The Belding Group
SEPTEMBER 23, 2024
The Rare Mindset That Successful Leaders Share It was 25 years ago. My business partner and I were walking away from a meeting with a newly-hired mid-level manager in a mid-sized retail company. “How long,” I said, “do you suppose it will be before this guy is the CEO of a large organization?” “Five […] Shaun Belding | www.shaunbelding.
Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
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Adrian Swinscoe
SEPTEMBER 27, 2024
Today’s interview is with Sam Wilson, the CEO of 8×8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs […] The post Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 first appeared on Adrian Swinscoe.
Customer Think
SEPTEMBER 24, 2024
In recent years, the synergy between cloud computing and customer relationship management (CRM) has significantly reshaped how businesses engage clients and deliver services. As organizations transition more of their operations to the cloud, understanding the emerging trends is crucial for maintaining a competitive edge.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
The Belding Group
SEPTEMBER 24, 2024
The dynamics of dealing with a group of people is quite different than dealing with an individual. Here are a few do's and don'ts to keep in mind Shaun Belding | www.shaunbelding.
The DiJulius Group
SEPTEMBER 23, 2024
“Great leaders make the world a better place; they are willing to do what it takes, make the necessary sacrifices, and rally others to do the same.” The Critical Importance Our Work Plays in Our Meaning and Purpose A study of Shell Oil employees found that those who retired at 55 and lived to be. Read Full Article The post How To Motivate Today’s Workforce appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom
SEPTEMBER 25, 2024
Adopting AI-first customer support looks different for every team. Customer service leaders will experience a range of reactions, with some people on the team eager to try new things immediately, and others being a bit more apprehensive. Ensuring everyone has the right skills and mindset to make the most of what really is an extraordinary opportunity is therefore an important responsibility.
CX Network
SEPTEMBER 26, 2024
Sahil Shetty explains how Lowe's, Sephora and Home Depot are innovating the in-store customer experience
Provide Support
SEPTEMBER 27, 2024
The post How to Integrate a Live Chat Feature to a Web Application with React.js appeared first on Provide Support Blog.
Beyond Philosophy
SEPTEMBER 26, 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: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
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
SEPTEMBER 26, 2024
In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Article source: [link] Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.
Help Scout
SEPTEMBER 25, 2024
Introducing Inbox 2 — our new, more focused workspace that helps you delight more customers in less time. Read on to learn what's new with Inbox 2.
CX Network
SEPTEMBER 26, 2024
As AI plays a greater role in customer service, Nick Glimsdahl shares 7 steps to help service leaders prepare for an uncertain future
Hodusoft
SEPTEMBER 25, 2024
From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems? For hospitals and healthcare organizations, ensuring the right care for patients is at the heart of everything they do and every strategy they design. Hospitals not only need to focus on treating and curing patients but they also need to ensure that they provide the right patient service and communication to handle incoming calls and schedule appointments in a timely manner.
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.
Customer Think
SEPTEMBER 24, 2024
If the technology industry just happened to rain thousand-dollar bills, there’d probably be enough to fill a few Olympic-sized swimming pools. Is it possible for any organization, including marketing services firms, to jump in and make a splash as a technology partner without losing some of those dollars?
Zonka Feedback
SEPTEMBER 27, 2024
Imagine this: Your organization is heavily reliant on gathering insights to stay ahead. You’ve invested in one of the most well-known enterprise tools to collect feedback. But as your needs grow, you face survey limitations, response caps, and rising costs, making it harder to capture crucial feedback.
Doing CX Right
SEPTEMBER 26, 2024
Learn how fostering employee accountability, not just responsibility, can transform your customer experiences and drive sustainable business success. The post Accountability vs. Responsibility: What’s Costing You Customers appeared first on Doing CX Right.
Help Scout
SEPTEMBER 25, 2024
Help Scout redesigned its Inbox to improve usability, integrate new AI tools, and address the evolving needs of support teams while maintaining simplicity and flexibility.
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 Think
SEPTEMBER 26, 2024
The latest edition of the International Journal of Sales Transformation focuses on a topic that is already having a profound impact on the future of the sales profession: how to best leverage the growing power of Artificial Intelligence.
Experience Investigators
SEPTEMBER 24, 2024
What if your customer data could be the key to transforming your business? Join Jeannie Walters as we explore ways to turn overwhelming data into actionable insights. This episode starts with examining your approach to customer data, setting clear objectives like improving customer retention to make your data analysis meaningful and targeted. We tackle the challenge of data silos by exploring Customer Data Platforms (CDPs) such as Telium and Adobe Experience Platform to centralize your data.
Doing CX Right
SEPTEMBER 22, 2024
Learn how to create a culture of accountability where your team takes ownership, drives results & delivers exceptional customer experiences with Stacy Sherman and Robert J. Hunt The post Accountability Over Excuses: How to Transform Your Business Culture for CX Success appeared first on Doing CX Right.
Help Scout
SEPTEMBER 23, 2024
Implementing AI Support is challenging. Here are the main issues your support team will need to overcome and why the ROI is worth the effort.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Customer Think
SEPTEMBER 26, 2024
In today’s fast-evolving business world, I believe operational efficiency and customer experience (CX) have emerged as the two most critical factors for success. In the past, they were seen as separate concerns — operations was about cost and efficiency, while CX focused on customer satisfaction.
SurveySensum
SEPTEMBER 27, 2024
Is it called a questionnaire or a survey? When we think about gathering feedback, two terms come into our mind – questionnaire or survey. While often these two terms are used interchangeably , they actually differ from each other in terms of their definition and use. And understanding the difference between questionnaire and survey will help you create a better survey design and a much better, clearer, and more effective campaign that will yield actionable results.
Intercom
SEPTEMBER 26, 2024
Robert Spector , author of The Century-Old Startup , joins Intercom’s VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service for more than 100 years. They explore how Nordstrom maintains a startup mentality, the importance of flexibility and transformation, and how the company’s culture and values contribute to its success.
Smart Customer Service
SEPTEMBER 25, 2024
Under a new CEO, Alvaria is changing the name of its workforce management products back to Aspect and revising its product strategy.
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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.
Customer Think
SEPTEMBER 24, 2024
Anytime anyone now thinks of digital transformation, no matter the scale of a business, AI always finds mention. It can, after all, process lots of data and make smart decisions. Such abilities presented by AI are transforming how businesses operate and accelerating innovation in all industries.
SurveySensum
SEPTEMBER 26, 2024
Every interaction you have with your customer or potential customer is a chance for you to improve and build a brand rooted in trust, loyalty, and customer-centricity. Every touchpoint in a customer journey is an opportunity to create an experience that isn’t just positive but also convenient and seamless. Now a question arises: how can brands position themselves as unique and valuable to the current ecosystem, especially when competitors are just a click away?
Zonka Feedback
SEPTEMBER 25, 2024
No need for confetti or fireworks—we’ll let the numbers speak for themselves. Zonka Feedback has picked up 26 badges in the G2 Fall 2024 report, solidifying our position in Experience Management and Feedback Analytics.
Smart Customer Service
SEPTEMBER 25, 2024
ServiceNow's new Xanadu release offers plenty of generative AI enhancements to the NOW platform.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
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