Sat.Oct 05, 2024 - Fri.Oct 11, 2024

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Beyond the Ask: A Practical Guide to Deciding Which Customer Feedback to Act On

eglobalis

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.

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How to become a customer service trainer

Inside Customer Service

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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The Thrilling Journey of a Customer Experience Leader: The 10+1 list

ECXO

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.

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How to Align Customer Service and Experience to Drive Lasting Business Growth

Experience Investigators

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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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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Discover The Secret of How to Gain Actionable Customer Insights

Beyond Philosophy

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.

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The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience.

Bill Quiseng

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.

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Best 7 Customer Service Quality Assurance Software for Ecommerce & Retail in 2024

Retently

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.

Retail 137
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The CX trends to watch in 2025

CX Network

Find out what the biggest names in CX say is on the horizon for 2025

CX 105
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Pioneer innovator spotlight: How Lightspeed achieves up to 65% resolution rate with Fin AI Agent

Intercom

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%.

AI 96
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There are major tectonic shifts taking place in the outsourcing space right now – Interview with Craig Crisler of SupportNinja

Adrian Swinscoe

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.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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The Shutter Shop: From Manual Processes to Automated Success

SugarCRM

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.

Outlook 61
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Top 5 challenges facing CX practitioners - and how to overcome them

CX Network

How to successfully navigate the top five challenges facing CX practitioners

CX 104
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Pioneer innovator spotlight: How Synthesia managed a 690% spike in customer contact without increasing headcount using AI and automation

Intercom

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.

AI 95
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Unseen Barriers in Breast Cancer Care: A Call for Patient-Centered Change

Doing CX Right

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.

CX 59
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Next-Gen Cloud Contact Centers For Dummies®

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.

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Why did LivingPackets Choose Zonka Feedback over Paperform for deeper customer insights? A Closer Look at their Transformative Journey

Zonka Feedback

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.

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Measuring the impact of AI on CX

CX Network

Discover three ways organizations are tackling the challenge of measuring the ROI of AI in CX

AI 100
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Pioneer innovator spotlight: How Nuuly resolves 38% of queries instantly with Fin AI Agent and maintains 95% CSAT

Intercom

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

AI 91
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How to Create a Predictive Customer Service Strategy (and Why You Should)

Help Scout

Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.

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Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

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How PayPal Is Redefining Service Delivery

Execs In The Know

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.

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Recommerce brings CX into the circular economy

CX Network

Digital platforms and marketplaces have transformed recommerce from niche to mainstream in just a few years.

CX 89
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Pioneer 2024: Intercom’s first ever AI customer service summit, in summary

Intercom

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.

AI 72
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Can Your Customer Success Platform Scale with You? 

Gainsight

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.

AI 52
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4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

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Purpose, Innovation, and Empathy: Chase Auto’s Blueprint for CX Leadership

Execs In The Know

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.

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Flying high with Natural Language Understanding at Flight Centre

CX Network

How Flight Centre Travel Group generated actionable CX insights through Natural Language Understanding

CX 59
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From Good to Great: How to Improve Your Insurance Customer Experience

SurveySensum

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.

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Can Your Customer Success Platform Scale with You? 

Gainsight

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.

AI 52
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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

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.

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How Multi-Factor Authentication Protects Customer Data in Call Center Software?

Hodusoft

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.

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174: How to Create a Customer Service Revolution in Policing with Sandy D’Elosua Vastola

The DiJulius Group

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.

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Why Your Business Needs an Enterprise Feedback Management System

SurveySensum

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.

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[Experience Action Podcast] CX Pulse Check – October 2024

Experience Investigators

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.

CX 52
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Case Study: Key Insights on Wait Times and Customer Service

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.