Callminer
JULY 18, 2024
From translating customer conversations in real time to minimizing excess tasks for agents with the goal of boosting productivity, learn how effective call centers use AI to improve their operations.
ECXO
JULY 16, 2024
To deliver a better Customer Experience, stop reading this article and go to sleep! The Magic of Sleep: Boosting Work Productivity and Improving Customer Experience If you’ve been keeping up with my articles, you’ve probably noticed my strong emphasis on continuous self-improvement and empowering individuals to provide exceptional experiences to others.
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Adrian Swinscoe
JULY 19, 2024
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.
Futurelab
JULY 19, 2024
#NoBullshitCX #20yearsFuturelab “Be honest.” One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. On paper, they were doing everything right. Their customer KPI was highlighted in the annual report, they had a clear business case on how many millions in extra profits one extra percentage point meant, and they regularly communicated the results internally.
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
Callminer
JULY 16, 2024
Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.
Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
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
JULY 19, 2024
This article was originally posted on: [link] In the competitive landscape of B2B technology and services, effective onboarding and design are crucial elements for achieving successful adoption and enhanced customer experience. You may have noticed the provocative title—”The Hidden Truth: Why Customer Experience, Tech Onboarding, and Design Aren’t the Keys to B2B Growth.
Doing CX Right
JULY 19, 2024
Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.
Totango
JULY 17, 2024
“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.
Beyond Philosophy
JULY 19, 2024
You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.
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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.
Experience Investigators
JULY 16, 2024
Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You’ll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to f
Smart Customer Service
JULY 17, 2024
Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.
Customer Think
JULY 19, 2024
The global business landscape is evolving quickly, and companies are increasingly leveraging data, artificial intelligence (AI), and automation to maintain a competitive edge. Within this transformative framework, a crucial shift toward hyper-personalization in customer experiences is taking center stage.
Doing CX Right
JULY 15, 2024
How can you balance cost and value to create customer experiences that keep people returning for more? Read article for actionable CX strategies. The post Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal appeared first on Doing CX Right.
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.
SurveySensum
JULY 19, 2024
If you are focused on creating the best customer experience you know the importance of gathering authentic customer feedback and how it is important for taking the right action. However, the integrity of this feedback is highly dependent on your survey design. How? A poorly crafted survey with biased questions becomes a liability as it can lead to biased responses, misinterpretation of data, and ultimately leads to misguided business decisions.
Smart Customer Service
JULY 17, 2024
The advent of work-from-home contact centers has spawned a tech revolution in operations management.
Customer Think
JULY 19, 2024
Source: Shutterstock (This year, I’m devoting some of my Research Round-Up posts to a discussion of academic research papers relating to the use of artificial intelligence – specifically generative AI applications – in marketing. This post features an unpublished paper that provides an early look at the impact generative AI may have on marketing employment.
Intercom
JULY 18, 2024
In this episode of The Ticket podcast, we explore the best strategies to ensure your customer service representatives are fully bought-in as you transition to AI-first customer service. While almost every CS leader is excited about trying AI and they understand most of the practical steps involved, they often find the big challenge is figuring out how to take their team along for the ride.
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.
Zonka Feedback
JULY 18, 2024
So you've just launched a groundbreaking new product, a game-changer in your industry? Early reviews are glowing, sales figures are exceeding expectations – a textbook success story. Fast forward, a year later, a competitor releases a similar product, not quite as innovative, but with a fervent online community singing its praises. Their advocates become brand evangelists, propelling the product into the mainstream consciousness.
Smart Customer Service
JULY 17, 2024
NICE has hailed cloud, digital, and AI technologies as transformative and proved it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event.
Customer Think
JULY 19, 2024
Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal?
NGDATA
JULY 18, 2024
The importance of integrating emotion and technology in banking marketing to enhance ROI. Banks should focus on customers’ financial wellbeing, which includes confidence and reduced stress, beyond just budgeting. Key strategies involve maintaining consistency across channels, promoting digital adoption, and personalizing interactions. Educating customers on digital tools and ensuring high-quality conversations, especially for complex transactions, are essential for fostering strong customer rela
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
CommBox
JULY 18, 2024
Introduction: The Quest for Connection In today’s busy digital world, customer service is mainly done through automated systems and virtual interactions. However, maintaining a human touch is still essential. This is where AI help create p ersonalised customer experiences. Jane is the owner of a growing retail company. She wants to make digital interactions feel personal and empathetic.
Service Quality Institute
JULY 18, 2024
Amazon has spoiled all of us. Today people want everything now. Organizations that want to survive have to dramatically increase speed. If it takes you 48 hours to process an order speed is 2 hours. If it takes you 6 days to ship, speed is shipping the same day. We have several obstacles. Internal barriers are the mindset of employees which tends to be slow.
Customer Think
JULY 17, 2024
We’ve reached a critical turning point for Retail Media Networks (RMN). The first decade of RMNs ran on infrastructure that’s no longer viable, in particular onboarders that rely on third-party data to power identity graphs.
NGDATA
JULY 18, 2024
Common website pitfalls that can lead to significant financial losses and provides strategies to optimize website performance and increase conversions. The main issues highlighted include poor user interface, slow loading speeds, bad design practices, and ineffective use of data. The article emphasizes the importance of website optimization in terms of SEO, form functionality, and lead response time.
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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.
CommBox
JULY 18, 2024
Introduction to AI Chatbots and WhatsApp Business Customer service is crucial in the competitive insurance market. Conversational AI is a gateway to a new journey in customer interaction. By adopting AI chatbots and technologies, you can streamline customer communications and raise their level of satisfaction, happy customers equal future growth. This article explores conversational AI and how it can transform your insurance company’s customer service operations.
BeyondPhilosophy
JULY 18, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.
Customer Think
JULY 16, 2024
I originally wrote today’s post for GetFeedback. This is an updated version of that article from March 2020. That article started with: According to Salesforce, 51% of customers expect that brands will anticipate their needs and make relevant suggestions before they make contact – by 2020. It’s now 2024. Did brands meet that expectation?
NGDATA
JULY 18, 2024
Google’s 2024 search algorithm prioritizes content quality, user engagement, and mobile-first indexing. Consistently publishing high-quality, engaging content is essential for maintaining search rankings. The shift to a mobile-first index makes mobile-friendliness crucial. Keywords in meta titles remain important but with relaxed exact match requirements.
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.
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