Heart of the Customer
FEBRUARY 28, 2023
My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?
Inside Customer Service
MARCH 2, 2023
This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.
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Adrian Swinscoe
MARCH 1, 2023
Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […] The post Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation first appeared on Adrian Swinscoe.
Callminer
MARCH 3, 2023
Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measures – agitation and message total by speaker.
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
Fonolo
FEBRUARY 27, 2023
Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.
Steven Van Belleghem
FEBRUARY 26, 2023
It’s about quality It may sound underwhelmingly obvious but if you squeeze the budgets of your supplier to a minimum, they will need to find ways to save money on their own production, materials, content, supply chain or transportation etc. And whatever they will try to economize, this will have an effect on your own customers too. If they cut budgets by using cheaper materials, your customers will receive a less qualitative product.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
FEBRUARY 25, 2023
Here’s a round-up of new ideas and trends I’m seeing in B2B marketing, to help us plan for 2023. Marketing spend trends for 2023. The Winterberry Group has recently released its annual projections on marketing spend, and I am happy to say that t.
Fonolo
MARCH 2, 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the global pandemic. We consulted nine industry experts to tell us all about it – and discuss the state of the contact center in 2023. Word: Contact centers are technology leaders! While the world was pivoting from on-site to hybrid and remote workspaces, contact centers were also embracing cloud technology and upskilling agents to be among the first-generation of AI-native workers.
MyCustomer Experience
FEBRUARY 28, 2023
CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.
The Belding Group
MARCH 2, 2023
How to Deal With Workplace Saboteurs Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: “I worked for almost four months to get the project organized. We were right on track for our go-live launch date, and there had […] Shaun Belding | www.shaunbelding.
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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.
Customer Think
FEBRUARY 27, 2023
E-commerce has become the preferred mode of shopping. The Covid-19 pandemic pushed people to use e-commerce websites and applications to buy online. The ease of purchasing, paying, and returning goods has set the trend for online purchases.
Experience Investigators
FEBRUARY 28, 2023
The post [Experience Action Podcast] Becoming Customer-Centric [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
Comm100
MARCH 1, 2023
New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human. Because they’re powered by huge amounts of data and can write using standard conventions, the implications for every industry are huge. Early stories on how this technology impacts higher education mostly focused on student cheating, but the dialogue has started to shift.
The DiJulius Group
FEBRUARY 27, 2023
Stakeholder Theory is a more recent theory of business that argues against the separation of economics and ethics. It addresses the question of who is most important, the shareholder or stakeholder, and states that short-term profits gained by prioritizing shareholders should not be the primary objective of a business. Rather than focusing on those holding.
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.
Customer Think
MARCH 3, 2023
The use of AI continues to proliferate among retail banks to meet demands for personalized customer experiences and enhanced fraud protection, as well as to seize internal efficiencies through automation. However, AI adoption doesn’t always deliver the expected ROI.
Beyond Philosophy
FEBRUARY 25, 2023
Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.
Customer Service Life
FEBRUARY 28, 2023
Image by Gerd Altmann from Pixabay This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent.
ModSquad
MARCH 2, 2023
How the right team can make all the difference. Sometimes, moderation is just moderation. Sometimes it’s more. Our work with the Wounded Warrior Project was not just moderation. In 2003, the Wounded Warrior Project (WWP) began its journey as a grassroots effort providing basic care and comfort items to hospitalized veterans, specifically the first wounded service members returning home from Iraq and Afghanistan.
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.
Customer Think
MARCH 3, 2023
Imagine driving down the road and seeing a sign that reads “Road Closed.” This is the only way you know to reach your destination. Making matters worse, there are no detour signs or arrows to help you find an alternate route. You’re probably going to be frustrated to say the least.
Lumoa
MARCH 3, 2023
The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?
CSAT.AI
MARCH 1, 2023
Gen Z is the youngest adult generation, but they are also a growing and desirable consumer demographic. They are digital natives with an insatiable appetite for new technology, making them a key target for brands looking to stay ahead of the curve. To engage this generation, it’s important to understand these 5 secrets of CX Gen Z wants from brands.
Intercom
MARCH 1, 2023
A lot has changed since we started Intercom over a decade ago. The iPhone, first released a couple of years before, was making rounds across the industry, introducing a new standard for smartphone design that has since been replicated by countless competitors. Facebook Messenger had just been released, and social media platforms like Facebook and Twitter, as well as messaging apps like WhatsApp, were rapidly gaining popularity.
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
Customer Think
FEBRUARY 27, 2023
While PowerPoint is an excellent business tool to communicate ideas, its pervasive, constant use has weakened the impact it once had. While professionals may feel naked in front of an audience without it, spectators often lose interest quickly – if not outright groan upon seeing a long list of slides in front of them.
Lumoa
FEBRUARY 28, 2023
Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.
SixteenVentures
MARCH 3, 2023
Customer Success is always under pressure to optimize (and reduce the expense of) everything. Many people see ChatGPT as a way to streamline Customer Success processes like preparing for customer meetings or literally creating those processes upon which their organizations run. One approach some Customer Success pros are taking is to use ChatGPT to generate Customer Success playbooks.
Intercom
FEBRUARY 27, 2023
You satisfy your customers, but can you satisfy our curiosity? Please tell us a little bit about your company and what you do there. I am the Senior Manager of Customer Support at Frame.io. Frame.io is a video review and collaboration platform that lets you share media, track feedback, and streamline your workflow so your team can work closely together from anywhere in the world.
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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.
Customer Think
FEBRUARY 25, 2023
I began debunking sales articles when the first ones predicting the death of selling appeared circa 2008. Back then, new digital marketing companies were telling everyone that salespeople would be replaced by inbound marketing. "Inbound is.
Helpt
MARCH 3, 2023
1. Introduction Technical support is a crucial aspect of any business that operates in the digital space. With the growing dependence on technology, businesses require a reliable and efficient support system to ensure that their products and services run smoothly. One of the most important decisions a business can make when it comes to technical support is whether to use on-shore or off-shore support.
SixteenVentures
FEBRUARY 28, 2023
Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity. I finally got access to Bing Chat and was able to test our prompts we developed in ChatGPT for our Prompt Engineering for Customer Success course in Bing, and I’
CX Network
MARCH 3, 2023
Discover how the employee experience can be enhanced to drive CX metrics and attain business KPIs
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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