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The Secret Mind of Consumers: A Jungian Adventure into Buying Behavior & Customer Experience Introduction: Why Jung, Marketing, and Customer Experience Go Hand in Hand If theres one thing I love, its psychology. And if theres one psychologist who never stops blowing my mind, its Carl Jung. Ive written about his theories multiple times, yet every time I revisit them, I find new ways they apply to the worldespecially in marketing and customer experience.
How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Unlike transactional B2C interactions, B2B relationships are built on long-term trust and consistent value delivery, meaning CX directly impacts customer retention, loyalty, and revenue.
Table of Contents Key Takeaways CX is a Business Strategy, Not a Support Function A Day in the Life of a CX Manager in Ecommerce Challenges & How to Overcome Them Conclusion: Why CX is the Secret to Ecommerce Success A great customer experience doesnt happen by accident it takes someone who understands customer needs, anticipates issues before they arise, and ensures every interaction feels seamless.
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. [] The post Addressing e-commerces 5 biggest CX challenges with AI and personalization first appeared on Adrian Swinscoe.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
B2B CX – Strategy & Business Alignment Originally posted here with our full version: [link] Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business strategy of an organization. Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals.
A company investing in VoC clearly cares about the customer experiencebut if your survey looks like an afterthought, what message are you really sending? Remember, the survey experience IS part of the customer experience! Customers notice when a survey is slapped together with a generic, low-budget tool. If it lacks branding, feels impersonal, or looks like it was designed in seconds, it signals that you dont care that much about their feedback.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Todays podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, [] The post There are five types of loyalty but only two are growing Interview with Sara Richter of SAP Emarsys first appeared on Adrian Swinscoe.
Our latest blog explores the importance of real-time agent guidance and its role in delivering exceptional customer service experiences in modern contact centers.
What is Conversational AI and How Does it Work? March 2025 Conversational artificial intelligence (CAI) solutions use AI and generative AI (GenAI) technologies to identify, understand, and respond to customer conversation intents. CAI applications enable consumers to self-serve or can assist live agents responding to customer inquiries. These omnichannel and multimodal platforms leverage large volumes of data, machine learning, natural language processing (NLP)/understanding (NLU)/generation (NL
Picture a guest experience so seamless, so personalized, that every traveler feels like the journey was crafted just for them. Thats the dream Alvin Stokes , Vice President of Global Guest Reservations, Service Operations & CRM at Princess Cruises , painted for the audience as he closed out the Customer Response Summit (CRS) with his compelling mainstage keynote.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.
As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI as the solution. In this conversation with Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien , Robb details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically saving the team 132+ hours monthly.
Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the importance of creating consistency in customer service across multiple locations. They explore the challenges businesses face when scaling, the six components of customer experience, and the significance of proof of concept in training. The conversation emphasizes the need.
Transforming Contact Centers with AI: Lessons Learned and Key Takeaways January 25, 2025 View this article on the publisher’s website Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation.
In hospitality, change is the only constant. Guests arrive with expectations shaped by their last seamless experience, whether at a five-star resort, in an Uber ride, or through a mobile app. The best brands dont just react to these shifts; they evolve ahead of them. Few understand this better than Frid Edmond , Senior Vice President of Global Customer Engagement Centers (CEC) at Marriott International.
Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. You need to know what customers are actually saying so you can identify key themes, uncover root causes, and take meaningful action.
Surveys are packed with data, but raw numbers dont tell the whole story. Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Which flights? Which routes? Was it a baggage blunder, a check-in chaos, or a missing wheelchair request? Thats where cross-tabulation comes in. It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type.
AI’s Dual Role in Transforming Knowledge Management January 6, 2025 View this article on the publisher’s website Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KMs strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.
By Kristen Hayer One morning, I was out for a walk near my house. I was about a mile and a half away when I got the dreaded textmy flight was canceled. I had to give a talk in Chicago later that night and was planning to leave that morning. I started to panic. Would I have to spend an hour arguing with customer service just to get rebooked? Would I miss the talk I had spent weeks preparing for?
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.
How AI-Driven Contact Centers Can Improve Loan Approvals & Debt Recovery If you are in the banking and finance sector you know how demanding and sensitive the industry is. Be it approving a wide variety of loans or recovering the outstanding ones, you always have to be on your toes. A small mistake will not only cause loss of a considerable amount of money but also the entire organization’s goodwill and trust people have on it.
With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Whether its chat, email, or call transcripts, valuable VOC is everywhere – but are you making the most of it? Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty.
If you attended Customer Response Summit (CRS), you heard firsthand in harpin AIs session with Princess Cruises how data quality is the #1 roadblock to great customer experiences. The discussion highlighted a critical challenge: when customer data is fragmented, outdated, or inconsistent, CX teams struggle to deliver seamless interactions. One of the biggest takeaways?
Healthcare and customer experience have more in common than you might think. Brian Carlson, VP of Patient Experience at Vanderbilt University Medical Center, joins Jeannie Walters for a CX Pulse Check to explore these fascinating parallels that are reshaping how we think about caring for patients. In this episode, they discuss: A patient satisfaction scoring storyline that provoked strong reactions on HBO’s new medical drama “The Pit” Lush’s bold decision to abandon socia
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
Not all customers are nice. Strong, assertive people will chew people up and spit them out if your employees are slow, weak, or incompetent. Very few employees know how to handle an irate or difficult customer. Many employees just hang up the phone. In person, they might call the police. With Virgin Airlines, I called a ticket counter agent “dumber than a rat,” and she called security on me.
Customers dont just disappearyou lose them. In this podcast episode, Stacy Sherman and Neil Hoyne, Chief Strategist at Google, explain how to leverage data to strengthen customer relationships, drive revenue & lasting loyalty. The post Understand Your Customers Better: Data-Backed Ways to Build Relationships appeared first on Doing CX Right.
Delivering exceptional Customer Experience (CX) is no longer a mere aspiration but the key differentiator in today’s competitive landscape. As brands continue to offer more self-service options digitally across websites, mobile apps, and chatbots, customers consistently reach the contact center having already attempted to resolve service issues themselves.
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
In February 2007, then Starbucks Chairman Howard Schultz penned a scathing internal memo titled “The Commoditization of the Starbucks Experience,” expressing concerns that rapid expansion and certain operational decisions diluted the brand’s unique appeal. The following are some of his excerpts: The Commoditization of the Starbucks Experience Memo Over the past ten years, in order.
To incentivize or not to incentivize? That's still the question, even in the AI-driven age. Incentives in customer surveys originate from traditional market research, where surveys are often lengthy, complex, and required substantial participant timethink about doctors answering detailed questionnaires about medications they prescribe. In such cases, incentives make sense because they're essential to getting busy professionals to provide meaningful insights.
Picture this: A longtime customer calls in, frustrated. Their last order didnt arrive on time, and theyre already bracing for a scripted apology or a frustrating game of Let me transfer you. But instead, something different happens. The agent theyre speaking to has an AI-powered assistant working behind the scenespulling up order history, analyzing past interactions, and even predicting the best resolution based on similar cases.
51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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