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It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona
As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.
Today’s interview is with Phil Lewis and Claire Croft of Corporate Punk, an award-winning management consultancy that helps clients innovate and transform their business culture. Phil […] The post Are you doing change to people or with people? – Interview with Phil Lewis and Claire Croft of Corporate Punk first appeared on Adrian Swinscoe.
Imagine a world where customer service is not just responsive but anticipatory. Where every interaction is both efficient and tailored to the customer’s needs. This is the promise of Generative AI customer service. Far from being a distant dream, this technology is already reshaping how businesses interact with their customers. This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents.
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.
Our Top 10 Blogs from 2023 The Canceling of Hustle Culture…Who is Right? Building and Developing Great Leaders The Correlation Between Happiness at Work and Overall Life Satisfaction This is how Leaders can Improve the Customer Journey How to Train Great Customer Service Skills in the Next Generation How Team Members Can Be Inspired to. Read Full Article The post The Best Customer & Employee Experience Content of 2023 appeared first on The DiJulius Group.
Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.
The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is open to members and non-members. The event is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and business leaders together to learn from examples of global service excellence.
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The Institute of Customer Service will be holding their Annual Conference on 12th March 2024 at the London Hilton Hotel on Park Lane. The event is open to members and non-members. The event is the biggest forum for customer service thought leadership and best practice in the UK. The event draws hundreds of service professionals and business leaders together to learn from examples of global service excellence.
Picture this: Your customers, like individuals, operate on habitual inclinations. So, if they habitually favor a competitor’s product or service, how does one instigate change? Here, we present seven potent ways to turn the tide. But before diving into these transformative strategies, let’s peer into the psychological underpinnings of habits. They possess distinct characteristics: A cue within our environment kickstarts the habitual response.
What do you sell? Is it the product, an experience, or both? Is a product just a solution, or does it provide a unique experience? As Steve Jobs rightly said, “You need to start with the customer experience and work backward to the technology.” Businesses focus on improving the tech behind their product.
In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.
As some readers will already know, I do a lot of investing on the UK and USA stock markets. I thought I was pretty good at choosing stock market ‘winners’, but that can’t be said for my decision (exactly two years ago this week) to buy shares in Royal Mail, which have fallen an incredible 49% in value since I bought them in January 2022. Oh well, you win some, you lose some!
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.
Have you ever wondered how businesses achieve that coveted synergy between their frontline staff and the expectations of their customers? On this episode of The Customer Service Revolution, Christopher Wallace, the co-founder and president of InnerView Group, joins John to unravel the secrets behind a customer service revolution taking the corporate world by storm.
This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@sky.com) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me […] The post How Implementing AI in CX Can Be the Good, Bad, and Ugly appeared first on Beyond Philosophy.
Shrinkage is an important topic in the contact center Donna Fluss defines shrinkage in the contact center and how to calculate it. The post Shrinkage is an important topic in the contact center appeared first on DMG Consulting.
Misinformation isn’t just blurring political lines anymore. It’s quietly infiltrating our shopping trolleys in subtle ways, shaping our decisions about what we buy and who we trust. Spurred by political events, misinformation has garnered widespread media coverage and academic research. But most of the attention has been in the fields of political science, social psychology, information technology and journalism studies.
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.
Capturing and understanding customer feedback is important for any business striving to enhance its products or services. In today's competitive landscape, leveraging efficient survey builders and tools is the cornerstone of insightful feedback collection. From intuitive interfaces to diverse functionalities, these tools empower businesses to gather, analyze, and act upon customer insights.
Reflecting on 2023, it’s clear that the Customer Experience (CX) Landscape continues to undergo a profound Transformation. In my experience working with leading organizations at McorpCX, it’s clear that these shifts aren’t just trends…but are actively reshaping the foundations of how businesses interact with their customers.
MEDIA ALERT DMG Consulting Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report Transformation of WEM suites to next-gen platforms offers ease of integration and interoperability Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report When: Today, 12 December 2023 Where: Available a
Everything You Need to Know About Contact Center as a Service (CCaaS) The introduction of Contact Center as a Service (CCaaS) heralded the beginning of a new era. An era where small and medium-sized businesses could provide similar customer service as their larger counterparts. An era where agents can work from anywhere in the world without being tied to one particular place.
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
Sure, feedback, reviews, likes, and shares tell a story. But what about the silent whispers of dissatisfaction, the sparks of delight hidden within abandoned carts, or the hesitant clicks that reveal indecision?
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too.
David Germann and Jon Douglas, two executives at Credit Union of America, discuss their unique career paths and emphasize the significance of upholding values amidst the rapid pace of technological innovation in the financial industry. Source The post Upholding values amid a fast and furious tide of innovation appeared first on NGDATA.
A fitness app team was analyzing its user interactions. Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. Here’s what they did – They updated the app’s navigation, featuring workout plans and nutrition advice. Content related to these topics was enriched, providing in-depth guidance and tips.
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.
Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. Customer Education is an impactful way to set up a rock-solid foundation for customer outcomes, and Popmenu has embraced this by providing an extensive resource hub for its customers.
As you probably know, videos have taken the lead in content consumption, so creating videos is a great way for businesses to generate leads and boost sales.
Banks must focus on building win-win relationships with consumers to excel, especially as traditional deposit-gathering strategies become less effective. Financial institutions should use data to understand and personalize experiences for different customer segments, creating trust and loyalty. This approach can lead to increased engagement, profit, and a growing customer base.
There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. Questions about its relevance and significance echo in boardrooms and strategy sessions. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. But here’s the catch – it’s not a one-size-fits-all solution.
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
Picture this: you've spent countless hours developing groundbreaking software or adding a new feature to your product. You're ecstatic about its potential and confident it will captivate your target audience.
Exceptional customer and brand experience are often the differentiating factors between thriving companies and their stagnant counterparts. Providing a difference-making customer experience starts with understanding what people actually want, which requires brands to have timely, relevant, and actionable customer insights that inform everything from product development to marketing messaging.
The increasing competition in the financial industry has led consumers to compare offerings from different institutions, particularly for credit products like mortgages and auto loans, with interest rates and repayment terms being the primary deciding factors. Credit unions face competition from fintech companies offering installment payment plans, and while some credit unions plan to offer these options, many do not, which could impact their ability to attract and retain members.
A decade ago, designers used to receive branding guidelines from business owners. During that time, designers had to consider various visual aspects of a brand, including, brand colors and typography. The style guides included instructions for pixel-based touchpoints between the consumer and the brand. That included grid systems, header styles, and design patterns.
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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