Adrian Swinscoe
DECEMBER 18, 2023
This is a guest post by Jeanicka Rhey, a content writer. Quality customer service holds immense importance for businesses, impacting customer satisfaction and loyalty significantly. In […] The post The AI agent revolution: Changing the dynamics of customer service first appeared on Adrian Swinscoe.
Callminer
DECEMBER 17, 2023
Generative AI is extremely powerful, but when it comes to TCO it’s important to understand the implications of building your own AI-powered conversation intelligence solution vs. licensing one.
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ECXO
DECEMBER 20, 2023
The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.
Customer Think
DECEMBER 21, 2023
In the realm of artificial intelligence (AI), Large Language Models (LLMs) have emerged as game-changers, wielding a profound impact on how businesses interact with and enhance the experiences of their customers. From personalized interactions to advanced language understanding, the capabilities of LLMs are reshaping the customer experience landscape.
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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.
Totango
DECEMBER 20, 2023
We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success softwa
Callminer
DECEMBER 21, 2023
The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
DECEMBER 17, 2023
Today’s interview is with Debbie Levitt, who is the CXO of Delta CX and the author of Customers Know You Suck. Debbie joins me today to […] The post Customers don’t want minimally viable anything. They just want quality – Interview with Debbie Levitt first appeared on Adrian Swinscoe.
TeamSupport
DECEMBER 20, 2023
As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.
Intercom
DECEMBER 18, 2023
You satisfy your customers, but can you satisfy our curiosity? With Javier Muñiz , Customer Success Lead at Bookinglayer. Please tell us a little bit about your company and what you do there. Bookinglayer is a booking software for businesses with complex booking needs, offering packages that usually combine accommodation, activities, and/or services.
Gainsight
DECEMBER 19, 2023
A carefully crafted customer journey is not static. They shift and change with your products, your markets and even your go-to-market strategy. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.
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.
Customer Think
DECEMBER 18, 2023
Over the years, I’ve written a lot about customer understanding. Even wrote a book on it. In those writings, I’ve said that there are three ways to achieve customer understanding: listen (feedback, data), characterize (personas), and empathize (journey maps).
Beyond Philosophy
DECEMBER 22, 2023
This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences.
Intercom
DECEMBER 19, 2023
Tech revolutions can sometimes be hard to notice at the very beginning, but the arrival of ChatGPT and generative AI over the past 12 months was not so much a tremor as an earthquake, transforming tech and reshaping entire industries. It’s fair to say 2023 was not a mere “turning point” or one of those all-too-common “paradigm shifts” – no, 2023 was one “WTF just happened” moment after another.
Customer Service Life
DECEMBER 20, 2023
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.
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.
Heart of the Customer
DECEMBER 21, 2023
Authors: Topher Mitchell & Jim Tincher This blog is authored by Topher Mitchell, the creator of Qualtrics’ Value Advisory function, and Jim Tincher, the CEO and founder of Heart of the Customer. The article was originally published by Qualtrics. Customer experience is good for business. You believe that, and so does your leadership team. Unfortunately, […] The post To be a change maker in CX, focus on business outcomes appeared first on Heart of the Customer.
Beyond Philosophy
DECEMBER 21, 2023
I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2
Lumoa
DECEMBER 19, 2023
Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement. However, manually sifting through and evaluating this feedback can be incredibly time-consuming.
Customer Think
DECEMBER 18, 2023
This holiday season, an increasing share of gift givers are shopping with the phrase “you shouldn’t have” in mind. Four in 10 consumers said they expect to bring at least one gift back to retailers this holiday season, according to a report in Chain Store Age.
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
Win the Customer
DECEMBER 20, 2023
In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.
Beyond Philosophy
DECEMBER 16, 2023
The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Exciting or nerve-wracking—depends on which way you look at it.
Hodusoft
DECEMBER 21, 2023
Leveraging Advanced Call Center Software- Enhancing FCR in Banks and Financial Institutions Witness the evolution of the banking and financial landscape as it progresses into a new era of customer service excellence, driven by cutting-edge technology and real-time statistical insights. In today’s highly competitive business world, the demand for flawless customer support has stimulated transformative advancements.
Customer Think
DECEMBER 16, 2023
Today, everyone and everything is a part of the digital revolution. Even the smallest technology is labeled “game-changing” or “next-level.” As such, you never really know which technologies are actually useful and will help you transform customer experiences and which ones are simply a fad.
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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.
The DiJulius Group
DECEMBER 20, 2023
Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new.
Doing CX Right
DECEMBER 17, 2023
Are you struggling to balance AI with genuine customer interactions? Discover how call center agents bridge the gap, offering invaluable insights and strategies. The post The Human Touch in the AI Era: The Crucial Role of Call Center Agents appeared first on Doing CX Right.
Zonka Feedback
DECEMBER 22, 2023
Since most organizations around the globe have realized the power of customer feedback to boost their business growth, they use various types of surveys to capture feedback from their customers. Among the different survey types, matrix surveys have emerged as a powerful way to gather customer feedback about various aspects of the products, services, and overall business in a simple and quick manner.
Customer Think
DECEMBER 18, 2023
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase.
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
TeamSupport
DECEMBER 18, 2023
“It’s the most wonderful time of the year” doesn’t always ring true for customer service or support teams. Though some industries might slow down during the month of December, others get more hectic and tensions can run high. Ever wonder what to say to diffuse the situation when a customer is ranting and raving about a problem that’s difficult to solve?
Doing CX Right
DECEMBER 18, 2023
Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.
Zonka Feedback
DECEMBER 20, 2023
In the competitive realm of the insurance industry, understanding the nuanced needs of policyholders is paramount. Catering to the diverse financial security requirements and risk appetites of potential customers shapes the core of insurance selling.
Customer Think
DECEMBER 21, 2023
With new and rapidly evolving technologies like artificial intelligence (AI) continually transforming the retail industry, many businesses are falling behind their competitors because they’re unclear where to start when it comes to integrating it into their operations.
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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.
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