BeyondPhilosophy

JANUARY 4, 2024

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

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Adrian Swinscoe

JANUARY 5, 2024

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.

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C3Centricity

JANUARY 2, 2024

Here at C3Centricity, we publish books ( Winning Customer Centricity ), articles and training on customer centricity, because we’re passionate about helping companies to successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.

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Totango

JANUARY 3, 2024

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.

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Business Growth Innovation AI Start-ups 115

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

Customer Satisfaction

Beyond Philosophy

JANUARY 5, 2024

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.

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Education CX 88

The DiJulius Group

JANUARY 2, 2024

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.

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Customer Service Customer Experience 95

Totango

JANUARY 3, 2024

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.

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Customer Think

DECEMBER 30, 2023

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.

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Technology Technology Customer Experience 78

Comm100

JANUARY 2, 2024

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.

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AI Customer Service Gaming Innovation 75

The Customer Service Blog

DECEMBER 31, 2023

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!

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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.

VOC

Totango

JANUARY 2, 2024

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.

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Customer Think

JANUARY 3, 2024

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.

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DMG Consulting

JANUARY 3, 2024

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.

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The Customer Service Blog

JANUARY 5, 2024

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.

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Pharmaceutical Social Media Technology Technology 73

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

AI

The DiJulius Group

JANUARY 3, 2024

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.

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Customer Think

DECEMBER 30, 2023

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.

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CX Customer Experience Technology Technology 64

Zonka Feedback

JANUARY 4, 2024

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.

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Customer Feedback 59

DMG Consulting

JANUARY 1, 2024

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

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Contact Center Artificial Intelligence AI Actionable Insights 59

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

NGDATA

JANUARY 5, 2024

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.

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Customer Think

DECEMBER 30, 2023

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.

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AI 59

Zonka Feedback

JANUARY 3, 2024

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?

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Sentiment Analysis Customer Feedback 59

SurveySensum

JANUARY 5, 2024

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.

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VOC E-commerce Text Analytics Customer Satisfaction 52

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

NGDATA

JANUARY 5, 2024

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.

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Customer Think

DECEMBER 30, 2023

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.

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Sales 59

Zonka Feedback

JANUARY 2, 2024

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.

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SurveySensum

JANUARY 4, 2024

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.

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Text Analytics NPS Customer Loyalty Actionable Insights 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

NGDATA

JANUARY 5, 2024

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.

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Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. It offers several benefits like lower fees and higher rates of return due to reduced operational costs associated with physical infrastructure.

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Customer Think

DECEMBER 30, 2023

Last week The Petrova Experience, like many companies, hosted our holiday party. In good customer experience fashion, we put significant effort into finding the perfect location. We agonized over the details of choosing the perfect food. And we made it an imperative to find a team that delivered excellent customer service.

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Hospitality Hospitality Customer Service Customer Experience 52

SurveySensum

JANUARY 3, 2024

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.

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Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology