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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.
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.
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.
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.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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.
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.
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust
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The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust
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
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.
Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.
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.
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
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.
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.
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.
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.
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.
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
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.
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.
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.
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
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
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?
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
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.
"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.
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.
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
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.
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.
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.
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.
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.
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