Inside Customer Service
SEPTEMBER 12, 2024
You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The one thing stopping you is time. You cringe at the thought of endless focus groups, exhaustive committee meetings, and months of back-and-forth. All that to create an incomprehensible word salad that nobody likes.
eglobalis
SEPTEMBER 28, 2024
Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.
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Callminer
SEPTEMBER 4, 2024
The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today's contact centers and strategies to improve it.
Adrian Swinscoe
SEPTEMBER 4, 2024
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ECXO
SEPTEMBER 30, 2024
Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations. It’s important for companies that want to give great customer service to figure out why this “war” is happening and what it means.
Retently
SEPTEMBER 3, 2024
Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.
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
SEPTEMBER 5, 2024
What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.
Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
Adrian Swinscoe
SEPTEMBER 30, 2024
Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe.
ECXO
SEPTEMBER 4, 2024
How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Think
SEPTEMBER 5, 2024
CX strategy is smarter in 2024 due to several new discoveries I talked about last year. You may have adopted these since then, or they may be new to you.
The Belding Group
SEPTEMBER 23, 2024
The Rare Mindset That Successful Leaders Share It was 25 years ago. My business partner and I were walking away from a meeting with a newly-hired mid-level manager in a mid-sized retail company. “How long,” I said, “do you suppose it will be before this guy is the CEO of a large organization?” “Five […] Shaun Belding | www.shaunbelding.
eglobalis
SEPTEMBER 16, 2024
In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.
Callminer
SEPTEMBER 16, 2024
For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. Read more in this blog.
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.
Adrian Swinscoe
SEPTEMBER 27, 2024
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.
Beyond Philosophy
SEPTEMBER 19, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
Customer Think
SEPTEMBER 11, 2024
The original article was posted on Eglobalis.com/blog: [link] What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.
CX Network
SEPTEMBER 3, 2024
Discover the five considerations CX professionals must focus on to effectively navigate the complexities of AI procurement and ensure AI is trustworthy
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
eglobalis
SEPTEMBER 19, 2024
In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.
Callminer
SEPTEMBER 9, 2024
CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive CX and overall business value.
Adrian Swinscoe
SEPTEMBER 20, 2024
This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses can adopt AI to connect successfully with Gen Z first appeared on Adrian Swinscoe.
Execs In The Know
SEPTEMBER 9, 2024
As the countdown to the Customer Response Summit (CRS) begins, it’s time to mark your calendars for an unforgettable experience in Palm Springs from September 24-26, 2024. CRS is more than just another conference—it’s where CX leaders gather to network, learn, and create connections that elevate customer experience. CRS offers opportunities to build lasting relationships and spark new ideas that could transform your approach to CX.
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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
SEPTEMBER 12, 2024
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on the nine golden rules for CX Success.
CX Network
SEPTEMBER 19, 2024
Ekaterina Mironova reflects on her journey from operations lead to CX team builder and explains how others can do the same
The DiJulius Group
SEPTEMBER 23, 2024
“Great leaders make the world a better place; they are willing to do what it takes, make the necessary sacrifices, and rally others to do the same.” The Critical Importance Our Work Plays in Our Meaning and Purpose A study of Shell Oil employees found that those who retired at 55 and lived to be. Read Full Article The post How To Motivate Today’s Workforce appeared first on The DiJulius Group.
Intercom
SEPTEMBER 25, 2024
Adopting AI-first customer support looks different for every team. Customer service leaders will experience a range of reactions, with some people on the team eager to try new things immediately, and others being a bit more apprehensive. Ensuring everyone has the right skills and mindset to make the most of what really is an extraordinary opportunity is therefore an important responsibility.
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.
Adrian Swinscoe
SEPTEMBER 16, 2024
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.
Execs In The Know
SEPTEMBER 20, 2024
Employee engagement has a direct impact on productivity, retention, and overall company success. According to Gallup, engaged employees are enthusiastic about their work, deeply involved in their roles, and feel a strong connection to their company. But engagement doesn’t just happen organically—it begins during the crucial first 90 days of employment.
Customer Think
SEPTEMBER 24, 2024
In recent years, the synergy between cloud computing and customer relationship management (CRM) has significantly reshaped how businesses engage clients and deliver services. As organizations transition more of their operations to the cloud, understanding the emerging trends is crucial for maintaining a competitive edge.
CX Network
SEPTEMBER 11, 2024
Discover why ticketing systems and in-app messaging channels have the strongest growth outlook in the Asia-Pacific region
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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