CX Network

MAY 14, 2024

Jeannie Walters explains five challenges that plague CX leaders and explains what you can do to overcome them

Customer Experience 120

Customer Experience CX 120

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 324

Technology Technology AI CX 324

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.

Touchpoint 197

Touchpoint Customer Journey Map Education CX 197

Futurelab

MAY 17, 2024

#NoBullshitCX #20yearsFuturelab “Take. Small. Steps.” I have promised to share some worst practice stories here as well. Here you go: a “Death by PowerPoint” presentation to international management of a global payment organization. I was supposed to talk about CX topics in general, and Voice of the Customer specifically. I was so enthusiastic about the topic, I threw the whole encyclopaedia at them: 150 slides in one-and-a-half hours.

VOC 157

VOC Voice of the Customer CX 157

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

Customer Satisfaction

Adrian Swinscoe

MAY 17, 2024

Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.

Innovation 147

Innovation Artificial Intelligence Customer Satisfaction Technology 147

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Social Media 148

Social Media Customer Service CX Customer Loyalty 148

Futurelab

MAY 15, 2024

#NoBullshitCX #20yearsFuturelab “Ask your customers.” Customer innovation geeks (me included) like to tell “rags to riches” stories about how companies reinvented themselves based on a brilliant insight or a truly creative approach. But I would still argue that the biggest customer impact can be made by changing something mundane and familiar, often barely visible on the outside.

VOC 157

VOC Manufacturing Voice of the Customer Innovation 157

Adrian Swinscoe

MAY 13, 2024

This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […] The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.

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147

Totango

MAY 15, 2024

“AI may not replace me, but AI will definitely change the way I work.” This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. As CS grapples with rapidly evolving AI opportunities, executives from top companies gathered to share their hot takes on the advancements that will shape the future of the industry.

AI 106

AI Sales Innovation B2B 106

ECXO

MAY 12, 2024

Mastering the Fine Art of Delivering Candid Feedback for better CX and EX We all know by now that Customer Experience has become a key differentiator for businesses of all sizes. Companies that prioritize customer experience are more likely to retain their customers and attract new ones. However, delivering candid feedback to customers can be challenging.

Construction 156

Construction CX Customer Experience VOC 156

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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.

VOC

Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

AI 88

AI CX Touchpoint Customer Experience Management 88

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

Customer Satisfaction 62

Customer Satisfaction Retail Customer Service Customer Expectations 62

Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Innovation 98

Innovation AI Start-ups Government 98

Customer Think

MAY 14, 2024

CX Design: What Can Companies Do to Compete with Tech Giants? – Part II Medium and small players entering markets dominated by giants like SAP, Oracle, and Salesforce face some substantial challenges, with significantly fewer resources at their disposal. However, they also have unique opportunities to differentiate themselves and capture market share.

CX 100

CX Innovation Technology Technology 100

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.

AI

Lumoa

MAY 16, 2024

Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.

Machine Learning 78

Machine Learning ML Engineering Text Analytics 78

The DiJulius Group

MAY 15, 2024

Growing up in the shadow of a family business feels like living within the pages of history, every turn a new chapter waiting to be written. On this episode of The Customer Service Revolution, that’s the energy Brian Blaushild, president of Famous Supply, brings as he recounts the story of a company that has weathered. Read Full Article The post 156: The Famous Way appeared first on The DiJulius Group.

Customer Service 91

Customer Service 91

DMG Consulting

MAY 15, 2024

This is the first in a series of videos that will explore how AI in enhancing things in contact centers across the globe. The post 10 Topics in our A.I. Series appeared first on DMG Consulting.

Contact Center 62

Contact Center AI 62

Customer Think

MAY 13, 2024

These days, everybody in business is talking about AI. We’re inundated with research and data about the percentages of people who report this or that about it, especially as it has begun to be employed in customer service use cases.

AI 81

AI Customer Service Technology Technology 81

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.

AI

Intercom

MAY 14, 2024

We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? Until now, you’ve probably spent your days: Constantly putting out fires, moving from one problem to the next. Getting easily sucked into manual tasks, trying to figure out why the backlog is growing, who’s stuck and needs help, where you can reassign tickets and how many times customers have asked the same question.

AI 62

AI Start-ups Touchpoint Sales 62

The DiJulius Group

MAY 14, 2024

How to Woo Job Candidates Recently, I interviewed author Scott Greenberg on the Customer Service Revolution podcast episode 147. Scott shared a great example of how to woo potential job candidates during an interview process. One business owner reserves a parking spot right up front that says, “Welcome, Sherri.” Then, when the candidate walks inside, Read Full Article The post Learning What Frustrates Your Customers from Unexpected Sources/ Making Your Entry-Level Positions More Attractive / How

Customer Service 89

Customer Service Customer Experience 89

Zonka Feedback

MAY 16, 2024

Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.

CX 59

CX Customer Relationship Technology Technology 59

Customer Think

MAY 14, 2024

A new CCMC study of 8,500 respondents has found difficult-to-handle Covid/Supply Chain/Inflation issues have come to the fore along with more intense emotions and social media use. And, surprisingly, much higher levels of delight with some responses, especially digital.

Social Media 75

Social Media Customer Loyalty 75

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 Experience

Hodusoft

MAY 17, 2024

What Is Computer Telephony Integration (CTI)? An In-Depth Guide Does the term “Computer Telephony Integration” ring a bell? If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.

Contact Center 52

Contact Center CRM Compliance Customer Relationship Management 52

InteractionMetrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

Net Promoter Score 52

Net Promoter Score Customer Experience Mystery Shopping NPS 52

NGDATA

MAY 16, 2024

Community banks are embracing innovation and technology to stay competitive. ChoiceOne Bank built its loan origination platform and offers it to other financial institutions. BAC Community Bank has hired professionals with data analysis backgrounds to help with software and other projects. Seattle Bank launched CD Valet to increase deposits and help other banks do the same.

Innovation 52

Innovation Technology Technology 52

Customer Think

MAY 14, 2024

(This Research Round-Up discusses the 2024 B2B content consumption report from NetLine Corporation. NetLine publishes this report annually, and it consistently provides a wealth of real-world insights about how business professionals actually consume marketing content.

B2B 72

B2B 72

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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.

AI

Intercom

MAY 16, 2024

It’s no secret that AI is creating an entirely new way of working for customer service teams. And while the benefits are obvious, embracing a completely new way of working can still feel pretty daunting. The good news is that it doesn’t have to. While teams are becoming increasingly excited about AI’s potential – like its ability to automate away routine tasks and focus on more nuanced, challenging problems – there’s still some uncertainty around how to actually get up and running wi

AI 52

AI Customer Service Start-ups Technology 52

LitmusWorld

MAY 16, 2024

Leveraging NPS® to Identify and Nurture Brand Promoters for Business Growth In today’s competitive landscape, where customer experience reigns supreme, businesses need to continuously measure and enhance their CX performance in order to stay relevant. Hence it is imperative to choose a metric that is a powerful indicator of customer […] Leveraging NPS to Identify and Nurture Brand Promoters for Business Growth appeared on LitmusWorld.

Business Growth 52

Business Growth NPS CX Customer Experience 52

NGDATA

MAY 16, 2024

The Jack Henry Strategy Benchmark survey found that growing deposits is a top priority for financial institutions. Both banks and credit unions plan to increase tech spending on fraud detection, digital banking, and data analytics. Net interest margin compression and deposit attrition/displacement are top concerns. Financial institutions plan to embed fintech and serve niche markets like SMBs.

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Customer Think

MAY 12, 2024

We are hearing a lot these days about “getting to the root of the problem” including fixing Boeing’s 737 jet problems and in the recent obituary for Ford Motor Company’s CEO in the 1980s, Donald E.

AI 72

AI CX Contact Center Technology 72

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.

Technology