Adrian Swinscoe
MAY 30, 2024
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.
eglobalis
MAY 27, 2024
A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.
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ECXO
MAY 27, 2024
bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes. While AI has infiltrated many aspects of enterprise software—from automating mundane tasks to delivering advanced data insights—it hasn’t fully integrated
Bill Quiseng
MAY 29, 2024
Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.
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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
MAY 28, 2024
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.
Retently
MAY 31, 2024
As your company begins to take off and gain momentum, it’s very tempting to think about scaling the technical side of the business. That is, you’ll quickly find yourself eager to develop your product and work on new features. Or, you may find yourself in a constant state of break-fix— forever solving problems and focusing on immediate pain points. Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) to handle p
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
MAY 27, 2024
The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Source article: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.
Futurelab
MAY 31, 2024
#NoBullshitCX #20yearsFuturelab “Do not aggregate scores.” I recently told a story about a large B2B company that hired a team of “translators”to help interpret feedback results into tangible actions. The same colleague taught me how important it is to look beyond the metrics. When setting up or calibrating Voice of the Customer programmes, we always advise against aggregating various metrics into one, or creating a combo score based on several touch points.
Helpt
MAY 31, 2024
We're at a crucial point in AI with all the focus on AI customer support and its impact on customer satisfaction. Companies such as Frontier have abandoned the use of human call centers while companies like IKEA have empowered their agents to become interior design advisors. Both of these companies are using AI in their customer support but the results are starkly different: one is using chatbots to cut costs while the other is using AI to increase productivity and expand the scope of the role.
The DiJulius Group
MAY 28, 2024
Why it is time to Create a Recruitment and Hiring Experience *The following recruitment and hiring excerpt is from our new book, “The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth” So many businesses appear desperate when understaffed, making them less attractive to potential candidates and top talent.
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.
Beyond Philosophy
MAY 31, 2024
This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc
Intercom
MAY 31, 2024
Everyone has a “why” behind what they do. Not many people spend time thinking about it though and for a lot of folks, it’s easily forgotten. In customer support, your “why” is right in front of you every day. Helping people is the heartbeat of your job and everything you do is geared towards providing a great experience for everyone you interact with.
Help Scout
MAY 28, 2024
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The DiJulius Group
MAY 29, 2024
Have you ever met someone whose mere presence lights up the room? That’s the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how happiness and attitude play a. Read Full Article The post 158: Interviewing for Customer Service Rockstars appeared first on The DiJulius Group.
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.
Lumoa
MAY 30, 2024
Lumoa Product News for April 2024 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! Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time.
Beyond Philosophy
MAY 30, 2024
A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.
Customer Think
MAY 28, 2024
In today’s globalized and digital-first marketplace, customer expectations have soared to unprecedented heights. Retailers are no longer competing merely on price and product quality but increasingly on the quality and responsiveness of their customer care.
CX Network
MAY 29, 2024
LLMs and generative AI are creating content for customer support.
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
Lumoa
MAY 30, 2024
Lumoa Product News for May 2024 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! Export Impact page to PDF We now offer the ability for you to export the entire Impact page into a PDF format. This is one step in a wider initiative to make it easier to generate reports with Lumoa, and to share that information with the rest of your colleagues
Help Scout
MAY 28, 2024
Unlock the power of AIaaS to transform your business with affordable, scalable AI solutions. Learn how to streamline operations and boost customer service.
Customer Think
MAY 29, 2024
Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having unprecedented access to a plethora of competitive brands, businesses must adopt a customer-centric approach to design and measure success, thereby creating exceptional user experiences.
CX Network
MAY 29, 2024
Find out more about five technologies revolutionizing contact center operations in the APAC region
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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.
Doing CX Right
MAY 31, 2024
Is feedback an advantage or a drawback? Learn how to give and receive feedback that inspires, motivates, and strengthens connections, rather than eroding relationships. The post How to Make Feedback a Gift, Not A Curse, in the AI Era appeared first on Doing CX Right.
Help Scout
MAY 27, 2024
Despite having many benefits, integration testing is not without its downsides. One of those issues can be a lack of speed. Read on to learn how one Help Scout dev approached the problem.
Customer Think
MAY 29, 2024
You’ve seen it happening in your own social media feeds. People are shopping directly on platforms like Instagram, Facebook, and TikTok these days. Social commerce is taking off in a big way. This consumer trend presents a massive opportunity for brands to reach new customers.
CX Network
MAY 30, 2024
According to Juanita Olguin, senior director of product marketing for Coveo, it's time to raise the bar on search
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
SurveySensum
MAY 31, 2024
“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” reveals a survey by CMSwire. With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. AI isn’t just talk anymore, it’s turning out to be a strategic tool in the business realm. Businesses are already tapping into AI for smoother, faster, and more personalized customer experience.
Gainsight
MAY 29, 2024
Much of the work we do on the community team is thought of as an investment. Build the foundation today and eventually your company will see results. Of course, online community grows exponentially in value over time, but there are immediate benefits that can’t be ignored. Veeam, a modern data protection solution founded in 2005, is proof that both the immediate and ongoing benefits of peer-to-peer community engagement are critical for today’s organizations.
Customer Think
MAY 28, 2024
On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association (CXPA).
CX Network
MAY 28, 2024
Discover how astute knowledge management can supercharge decision making in your organization
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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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