Callminer
FEBRUARY 25, 2024
Improving CX is a top priority, so it’s not a surprise that there are a plethora of solutions available. Read this blog to learn why CX is important and what to look for when selecting a CX solution.
ECXO
FEBRUARY 26, 2024
Uncovering the Psychological Tactics That Drive Customer Purchases If you prefer to watch a summary of this article, check out the video: Uncovering the Psychological Tactics That Drive Customer Purchases I see and hear many CX professionals with great intentions when it comes to improving touchpoints in the customer journey and the customers’ lives with their brands.
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Futurelab
MARCH 1, 2024
#NoBullshitCX #20yearsFuturelab “Unhappy customers cost you more than you think.” A customer is worth more than you think. In my previous column, I mentioned the surprisingly high lifetime value of individual customers–once you really get an understanding of the whole picture. The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand.
Adrian Swinscoe
FEBRUARY 28, 2024
Today’s interview is with Michael Hinshaw, the founder and president of customer experience consultancy McorpCX. Michael joins me today to talk about the CX value model […] The post The CX value model and linking experience to business outcomes – Interview with Michael Hinshaw of McorpCX first appeared on Adrian Swinscoe.
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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.
Totango
FEBRUARY 28, 2024
In today’s dynamic landscape, the customer holds unprecedented power. It’s no longer sufficient for businesses to merely survive; they must deliver measurable value quickly and consistently. While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success.
Execs In The Know
FEBRUARY 29, 2024
Humor me for a second, and imagine your company is Homer’s Odysseus. And if customer experience (CX) transformation is your odyssey, it would serve you well to remember that the journey, if not carefully navigated, can be fraught with tunnel-visioned Cyclops, time-eating Lotus Eaters, and the seductive Siren calls of newly hyped technologies. Today, staying “current” and on course can feel overwhelming.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom
FEBRUARY 29, 2024
It’s the world’s worst kept secret right now that the realm of customer experience is being completely transformed by AI – spanning customer support, success, and beyond. In customer-centric companies everywhere, strategies are being recalibrated, tactics switched up, and old playbooks thrown out the window. But what changes are being made? This week on The Ticket podcast, our VP of Customer Support Declan Ivory chats with Jenna Elliott , VP of Global Customer Success at digital analytics platfo
Helpt
FEBRUARY 27, 2024
We’re going to start this blog post with a heavy dose of nerdy: place yourself back to when you played your last Japanese roleplaying game or Dungeons and Dragons. Your meticulously crafted character, equipped with powerful spells and enchanted weapons, ventured forth alongside a trusted party. But we nerds know that even the most optimized character sheet can't guarantee success.
Customer Service Life
FEBRUARY 29, 2024
Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. In a recent article on Why Contact Center Quality Assurance Matters I stated my case for a robust and consistent quality assurance program.
Beyond Philosophy
MARCH 1, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.
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.
Fonolo
FEBRUARY 29, 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center.
cxservice360
FEBRUARY 29, 2024
With the extensive availability of internet services globally and significant growth in affordable personal computers and laptops, many companies are hiring remote customer service professionals The post The Top 10 Remote Customer Service Job Websites That Hire appeared first on CXService360.
Customer Think
FEBRUARY 28, 2024
Due to tech advancements, the consumer journey has changed a lot. The customers are already expecting too much because, through the internet, they want a personalised touch to their experience. 52% expect to use ChatGPT to answer customer questions, and 43% to outreach potential customers.
Lumoa
FEBRUARY 29, 2024
Lumoa Product News for February 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! Getting Started with Ask Lumoa Ask Lumoa is our new way to get a deeper understanding of your customer voice.
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.
Beyond Philosophy
FEBRUARY 29, 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: I am excited. My wife and I are going on a cruise to India. It’s a big splurge for us, and we look forward to it. I mention it here, not to rub it in your face (much), but because in the booking of this cruise, I saw an excellent example of how my wife and I leverage mental accounting regarding our splurges.
Comm100
FEBRUARY 26, 2024
Navigating the landscape of American higher education can be both an exciting and daunting journey for prospective students. At the center of this journey lies a crucial metric that can determine a student’s trajectory – American universities’ acceptance rate. American universities’ acceptance rate is a key indicator of two important aspects – competition and reputation.
Customer Think
FEBRUARY 26, 2024
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience.
Help Scout
FEBRUARY 28, 2024
VP of People Leah Knobler shares why we outgrew our old performance management system, how we revamped the process to embrace a more performance-driven culture at Help Scout, and what we've learned along the way.
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
The DiJulius Group
FEBRUARY 28, 2024
Imagine the shock when we discover that the quiet powerhouse of customer retention could eclipse the flash of traditional advertising in driving business success. This episode of The Customer Service Revolution peels back the layers of customer experience, highlighting how a 5% uptick in retention might skyrocket profits by an astounding 75%. We contrast the.
CX Network
FEBRUARY 26, 2024
CX Network explores the latest addition to the C-suite and explains how to decide if you need a CAIO
Customer Think
FEBRUARY 28, 2024
One of the more infamous quotes in marketing is usually attributed to John Wanamaker, who reportedly said, ” Half the money I spend on advertising is wasted. The trouble is, I don’t know which half.” Cracking the code on what drives marketing effectiveness can be incredibly difficult.
Doing CX Right
MARCH 1, 2024
Do You Want To Change Your Pricing Model Without Jeopardizing Customer Loyalty? Read and Apply Strategies Based On Case Study That Resulted In Consumer Backlash. The post Ensuring Customer Loyalty Amid Price Changes: Lessons from Wendy’s Public Backlash appeared first on Doing CX Right.
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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.
Gainsight
MARCH 1, 2024
In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward.
Zonka Feedback
MARCH 1, 2024
Sentiment analysis models that learn on labeled data are a common sight. The main challenge arises when you have unlabeled data at your disposal and you want to extract customer sentiments or emotions from it.
Customer Think
FEBRUARY 27, 2024
Both strategies require careful implementation and constant supervision! By John Goodman and Peter North, Customer Care Measurement & Consulting CCMC’s latest National Rage study found that 43% of Americans admit to having yelled at a service person, and over half reported having rage. 9% are seeking “revenge” against a company.
Zendesk
FEBRUARY 29, 2024
If you’ve ever walked into an Aesop store, it’s a full sensory experience. The smells, the sights, the samples—and the incredibly warm and knowledgeable staff. It’s hard to imagine such a rich experience ever existing online and yet, the team at Aesop is tackling just that. The work began in 2020, when much of the world retreated from physical spaces.
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
Logicalware
FEBRUARY 29, 2024
With more than 40,000 calls per month, long hold times, overwhelmed contact centre agents, and frustrated customers, the reality for Ombudsman Services – the UK’s leading independent dispute resolution company – was challenging. With a growing number of businesses and consumers relying on its specialist services, it needed to find a new way of working to create a more agile and scalable contact centre.
Zonka Feedback
FEBRUARY 29, 2024
The best way to know how your customers and stakeholders feel about your business, products, or services is to ask them. A good questionnaire can serve this purpose.
Customer Think
FEBRUARY 26, 2024
Years ago, I wrote a post titled, What Exactly is Employee Experience? I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new folks coming into the discipline, so why not do a refresh.
Zendesk
FEBRUARY 27, 2024
AI is radically transforming the world of customer service, and at Zendesk Relate , you’ll gain insights and best practices to lead your organization through this next wave of transformation successfully and make your business ready for AI-first service. You’ll leave with the perspective, connections, and know-how to provide more meaningful experiences, deliver automated service through next-gen digital agents that customers love, and equip your agents and admins with the knowledge to harness cu
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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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