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.
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
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.
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.
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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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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
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.
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.
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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.
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.
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.
Doing CX Right
JUNE 26, 2024
Learn how transforming patient experience can heal our broken healthcare system, with insights for everyone in the medical field. The post Healing Healthcare: Overcoming Challenges to Improve Patient Experience appeared first on Doing CX Right.
SurveySensum
JUNE 26, 2024
Did you know that Amazon has over 310 million active users globally? I am sure you have shopped from Amazon at least once in the past month. But have you ever stopped to wonder why Amazon has such a huge loyal customer base? So much so that 56% of consumers start their online search with Amazon. Well, it’s because of a customer satisfaction metric called Net Promoter Score.
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.
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