Uniphore
JANUARY 4, 2022
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Adrian Swinscoe
JANUARY 4, 2022
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.
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Inside Customer Service
JANUARY 6, 2022
Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know. the rest of the story!" We often miss the rest of the story when we interact with customers.
Intercom, Inc.
JANUARY 5, 2022
There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. Cyber attacks have gone up 125% from the previous year, and with companies shifting to partial or fully remote settings, it shows no sign of slowing down. In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-par
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Really? Are we called to duty on the frontline battling customers? Doctors and nurses don’t serve their ailing patients. They care. So shouldn’t customer service be customer care? Or even better …. We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion.
Adrian Swinscoe
JANUARY 6, 2022
Today’s interview is with Andrea Prazakova, who is Senior Vice President Customer Experience at Mastercard in the UAE and David Boucher, the Chief of Service Excellence […]. The post CX, loyalty and retention – Lessons from diverse industries – Interview with Andrea Prazakova of Mastercard and David Boucher of Aster DM Healthcare first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
JANUARY 6, 2022
test3. The post test3 appeared first on ECXO - European Customer Experience Organization.
cxservice360
JANUARY 7, 2022
Customer experience trends continue to change and evolve at a rapid rate. Here is a guide to what consumers can expect from brands and companies in the new year: A Focus On Pleasurable Online Experiences As the pandemic continues, customers are largely relying on digital services and communications with brands. A year or two ago, Read more. The post The Top Customer Experience Trends to Know About in 2022 appeared first on CXService360 - Customer Service Articles, Stories and more.
Experience Investigators
JANUARY 5, 2022
Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success.
Callminer
JANUARY 3, 2022
There are many ways to measure customer satisfaction. Read this blog to learn about the most common measurement types and how they impact your brand.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Customer Think
JANUARY 2, 2022
There are a lot ways the Customer Relationship Management software market continues to evolve. But from my vantage point I find the most telling evidence of CRM maturity to be based on who benefits. And over three decades I have observed a clear patter.
The DiJulius Group
JANUARY 3, 2022
The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900. Read Full Article.
C3Centricity
JANUARY 3, 2022
Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Just like 2020, covid has forced all of us to be a little more creative and a little less demanding in our work.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.
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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.
Customer Think
JANUARY 4, 2022
A marketer’s goal is to create unique and engaging content that resonates with the target audience. Learning what the competitors are publishing is a vital step to achieving that quintessential objective. Let’s understand how you can use the following quick and easy steps to research and analyze competitive content. Advantages of Analyzing Competitive Content First, […].
Shep Hyken
JANUARY 4, 2022
Intelligent Virtual Assistant. The Opportunities and Fears Surrounding Intelligent Virtual Assistant. Shep Hyken interviews Genefa Murphy, the Chief Marketing Officer for Five9. They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience.
Aquire
JANUARY 6, 2022
Let’s face it: remote work is here to stay. And with the rise of the digital workforce, the right online business tools can really help improve how you run your business. This is a complete list of the best online business tools to skyrocket business growth. In fact, these tools will help your organization: Collaborate online remotely Improve workflow efficiency Manage files, projects, and tasks Provide valuable insights into business decisions Collect data and process online payments Support cu
Zendesk
JANUARY 5, 2022
Every salesperson is eager to hit their monthly quota—the more sales, the better. But the road to that finish line is reliant on a set of key players: sales leads. Before sales reps can meet their targets, they need a clear understanding of what a sales lead is and how a lead is different from a prospect. They must also be armed with proven lead generation strategies to get people on the path to becoming a customer.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Customer Think
JANUARY 4, 2022
Google is constantly evolving its algorithms to display the users the most accurate, relevant, and secure pages. And every year, it seems to introduce more and more updates every year. Knowing what kind of updates have been made will help you keep up with SEO best practices, improve your rankings, and understand any reasons behind […].
CommBox
JANUARY 4, 2022
Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis. What does all of this mean? It’s simple: get on board, or get left behind.
Conversation Agent
JANUARY 5, 2022
“An old fisherman offers a diver some advice. You can go underwater in two ways, he says, taking a bit of coral and tossing it into the sea. Then he cracks a coconut and pours its milk into the water. The coral is still coral but the milk is now sea, he says. Be not like the coral, but like the coconut.”* How are we going to adapt to the depths of thought and action we need to create a new narrative?
Beyond Philosophy
JANUARY 1, 2022
Our listeners have problems and they let us know about it. For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.
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.
Customer Think
JANUARY 4, 2022
Email is the biggest marketing tool we have — and maybe even the only tool. There are an endless number of ways to use email to its best advantage, but if a website doesn’t have a list of design tips, how do you know what to do? This infographic will go through 7 email design […].
Knowmax
JANUARY 7, 2022
The post 5 reasons why you should adopt ticket deflection at your contact center appeared first on Knowmax.
Zendesk
JANUARY 7, 2022
Today’s businesses are looking to provide customers with improved experiences while decreasing service costs—and they’re quickly learning that chatbots and conversational AI can facilitate these goals. By 2024, experts say the global chatbot market will reach $9.4 million. What customer service leaders may not understand, however, is which of the two technologies could have the most impact on their buyers and their bottom line.
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
JANUARY 6, 2022
The past year has taken its toll on both employees and the companies for which they work. A study on the post-pandemic workplace, conducted by the Organization for Economic Co-operation and Development (OECD), validated this. Many employees who had to adjust to full-time telecommuting, or who had to work onsite in half-empty, social distancing-mandated offices, […].
Aquire
JANUARY 7, 2022
In this customer-centric era, delivering exceptional customer service is crucial for long-term business growth. But no matter how great your customer service is, you can always improve by learning from industry experts. Finding a great book is one way of doing that. Investing your time and money in reading it gives you access to an invaluable cache of expert knowledge.
Comm100
JANUARY 6, 2022
If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In a recent study, this exact finding was discovered. 67% of customers said they would spend more money if they received a better customer service experience. With so much riding on CX, alongside momentum from the pandemic, 2022 will see digital CX excellence become a key growth strategy across industries.
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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.
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