Zonka Feedback
MARCH 26, 2023
Every product or service offered by any company worldwide was developed to address a target audience's pain points. But sometimes, we can create additional pain points for our customers through inefficiencies in the customer journey.
MyCustomer Experience
MARCH 30, 2023
Knowing your customer and knowing your partner is not all that dissimilar. The difference between them, however, is that knowing your.
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Callminer
MARCH 31, 2023
Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.
Adrian Swinscoe
MARCH 31, 2023
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. There is an infinite amount of data in contact centres but what […] The post Enjoy a slice of customer data analytics Pi(e) first appeared on Adrian Swinscoe.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Inside Customer Service
MARCH 30, 2023
You want to build a service culture. Naturally, you think of training. This guide shares everything you need to know to get started. It includes step-by-step instructions for designing and delivering your training program. I've also included my best advice on who should do this training and when. And, I'll also explain why you should never hire an external trainer to deliver the training.
Customer Think
MARCH 27, 2023
We are just one quarter into 2023 and it is certainly shaping up to be a tough one. We have already seen disruption in the tech sector with layoffs amounting to a whopping 140,000 people in three months.
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
MARCH 28, 2023
Today’s interview is with Paul Greenberg, the founder & Managing Principal of The 56 Group, LLC, an advisory firm, focused on customer-facing strategic services, including CRM, […] The post As people, we don’t need personalization, we need humanization – Interview with Paul Greenberg first appeared on Adrian Swinscoe.
The DiJulius Group
MARCH 27, 2023
The highest level of customer experience goes hand in hand with customer retention. Admittedly this might sound like a no-brainer. Yet—despite it costing 5-10x more to gain new customers than to get more business from current ones, and that current customers spend a whopping 67% more, on average—companies often focus more on customer acquisition than.
Customer Think
MARCH 25, 2023
Image courtesy of Getty Images If you’re in business, whether as a local mom-and-pop corner shop or a global Fortune 100 corporation, you are facing the consumerization of experience. Technology, whether cell phones or laptops, are shaping customer expectations during every phase of their engagement with your company.
Steven Van Belleghem
MARCH 30, 2023
Temu – the shopping app and e-commerce platform from Chinese e-commerce giant Pinduoduo – is probably the most popular downloaded (in the US) app you never heard of. Yet, it currently has more downloads than Amazon, TikTok, Instagram or even Shein. So what is? Offering cheap factory-to-consumer goods, Temu sells a wide range of products, including women’s and men’s clothing, kids fashion, jewelry, accessories, shoes and bags.
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
Zendesk
MARCH 29, 2023
In March, we celebrate Women’s History Month and International Women’s Day to honor women’s accomplishments and contributions to our culture and society. This year’s theme is “Embrace Equity,” which highlights the importance of acknowledging that everyone has different needs and circumstances, and we must take action to ensure true inclusion and belonging.
TeamSupport
MARCH 30, 2023
TeamSupport is all about customer-centricity; it’s built in our DNA. So, we regularly update and enhance our products to ensure we’re providing you, our customer, with software that can grow with you and support your customer service efforts. Detailed below are the features we’ve released in the first quarter of 2023: SUPPORT OUR CUSTOMER SUPPORT TICKETING SYSTEM New Ticket Template Customers can now enhance their customer support team efficiency by creating ticket templates based on their produ
Customer Think
MARCH 28, 2023
In the classic scene from the film “The Wrath of Kahn” the embattled crew of the Starship Enterprise sits crippled in interstellar space, hiding in the Mutara Nebula as the superhuman Khan Noonien Singh, who cleverly acquired his own Federation spaceship hunts Captain Kirk and his valiant crew.
Doing CX Right
MARCH 25, 2023
Improve your podcast engagement and attract loyal listeners who return & tell others. Read & apply simple customer experience tactics now. The post 8 Proven Customer Experience Tactics For Boosting Podcast Results appeared first on Doing CX Right.
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.
Zendesk
MARCH 31, 2023
Best-in-class customer service organizations are increasingly using AI as a competitive differentiator, especially as they face economic uncertainty and rising costs. Cost-savings are just one benefit of AI in customer service. A recent report from Gartner, 3 Ways AI Benefits Customer Service Organizations ,* explains how customer service organizations can use AI to move beyond cutting costs to adding value.
Fonolo
MARCH 28, 2023
Customer experience managers in the contact center have never mattered more. Why? Because even though most businesses work hard to offer excellent service , today’s savvy customers notice so much more. They also share and compare their experiences with your business against the biggest brands in the world. Excellent customer experience is a must and should never be overlooked.
Customer Think
MARCH 25, 2023
How AI-powered chatbots can drive more revenue and boost efficiency in retail businesses In today’s digital world, would a business benefit more from keeping an eye on the competition or putting everything it has into its customer base? Scott Cook, eBay founder, said, “Instead of focusing on the competition, focus on the customer.
Heart of the Customer
MARCH 30, 2023
Like its cousin manufacturing, distribution seems more about price than customer experience (CX). This makes it harder to engage executives in the importance of CX. That is, until customers start churning, complaining that it’s too difficult to work with you. That’s where CX becomes critical. It’s not that price doesn’t matter – it obviously does! […] The post How Do I Get Distribution Executives to Care About CX?
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
Zendesk
MARCH 31, 2023
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Zendesk for Google Chat Zendesk for Google Chat (Support) allows you to get notified and take quick actions on Zendesk tickets right from Google Chat. By installing this app and connecting to your Zendesk account, you can get notifications about relevant Zendesk tickets, take quick actions to update tickets, and even create new tickets without leaving Google Chat.
Intercom
MARCH 29, 2023
We teamed up once again with Klaus, Aircall, and Support Driven to survey customer service leaders on their key metrics, how they maintain support quality, and where they’re investing in 2023. Over 4,000 customer service professionals from 98 countries responded to the survey – and the data was compiled into the Customer Service Quality Benchmark Report 2023.
Customer Think
MARCH 30, 2023
The quality of customer service has been declining due to staff shortages and post-pandemic issues. Recently, Frontier airlines announced the elimination of all its call centers, and moving forward they will be implementing an app-only customer service model. Could this be a glimpse of the future?
Doing CX Right
MARCH 26, 2023
Joanne Lipman, Author and Journalist, and Stacy Sherman provide concrete steps for reinvention to gain personal and business growth. The post The Path to Reinvention: Transforming Your Work and Life for Lasting Success appeared first on Doing CX Right.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
CSAT.AI
MARCH 27, 2023
Customer relationships impact the amount of business a company does. To have these great relationships companies need to create great CX. Here are some actions that help build the kind of customer experience that makes lasting, beneficial relationships. Identify customer needs Want to know what customers need? Ask them! Asking customers directly about their experience and expectations can help managers and teams gain insight into what they need from a product or service.
Execs In The Know
MARCH 31, 2023
Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can lead to missed improvement opportunities. By measuring customer and agent effort scores in tandem, CX leaders can tap into a more complete picture. Let’s look at some strategies to improve both customer and agent effort scores simultaneously, helping brands achieve customer loyalty and agent happiness.
Customer Think
MARCH 25, 2023
Data mining is a technique for sorting huge data sets. It helps in recognizing the relationships and patterns to resolve business problems. Data mining companies use tools and processes to help organizations in predicting future trends and forming decisions.
SurveySensum
MARCH 31, 2023
Many businesses are now opting for WhatsApp surveys to gather customer feedback instead of using Google Forms. Are you also using WhatsApp surveys for your business? If you are, then I’m sure you must have some good reasons for choosing it over Google Forms. WhatsApp surveys are becoming increasingly popular because of their convenience and ease of use.
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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.
CallCare
MARCH 31, 2023
Regardless of size, all businesses should have an incident management process in place. It is these protocols that allow businesses to restore normal services, while at the same time minimising impact to customers and users, in the most efficient manner. However, what makes up these processes and how should businesses go about implementing their own plan?
Hodusoft
MARCH 30, 2023
Small Business Inbound Call Center Software to Improve Customer Service As a business owner, you must never underestimate the power of your phone system. It can make or break your business. You will not only need it to make various outgoing calls to your suppliers, business partners, and customers but also to receive incoming calls. Customer-facing businesses need to be a little extra careful about their incoming, or inbound calls.
Customer Think
MARCH 30, 2023
Twenty years ago, in their seminal, powerful book The Influentials, authors Ed Keller and John Berry stated: “One American in ten tells the other nine how to vote, where to eat, and what to buy.” Keller and Berry identified these individuals as holding a huge amount of sway within the communities and audiences they reach.
CX Network
MARCH 30, 2023
Discover how Mandarin Oriental increased online booking revenue 42 percent with a luxury digital experience
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
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