Callminer
JUNE 24, 2024
CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.
eglobalis
JUNE 27, 2024
Introduction 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. This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights.
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ECXO
JUNE 23, 2024
The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.
Bill Quiseng
JUNE 26, 2024
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
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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
JUNE 27, 2024
Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.
Adrian Swinscoe
JUNE 25, 2024
This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences 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.
Futurelab
JUNE 28, 2024
#NoBullshitCX #20yearsFuturelab “Hire for attitude, train for success.” When you start your CX programme, it is vital to involve your employees early on. To create a customer centric organization, your people need to be willing, skilled, and able to be customer centric. Let’s talk about the willing part first (we’ll get to skilled and able later). We all had poor experiences, but did they happen because someone decided “I am going to RUIN someone’s day today”?
Customer Think
JUNE 26, 2024
Exceptional Design Enhancing Tech Adoption and Customer Experience Article source: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience.
C3Centricity
JUNE 24, 2024
Insight development is based on gathering information, then data integration and analysis. However, organisations often find this challenging due to multiple sources, formats and time scales. Do you? Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable.
Retently
JUNE 24, 2024
Have you ever wondered why some products become instant hits while others flop? Or why do certain marketing campaigns resonate with some people but not with others? The answer often lies in understanding the people you’re trying to reach. That’s where demographic surveys come in. This article provides a focused look at demographic surveys that yield meaningful insights for your business decisions.
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.
CX Network
JUNE 27, 2024
Discover CX Network's 20 leaders who are redefining customer engagement in the financial sector
The DiJulius Group
JUNE 24, 2024
“A great leader’s goal should be that every long-term employee considers their decision to join this company as one of the best decisions of their life.” –John R. DiJulius II *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth A great company. Read Full Article The post Be One of The Best decisions Your Employees Ever Made appeared first on The DiJulius Group.
Intercom
JUNE 27, 2024
It’s clear that AI is already transforming customer service, and at Intercom we believe it’s given us a fundamentally new way to do customer service – that way is AI-first. We’re building a single system that delivers AI-first experiences for customers, agents, and customer service leaders alike – all built on the foundation of Intercom’s complete customer service platform.
Help Scout
JUNE 27, 2024
When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.
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.
The Customer Service Blog
JUNE 22, 2024
Like most people, I really enjoy going on foreign holidays to hot countries. In the last few months I’ve enjoyed holidays in Italy, Florida, and Spain. But as someone who has experienced skin cancer several times in recent years, I know only too well the massive importance of being careful in the sun, and using a high quality sunscreen to protect my skin.
Beyond Philosophy
JUNE 28, 2024
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.
Customer Think
JUNE 22, 2024
Complexity, overwhelm, lack of confidence, and perceptions of risk lengthen the buying process. Or stall it indefinitely. This is evident as the growth of “no decision” is surpassing that of won deals in B2B. The B2B buying process takes 6 months to 8 months—or longer, depending on complexity of solution.
Lumoa
JUNE 28, 2024
Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?
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
Experience Investigators
JUNE 25, 2024
Can transparency and authenticity safeguard your customer relationships during a cybersecurity crisis? In this episode, Jeannie Walters shares insights into managing customer experience amid significant cybersecurity incidents. We’ll explore the necessity of open, honest communication and how to maintain customer trust even when service disruptions occur.
Beyond Philosophy
JUNE 27, 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: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.
Customer Think
JUNE 22, 2024
Gaining customer trust is more important than ever for marketers today. While businesses often focus on making money, creating loyal customers for long-term success is vital. Putting customer satisfaction at the center of your marketing plans can make a big difference.
Help Scout
JUNE 25, 2024
Discover how you can integrate generative AI into your customer support strategy for improved operational efficiency and an elevated customer and agent experience.
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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.
Hodusoft
JUNE 27, 2024
Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? It is none other than a seamless and personalized experience. Especially when it comes to the BFSI (Banking, Financial Services, and Insurance) sector, offering seamless, personalized services is key to securing lasting customer relationships.
The DiJulius Group
JUNE 26, 2024
Can frontline employees truly revolutionize customer service? On this episode of The Customer Service Revolution, we uncover the insights shared by shuttle bus drivers in a unique focus group, revealing the crucial role of those on the frontlines in gathering and acting on customer feedback. John DiJulius, Chief Revolution Officer, emphasizes the power of regular.
Customer Think
JUNE 25, 2024
I originally wrote today’s post for Coveo. It appeared on their site on March 21, 2024 The hottest topic in business today is artificial intelligence, specifically generative AI, a form of artificial intelligence that is capable of generating text, images, videos, audio, data, analyses, etc. based on prompts to do just that.
Execs In The Know
JUNE 25, 2024
Execs In The Know recently spoke with customer experience (CX) leader John Sorenson on strategies for collecting and leveraging customer feedback and the importance of integrating it into every organization’s vision, mission, culture, and processes. John is a seasoned Enterprise Customer Experience Executive with extensive expertise in developing and driving transformative customer experience strategies across major organizations like BB&T and Truist.
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
Zonka Feedback
JUNE 24, 2024
The importance of protecting the personal data of patients in healthcare cannot be ignored, as unauthorized access to such sensitive information can lead to severe consequences, including identity theft and loss of trust in healthcare providers. Therefore healthcare businesses need to be more cautious about the data of patients and ensure a high level of confidentiality and safety of such data.
Gainsight
JUNE 28, 2024
Thousands of customer education, customer success, community, and product pros shuffled through the doors of St. Louis’ America’s Center for two unforgettable days filled with learning, networking…and puppies. Denise Stokowski (SVP, Product Management, Gainsight) with the Puppies of Pulse This year’s Pulse also featured a first—a dedicated track on digital customer education with a simple goal: Provide attendees with actionable insights and takeaways they could apply to their program.
Customer Think
JUNE 25, 2024
Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions highlighting how they needed to recruit more front-line advisors in response to a significant increase in inbound volumes. This reconfirmed that human contact remains a growing priority for consumers.
NGDATA
JUNE 27, 2024
Following the pandemic, more small businesses are reporting no need for credit, increasing from over 50% to more than 60%. This trend is similar to post-Great Recession patterns but also reflects the surge in new business formations due to remote work. Currently, ample cash reserves from government support and high borrowing costs reduce the demand for loans.
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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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