Callminer
JUNE 19, 2024
Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.
Adrian Swinscoe
JUNE 21, 2024
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.
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Futurelab
JUNE 21, 2024
#NoBullshitCX #20yearsFuturelab “Cut down mental effort.” Last week was my birthday. One of the gifts I received was a book–not written by my favourite author but recommended by him. My To Be Read stack is rather large, and it’s only growing, but that does not stop me from getting more books*. I do not stop there. I also want to watch every series, listen to every new album, visit every city, and try every food on the planet.
eglobalis
JUNE 19, 2024
Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
Customer Think
JUNE 18, 2024
Image Rights for ECXO: Generated by MidJourney and DALL-E The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.
Adrian Swinscoe
JUNE 17, 2024
This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
JUNE 19, 2024
DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience. From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations
Intercom
JUNE 20, 2024
The latest breakthroughs in AI are already profoundly changing customer service. But what does it take to build systems that can truly leverage it? This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. People have been trying to develop computer systems capable of understanding natural language for decades.
Doing CX Right
JUNE 17, 2024
Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.
Beyond Philosophy
JUNE 21, 2024
Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sunken Cost Fallacy, where people need help to walk away from investments, leading to subsequent mistakes.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Heart of the Customer
JUNE 21, 2024
The Secrets to AGCO’s Positive Customer Experience Success Courtney Warford leads an inspiring program at AGCO. She has done a marvelous job of connecting customer experience to operations, creating outsized influence throughout the company. In return, AGCO has invested to become even more customer-focused with the growth of Courtney’s CX practitioner team over the last […] The post The Secrets to AGCO’s CX Success appeared first on Heart of the Customer.
The DiJulius Group
JUNE 18, 2024
Start Wowing Your New Employees the Moment They Get Hired *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When I hire someone, that is when I go to work for them.” The percentage of employees who quit before their first day. Read Full Article The post New Hire?
Customer Think
JUNE 20, 2024
OpenAI´s launch of GPT-4o marks a significant leap forward in LLMs (large language models) in regard to combining the capabilities of text, audio, and visual data processing. This comprehensive AI model promises to transform customer service.
Beyond Philosophy
JUNE 20, 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: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
CX Network
JUNE 18, 2024
Find out how important customer loyalty and retention are to practitioners in 2024, where they’re investing to nurture it and the role that technology is playing
Hodusoft
JUNE 19, 2024
Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. After you’ve provided the inputs in the interactive voice response (IVR) system, the call goes to an agent who does not have the adequate skills and expertise to provide you with the solutions you are looking for.
Customer Think
JUNE 18, 2024
Email marketing is one of the most effective ways to connect with your audience. But what good is your perfectly crafted message if no one opens it? Or worse, if they open it but don’t click through to your content? If you’ve been struggling with low open and click-through rates, you’re not alone.
SurveySensum
JUNE 19, 2024
Do your surveys lack your brand’s unique touch with your logo, colors, and design? Then change the game with white-label surveys! No more generic templates with someone else’s logo, let your customers know that it’s you! With the help of a robust white-label survey builder, you can use your company’s color palette, logos, and fonts, ensuring that every survey reflects your brand’s identity.
Speaker: Jason Cottrell and Brian Walker
The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.
The DiJulius Group
JUNE 19, 2024
Can AI revolutionize customer service? In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance customer interactions across phone, email, Read Full Article The post 161: Improve CX in Contact Centers with Technology appeared first on The DiJulius Group.
NGDATA
JUNE 18, 2024
The success of AI initiatives relies heavily on organizational culture and leadership. Leaders must drive AI readiness by educating and empowering employees, fostering collaboration between AI experts and other team members, and ensuring continuous investment in AI technology and skills development. This approach enables businesses to leverage AI for increased revenue, cost reduction, and competitive advantage.
Customer Think
JUNE 18, 2024
Customer Relationship Management (CRM) systems have evolved significantly over the past few years. As businesses become increasingly customer-centric, the demand for more sophisticated and integrated CRM solutions continues to rise. In 2024, the CRM landscape is poised for even more transformation, driven by technological advancements and changing business needs.
Experience Investigators
JUNE 18, 2024
When we hear from CX change agents about what it takes to run a successful customer experience program , they usually mention at least one of these three challenges: It’s unclear how they should measure success, making it harder to quantify their results and make the case for more resources Data collection can be time-consuming and tricky, which takes time from other activities that may have a stronger impact Leaders feel they lack the influence to align their organization, so customers receive
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.
CallCare
JUNE 18, 2024
Lone worker risk assessments are needed for the safety and well-being of employees who operate in isolation. Lone workers, often found in industries such as healthcare, security, and field services, face unique challenges that can escalate into serious hazards without immediate support. Conducting thorough risk assessments helps identify potential dangers, comply with legal obligations, and implement effective safety measures.
NGDATA
JUNE 18, 2024
In the transition to a cookie-less future, banks must leverage first-party data while maintaining privacy and regulatory compliance. By adopting privacy-centric strategies, banks can enhance customer experiences, boost engagement, and foster trust. Key tactics include contextual relevance in credit card offers, targeted marketing using first-party data, and ensuring transparency and fairness in data practices.
Customer Think
JUNE 15, 2024
For tech leaders whose job is to manage customer data infrastructure, I have good news: lakehouse architecture will make things so much easier. I know from talking with brands that putting customer data to work has often meant inefficiencies in cost and effort.
CommBox
JUNE 17, 2024
Introduction When it comes to service, consumer expectations are high. Retailers must provide exceptional customer experiences to stay ahead of competitors and surpass consumer expectations. How can they achieve this? By integrating AI technologies such as CommBox’s AI-driven platform, retailers can transform the retail customer experience. Let’s explore how CommBox can inspire retailers to succeed in this fast-changing environment.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Help Scout
JUNE 19, 2024
Chatbots and conversational AI are terms that are sometimes used interchangeably, but they aren't the same thing. Learn the difference and find the right solution for you.
NGDATA
JUNE 18, 2024
Nine essential tools for demand generation marketing include HubSpot for CRM and automation, ChatGPT Pro for idea validation, and Originality.ai for content authenticity. Oktopost manages social media, Ahrefs provides SEO insights, and Lucky Orange offers website optimization. Drift enhances customer engagement with AI, Canva simplifies graphic design, and Metadata.io automates ad campaigns.
Customer Think
JUNE 21, 2024
Customer service has long been a critical component of business success, but the advent of AI and machine learning is transforming the landscape. These technologies are not just enhancing customer service—they are revolutionizing it.
SugarCRM
JUNE 20, 2024
In the world of business, opportunities often come with an expiration date. It’s easy to get caught up in the promise of potential gains, focusing heavily on the Return on Investment (ROI) that a new project or initiative might bring. However, an equally crucial aspect that often goes overlooked is the Costs of Inaction (COI). Understanding the Cost of Inaction (COI) The Cost of Inaction is essentially the price you pay for not taking action.
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.
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