Beyond Philosophy
JANUARY 25, 2024
You might recall how I like to say, “None of us are as clever as all of us.” Recently I decided that I would like to leverage the power behind that phrase. So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Sound fun? Then, click here to learn more and submit.
Callminer
JANUARY 22, 2024
Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.
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Adrian Swinscoe
JANUARY 26, 2024
Today’s interview is with Juanita Coley, who is best known as the “Contact Center Whisperer” and is also the CEO and Founder of Solid Rock Consulting, […] The post The raw and honest truth about what agents think about their jobs – Interview with Juanita Coley first appeared on Adrian Swinscoe.
Customer Think
JANUARY 22, 2024
This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).
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
Totango
JANUARY 22, 2024
This year, the customer success (CS) industry faces a critical choice — either assume the role of strategic growth driver by adopting revenue goals for the business, providing greater accountability to customers, and forming tighter cross-functional alignment with partners—or stick to the status quo, maintaining business as usual and leaving untapped potential on the table.
Beyond Philosophy
JANUARY 26, 2024
This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JANUARY 20, 2024
‘What should we do to make our customers more loyal to our brand?’: this is probably one of the oldest questions that companies ask themselves, right? But it’s also the wrong one. They should turn that question around and ask themselves, ‘What can we do to show our loyalty to the customer?
The Customer Service Blog
JANUARY 21, 2024
Over the last few months inflation has come down in the UK. But what does this really mean? Put simply, it means that prices are still rising, but they are rising at a slower rate than they were previously. But that only tells us half the story. For example, what if the month-on-month comparison of prices did not take account of changes to the products themselves?
DMG Consulting
JANUARY 24, 2024
Most departments in contact centers do not have flexibility because of the nature of customer service. The post How can contact centers reduce shrinkage? appeared first on DMG Consulting.
The DiJulius Group
JANUARY 24, 2024
When sales guru Morné Smit sits down to chat, you know it’s time to take notes. His journey from a humble sales start to revolutionizing company growth is nothing short of inspiring, and that’s precisely what we get into in this episode. On this episode of The Customer Service Revolution, with Morné at the helm, Read Full Article The post 140: How to Build a World-Class Sales Team appeared first on The DiJulius Group.
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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
JANUARY 20, 2024
What do you know today that was unknown to everyone a year ago? In an immature field like Customer Experience Management, there are plenty of new things to discover! When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth.
Help Scout
JANUARY 24, 2024
Explore the use of AI in ecommerce, understand future trends, and learn how to successfully leverage artificial intelligence to enhance your online business.
Zendesk
JANUARY 24, 2024
What is an onboarding process? An employee onboarding process refers to the steps that integrate new employees into an organization. It is a comprehensive and strategic approach to introducing new hires into the company culture, helping them acclimate to their new roles and providing them with the necessary information to succeed. Dealing with high employee turnover rates brings several challenges to a business.
TeamSupport
JANUARY 22, 2024
Businesses are continually seeking innovative ways to enhance efficiency and improve the overall customer experience. One such transformative tool that has gained prominence is automation. In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Customer Think
JANUARY 25, 2024
The retail landscape continues its dynamic evolution, driven by the unprecedented array of choices available to consumers and heightened reliance on comprehensive product content throughout the shopping journey, both in-store and online. In fact, nearly 85% of consumers value product content over brand recognition.
Doing CX Right
JANUARY 22, 2024
Are you facing gaps in your customer journey across channels? Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured podcast guest, Sean Albertson. The post The Analytics Edge – Transforming Customer Insights into Business Wins appeared first on Doing CX Right.
CX Network
JANUARY 25, 2024
British supermarket Waitrose is using AI to drive personalization and improve the online shopping experience - CX Network
Execs In The Know
JANUARY 26, 2024
COPC Inc. regularly conducts research on various topics as part of our consulting work. In November 2023, we surveyed credit card customers in the United States (U.S.) to query them about their satisfaction when they required support. The research included responses from an online survey of 836 credit card customers in the U.S. Of these 836 customers, 344 (41%) had contacted customer service by phone about their credit card in the previous three months.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Customer Think
JANUARY 22, 2024
I originally wrote today’s post for CX Network. It appeared on their site on October 17, 2023. I have seen many articles that refer to a company’s “customer-centric people,” “customer-centric behavior,” “customer-centric tips,” “customer-centric marketing,” etc. I’m sure you’ve read many of them.
InteractionMetrics
JANUARY 26, 2024
In this episode of the podcast Distribution Talk , Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and elevate call center interactions based on four key dimensions : Efficiency, Information, Connection, and Differentiation; within each
SurveySensum
JANUARY 26, 2024
So, my friend Claire is a fitness freak. Recently, she stumbled across a website offering a revolutionary fitness gadget. Intrigued, she navigated the website and product and finally placed the order. When the package arrived, she found some glitches and contacted customer support for assistance. The responsiveness and effectiveness of the support team in resolving her issue became a pivotal moment in Claire’s customer journey.
TeamSupport
JANUARY 25, 2024
Selecting the right customer support solution can feel like a daunting task, especially with so many options available in the market. However, it's a crucial decision that can significantly impact the success of your customer service department and, consequently, your business at large. Here are some tips from our TeamSupport experts on how to choose the solution that fulfills your requirements without breaking the bank.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Customer Think
JANUARY 20, 2024
The IT industry is full of bright ideas. So many bright ideas spawn rags-to-riches stories, and garage-to-glass building offices, but don’t get fooled by the glamor here. For every success story, there are countless failures. Dig deeper into it and blame will go to the founder or the development team.
Zendesk
JANUARY 25, 2024
What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. Customer service technology has come a long way from the oldest documented customer complaint inscribed on a more than 3,700-year-old clay tablet.
NGDATA
JANUARY 25, 2024
Sensors are important for improving customer experience in banking and retail environments. U.S. Bank attends CES to find new tech and applications, and is interested in facial recognition for ATM access. Employees help vendors understand banking needs. Source The post How U.S. Bank Took a CES ‘Safari’ to Hunt for Innovation appeared first on NGDATA.
SurveySensum
JANUARY 25, 2024
Not too long ago, I completed a project for a client, and they were genuinely satisfied with our work. Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? The prospect was thrilling, but then, I found myself in a bit of a conundrum – the tricky task of asking for a REFERRAL.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Customer Think
JANUARY 22, 2024
Premise: One of the key tasks that leaders face is to make sense of all the different things that are happening around them – the shifting technology, geopolitical and competitive landscapes and respond (or find the opportunity within the context) appropriately. Nitin Nohria also writes about this in a HBR Magazine article titled – Leaders Must React.
Hodusoft
JANUARY 24, 2024
Personalization Strategies for Inbound and Outbound Banking Calls: A Technology Perspective Within the quickly changing banking industry, where the customer experience is paramount, the concept of tailored interactions has become increasingly important. Both incoming and outgoing banking calls have evolved into strategic points of contact where personalized experiences are created by fusing technology and human interaction.
NGDATA
JANUARY 25, 2024
The new year is here, and it's time to leave the past behind. Each year has been unique, even when dealing with familiar issues. Looking to 2024, some changes are predictable, such as fluctuating interest rates and increased AI use, while others are uncertain. Credit unions should plan for multiple scenarios, just as they have done since 2020. Source The post 6 predictions for 2024 appeared first on NGDATA.
Zonka Feedback
JANUARY 24, 2024
Net Promoter Score® (NPS®) is one of the top customer satisfaction metrics that help you understand your business through the eyes of the customers. NPS survey is a simple, yet effective survey that helps to measure customer loyalty by asking the customers about their probability of recommending a business to others.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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