Inside Customer Service
SEPTEMBER 12, 2024
You want to create a customer experience vision. A CX vision is the foundation of any service culture. It's a shared definition of an outstanding customer experience that gets everyone on the same page. The one thing stopping you is time. You cringe at the thought of endless focus groups, exhaustive committee meetings, and months of back-and-forth. All that to create an incomprehensible word salad that nobody likes.
eglobalis
SEPTEMBER 11, 2024
To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? Introduction: The Vital Role of Employees in Driving Innovation In today’s business landscape, innovation is no longer a luxury—it’s a necessity.
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Callminer
SEPTEMBER 9, 2024
CallMiner's 2024 CX Landscape Report makes one thing clear — organizations are becoming more intentional and strategic about their use of AI to drive CX and overall business value.
Adrian Swinscoe
SEPTEMBER 9, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. According to Government research, one in six organisations now uses AI […] The post AI and employment law gaps: Three ways businesses can navigate current and future challenges first appeared on Adrian Swinscoe.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Customer Think
SEPTEMBER 11, 2024
The original article was posted on Eglobalis.com/blog: [link] What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged.
CX Network
SEPTEMBER 11, 2024
Discover why ticketing systems and in-app messaging channels have the strongest growth outlook in the Asia-Pacific region
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
SEPTEMBER 9, 2024
A Selling Experience Formula Selling has never been more difficult in today’s crowded market, where it is hard to tell one company, service, & product from another. A great company must train its sales teams to differentiate within the first few moments of contact with a potential buyer through the entire sales process. You are. Read Full Article The post The Formula That Turns Selling Into An Experience appeared first on The DiJulius Group.
Customer Think
SEPTEMBER 12, 2024
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” The Golden Rules represent essential guidelines for achieving success either broadly or within a specific endeavor. This is the second of a three-part series on the nine golden rules for CX Success.
CX Network
SEPTEMBER 12, 2024
Align Technology's chief customer officer explains how to engage patients with conversational AI
Intercom
SEPTEMBER 12, 2024
Intercom is at the forefront of shaping the future of customer support by building AI into the core of our platform. Unlike most platforms that are made up of disparate tools that are pieced together through acquisitions, what we like to call a “ Frankenstack ”. We’ve built Intercom to be a single connected system where every tool your team needs is built to work together, where all of your content and data can be managed in one place, and where your human agents and where your AI agents c
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Beyond Philosophy
SEPTEMBER 13, 2024
Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.
Customer Think
SEPTEMBER 13, 2024
Believe it or not, the holiday season is upon us—and for retailers, it’s crunch time. With heightened competition and consumer expectations, there’s little room for error when it comes to planning your customer journey.
CX Network
SEPTEMBER 12, 2024
Delivery disappointments can turn customers off for life.
Execs In The Know
SEPTEMBER 11, 2024
Brands are turning to AI-powered solutions to stay ahead of the curve. If your organization hasn’t yet explored the potential of AI in your contact center, now is the time. Our latest report in partnership with ASAPP , The State of the Tech: AI in the Contact Center , delivers key insights into how AI is transforming CX operations. Here’s a snapshot of some exciting findings pointing to AI as a trend and a necessity for delivering superior customer interactions.
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.
Beyond Philosophy
SEPTEMBER 12, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Have you ever had a moment where you wonder if you should be doing what you are doing? Recently, I did. One of our podcast listeners questioned the ethics of leveraging a sense of urgency as a marketing tactic, which had me pondering the meaning of life, the universe, and everything.
Customer Think
SEPTEMBER 10, 2024
In today’s fast-paced digital world, businesses must leverage online marketing strategies to stay competitive. Digital marketing companies play a crucial role in helping businesses enhance their online presence, engage with their target audience, and drive sales.
Doing CX Right
SEPTEMBER 9, 2024
Is the healthcare system truly patient-centered? Learn strategies to improve patient access, leverage behavioral science, and use AI responsibly. Listen to Doing CX Right Podcast Ep. 145 with host Stacy Sherman and Pfizer Customer Experience Leader, Miya Grey. The post Transforming Healthcare – Proven Customer Experience Strategies appeared first on Doing CX Right.
DMG Consulting
SEPTEMBER 7, 2024
Real-Time Adaptive Intelligent Routing Donna Fluss discusses how A.I. real-time adaptive intelligent routing systems can improve contact center operations. The post Real-Time Adaptive Intelligent Routing appeared first on DMG Consulting.
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
SurveySensum
SEPTEMBER 13, 2024
You’re about to launch a new product and need quick, actionable insights from your customers. But how can you gather this information in a way that’s EASY and QUICK for them to answer and STRAIGHTFORWARD for you to analyze? The answer lies in Multiple Choice Questions (MCQs) — a simple and efficient way to collect clear, actionable data. These surveys are the best for mobile users, which helps boost survey completion rates and ensures your data remains well-organized and ready for analysi
Customer Think
SEPTEMBER 10, 2024
I recently worked on a monetization strategy content project in relation to SaaS companies. The research involved taking a hard look at how subscriptions and behavior relate to growing product revenue during economic uncertainty. I found myself pondering how pricing — and types of pricing — encourage or incentivize spending with customers.
SixteenVentures
SEPTEMBER 12, 2024
Why Understanding Customer Goals Is the Key to Real Customer Success They don’t like it when I say this. To paraphrase my wife’s yoga shirt about peace: No Goals, No Customer Success.Know Goals, Know Customer Success. It’s time to get real. But let’s revisit something first—the definition of Customer Success. Customer Success is when our […] The post No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework appeared first on Customer-centric
Gainsight
SEPTEMBER 12, 2024
Pulse Europe is only two months away and we are getting fired up! It’s an event unlike any other. Not only does it bring the brightest minds and best community in all of customer success (CS), Pulse is also the best place to get a look at Nick Mehta’s impressive shoe collection. With so much information and inspiration packed into two days, it’s important to plan ahead.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Hodusoft
SEPTEMBER 12, 2024
Managing Customer Data & Communication: HoduSoft’s Answer to E-commerce Call Center Struggles From daily-use commodities such as groceries and personal care items to luxury goods such as designer apparel, footwear, and accessories, e-commerce websites are one-stop solutions for a majority of people. In the digital age, as more and more people entrust e-commerce companies with their personal and financial information, effective management of customer data and communication becomes crucial for
Customer Think
SEPTEMBER 11, 2024
If you’re the CEO of a B2B SaaS business, you’ve likely noticed deal closure rates declining over the past few quarters. Multiple surveys have confirmed this troubling trend, with The Bridge Group reporting that SaaS win rates declined from 23% in 2023 to 19% in their 2024 SaaS Account Executive Report.
SurveySensum
SEPTEMBER 12, 2024
Want to launch a new product but need to know how your consumers are going to react? Well, let’s do some good old market research to understand your consumer’s buying behavior and pattern. But how to do that? By creating a buying behavior questionnaire to ask your customers what leads them to purchase your product or use your service. But what consumer behavior survey questions should you ask and how does launching this survey impact your business?
Gainsight
SEPTEMBER 12, 2024
Pulse Europe is only two months away and we are getting fired up! It’s an event unlike any other. Not only does it bring the brightest minds and best community in all of customer success (CS), Pulse is also the best place to get a look at Nick Mehta’s impressive shoe collection. With so much information and inspiration packed into two days, it’s important to plan ahead.
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
The DiJulius Group
SEPTEMBER 10, 2024
Is it possible to connect and lead GenZ’s the same way you have commanded other generations? In this episode, Chief Revolution Officer John DiJulius talks with Brian Polian. After 25 years of coaching football at the highest levels at such places as Notre Dame, LSU, Stanford, and Texas A&M, Brian stepped back from the coaching. Read Full Article The post 170: Leading Gen Z’s appeared first on The DiJulius Group.
Customer Think
SEPTEMBER 10, 2024
Hybrid work models offer employees greater flexibility and autonomy, but they also run the risk of introducing significant challenges. Coordinating projects across time zones using a variety of communication and project management tools leads to delays and inefficiencies.
SurveySensum
SEPTEMBER 11, 2024
The future of customer experience is no longer being driven just by who is making a better product but also by who will create a better and more memorable experience. The future now stands on four pillars – data, AI, personalization, and convenience. This creates even more pressure on organizations to retain customers in an era where their preferences and expectations are changing quickly every day and as customer expectations change, so should CX strategies to accommodate these changes.
Gainsight
SEPTEMBER 10, 2024
A few decades ago, the predictions for 2024 included flying cars and robots everywhere. While some of our ideas came true, most did not. In fact, looking back on everything we thought we would have by now only shows us how hard it is to predict what the future will hold. Instead, the best we can do is prepare for as many futures as possible. For SaaS companies, that means identifying what our teams need to succeed and what tech is available to help them.
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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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