Adrian Swinscoe
FEBRUARY 15, 2023
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe.
Callminer
FEBRUARY 13, 2023
In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.
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Inside Customer Service
FEBRUARY 16, 2023
You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. (They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic. Asking a customer, "How's your day going so far?" with the sincerity of a robot can hurt the rapport you're trying to build.
Fonolo
FEBRUARY 14, 2023
Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.
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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.
Adrian Swinscoe
FEBRUARY 12, 2023
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […] The post Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand first appeared on Adrian Swinscoe.
Callminer
FEBRUARY 15, 2023
How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
FEBRUARY 14, 2023
Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right? But in a world of possibilities, you may wonder which processes are best to automate. Or where you should even start. Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.
The DiJulius Group
FEBRUARY 13, 2023
Business leaders and economists are always obsessing over a recession. Is it coming, has it started, and how long will it last? One of my favorite quotes around this topic is, “(Economists have) predicted nine of the past five recessions.” This basically means no expert knows what the hell they are talking about when they. Read Full Article The post Who Is To Blame For Greedflation?
Intercom
FEBRUARY 16, 2023
Throughout its history, retail has been punctuated by a great deal of technological advancements, and many have been quick to call each a revolution. But what’s revolutionary isn’t the underlying tech or the medium – it’s the power shift. Before, merchants chose the products and decided where to sell them and how much to charge. Consumers never really had much power.
Customer Think
FEBRUARY 13, 2023
Leverage customer data and learn from segments to GROW RELATIONSHIPS WITH CUSTOMERS through your DTC channel. If you’re a marketer, it’s important to focus on acquiring the right customers. Otherwise, you’ll spend all your time and energy trying to retain them – which can be costly.
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.
MyCustomer Experience
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
Zonka Feedback
FEBRUARY 16, 2023
We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. Imagine the same thing happening when your customer is filling out a feedback form on Customer Feedback App in your restaurant or a lead giving you their information at an event using a Lead Capture Tool.
Steven Van Belleghem
FEBRUARY 14, 2023
What are your core strengths? In these times, it’s more crucial than ever to really understand what your core strengths are. And then to deliver on those. Because the truth is that most of organizations will not win the race for the best price. There’s probably always going to be someone who will be cheaper. And you just don’t want to go into this negative spiral.
Customer Think
FEBRUARY 14, 2023
While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need for those contacts nor build the robust capability to maintain and improve these actions over time.
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.
MyCustomer Experience
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
The DiJulius Group
FEBRUARY 15, 2023
We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools we use externally can also.
Comm100
FEBRUARY 13, 2023
It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.
Customer Think
FEBRUARY 14, 2023
In the past, convenience has always been the ultimate goal for businesses. After all, making things easier for customers is a surefire way to keep them coming back for more. However, as the world of eCommerce has changed, consumer expectations have changed with it.
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
MyCustomer Experience
FEBRUARY 15, 2023
How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more.
CSAT.AI
FEBRUARY 15, 2023
The customer service industry is constantly evolving and improving, and agile principles are a valuable component. Agile principles are based on the idea that customer service should be flexible and adaptive to changing customer needs. With agile principles, businesses can provide great CX, customer service quality assurance and CSAT while reducing customer churn and improving processes.
SurveySensum
FEBRUARY 16, 2023
There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.
Comm100
FEBRUARY 12, 2023
As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.
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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.
Customer Think
FEBRUARY 16, 2023
The assessment is free and provides a breakdown of results across five key areas: Convenience, Understanding, Personalization, Intimacy and Data
Lumoa
FEBRUARY 16, 2023
It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.
MyCustomer Experience
FEBRUARY 16, 2023
Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over.
ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
Speaker: Becky Parisotto and John Vurdelja
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
Customer Think
FEBRUARY 14, 2023
(The marketing world has been captivated by ChatGPT for the past several weeks. The generative AI-powered chatbot developed by OpenAI has been widely hailed by some members of the marketing community, and widely criticized by others. While the jury is.
Lumoa
FEBRUARY 17, 2023
Lumoa Product News for February 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New export process Previously, Lumoa exports were limited to a max of 25k feedback. This meant that if you needed to export more than that, you needed to do multiple exports, combine them after the fact, and it could become messy.
Heart of the Customer
FEBRUARY 16, 2023
I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions. This trip’s primary topic was hiring for a CX team. […] The post The Future CX Leader appeared first on Heart of the Customer.
Beyond Philosophy
FEBRUARY 16, 2023
Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.
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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.
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