Customer Think
MAY 25, 2023
Image source: Canva for free It’s no coincidence that the more knowledgeable you are about email marketing strategies, the better your results are. Below I’ll share some easy ways you can make your emails better. Sometimes, the smallest tweaks can get you spectacular results.
Callminer
MAY 23, 2023
Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.
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Adrian Swinscoe
MAY 24, 2023
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be done and a delicate balance first appeared on Adrian Swinscoe.
Inside Customer Service
MAY 25, 2023
If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.
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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.
ECXO
MAY 25, 2023
Formato Convencional(26) We are thrilled to extend an invitation to our upcoming event with only six days to go, subscribe on ZOOM to ensure your seat: [link] The European Customer Experience Organization (ECXO) is excited to announce our upcoming practical webinar for CX leaders on Designing and Acting Upon Customer Listening Culture Channels, featuring Tzachi Ben-Sasson , Head of VOC at Amdocs.
Customer Think
MAY 22, 2023
If you put what’s important to them ahead of what you think is important for your business, and allow your imagination to take over, customers will begin to drive your business and ultimately, if you let them, drive your 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.
ClearAction
MAY 25, 2023
Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.
Bill Quiseng
MAY 24, 2023
A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.
Customer Think
MAY 22, 2023
How useful is this tool, really, for life and business use? How should we see it as marketers?
Fonolo
MAY 23, 2023
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.
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.
MyCustomer Experience
MAY 23, 2023
How Aegon Is Reaping the Benefits of Customer Centricity At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company.
Comm100
MAY 23, 2023
Wherever you look, automation is popping up across customer service teams as organizations look to improve efficiency, reduce support costs, and scale their business. While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. This blog will help you on your way, providing the top automated customer service examples that can be used across industries.
Customer Think
MAY 25, 2023
By Francis Buttle[1], Julie Jones[2], Merlin Stone[3] The CRM Value Chain (CRM VC), shown in figure 1, aims to demystify, characterise, and conceptualise CRM. The CRM VC is made up of three Core Processes supported by five Enablers all of which contribute to CRM’s goal of driving up customer profitability.
Zendesk
MAY 24, 2023
AI has been a part of pop culture for generations (enter: The Terminator), but the recent developments of ChatGPT and AI-powered bots have breathed new life into the conversation surrounding its role in business. Company leaders and consumers now understand more about the benefits of AI in customer service and how it can make our lives easier. How can AI help customer service?
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.
ClientSuccess
MAY 25, 2023
ClientSuccess launches SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights, optimized workflows, prescriptive recommendations, and intelligent actions. SILICON SLOPES, UTAH (PRWEB) MAY 23, 2023 ClientSuccess, a leading customer success software provider, has announced the launch of SmartCS , its groundbreaking AI-driven solution designed to empower customer success managers and executives with data-driven insights
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. So, today, we will look at how you can incorporate the concepts we often talk about in this newsletter into your Journey Mapping efforts.
Customer Think
MAY 24, 2023
Businesses have finally learned what publications knew for years: The subscription model works. However, it takes more than a great idea to grow to the likes of a subscription-based company like Spotify or HelloFresh. It takes strategic planning, including putting an emphasis on initiatives that encourage subscribers to stick around.
The DiJulius Group
MAY 22, 2023
I recently saw a sign in a business window that read: “We are hiring”. Then it listed numerous positions, likely every position they had. That wasn’t what shocked me, though. What was shocking was the message at the bottom of the sign: “We do not drug test”. So many businesses continue to look similarly desperate. Read Full Article The post One Bad Employee Can Spread Like Cancer Even In A Healthy Culture appeared first on The DiJulius Group.
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
Doing CX Right
MAY 21, 2023
Dr. Joerg Storm, a digital transformation expert, and Stacy Sherman reveal emerging tech trends, such as virtual and augmented reality, AI tools, and voice recognition, providing real-world examples of how these innovations shape customer experiences. The post Digital Transformation and Customer Experience Innovation Lessons appeared first on Doing CX Right.
Beyond Philosophy
MAY 20, 2023
Journey Maps can be useless exercises. That’s right…we said it. However, these often-used tools don’t have to be as useless as they usually are. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you.
Customer Think
MAY 24, 2023
Last November's release of ChatGPT set off a remarkable frenzy of activity in the AI space. Over the past several weeks, a host of technology companies, from start-ups to heavyweights like Microsoft and Google, have announced or rolled out appli.
Execs In The Know
MAY 22, 2023
The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the curve. For businesses that specialize in providing top-tier CX, staying on top of agent-focused employee experience is a priority. What does a positive agent-focused employee experience look like? The answer may differ depending on individual needs, but ultimately, an ideal employee experience should be uplifting and impactful.
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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 Experience Matrix
MAY 26, 2023
The size of most markets is governed by a combination of supply and demand. Typically one or the other is limited: while there may be a bottomless appetite for chocolate, there is only so much cocoa in the world; conversely, while there is a near-infinite supply of Internet content, there are only so many hours available to consume it. The marketing technology industry has been a rare exception with few constraints on either factor.
ClearAction
MAY 26, 2023
Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. This goes well beyond ratings and scores. It’s the comments and patterns that are pure gold.
Customer Think
MAY 22, 2023
AI technology today has much wider applications than anyone can anticipate. In this situation, it becomes important to learn about the top artificial intelligence applications to understand the existing possibilities. A computer-based system capable of decision-making, learning, and evolving, felt like fiction. However, in the present time, it is the reality we live in.
Gainsight
MAY 23, 2023
This article was written by Phil Wainewright and originally published in Diginomica. At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. This aligns with the vendor’s view of Customer Success, particularly among its largely SaaS customer base, as something that should permeate across
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
Intercom
MAY 23, 2023
We recently shared some early insights from our research into the effects of AI on customer service. Given how fast the industry is changing in the wake of these technological advancements, we wanted to share more of the learnings that we’ve gotten from more than 400 support leaders in North America to help support teams take advantage of this monumental opportunity.
Steven Van Belleghem
MAY 26, 2023
Find the perfect balance between consistency & adaptation The McDonalds food experience is probably one of the most consistent around the globe. Anywhere in the world, if you crave something recognizable, something familiar, you can enter a McDonalds and find exactly what you expect and want. The same burgers, the same drinks, the same deserts, the same atmosphere, the same cleanliness and convenience.
Customer Think
MAY 24, 2023
Occasionally, customer advisory board (CAB) managers will receive a request from a CAB member to substitute another representative from their company to take their place at an upcoming meeting.
SurveySensum
MAY 26, 2023
What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? Best Practices to conduct tNPS and rNPS surveys Employee NPS (eNPS) Conclusion Net Promoter Score (NPS) is one of the popular CX metrics in the business offering valuable insights to the businesses to measure customer loyalty and gauging the overall satisfaction
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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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