Inside Customer Service
OCTOBER 12, 2023
Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language.
Callminer
OCTOBER 10, 2023
From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.
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Adrian Swinscoe
OCTOBER 12, 2023
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 11, 2023
Posted originally at [link] How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article we provide a short framework for understanding some of the most common sources of complexity in any organisation.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
MyCustomer Experience
OCTOBER 10, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
C3Centricity
OCTOBER 10, 2023
Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.
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
OCTOBER 10, 2023
Social media platforms have become the epicenter of communication, opinion-sharing, and customer interaction. With millions of users expressing their thoughts and feelings on various topics every day, social media has evolved into a treasure trove of unfiltered, real-time data.
Doing CX Right
OCTOBER 8, 2023
Joe Wheeler joins Stacy Sherman to discuss how you can design immersive customer experiences in a digital-first world. You'll learn actionable strategies based on case studies of leading brands. The post Designing Immersive Customer Experiences Based on Leading Brand Case Studies appeared first on Doing CX Right.
Adrian Swinscoe
OCTOBER 12, 2023
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact first appeared on Adrian Swinscoe.
Beyond Philosophy
OCTOBER 12, 2023
If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.
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
OCTOBER 9, 2023
There’s a lot of talk about the differences between demand creation (marketing), demand capture (sales), and brand (marketing). B2B companies’ approach each of these as if each needs its own strategy implemented separately, with different teams carrying the responsibility for each function. Quite often these teams work in silos.
MattsenKumar
OCTOBER 12, 2023
As organizations grow, outsourcing customer service has become necessary to ensure customer satisfaction. The expansion of organizations brings forth new challenges that require the expertise of a skilled customer service team to provide optimal solutions. Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction.
DMG Consulting
OCTOBER 13, 2023
AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen.
Beyond Philosophy
OCTOBER 7, 2023
For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this phenomenon the Planning Fallacy.
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
OCTOBER 9, 2023
In today’s fast-paced digital landscape and with greater than ever pressure to prove impact, marketing professionals face an ongoing challenge: how to allocate their resources effectively to maximize return on investment (ROI). With countless channels, platforms, and strategies available, it’s crucial to make informed decisions that yield the best results.
Provide Support
OCTOBER 10, 2023
Provide Support, LLC has been offering live chat software for websites for almost 20 years. Our service is known to be the one of the most reliable on the market with 99.99% uptime.
Dealing With Humans
OCTOBER 9, 2023
Over the years of my customer service journey, I always enjoyed being able to answer “Yes” to a guest question. First of all, no one likes being told “No”. “We’ll get to that in a moment. But years back, as a manager at a Colorado cave and theme park, I dealt with a litany of both guest and employee issues over the course of the day. In some cases, I was being called to help a guest with a problem or question, but many times it was staff, many of whom were younger and shy around management.
Zonka Feedback
OCTOBER 13, 2023
Survicate is a well-known customer survey tool that is specifically designed to enable businesses to c ollect customer feedback and analyze the results effortlessly.
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
OCTOBER 9, 2023
When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how […] The post Bilingual Customer Support: Where Live Agents and AI Coincide appeared first on Blue Ocean.
CX Network
OCTOBER 12, 2023
Citibank’s Jasylin Qiyu explains how to engage three prominent customer personas to drive stronger loyalty
SixteenVentures
OCTOBER 12, 2023
Customer Success isn’t a monolith; it’s a symphony of moving parts. Think of it as a well-oiled machine with gears both large and small. The larger gears—your customer-level KPIs—offer those broad-stroke indicators that often make you nod in satisfaction. “Yes, we’re on the right track,” they seem to say. Then there are the smaller, more […] The post From KPIs to Connection: Transforming Metrics Into Meaningful Relationships appeared first on Customer-centric
Zonka Feedback
OCTOBER 9, 2023
A 1 to 7 rating scale survey enables businesses to collect feedback from their target audiences by asking them to give a rating between 1 and 7 based on their opinion of the same. They offer a practical solution that delivers both precision and granularity. It enables businesses to differentiate opinions and satisfaction levels while keeping the process straightforward for respondents.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Customer Think
OCTOBER 13, 2023
Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining… The post Emotional Economics: Crafting Deeper Connections with Those You Serve appeared first on Joseph Michelli | The Miche
CX Network
OCTOBER 10, 2023
How contact centers across the APAC region are embracing new trends, from XCaaS to the rebrand of Twitter
RateMyService
OCTOBER 13, 2023
Simply collecting feedback is not enough; organizations must establish a robust “close the loop” process to effectively utilize customer feedback and make customers feel appreciated. In today’s fiercely competitive business landscape, customer experience is a critical differentiator. Brands that actively engage with feedback , resolve issues and drive continuous improvement are better positioned to deliver exceptional customer experiences, consistently outperform their competitors and fuel susta
SurveySensum
OCTOBER 13, 2023
Not so long ago, automation used to be the bugbear of the customer experience. Certainly from the customer’s point of view. Automated helplines that didn’t help and online support that flopped were most people’s encounters. How times have changed! The advent of AI powered by sophisticated algorithms has transformed mechanization from a customer service hindrance into a potent tool for improving customer 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.
Customer Think
OCTOBER 13, 2023
Since the early 1960s, TV viewers have been fascinated by the futuristic way of life depicted in Hanna-Barbera’s iconic animated show The Jetsons. What stands out most in the series is how quirky machines and robots are part of everyday family life, creating all sorts of new conveniences and experiences.
Zendesk
OCTOBER 13, 2023
The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. So too can businesses create their own playbook and implement it into their customer success strategy. Customer success playbooks provide step-by-step instructions that outline the best practices for achieving specific goals.
MyCustomer Experience
OCTOBER 13, 2023
The focus on generative AI is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate.
SurveySensum
OCTOBER 12, 2023
InMoment is a customer feedback platform that helps you understand the voice of your customers , get actionable insights from qualitative feedback, and auto-categorize unstructured feedback from surveys, online reviews, support tickets, and more. But like every other customer feedback tool, InMoment also has some drawbacks that have encouraged users, such as yourself, to look for InMoment alternatives.
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.
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