Callminer
JULY 22, 2024
Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focused suggestions at the best opportunities.
eglobalis
JULY 25, 2024
Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind. This article explores the reasons behind this disparity, examining factors such as cultural differences, investment levels, regulatory environments, and innovation adoption rates.
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ECXO
JULY 22, 2024
Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships. This article aims to explore the true impact of these elements on B2B growth, debunking the notion that they are secondary to success.
Adrian Swinscoe
JULY 25, 2024
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer […] The post The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot first appeared on Adrian Swinscoe.
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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.
Callminer
JULY 25, 2024
Read this blog to learn how call centers can invest in training to upskill agents in their communication and support skills, in turn improving the call center’s overall performance.
Customer Think
JULY 25, 2024
Introduction This article was originally posted on: [link] Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.
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
JULY 24, 2024
Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […] The post PegaWorld themes speak to the top AI implementation challenges first appeared on Adrian Swinscoe.
C3Centricity
JULY 23, 2024
All CEOs face many challenges, perhaps those of small and mid-sized companies more so than others. However, the current data-rich environment offers an enormous untapped potential for SMEs. Let me explain. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior u
Customer Think
JULY 24, 2024
In the ever-evolving customer support landscape, knowledge managers face the dual challenge of keeping help content relevant and integrating new technologies like AI and automation. Often, they must secure buy-in from stakeholders who may not fully grasp the crucial role effective knowledge management plays in enhancing customer experience (CX) and operational efficiency.
Doing CX Right
JULY 24, 2024
Discover strategies for effective self-advocacy, mentorship, and career progression, especially for women leaders and minorities The post Women Leaders in Male-Dominated Fields: Success Stories and Strategies appeared first on Doing CX Right.
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.
The DiJulius Group
JULY 22, 2024
Learn how to attract top talent by using an interview process like the one we describe here. *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Stop trying to find great employees; instead, focus on becoming the type of business great. Read Full Article The post How to Attract Top Talent – How One Company Attracts the Top 1% appeared first on The DiJulius Group.
Intercom
JULY 25, 2024
One question I often get from customer service leaders I chat with is, “How do I get buy-in for AI-first customer service from execs and company leadership?” This week on our customer service podcast, The Ticket , we asked a couple of our wonderful customers and Declan Ivory , Intercom’s own VP of customer service, how they approached it. TL;DR: Success starts with the story you’re telling.
Customer Think
JULY 26, 2024
In the mid-1990s, an online bookstore in Seattle began analyzing its customers’ reading habits. This unassuming data collection would prove to be a cornerstone of Amazon’s growth into a global enterprise.
Beyond Philosophy
JULY 26, 2024
Did you ever have an imaginary friend? If so, you already have a leg up on this week’s episode. Chances are you created a mental model of your imaginary friend and could predict with 100 percent accuracy how they might react to a given situation. A mental model is a detailed creation of an imaginary customer that helps you determine how a real-life customer might react to a given situation.
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.
Execs In The Know
JULY 26, 2024
Mental health matters. As leaders, embracing this journey is crucial—not just to stay informed but to create environments where well-being is a top priority. It’s about shaping a compassionate future for our teams and ourselves. Recent studies reveal a concerning rise in mental health disorders. Anxiety and depression rates have surged, with many struggling to adapt to rapid changes and uncertainties.
Zonka Feedback
JULY 25, 2024
Explore how to use NPS customer segmentation to understand your customers better. Gather effective insights from your NPS survey and enhance customer experience.
Customer Think
JULY 23, 2024
Around the World, buying and selling things (foreign trade) has become easier for businesses. This lets them work with people in other countries. Even though it’s easier now, companies can still find these deals tricky. Why?
Customer Service Life
JULY 22, 2024
Image by Vlad Vasnetsov from Pixabay Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find solutions for customers. I’m talking about that customer that perhaps has a really cool use case or perhaps they have the odds stacked against them and you’re committed to making it work.
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
Beyond Philosophy
JULY 25, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: So, you know that friction in a Customer Experience is bad. But have you also considered what friction means to an Employee Experience? I’ll give you a hint: it’s also bad. Christophe Martel , founder and CEO of FOUNT , an organization that eliminates workplace friction, does think about it, and we had him as a guest on our podcast.
Experience Investigators
JULY 23, 2024
Can understanding the difference between customer experience and customer service revolutionize your business strategy? Join me, Jeannie Walters, as we unpack this game-changing distinction and explore why it’s so important to have both represented in your organizations in powerful ways. Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well.
Customer Think
JULY 25, 2024
Nearly three decades ago, Michael Porter warned us about the dangers of relying on benchmarking and “best practices” to produce business success. In a landmark Harvard Business Review article, Porter drew a sharp distinction between operational effectiveness – which often involves identifying and implementing best practices – and real business strategy.
Kate Nasser
JULY 21, 2024
Great contact center reps and agents spend most of their time saying yes and delivering resolutions to customers. However, sometimes they must say no. There is a secret set of steps for doing that well. Image by Frederic Gombert via Flickr Creative Commons License. Great Contact Center Reps Know How to Say No Most of […] The post Great Contact Center Reps: The Secret to Saying No | #PeopleSkills #cctr appeared first on KateNasser.com.
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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.
CX Network
JULY 26, 2024
The key highlights from every session at CX Network's All Access: Future Contact Centres 2024
Zonka Feedback
JULY 26, 2024
In today's competitive market, enterprises constantly seek ways to drive revenue growth. Despite investments in product development and marketing, many still struggle with customer retention and loyalty. The solution? Leveraging the Net Promoter Score.
Customer Think
JULY 26, 2024
B2B marketers are experimenting with GenAI for content marketing tasks from personas to content marketing strategy to messaging, content, social posts, and more. Most are also doing so without a strong foundation for validating the outputs ChatGPT or its peers produce. We know that the output from basic prompts is mediocre. My concern is whether […] The post B2B Marketers Use a Buyer MVP to Excel with GenAI appeared first on Marketing Interactions.
NGDATA
JULY 24, 2024
The use of AI in marketing reveals that AI technologies are rapidly transforming the landscape of digital marketing. Marketers are increasingly leveraging AI tools to personalize content, predict consumer behavior, and automate interactions, leading to more efficient and targeted marketing efforts. This shift is also driving a surge in demand for AI-related skills among professionals, prompting many to pursue upskilling opportunities.
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
CX Network
JULY 25, 2024
In the age of endless choice and competition, customer retention is a key challenge.
Help Scout
JULY 23, 2024
Learn five compelling reasons great customer service is important and why it’s something your business can’t do without.
Customer Think
JULY 24, 2024
Do you need to lose 10 pounds? Are you exercising as much as you need to? What about your eating habits – should you be eating healthier? I bet there are several things you need to do to be healthier that you’re not doing. Is it because you don’t have a need? Nope.
Zonka Feedback
JULY 23, 2024
The Voice of the Patient (VoP) is rapidly becoming a cornerstone of quality care in the healthcare industry. At its core, VoP encompasses the diverse opinions, preferences, and experiences of patients, providing valuable insights that can drive improvements in healthcare services. A recent study by the Journal of Patient Experience revealed that healthcare facilities implementing structured VoP programs experienced a 20% increase in patient satisfaction scores.
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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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