The DiJulius Group

MAY 1, 2023

Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.

Customer Experience 117

Customer Experience 117

CSAT.AI

MAY 3, 2023

Today we’re following up on our improper ticket closing blog. What happens to a ticket before it reaches the closing stage (if it ever does) impacts metrics and CX too. These are six ticket handling problems to avoid. 1) Assembly Line Service When the customer’s issue is assigned a number sometimes the customer themselves is left behind. Shuffling a ticket around in order to tick the boxes of a workflow without considering the customer is an example of poor ticket management.

CX 78

CX Sentiment Analysis AI Customer Relationship 78

Bill Quiseng

MAY 3, 2023

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

Hospitality 167

Hospitality Hospitality Social Media CX 167

Callminer

MAY 5, 2023

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

Innovation 242

Innovation 242

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 Satisfaction

Adrian Swinscoe

MAY 3, 2023

Today’s interview is with Ryan McDonald, Chief Scientist at ASAPP. Ryan joins me today to talk about his experience over the last 20 years in the […] The post The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP first appeared on Adrian Swinscoe.

AI 190

AI 190

Customer Think

MAY 4, 2023

The recent pullback in headcount and spending at technology companies has put a big dent in marketing team budgets. We’re seeing this impact spread beyond the tech sector, squeezing marketing spend across industries. At the same time, consumers are demanding more personalized experiences, which requires investment in better marketing approaches.

Customer Loyalty 122

Customer Loyalty Technology Technology 122

MyCustomer Experience

MAY 5, 2023

4 Strategies to Get the Most Out of Your Small CX Team Forrester predicts that in the next year, one in five customer experience (CX).

CX 105

CX Customer Experience 105

Execs In The Know

MAY 4, 2023

woom Bikes are the epitome of awesomeness in the world of two-wheeled wonders! These exceptional bicycles have taken the market by storm, capturing the hearts and imaginations of children and parents alike. The brand specializes in designing and manufacturing high-quality bicycles for children. Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. woom was founded by two dads in a garage in Vienna, Austria i

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Customer Think

MAY 4, 2023

Technology is getting more incorporated into our daily lives in today’s environment. With this comes the ability to not only make our lives easier but also to make a beneficial impact on the environment.

Technology 114

Technology Technology 114

CX Network

MAY 5, 2023

Jeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys

Sentiment Analysis 98

Sentiment Analysis AI CX 98

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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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TeamSupport

MAY 3, 2023

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

Customer Satisfaction 98

Customer Satisfaction Customer Acquisition Education Start-ups 98

Execs In The Know

APRIL 30, 2023

May is Mental Health Awareness Month, a time to educate people about mental health conditions and reduce the stigma around mental illness. In recent years, stress and anxiety levels have skyrocketed, a strong reminder that prioritizing mental health is just as important as physical health. Businesses play a crucial role in creating a supportive environment for their employees, and in this blog post, we’ll discuss why mental health awareness is essential for businesses, how National Allianc

Education 97

Education Social Media Start-ups 97

Zendesk

MAY 4, 2023

Zendesk Relate is happening in just a few days. I’m attending in person on May 10 in San Francisco, and I’m excited to learn more about where the customer experience is heading. The great news is that you don’t have to be in San Francisco to join me—the opening keynote will be broadcast across five different time zones, so you can register for the one that works best for you.

AI 96

AI Start-ups Customer Experience CX 96

Customer Think

MAY 2, 2023

An arms race is raging in the AI industry — every organization is frantically investing in or investigating how the large language models (LLMs) that powers Generative AI can be applied to the enterprise. Generative AI will be on every organization’s digital transformation roadmap.

AI 95

AI Artificial Intelligence Technology Technology 95

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.

AI

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.

Start-ups 78

Start-ups Gambling Social Media Education 78

Fonolo

MAY 3, 2023

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems.

Contact Center 75

Contact Center Net Promoter Score Customer Satisfaction Start-ups 75

Customer Experience Matrix

MAY 5, 2023

Like everyone else, I’ve been pondering what generative AI means for martech, marketing, and the world in general. My crystal ball is no clearer than yours but I’ll share my thoughts anyway. Let’s start by looking how past technology changes have played out. My template is the transition from steam to electric power in factories. This happened in stages: first, the new technology was used in exactly the same way as the old technology (in factories, this meant powering the shafts and belts that p

AI 59

AI Technology Technology Engineering 59

Customer Think

MAY 2, 2023

The outpouring of enthusiasm for ChatGPT, and the flurry of recent AI-related product announcements from tech companies indicate that generative artificial intelligence will soon play a much larger role in marketing. But the specific path forward for.

Artificial Intelligence 86

Artificial Intelligence AI Technology Technology 86

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.

AI

Beyond Philosophy

APRIL 29, 2023

If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day because this podcast is a mash-up of both series. Not only that, but we also added in 5 more bonus rules for 100% more rules. It seems that quite a few people in our audience have a pickle.

Start-ups 78

Start-ups Customer Experience 78

VOZIQ

MAY 5, 2023

Sales or new customer acquisition is the most fundamental and obvious contributor to revenue growth. When we set a higher revenue target for a new financial year, we establish new benchmarks for sales efforts that highlight how many new customers we should aim to acquire that year. However, at the same time, there are several less-tapped growth opportunities that can boost the overall customer revenue by supporting your sales goals and reducing the cost of acquisition—and these opportunities do

Customer Acquisition 52

Customer Acquisition Net Promoter Score Machine Learning Customer Retention 52

SixteenVentures

MAY 4, 2023

In the rapidly evolving business world, the focus is often skewed towards acquiring new customers. However, the real magic happens when we tap into the potential of our existing customer base. Welcome to the realm of ‘Selling to Existing Customers,’ an arena that has the power to catapult your business towards exponential growth, if maneuvered […] The post Driving Exponential Growth: The Art of Selling to Existing Customers appeared first on Customer-centric Growth by Lincoln M

Sales 52

Sales 52

Customer Think

MAY 2, 2023

Forget 30-roll packages of toilet paper. For two days in mid-April, members of Costco Wholesale could buy a beautiful she shed (or he shed) at a discount of $7,000, and then have it shipped directly to them. Which raises the question: Wow, Costco, what’s Next?

Customer Loyalty 83

Customer Loyalty 83

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 Experience

ProProfs

MAY 4, 2023

Did you know that almost two-thirds of U.S. employees are disengaged ? This is according to the 2021 Gallup survey for employee engagement , which also revealed that as many as 14% of the employees actually go out of their way to hurt their organization. Is your company also facing the woes of employee disengagement? If yes, we have great news for you.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Knowmax

MAY 4, 2023

The post Guided Knowledge for CX Transformation: Jupiter’s Success Story appeared first on Knowmax.

CX Transformation 52

CX Transformation CX Customer Service 52

Zonka Feedback

MAY 4, 2023

"Customer experience" describes the overall impression customers have with a company, from the initial contact through all points of interaction. Throughout all stages of the buyer's journey, customer experience plays a significant role in driving loyalty, retention, and repeat business.

Customer Experience 52

Customer Experience 52

Customer Think

MAY 4, 2023

My first brush with what was then called customer satisfaction was with a mega B2B firm in financial services. Both the CEO and President were Harvard-trained economists, not exactly lightweights.

B2B 81

B2B CX Customer Satisfaction Customer Loyalty 81

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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.

AI

Comm100

MAY 4, 2023

Digital banking provides a host of benefits for the end user, from convenience and 24/7 availability to lower costs. However, there is one factor that can be lost within digital banking which many customers still long for. Personal, human interactions. This is where live chat comes in. Live chat allows banks and other financial institutions to bring the personal touch back into virtual interactions.

Customer Experience 52

Customer Experience Customer Relationship Management CRM Customer Retention 52

cxservice360

MAY 4, 2023

A company’s success hinges on maintaining happy customers in today’s competitive business environment. Using chatbots is one approach to guarantee happy consumers all the time. The post 8 Unique Uses of Chatbots that Enhance the Customer Experience appeared first on CXService360.

Customer Experience 52

Customer Experience 52

RateMyService

MAY 4, 2023

Overcoming cultural barriers to delivering consistent customer experiences [link] Culture is recognised as a significant barrier to delivering a consistent customer experience. Various companies we have worked with describe their frustrations with different departments working in silos and customer experience being a front-line problem only. Every company has silos, whether organisational, hierarchical or channel.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint Gaming 52

Customer Think

APRIL 29, 2023

I originally wrote today’s post for Concentrix. It recently appeared on their site. The customer experience never sits still. Just as customer tastes and preferences change, CX is always evolving. According to Adobe’s 2023 Digital Trends Experience.

CX 75

CX Customer Experience 75

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.

Technology