Adrian Swinscoe
FEBRUARY 23, 2024
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.
Futurelab
FEBRUARY 23, 2024
#NoBullshitCX #20yearsFuturelab “Don’t stick to the seemingly obvious.” Feedback is not about the averages. When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). They were especially pleased with the page where we had grouped the results based on the contribution of the customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Customer Think
FEBRUARY 22, 2024
In the dynamic world of e-commerce, understanding your customers is key to success. Meeting customer needs is critical in today’s competitive e-commerce landscape. Digital platforms have raised consumer expectations by offering a wide range of products and services. Customer-centricity is more than a trend; it is a strategic approach that sets companies apart.
Totango
FEBRUARY 23, 2024
The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Adrian Swinscoe
FEBRUARY 20, 2024
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.
Doing CX Right
FEBRUARY 19, 2024
Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 21, 2024
Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.
Customer Think
FEBRUARY 18, 2024
At its core, a data warehouse is a centralized repository that stores data from multiple sources in a structured format, enabling organizations to perform complex analytics and generate insights. Unlike traditional databases, which are optimized for transactional processing, data warehouses focus on analytical processing, facilitating strategic decision-making based on historical and real-time data.
Execs In The Know
FEBRUARY 21, 2024
People are excited about AI and hyperautomation , and for a good reason. AI has the potential to automate complex enterprise tasks that involve human thinking and related behavior. AI-driven hyperautomation for the enterprise looks like the current state of self-driving cars. We’ve got Teslas that can drive people to places on demand, and Waymo is roaming the streets of San Francisco and Phoenix with no driver at all!
Totango
FEBRUARY 23, 2024
What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Beyond Philosophy
FEBRUARY 22, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse
DMG Consulting
FEBRUARY 19, 2024
Donna Fluss talks about Digital Channels Contact Centers need to meet their customers on the channel of their choice. The post Donna Fluss talks about Digital Channels appeared first on DMG Consulting.
Customer Think
FEBRUARY 21, 2024
When it comes to the mobile ecosystem, change is the one constant we can count on. During the pandemic, brands were nimble and adopted new mobile technologies and strategies to reach their customers digitally. In 2023, we saw brands evolve and become more strategic across the mobile customer lifecycle.
The DiJulius Group
FEBRUARY 21, 2024
Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Zonka Feedback
FEBRUARY 22, 2024
The key to extracting valuable information, insights, feedback, and opinions through your customer surveys lies in the art of crafting well-designed questions. Survey questions play a crucial role in the success of your surveys.
Logicalware
FEBRUARY 18, 2024
The Royal Borough of Kingston Council , serving the vast community of Kingston Upon Thames in Greater London, stands as a pivotal local authority among the 32 borough councils in the United Kingdom’s capital city. Proudly acting as the initial and concluding touchpoint for their 129,000 citizens, the council manages an array of enquiries, ranging from bin collections and birth registrations to marriage notifications, council tax queries and more.
Customer Think
FEBRUARY 22, 2024
For those not familiar with my work, I’m an active author, consultant, researcher and trainer in CX and EX (and also a member of CustomerThink’s Hall of Fame).
Zendesk
FEBRUARY 23, 2024
What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. While customer or buyer persona templates can vary depending on your business needs, they generally include demographic information, interests, motivations, frustrations, and more.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Zonka Feedback
FEBRUARY 21, 2024
Customer feedback – it's the key to understanding your audience, building stronger relationships, and ultimately, driving business success. But navigating the vast landscape of this feedback can feel like venturing into a data abyss, teeming with diverse formats and hidden insights. Here's where the crucial distinction between structured and unstructured data comes into play.
RateMyService
FEBRUARY 23, 2024
AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy. Despite the airline’s investment in AI to create better customer experiences, the chatbot’s error led to the contrary and tarnished the airline’s reputation.
Customer Think
FEBRUARY 20, 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security issues. This trust challenge has been exacerbated over the last year with the emergence of Generative AI. Recent research by Qualtrics XM Institute reveals how big this challenge has become.
Intercom
FEBRUARY 22, 2024
We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. But with the transformative arrival of generative AI, that equation is changing, fast. Everyone aspires to be able to demonstrate value for what they do. But while great customer service could easily show how it generated value for customers by solving their problems, it was often harder for customer service teams to demonstrate the long-term value it generated for the business
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Zonka Feedback
FEBRUARY 19, 2024
With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.
Lightico
FEBRUARY 22, 2024
The insurance industry is experiencing a transformative wave of innovation driven by Intelligent Document Processing (IDP). In an era where efficiency, accuracy, and speed are paramount, IDP emerges as a game-changer, revolutionizing insurance operations and redefining the landscape of document processing. In this article, we delve into the transformative potential of IDP in the insurance industry (we also cover IDP in Auto Finance here ) , exploring its myriad benefits and real-world applicatio
Customer Think
FEBRUARY 20, 2024
I recently read a blog post by Seth Godin titled, “The four cohorts of the status quo“ It reminded of the fact that as leaders, we need to understand the concept of status quo, how to leverage it and deal with it, as appropriate.
Hodusoft
FEBRUARY 22, 2024
The Future of Communications: How IP PBX is Transforming the Landscape for MSPs “After all, it’s the future of business communication that we’re looking toward.” What former AOL’s CEO James Love Barksdale said for the Internet in the late 90s can be said for Internet Protocol Private Branch Exchange (IP PBX) communication systems in the present era, especially for Managed Service Providers (MSPs).
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Zonka Feedback
FEBRUARY 22, 2024
Creating a feedback form that garners valuable insights is crucial for businesses looking to improve their services or products. Whether you aim to measure customer satisfaction, gather product feedback, or enhance your overall service, a well-designed feedback form can be a powerful tool.
SurveySensum
FEBRUARY 22, 2024
Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. So, what will you do – you’ll start looking for better opportunities. It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared t
Customer Think
FEBRUARY 20, 2024
Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense.
Logicalware
FEBRUARY 22, 2024
It’s common knowledge that happy employees make happy customers. However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. Recognising this reality, forward-thinking companies are embracing the critical importance of comprehensive training programmes for their contact centre employees (who, after all, are the most important resource of a contact centre).
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Expert insights. Personalized for you.
147 
Let's personalize your content