Adrian Swinscoe
FEBRUARY 14, 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 […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.
Futurelab
FEBRUARY 16, 2024
“Customers don’t bite. Most of them.” Talking to customers is vital for customer-centric product management. But for those who aren’t used to direct customer contact, it can be daunting. When I worked with a leading Greek bank, I trained a team of twenty or so product managers, giving them homework to do in between my visits so we could develop the new approach together.
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Zendesk
FEBRUARY 12, 2024
Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. “Workforce engagement management is key to not only meeting, but exceeding customer expectations.
C3Centricity
FEBRUARY 13, 2024
Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.
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 12, 2024
Today’s interview is with Joe Tyrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX together in a very natural way – Interview with Joe Tyrell of Medallia first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 13, 2024
We’ve all had that neighbor. They’re the one you avoid when taking out the trash or collecting the mail because if you don’t, you’re in for it: the dreaded half-hour update on their prize-winning Schnauzer, a deep dive into their latest hobby, or the most recent gossip on their entire extended family.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Doing CX Right
FEBRUARY 14, 2024
Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. The post Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service appeared first on Doing CX Right.
Beyond Philosophy
FEBRUARY 16, 2024
Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.
Lightico
FEBRUARY 11, 2024
Lenders are taking a more cautious approach and tightening their lending criteria to mitigate risks associated with lending to today’s financially stressed borrowers. Additionally, government authorities and regulatory bodies may intensify their scrutiny of lending. The auto loan application and underwriting process stand as pivotal stages where caution and regulation are highest.
Bill Quiseng
FEBRUARY 14, 2024
From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals.
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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.
Lumoa
FEBRUARY 13, 2024
Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C
The DiJulius Group
FEBRUARY 13, 2024
Do Your Customers Love You? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out in delivering exceptional service in the United States. “Customer service is one of those areas that has historically been viewed as a cost, but our data shows that there’s an opportunity to view it.
Customer Think
FEBRUARY 13, 2024
Imagine the frustration when a customer service interaction takes a turn for the worse. Tension spikes, tempers flare, and by the end, everyone feels exhausted and frustrated.
Doing CX Right
FEBRUARY 12, 2024
Does price and deals win repeat business or customer service experiences? Uncover what sways consumer loyalty and actionable strategies. Read expert views now. The post The Great Debate: Price Versus Customer Service in Securing Brand Loyalty appeared first on Doing CX Right.
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.
Lumoa
FEBRUARY 14, 2024
The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.
The DiJulius Group
FEBRUARY 16, 2024
In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. Thus, the concept of “zero risk” has taken on a whole new dimension. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape.
Customer Think
FEBRUARY 11, 2024
Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty. The strategic integration of first and third-party data offers a robust foundation for achieving these objectives, providing businesses with the insights needed to tailor their strategies across various aspects of customer interaction.
BeyondPhilosophy
FEBRUARY 15, 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: 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. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader
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.
Zendesk
FEBRUARY 14, 2024
Excited about AI, but not sure where to get started? You’re not alone. According to our 2024 CX Trends report , 65 percent of CX leaders see AI as a strategic necessity and reality—one that has rendered previous operations outdated and obsolete. But recognizing this need for change and knowing how exactly to enact it is a different story entirely. Concerns about changing team roles, potential negative impacts to the customer experience, and a perceived lack of transparency around the rollout of
The DiJulius Group
FEBRUARY 14, 2024
Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how. Read Full Article The post 143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience appeared first on The DiJulius Group.
Customer Think
FEBRUARY 15, 2024
Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback. Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI?
Intercom
FEBRUARY 14, 2024
Last year we launched Fin, a breakthrough AI chatbot that resolves your customers’ queries automatically by generating accurate, conversational answers based solely on your support content. Since then, we’ve launched over 20 new improvements to Fin , including answer streaming, clarifying answers, new content sources, answer-level reporting, and more.
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
Zonka Feedback
FEBRUARY 14, 2024
Sharing feedback surveys to collect customer feedback is crucial for any business to know how customers perceive their experiences with its products, services, and the overall business. One of the most common and oldest methods (after traditional paper forms) of sharing feedback surveys with your customers is Link Surveys.
CallCare
FEBRUARY 13, 2024
The latest NHS public satisfaction survey released in March of 2023 revealed a startling trend – a significant drop in overall satisfaction by 29%[1]. This drop brings the total satisfaction from 70% in 2010 to an egregious 41%. This alarming decline highlights the ongoing struggle of the NHS to satisfy the health demands of the public with the results being lower than it has ever been in 41 years.
Customer Think
FEBRUARY 13, 2024
A True Story to Understand the Importance of Service Recovery For confidentiality reasons the names of the airlines company have been changed to X and Y. Recently, I traveled with my wife to Vietnam with a company X in Business class. I have nothing to say about the service on board; it was excellent.
Logicalware
FEBRUARY 13, 2024
Here’s a question: what two words sound the same but are actually worlds apart? That’s right, omnichannel and multi-channel. While they share a common goal of providing customers with multiple ways to interact with a brand, they differ significantly in their approach. Historically known as the call centre, an omnichannel contact centre is so much more than just that one communication channel.
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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.
Zonka Feedback
FEBRUARY 13, 2024
Emotion detection enables businesses to identify customer sentiments from feedback. Using emotional insights, businesses can find ways to delight them.
Execs In The Know
FEBRUARY 16, 2024
In a recent Brand Spotlight from our January issue of CX Insight magazine , Carlos Castano, Senior Director of Customer Experience & Success at Microsoft , delves into the core principles that have shaped his career and the strategies that underpin Microsoft’s customer experience ethos. He believes that great customer experiences start with fostering a positive and empowering environment for employees.
Customer Think
FEBRUARY 16, 2024
Source: Pexels Are you tired of long wait times, scripted responses, and frustrated customers? Enter ChatGPT, the game-changer for the contact center industry. This AI-powered marvel isn’t just a fancy toy; it’s a tool that can transform your customer service operations and take your contact center to new heights.
Logicalware
FEBRUARY 11, 2024
Sutton Council is the local authority for the London Borough of Sutton in Greater London, England. Sutton Council’s contact centre serves over 205,000 residents who seek fast and convenient support. To meet these demands, Sutton Council ’ s contact centre needs to provide support in a way that is efficient, cost-effective and caters to the diverse needs of different age groups and preferences.
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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