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.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Adrian Swinscoe
APRIL 28, 2023
This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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.
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.
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.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
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.
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 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.
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.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
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.
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
Zendesk
APRIL 25, 2023
The post AI in Retail: Transform your CX into your competitive edge appeared first on Zendesk.
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.
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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.
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
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.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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.
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.
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.
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.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
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 tie The post Driving Profitability Through CX Metrics: How Successful Companies Tie CSAT, NPS, And CES To The Bottom Line appeared first on CXService360.
SurveySensum
APRIL 28, 2023
Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service. This fosters brand loyalty and retains customers. And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it!
Zendesk
APRIL 27, 2023
The world is experiencing a defining moment for humanity: after years of advances, artificial intelligence is having its coming out party. When experts compare it to the invention of the printing press or the Internet, that’s not hyperbole. AI will revolutionize huge segments of our society, and while the full ramifications of this technology cannot be fully known—after all, AI continues to rapidly evolve—Zendesk expects it to affect every single customer touchpoint.
Customer Think
APRIL 25, 2023
Alongside the return of the denim maxi skirt and grunge style, sustainable fashion is trending. Brands from Balenciaga to H&M are leveraging recycled materials in their collections and educating consumers on how to reduce their fashion environmental impact. And they’re gaining traction.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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