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Unlocking the Practical CX Power of Design Thinking for B2B Companies: A Step-by-Step Guide Design Thinking (DT) has emerged during the last 12 years of so as a transformative methodology for addressing complex challenges in todays business environment. Its customer-centric approach has enabled B2B companies to enhance product design, improve customer lives, and optimize experiences.
Todays podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins [] The post Data ontology and rethinking customer support metrics Interview with Marcel Barrera of serviceMob Inc first appeared on Adrian Swinscoe.
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, process, and feedback. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.
Company Fires Employees Who Admit Being Stressed / What is your word of 2025? How one company Received 225 5-Star reviews in one year / Gen Z will not wait on hold How one company Received 225 5-Star reviews in one year It took Outer Banks Blue Realty Services, a property management company, ten years. Read Full Article The post Fired for Being Stressed / Word of 2025 / Increasing 5 Star Reviews / Gen Z appeared first on The DiJulius Group.
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.
Contact centers are increasingly adopting AI-driven tools to assist with everything from data mining to gaining detailed CX insights. Read about how the technology is transforming operations here.
When I wrote my first book Listen or Die in 2018, my mission was to help businesses understand one essential truth: listening to your customers is not optional. Its the difference between thriving and dying. The 40 lessons in the book were designed to guide companies in building strong Voice of Customer (VoC) programs that deliver real results. Now, as we face the upcoming AI revolution, I find myself asking new questions: Which lessons in the book stand the test of time, unchanged by AIs rise?
In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
In today’s fast-paced digital world, customers expect quick and convenient solutions to their problems. This is where customer self-service comes in. By empowering customers to find answers and resolve issues independently, businesses can reduce support costs, improve customer satisfaction, and free up valuable resources for more strategic initiatives.
Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers journeysand then use that knowledge to spark bottom-line success? In Decembers CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy between scientific customer feedback and customer journey mapping, likening these two tools to the left foot and right foot of an
Call center compliance is a must-have, not a nice-to-have. Read this blog for a checklist of the essential steps and best practices to ensure call center compliance in 2025 and beyond.
Twenty-five years ago, in 2001, I founded PeopleMetrics with a clear vision: the internet was going to fundamentally change the way market research was conducted. My journey began in the Silicon Valley in 1999 when online surveys were just emerging and I got a taste of how client could access results in real-time, allowing for smarter, faster decisions.
An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. But this is easy to say and harder to do. To really deliver for your customers and your organizational goals and achieve scalable growth by operationalizing CX you need a calculated CX strategy. People today have countless options for where to shop and how to solve their challenges.
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.
Hidden Limitations & The Great CX Plateau The customer service industry has reached a critical inflection point. While 90% of businesses believe they’re meeting customer expectations, only 11% of customers report they are very satisfied with their service experiences. There’s also clear agreement on what’s broken: nearly 40% of both businesses and customers report their top frustration is chatbots that can’t actually resolve customer inquiries.
Effective contact center coaching is key to enhancing agent performance and ensuring outstanding customer service and CX. Read this blog for insights and strategies to elevate coaching practices.
I started focusing on customer service in 1979. I released Feelings the world’s first customer service program in January 1980. I think today’s customer service is worse than 46 years ago. COVID gave everyone an excuse to abandon good customer service. AI is giving firms another excuse to push the customer out the door. The question is, should a company focus on keeping customers?
Role of VoIP and Contact Centers in Transforming Microfinance “Microfinance stands as one of the most promising and cost-effective tools in the fight against global poverty.” This quote by noted educationalist Jonathan Morduch is a testament to the transformative power of microfinance in today’s world. Apart from fighting poverty, microfinance plays a key role in ensuring financial inclusion.
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.
Struggling to retain loyal customers despite new products and tech investments? Discover 8 powerful CX lessons from 2024 to transform your customer relationships and boost retention in 2025. The post 8 Customer Experience Lessons That Will Transform Your Business in 2025 appeared first on Doing CX Right.
I’ve always believed that the Michael Kors’ Call Center should be more than just a point of contact it should be a true extension of our brand’s retail stores’ luxury experience. When we first partnered with an outsourcing provider, I knew we faced a significant challenge: how to make agents not directly employed by Michael Kors feel like authentic representatives of our brand.
Customer Success (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The Customer Success Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025. While our robot overlords arent taking our jobs anytime soon, the report found that AI is transitioning from a nice-to-have experiment to an essential driver of customer engagement and scalability.
By Kristen Hayer Maybe you just inherited a new CS program. Or maybe you know your CS team is facing a bunch of new challenges in 2025. Perhaps your company is poised for significant growth this year, and you know that will mean scaling your CS approach. Any of these situations can cause a CS leader a lot of stress going into the new year. How should you prioritize the long list of projects?
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
Imagine this: Your product receives glowing NPS feedback, with a segment of customers rating you a 9 or 10. These are your Promotersthe most loyal and enthusiastic advocates for your brand. But heres the question: Do you stop there, or do you leverage this invaluable bucket of advocates to drive real business impact?
If youre in customer experience (CX) and not attending the Customer Response Summit (CRS) in Clearwater Beach, Florida, from March 3-5, 2025, you might want to clear your calendar because this is where the future of CX comes to life. Imagine sun-soaked beaches, the pulse of innovative ideas in the air, and a lineup of keynote speakers who arent just shaping the conversation; theyre redefining whats possible.
CFOs scrutinizing the tech stack are quick to question redundancies. When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.
Wondering how to prepare for 2025s rapidly evolving Customer Success landscape? Check out this recent article from ChurnZero on top CS trends predicted by SaaS experts. Kristen Hayer, Founder & CEO of The Success League, shares her sharp insights on how CS teams can drive measurable revenue impactwithout necessarily carrying quotas. Dont miss this fantastic compilation of industry expert's trends to stay ahead of the curve!
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.
Feedback emails are more than just a requests for opinionstheyre a doorway to understanding your customers better, improving your products or services, and building stronger relationships. Whether its a short satisfaction survey or a detailed product review request, feedback emails give you the insights you need to stay ahead of the curve.
Almost one month to the day since ActionIQ was bought by Uniphore , another first-generation CDP has been sold to a large customer experience vendor. This time it's Lytics , founded in 2013, which announced this week that it had been purchased in December by composable CMS and digital experience platform Contentstack. Like ActionIQ, Lytics is a technically advanced product that has kept up with industry trends, making its features available as components, stressing real-time capabilities, and of
#NoBullshitCX #20yearsFuturelab Be like Disneyland. Usually when I start talking about Advocacy Moments, someone in the audience will make a cynical statement: Oh wow, lets all forget our daily jobs, and start delighting customers, be all sunshine and blabla. Honestly, I love those guys, as they give me a perfect hook to reply: So, you are telling us that we should not be like Disneyland, right?
Here at C3Centricity, we publish books ( Winning Customer Centricity, The Winning Secrets Series ), articles, online courses and one of the most popular CPG blogs on customer centricity. That’s because we’re passionate about helping companies successfully adopt a customer-first strategy. Since we founded C3Centricity in early 2011, one of our traditions has been to share the most popular posts on customer experience at the beginning of each new year.
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
Peter just ordered a pizza from his favorite local restaurant, Heaven Pizzas & Snacks. As always, his order was delivered on time with intact packaging.
The DiJulius Group Chief Revolution Officer John DiJulius talks with Leslie Shreve Founder and CEO Productive Day Workload Management and Productivity Expert, Creator of Taskology The Science of Getting Things Done Leslie shows executives how to increase efficiency and productivity by up to 300% in as little as 4 weeks, gain 1-2 hours back. Read Full Article The post 185: Getting Sh*t Done appeared first on The DiJulius Group.
Google Forms is one of the oldest and the simplest survey builders , and it is completely free. You can use it to create several types of forms to capture information like contact details, customer feedback, interests, etc. But it might be the time to look beyond Google Forms and search for Google Forms alternatives, why? Lets find out. Why Is It Time To Go Beyond Google Forms?
As we look back on 2024, its clear that the way businesses listen to and act on feedback has reached new heightsand weve been right there, leading the charge. With groundbreaking advancements in AI, smarter insights, seamless feedback collection across multiple channels, and more intuitive tools, Zonka Feedback has empowered businesses to connect with their customers like never before.
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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