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While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures.
Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe.
Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty.
Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. This is especially true for contact center and customer service professionals – after all, customer behavior is constantly shifting, and it’s critical for businesses to meet their expectations. Fortunately, e-learning has made call center management courses more accessible than ever.
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.
Marketing a business online can take many different forms, use various types of media and focus on a range of digital platforms and networks. But irrespective of where your main focus lies in the online marketing landscape, creating great written content will be a significant part of that mix. However, producing popular, informative, engaging content […].
The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used.
"When you dismiss their compliments - or worse - mock them, you make people feel silly for having made the effort. Don't ever do that. The most powerful thing you can ever say is a simple, unqualified, "Thank you."". Shaun Belding | www.shaunbelding.com.
In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions. Business owners use CRM systems to assess the big picture of their customers’ […].
Why It’s Time to Move Beyond Self Service . Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. A bad self-service user experience can leave a customer feeling confused and frustrated. .
The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,
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 customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.
So, you’ve tried to find the best email marketing software for your business, maybe you have an email list with potential customers eager to learn about your brand. You might have even sent a few emails to these recipients, but quick question – what happens now? Answer: you take your campaign to the next level […].
Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service. New technologies such as cloud-based virtual call centers, AI-driven chatbots, interactive voice response (IVR), and voice biometrics have all become integral components of many companies’ front-line customer service teams.
Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up. This privacy focus also arrives at a time when customer demands for immediacy are also peaking. Live chat solutions are designed to provide fast communications, but can they also do it while securing business and customer privacy?
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.
Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience.
The theme of this year’s Cyber Security Awareness Month was “See Yourself in Cyber.” According to The Cybersecurity and Infrastructure Security Agency (CISA), the theme demonstrates that while cybersecurity may seem like a complex subject, ultimately, it’s really all about people. The purpose is to ensure all organizations make smart decisions when it comes to […].
Strategies for Leading a Multilingual Global Contact Center. When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem. This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. .
It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round: Recognize that your agents want to enjoy the holidays too. Help them to do that. Be as considerate as possible with scheduling.
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
The summer of 2022 saw upheaval in the domestic live commerce space. After TikTok abandoned or delayed its livestream commerce plans in the U.S. and Europe in July, Facebook dropped plans to roll out livestream shopping. Then, in early September, Instagram issued an internal memo stating that the company’s Shopping page will be going away […].
If it seems a bit ironic to turn to technology for a solution to technology, why not just embrace a digital detox? This means switching off all electronic devices (mobiles, smartphones, tablets, laptops, and computers) for a certain period of time. Numerous studies have shown that more time off-screen can lead to everything from an. Read Full Article.
Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control. The post Improving Customer Service Results Through Empowered Agents appeared first on Doing CX Right.
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.
Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.
These days brands are using negative feedback loops as well as positive feedback loops so as to effectively manage customer relationships. By implementing positive and negative feedback loops, businesses can focus on issues and find bits of knowledge that will help them to develop strategies and find solutions to improve their processes, products and services. […].
I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?
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
This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer.
The threat of a recession is looming, and layoffs and hiring freezes are already impacting many organizations. How can your organization protect its bottom line and endure this economic uncertainty? One thing is for sure: customer service cannot take a backseat. During periods of disruption, new customers can be few and far between, so retailers […].
As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships. To truly tap into this new way of driving growth, here are 5 key strategies that other marketers have found to be effective: 1.
Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are.
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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