eglobalis
OCTOBER 9, 2024
When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.
Inside Customer Service
OCTOBER 10, 2024
I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.
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ECXO
OCTOBER 7, 2024
The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.
Experience Investigators
OCTOBER 11, 2024
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio
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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.
Beyond Philosophy
OCTOBER 11, 2024
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
Bill Quiseng
OCTOBER 9, 2024
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Retently
OCTOBER 11, 2024
Table of contents Key Takeaways: What is Customer Support Quality Assurance? 1. Retently as a Top QA Tool for Ecommerce and Retail 2. Medallia Agent Connect (former Stella Connect) 3. Loris AI 4. Playvox 5. MaestroQA 6. Zendesk QA (formerly Klaus) 7. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.
CX Network
OCTOBER 7, 2024
Find out what the biggest names in CX say is on the horizon for 2025
Intercom
OCTOBER 10, 2024
We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction. Since implementing Intercom’s Fin AI Agent, the Lightspeed team has seen impressive results, such as AI resolution rates of up to 65%.
Adrian Swinscoe
OCTOBER 8, 2024
Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all […] The post There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja first appeared on Adrian Swinscoe.
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.
SugarCRM
OCTOBER 8, 2024
For over 30 years, The Shutter Shop has been the leading expert in interior plantation window shutters & blinds. A long standing family business, with a showroom located in Fulham, London, they supply and fit the finest in quality, custom made plantation shutters & blinds. Working on both residential and commercial projects, they offer customers the most comprehensive shutters range in the UK.
CX Network
OCTOBER 7, 2024
How to successfully navigate the top five challenges facing CX practitioners
Intercom
OCTOBER 10, 2024
We spoke with Constantina Samara, Head of Support at Synthesia , about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. In just four months, the number of Synthesia’s customers seeking support on a monthly basis rose from 40,000 to 316,000 – a 690% increase.
Doing CX Right
OCTOBER 10, 2024
Discover hidden challenges in breast cancer care, the urgent need for patient-centered change, and actionable steps for achieving better outcomes. The post Unseen Barriers in Breast Cancer Care: A Call for Patient-Centered Change appeared first on Doing CX Right.
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.
Zonka Feedback
OCTOBER 10, 2024
Imagine this: You've developed a cutting-edge, sustainable smart packaging product that promises to change the future of logistics. But despite the innovation, your customers face usability challenges, frustration with certain features, and difficulty understanding how the product works.
CX Network
OCTOBER 11, 2024
Discover three ways organizations are tackling the challenge of measuring the ROI of AI in CX
Intercom
OCTOBER 10, 2024
We spoke with Natalie Hurst, Director of Customer Success at Nuuly , about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service. Nuuly has been a long-time Intercom customer, and initially chose the platform because it combined powerful elements of automation with a personal, human approach to customer servi
Help Scout
OCTOBER 8, 2024
Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.
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
Execs In The Know
OCTOBER 7, 2024
In an industry where innovation feels constant , Amanda Wiltshire-Craine , Senior Vice President and Head of Global Customer Services at PayPal , brought refreshing insights on personalization and automation during her keynote at the Customer Response Summit (CRS) in Palm Springs. Her message was clear: CX leaders must create human-centric experiences through the integration of advanced technologies.
CX Network
OCTOBER 11, 2024
Digital platforms and marketplaces have transformed recommerce from niche to mainstream in just a few years.
Intercom
OCTOBER 10, 2024
We’ve just hosted our inaugural AI customer service summit, Pioneer , and there are so many incredible insights and stories to share. Thousands of customer service and tech enthusiasts joined us, both in person in London and online via livestream, to explore how AI is transforming the support space. The energy and excitement was evident through all the talks, customer sessions, and enthusiastic conversations.
Gainsight
OCTOBER 10, 2024
Building a successful business requires laser-like focus. Companies need to hire the right people, find the right customers, and ensure they can keep those customers from churning. By necessity, some priorities, like what tools to integrate into your tech stack, can be pushed down the road. However, at some point, every organization must invest in more powerful, future-focused platforms if they want to sustain their growth.
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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.
Execs In The Know
OCTOBER 10, 2024
Renée Horne , the Chief Marketing and Customer Experience Officer at Chase Auto, captivated the audience at the Customer Response Summit (CRS) in Palm Springs with her vision of what’s possible when purpose, innovation, and empathy come together to transform an industry. She didn’t just talk about what Chase Auto does; she showed how they’re rethinking everything—from how people buy cars to how they finance them—with the customer at the heart of it all.
CX Network
OCTOBER 11, 2024
How Flight Centre Travel Group generated actionable CX insights through Natural Language Understanding
SurveySensum
OCTOBER 10, 2024
The gold standard for brand loyalty in Insurance — Customer Experience Unfortunately, insurance customer experience is not what it is supposed to be! It often lags in meeting the rising customer expectations, who now seek personalized advice, omnichannel experiences, and clear and transparent communication. When insurers fall short, the impact is significant.
Gainsight
OCTOBER 10, 2024
Building a successful business requires laser-like focus. Companies need to hire the right people, find the right customers, and ensure they can keep those customers from churning. By necessity, some priorities, like what tools to integrate into your tech stack, can be pushed down the road. However, at some point, every organization must invest in more powerful, future-focused platforms if they want to sustain their growth.
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
Hodusoft
OCTOBER 9, 2024
How Multi-Factor Authentication Protects Customer Data in Call Center Software? “Think of multi-factor authentication as an extra lock on your front door–it provides an additional layer of protection for your online accounts beyond just a password.” This anonymous quote sums up what multi-factor authentication is in extremely simple words.
The DiJulius Group
OCTOBER 8, 2024
How to Create a Customer Service Revolution in Policing Release date: October 10, 2024 Chief Revolution Officer John DiJulius talks with Sandy D’Elosua Vastola, CX project lead for Charlotte-Mecklenburg Police Department. She was instrumental in helping Charlotte PD creating a cx revolution in law enforcement which is now being copied by police departments throughout the.
SurveySensum
OCTOBER 9, 2024
Running a large enterprise is tough enough, with multiple products, a worldwide presence, and diverse customers. And when customer feedback influx from multiple channels, it becomes a true nightmare. This is where Enterprise Feedback Management comes in, enabling businesses to streamline feedback collection, management, and analysis from multiple channels across different touchpoints in the customer journey.
Experience Investigators
OCTOBER 8, 2024
This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.
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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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