Customer Think
APRIL 25, 2023
Where do you see your business in 30 years? It’s 1993 and AOL is the most popular search engine. Fast forward thirty years and there’s a whole generation of Google users who’ve never even heard of it.
cxservice360
APRIL 26, 2023
Every business aims to create an optimal customer experience. Most companies today face numerous supply chain issues, while simultaneously grappling with high customer expectations. Unfortunately, The post 6 Great Damage Control Tips For Handling Angry Customers appeared first on CXService360.
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Execs In The Know
APRIL 26, 2023
Organizational transformation is a hot topic for CX leaders and business executives alike. After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges.
ECXO
APRIL 26, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.
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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.
eglobalis
APRIL 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
Callminer
APRIL 25, 2023
Product innovation is critical for companies to stay competitive. Read this blog to learn more about product innovation, the various types of strategies, and best practices for success.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
APRIL 27, 2023
Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.
Steven Van Belleghem
APRIL 25, 2023
The new standards I for instance thought that Spotify’s demo of its artificial intelligent DJ looked pretty impressive. An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. In other words, it allows you to have your very own personal radio DJ.
Callminer
APRIL 27, 2023
NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.
Adrian Swinscoe
APRIL 24, 2023
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.
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
APRIL 28, 2023
Technology has upended nearly every sector, allowing businesses to scale and grow thanks to advanced tools and software. In real estate especially – a notably antiquated industry resistant to change – technology has been at the forefront of much-needed improvements and progression, helping to transform the way real estate is bought and sold.
Intercom
APRIL 24, 2023
You satisfy your customers, but can you satisfy our curiosity? With Mara Vicente, VP, Customer Solutions at Pipedrive. Please tell us a little bit about your company and what you do there. Founded in 2010, Pipedrive is a global, sales-first customer relationship management (CRM) software company that helps small businesses drive revenue and become profitable.
Zendesk
APRIL 26, 2023
Customer experiences aren’t meant to be one-size-fits-all. With AI, it’s now possible for businesses to personalize for a wider spectrum of human needs. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.
TeamSupport
APRIL 24, 2023
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
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
APRIL 26, 2023
Modern customer customer service teams support more customers, more products and more devices, across more service channels than ever before. All of this means more data, and ultimately more difficulty when it comes to keeping track of customer behavior, preference and intent.
Fonolo
APRIL 25, 2023
Using call-backs to eliminate hold time for your customers is an easy win! It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. What’s not to love? Call-backs are a simple, elegant answer to a great big CX problem. But did you know your call-backs can do more? Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs.
Zendesk
APRIL 25, 2023
The post AI in Retail: Transform your CX into your competitive edge appeared first on Zendesk.
CSAT.AI
APRIL 26, 2023
An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. It may not be a fit for yours. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. For example, if your business: Doesn’t have the funds or other resources to build an entire customer service department in-house Experiences rapid growth difficult to keep up with, thereby making it difficult to scale y
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 Think
APRIL 25, 2023
I’d like to start this post with a story about some great leaders I had the privilege to know and work with. As you probably know, I published my book Winning Customer Centricity a few years ago.
Beyond Philosophy
APRIL 27, 2023
One of our podcast listeners has a pickle, which, for those unfamiliar with it, is our term for a business problem. Our listener did their research, which gave them projected sales that made them proceed with their product launch. However, the sales after the launch haven’t been what the study predicted. Understandably, they want to know why. So, I figured we would also discuss our thoughts here since some of you had a similar problem.
Doing CX Right
APRIL 28, 2023
Marcell Volmer, a digital transformation expert, and Stacy Sherman discuss ways to differentiate brands and thrive with BOTH humans and artificial intelligence. The post Doing Digital Transformation Right: The Merge of Humans and AI Bots appeared first on Doing CX Right.
Intercom
APRIL 26, 2023
To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. We asked them what they’re excited – and concerned – about, and how they’re adapting their strategies to set their teams up for success in 2023 and beyond. Our full global report is coming soon – sign up to our newsletter to make sure you don’t miss it – but here are some early insights we’ve gotten from more than 400 support leaders in North America: Support leaders
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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.
Customer Think
APRIL 28, 2023
Customer Satisfaction is a fundamental asset of any business. In the long term, it is a definite catalyst that values a company’s reputation. It has the potential to either make or break a company’s success. Due to this reason, in today’s rapidly growing digital world, software needs to focus on customer satisfaction.
Beyond Philosophy
APRIL 22, 2023
One of our listeners has a pickle. They did research that told them a product was just what their customers wanted, so they developed and launched it. But now, there are no sales. They want to know what went wrong. We suspect we might know. Research is a double-edged sword. It has the power to give us answers we want but not always the answers we need.
Comm100
APRIL 22, 2023
Higher Ed Admissions – Strategies for Increasing Student Enrollment 69% of admissions officials from community colleges and 55% of admissions officials from private colleges are very concerned about meeting their institutions’ goals for new students. This comes as student enrollment plummets. In 2022, 4 million fewer people in America enrolled at a college than ten years ago, and this trend doesn’t seem to be changing.
Doing CX Right
APRIL 22, 2023
Britanny Hokak, author and entrepreneur, and Stacy Sherman reveal 5 tactics to create brand advocates and raving fans based on working with reputable customer-centric companies and famous entertainers. The post 5 Essential Elements of Creating Loyal Advocates and Raving Fans appeared first on Doing CX Right.
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
Customer Think
APRIL 28, 2023
Customer service remains the keystone of the business–customer relationship. A glance at the reviews on PissedConsumer.com reveals that the most common complaint that concerns consumers is failures or let downs in this department. Nearly 68% of US companies are now outsourcing their services.
cxservice360
APRIL 28, 2023
Customer experience (CX) metrics such as CSAT, NPS, and CES are essential tools for measuring customer satisfaction and loyalty. However, many organizations struggle to link The post How Successful Companies Link CX Metrics To Profit appeared first on CXService360.
Zendesk
APRIL 28, 2023
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Your AI Agent Your AI Agent (Support) from Infinite Hooray is designed to take customer service efficiency and service experience to the next level. It does so by using the advanced capabilities of the GPT-model (Generative Pre-trained Transformer) from OpenAI.
Knowmax
APRIL 28, 2023
The post What Is After-Call Work (ACW) In Call Centers & How To Reduce It? appeared first on Knowmax.
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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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