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.
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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: 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
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.
Beyond Philosophy
FEBRUARY 23, 2024
Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.
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.
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.
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!
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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
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.
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.
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.
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.
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
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).
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.
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.
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.
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
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.
SurveySensum
FEBRUARY 23, 2024
Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Sounds like a dream, right? Well, with the power of pulse surveys , that dream can become your reality. Now, what is a pulse survey? Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective.
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.
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.
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
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.
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
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
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.
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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
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.
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).
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
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: 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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