Inside Customer Service
OCTOBER 12, 2023
Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language.
Callminer
OCTOBER 10, 2023
From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.
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Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
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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
OCTOBER 5, 2023
Customer Surveys are Dead! Learn how AI will replace them. The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event: – ”Customer Surveys are Dead!” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald. Subscribe now on LinkedIn: [link] Looking for more hands-on sessions and practical tools?
Adrian Swinscoe
OCTOBER 25, 2023
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.
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
OCTOBER 19, 2023
This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.
Bill Quiseng
OCTOBER 18, 2023
QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.
Retently
OCTOBER 26, 2023
One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client.
ECXO
OCTOBER 25, 2023
Welcome to the European Customer Experience Organization! We’re thrilled to have you join our open-access CX Business Network. To get started and make the most of your membership, please follow the instructions in the link below: Before you dive in, we have some important instructions to help you get started and make your life easier. Please take the time to read until the end; we apologize that it is a bit longer.
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.
Adrian Swinscoe
OCTOBER 16, 2023
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 11, 2023
Posted originally at [link] How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article we provide a short framework for understanding some of the most common sources of complexity in any organisation.
Callminer
OCTOBER 29, 2023
Customers are the bedrock of any successful business, so providing excellent customer experience is crucial. Read this blog for important elements to consider when selecting the best CX software.
CX Network
OCTOBER 24, 2023
Profiling 20 leading CX professionals from around the world who have brought an innovative and visionary approach to their role
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.
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. As a result, it’s understandable that some people might view Net Promoter Score as an outdated, overexposed, and overused system.
ECXO
OCTOBER 5, 2023
We Introduce You to a Range of Dynamic Third-Party Courses. In partnership with Clearaction. Explore These Amazing Learning Opportunities for Your Organization. The best training in the world of Customer Experience is now available at ECXO. Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies,
Adrian Swinscoe
OCTOBER 6, 2023
This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving the customer experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 10, 2023
Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.
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
Callminer
OCTOBER 17, 2023
Customers are already telling you everything you need to know about their feelings toward your brand, if you listen. Read our blog to learn how VoC analytics drive CX improvements and strategies.
MyCustomer Experience
OCTOBER 10, 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
OCTOBER 17, 2023
Is your company customer-centric? Annette Franz, founder and CEO of CX Journey Inc.
C3Centricity
OCTOBER 10, 2023
Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.
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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.
Adrian Swinscoe
OCTOBER 31, 2023
Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 9, 2023
There’s a lot of talk about the differences between demand creation (marketing), demand capture (sales), and brand (marketing). B2B companies’ approach each of these as if each needs its own strategy implemented separately, with different teams carrying the responsibility for each function. Quite often these teams work in silos.
Doing CX Right
OCTOBER 21, 2023
Why does podcasting matter? Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.
Totango
OCTOBER 25, 2023
Brent Cogswell, Head of Customer Success at Schneider Electric, shares the organization’s principles and milestones for building a customer success strategy that unites the company and their customers around a shared mission. “It became our mission to get rid of the spreadsheets and bring all the data and telemetry into one tool, so customer success could control outcomes for our customers and positively affect recurring revenue and growth.
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.
SixteenVentures
OCTOBER 6, 2023
Customer Success teams continually strive to advocate for their significance, often finding themselves undervalued by other departments. Heads of Customer Success are no strangers to this feeling, and while the importance of their roles is crystal clear to them, they sometimes feel isolated in this perspective. This sentiment isn’t a reflection of their desire to […] The post Every Department Must Recognize the Value of Customer Success appeared first on Customer-centric Growth by Li
The DiJulius Group
OCTOBER 29, 2023
A Superpower of Great Leaders People want to be around uplifting individuals, including leaders who make them feel better about the world and help them see the opportunity in nearly any situation. Such positive leadership helps employees feel better about themselves, today and in the future. Strong leaders, through their actions, teach employees how to.
Adrian Swinscoe
OCTOBER 20, 2023
Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the […] The post The five barriers to digital transformation and a roadmap to overcome them – Interview with David Rogers first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 28, 2023
“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day.
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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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