Customer Think
MARCH 5, 2024
Forget hold times and frustrating menus! Automation is revolutionizing customer service, and your business needs to jump on board. Imagine: Customers getting instant answers 24/7, solving problems independently, and receiving personalized recommendations – all thanks to smart technology. Sound like a dream? It’s the reality of automation in action.
ECXO
MARCH 5, 2024
Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. Amidst this sea of change, one methodology has emerged as a lighthouse guiding businesses toward success – Design Thinking! Design Thinking, at its core, is a human-centered approach that empathizes with the user, understands their needs, ideates solutions, and prototypes,
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The Belding Group
MARCH 7, 2024
Overwhelmed? Stressed? Depressed? Years ago I learned this: “When nothing’s going right, the worst thing you can do is nothing” Shaun Belding | www.shaunbelding.
Callminer
MARCH 6, 2024
ChatGPT and generative AI have captured the attention of individuals and organizations alike. This blog explores the use of AI in data analytics to process, analyze, and derive insights.
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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.
Futurelab
MARCH 8, 2024
#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” One of our clients is very numbers oriented in their CX approach. Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it. I am obviously joking, but it represents what we often get at companies: the more numbers, the better.
Adrian Swinscoe
MARCH 4, 2024
This is a guest post by Caroline Gleeson, CEO at Occupop. During the Great Resignation, which saw employees voluntarily leaving their jobs en masse, recent statistics […] The post IWD 2024: How Can Businesses Help Women Feel More Supported and Engaged at Work? 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.
Retently
MARCH 5, 2024
Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? Whether you receive enthusiastic praise or face critical remarks, we’ll give you relevant examples and know-how to make your every response count.
Customer Think
MARCH 7, 2024
Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Neither. Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.
Execs In The Know
MARCH 7, 2024
The landscape of financial services evolves constantly, with tech advancements redefining the word “possible” for an industry that has long struggled to fully leverage customer insights. At the heart of this transformation lies the unique relationship between generative AI and big data. As financial institutions (FIs) face greater competition and steeper customer expectations, it’s clear that the convergence of generative AI and big data is not just a trend but a necessary paradigm shift.
Comm100
MARCH 6, 2024
The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.
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.
The DiJulius Group
MARCH 7, 2024
#1 Predictor of a Child’s Lifetime Income / Howard Schultz Tell Starbucks’ Leaders They Lost their Soul / Wendy’s Walking Back Surge Pricing Strategy / No Dreams Left Behind Retailers Ditching Self-Checkout Lanes Industry giants such as Costco, Walmart, Target, Kroger, and Dollar General are reversing their strategy on the self-checkout lanes.
Experience Investigators
MARCH 5, 2024
There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. C-Suite leaders say employee experience is the top priority when thinking about customer experience.
Beyond Philosophy
MARCH 8, 2024
Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.
Customer Think
MARCH 7, 2024
In the previous article in this series on Outcome-Centric Selling® we addressed the importance of identifying and targeting our customer’s most pressing business issues – and now we are going to turn our attention to identifying and targeting our most valuable potential customers.
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.
The DiJulius Group
MARCH 4, 2024
The post Retail Strategy: Experience, Experience, Experience appeared first on The DiJulius Group.
The Squawk Point
MARCH 6, 2024
A Case Study of a Dysfunctional Culture Nick Wallis writes a story that should be a work of science fiction. Like Jurassic Park, he takes a ridiculous premise but then plays the idea through in a totally believable way. Nobody could recreate the dinosaurs, but good fiction takes a bizarre proposition and makes the outcome plausible. Likewise, no Chief Executive would allow her organisation to wrongfully prosecute and imprison innocent contractors and employees.
Beyond Philosophy
MARCH 7, 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: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
Customer Think
MARCH 5, 2024
Expanding an enterprise into new global markets can unlock significant growth opportunities by tapping into diverse consumer bases and lucrative geographies. Access to a broader customer pool allows for increased revenue streams and economies of scale, enhancing the overall competitiveness of the business.
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
CX Network
MARCH 7, 2024
Travel Counsellors’ CTO Jon Bauer explains how the 2023 acquisition of Planisto is taking personalized travel to the next level
The DiJulius Group
MARCH 6, 2024
When a child’s future seems etched by adversity, the power of a dream can be revolutionary. On this episode of The Customer Service Revolution, JKatie Eichenauer of Believe in Dreams joins John. We unwrap the emotions of transforming childhood trauma into triumph. Their discussion ventures into the stories of children rising above their circumstances, revealing.
Zonka Feedback
MARCH 7, 2024
Creating a website survey is a strategic way to gain valuable feedback that can enhance user experience and drive business growth. It helps you know how your website visitors perceive their experience of using your website and guides you to make improvements and create better website experiences.
Customer Think
MARCH 7, 2024
Cross-channel marketing has emerged as a crucial tactic for customer engagement. It is an approach that aims to create brand consistency across various channels and requires consideration of all buyer interactions and the smooth integration of both online and offline channels (like email, website, push notifications, SMS, and in-app alerts) for effective customer communication.
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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.
CX Network
MARCH 7, 2024
In the world of finance, wealthy clients demand sophistication, foresight and bespoke solutions.
Intercom
MARCH 7, 2024
Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. With an AI engine at the core – rather than bolted on to the edges – your team can provide personalized support at scale, boost team and operational efficiency, and i
Zonka Feedback
MARCH 5, 2024
What connection does sentiment analysis have with boosting NPS? While the Net Promoter Score (NPS) provides a valuable snapshot of customer loyalty, sentiment analysis highlights the underlying reasons behind a customer's score. It tells you the specific aspects of your product, service, or brand experience that are driving satisfaction or dissatisfaction.
Customer Think
MARCH 7, 2024
A few years ago, when I was in Nashville, I wandered into a used bookstore and bought called Foremanship1 written in 1927 by Glenn L. Gardiner, the “former director of foremanship development at the Oakland Motor Car Company.” Part of General Motors since 1909, it later became known as Pontiac.
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
Zendesk
MARCH 8, 2024
Why using Zendesk WFM’s Forecast feature is a must It highlights your trends over time It lets you check your gut feelings against real data It gives you an idea of where you are vs. where you should be It’s a launchpad for creating outstanding schedules It tells you, down to minute-level increments, how you should be staffing It shows you where and when your team needs help It provides a rough idea of the future, which will either give you an edge over your competition or put you on
SurveySensum
MARCH 8, 2024
Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23 million in 2020, and you can expect to see that grow at a CAGR of 8.8% and reach $1.7 billion by 2030.
Logicalware
MARCH 7, 2024
The financial services industry has changed radically in the past decade. From relying on traditional in-person meetings as the main point of contact, the industry has now fully embraced a digital-first approach. At the same time, clients demand convenience, security and personalised interactions. In fact, 80% of clients say the experience a company provides is as important as its products and services.
Customer Think
MARCH 4, 2024
In recent years, the landscape of business-to-business (B2B) technology has undergone a significant transformation. Traditional models of selling software and services have given way to subscription-based models, where customers pay on a recurring basis for access to products and ongoing support.
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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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