Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
Adrian Swinscoe
FEBRUARY 6, 2023
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Providing exceptional customer service has always rested at the heart of […] The post Service for Generation Z – How to assist this tech-savvy generation first appeared on Adrian Swinscoe.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
FEBRUARY 5, 2023
Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences.
The Belding Group
FEBRUARY 8, 2023
Most of us have 'internal customers' - people in our own company who rely on us to provide them with some level of service or support. Unfortunately, just as there are difficult external customers, there are also difficult internal customers. Shaun Belding | www.shaunbelding.
Advertisement
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.
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.
Fonolo
FEBRUARY 9, 2023
In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Its origins go back over five decades, to the earliest days of call centers. What is the Purpose of Service Levels? Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Belding Group
FEBRUARY 8, 2023
It's frustrating when other people's concepts of time appear to be completely out of sync with yours. It's one of the things that makes external and internal customer service challenging. Shaun Belding | www.shaunbelding.
Experience Investigators
FEBRUARY 7, 2023
How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors , according to Harvard Business Review. So why should customer experience leaders care about customers who are no longer customers??
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.
C3Centricity
FEBRUARY 7, 2023
Rapid market changes are being witnessed in many industries, forcing many companies to adopt a brand new company vision.
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
The DiJulius Group
FEBRUARY 6, 2023
According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.
Customer Think
FEBRUARY 5, 2023
With a recession on the horizon, customers are becoming far more selective with their dollars. Reaching the right people, in the right places, with the right message, is now that much more important.
MyCustomer Experience
FEBRUARY 6, 2023
How Customers are Coping in Difficult Times, and How Your Brand Should Respond If you’re familiar with the Chinese lunar calendar, you.
CX Network
FEBRUARY 10, 2023
CX Network looks at the real-life automation that ChatGPT can facilitate and the brand values it is best suited to
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.
Comm100
FEBRUARY 6, 2023
To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. One of the best strategies to achieve that is tracking and keeping up with emerging industry trends. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.
Customer Think
FEBRUARY 10, 2023
Digital payment refers to the electronic transfer of funds or monetary transactions through digital devices such as smartphones, computers, or other connected devices. This includes various methods such as mobile payments, e-wallets, cryptocurrency, online banking, and contactless payments.
Lumoa
FEBRUARY 7, 2023
The retail and commercial bank based in the UK is processing customer feedback from a variety of channels. They have chosen Lumoa to consolidate that in a single platform and analyze what customers say in real-time. Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers.
Qmatic
FEBRUARY 8, 2023
Much has been written on the positive impact a well-executed customer, patient, or visitor experience initiative can have on your bottom line. And yet many organizations still struggle with how to develop a clear picture of their customer journey that will allow them to devise appropriate customer experience programs that drive growth and revenue.
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
ClientSuccess
FEBRUARY 8, 2023
There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. Of course, no physical trophies will be handed out, but we hope this list will help you as you strive for greater customer satisfaction, retention, and growth.
Customer Think
FEBRUARY 6, 2023
Need to post on Instagram today? Or focus on Twitter? As a business owner or marketer, you likely have to manage multiple social media accounts simultaneously for marketing purposes. And managing social media accounts can be overwhelming without the right strategy to impact your SEO and business goals.
CSAT.AI
FEBRUARY 8, 2023
With the internet buzz around ChatGPT making so much noise it’s easy to miss that AI tools have been a part of customer service for a long time. Plus, there are other GPT-3 and GPT 3.5 based AI tools out there (like Jasper and Youchat and Google’s not-yet-available-to-the-public Bard powered by LaMDA ). This is a growing sector that creates as many questions as it answers.
Doing CX Right
FEBRUARY 5, 2023
Jackie Yeaney, 6x CMO shares customer experience and marketing trends in the digital world based on working at reputable tech companies. Learn why acquiring and retaining customers are no longer about campaigns. The post Marketing & Customer Experience Trends From A CMO Executive Lens appeared first on Doing CX Right.
Advertisement
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.
ClientSuccess
FEBRUARY 8, 2023
Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. In this blog post, we’ll explore three different ownership models that help define roles between sales and customer success teams when it comes to customer renewals.
Customer Think
FEBRUARY 6, 2023
Source: Pexels As a leader, picking your head up out of the day-to-day to set high level goals is critical for moving your business or team forward. However, the act of setting a goal – one that’s attainable, measurable and has a direct impact on your business – can be daunting.
Myra Golden Media
FEBRUARY 10, 2023
One of the biggest challenges for contact center representatives is controlling conversations and guiding customers to the next steps and off the phone. This is particularly difficult when you give bad news or deny a request. Follow my five psychological steps to controlling calls and getting your Average Handle Time (AHT) Down! For more help with call control, check out my De-escalation Academy.
ModSquad
FEBRUARY 8, 2023
Nope, it’s not a sale. It’s not a limited time offer. It’s not a gimmick. That savings is baked into our business model. It’s what you get when you toss out the traditional analog playbooks of call centers and BPOs, and truly embrace the potential of today’s digital world and modern workforce. It’s what we’ve been perfecting for over 15 years. So if you’re like many CX leaders these day, you’re trying to save money without sacrificing quality.
Advertisement
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.
Intercom
FEBRUARY 8, 2023
This past year has come with no shortage of challenges for support teams, but one thing is certain: they’ve shown a huge amount of resilience. Year after year, we see customer expectations continue to increase – and 2022 brought with it a whole new juggling act. Last year, many teams were faced with the Herculean task of trying to balance headcount reductions and fewer resources with the ability to meet – and exceed – the growing expectations customers have of support.
Customer Think
FEBRUARY 6, 2023
One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments. Today, we are discuss.
Myra Golden Media
FEBRUARY 4, 2023
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial. Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily.
MyCustomer Experience
FEBRUARY 8, 2023
The bar for customer success has never been higher – when it comes to online shopping, customers expect excellence and fast service. Coveo’.
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.
Expert insights. Personalized for you.
158 
Let's personalize your content