how to build customer centricity in professional services The post From here to affinity – how to build client centricity in professional services appeared first on Eglobalis.
C3Centricity
JULY 10, 2023
As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.
Customer Think
JULY 7, 2023
Sow seeds in the community While there are many profitable business ideas and avenues to successful business growth that get greater attention, a too-often overlooked approach is that of focused community engagement.
Adrian Swinscoe
JULY 24, 2023
Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our transformation journey and unleashing the power of AI and automation – Interview with Sheila Anderson of Aflac 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.
ECXO
JULY 21, 2023
Creating Engaging Experiences in Real-Time The European Customer Experience Organization (ECXO) , in partnership with SAS , is delighted to announce and invite you to a new practical discussion: –Creating Engaging Experiences in Real-time. We are thrilled to have three incredible panelists, Robert Neuwirth , Jörg Reinnarth , Michael Obermaier , and our facilitator, Nicolette Wuring.
Callminer
JULY 19, 2023
Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.
MyCustomer Experience
JULY 4, 2023
While the world swings wildly from celebrating the achievements of AI to worrying about it taking over, it is mind-boggling that some of us.
Fonolo
JULY 5, 2023
Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business.
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
Customer Think
JULY 5, 2023
Image Source: Wikipedia Data has become the lifeblood of modern marketing. It now touches almost every aspect of the marketing function. But using the wrong data (or the right data in the wrong way) can lead to ineffective and costly de.
Adrian Swinscoe
JULY 14, 2023
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.
TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
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
MyCustomer Experience
JULY 5, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
CX Network
JULY 12, 2023
Learn how VoC analytics, AI intelligence and can make a contact center shine
Customer Think
JULY 7, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These approaches enable organizations to gain valuable insights, enhance their products/services, and deliver the exceptional experiences our customers have come to expect.
Adrian Swinscoe
JULY 5, 2023
Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union 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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