Adrian Swinscoe
OCTOBER 15, 2024
Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to […] The post The five promises of personalization – Interview with Mark Abraham and David Edelman first appeared on Adrian Swinscoe.
eglobalis
OCTOBER 14, 2024
Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. These pillars include customer journey mapping, feedback mechanisms, employee experience, customer experience culture and strategy, with some variations such as McKinsey’s operational efficiency model.
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ECXO
OCTOBER 14, 2024
CX Awareness. How Customer-Centric is Your Organization? We live in such a dynamic business environment that adopting a customer-centric mindset is not just beneficial; it’s necessary. Companies that prioritize customer satisfaction tend to enjoy higher loyalty rates, better brand reputation, and, ultimately, more robust bottom lines. But what does it truly mean to be customer-centric, and how can you tell if your organization embodies this approach?
Kate Nasser
OCTOBER 13, 2024
Excellence in sales, service, leadership, & teamwork requires consistency not repetition. Here is the difference between the two and how to achieve one and avoid the risks of the other. The post Excellence: The Challenge is Consistency Not Repetition #CX #Leadership appeared first on KateNasser.com.
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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.
Beyond Philosophy
OCTOBER 17, 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: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.
Totango
OCTOBER 14, 2024
Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Experience Investigators
OCTOBER 15, 2024
Ever felt like you’re juggling too many priorities and not making the impact you desire? Discover how small teams can master the art of prioritizing impact within the customer experience realm. In this episode, Jeannie Walters guides you through strategies to define clear organizational outcomes and align your efforts with those critical goals.
SurveySensum
OCTOBER 17, 2024
73% of consumers across the globe expect companies to understand their unique expectations and needs — Customer Feedback Analytics is the key to it! By closely analyzing customer feedback – be it through surveys, reviews, or social media comments – companies can gain deep insights into how customers feel about their products or services.
Totango
OCTOBER 14, 2024
Key takeaways : The buying cycle is more complex than ever, with increased scrutiny from finance. Every business needs a customer-led growth motion to stay in business for the long term. Go-to-market teams need to prioritize customer ROI as the driver of decision-making, metrics tracking, and relationship management. Account executives can’t sell like it’s 2017 anymore.
Retently
OCTOBER 16, 2024
Imagine transforming every email you send into an instant feedback opportunity. That’s exactly what email signature surveys can do! Without adding any extra steps or disrupting your recipient’s flow, you can gather real-time insights with every interaction. As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 billion market by 2027 – this simple addition to your signature could be your key to unlocking deeper insights into customer sentiment.
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.
Comm100
OCTOBER 13, 2024
The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other. Recently, Phil Chatterton, our VP of Partnerships, hosted a webinar with two experts, Jonathan Michaels, the former VP of Strategic Alliances at the American Gaming Association, and Dani Milkova, the CEO of Rakia Media, to discuss how iGaming companies can better engage their players, especially as new technologi
SurveySensum
OCTOBER 15, 2024
What are open-ended or closed-ended questions? How to differentiate between them? When to use each of them in your survey? You must have wondered about these while designing your survey or questionnaire. Understanding their difference and use cases will only help you create an effective survey design and gather relevant data for analysis. So, let’s answer these questions and understand the key differences between open ended vs closed ended questions.
Intercom
OCTOBER 17, 2024
Email is an essential channel for support, but email conversations lead to slower resolutions for customers when compared with synchronous channels like live chat. With the advent of AI-first customer service, a lot of frontline customer queries are now being dealt with by LLM-powered AI agents. Our own Fin AI Agent resolves more than 50% of customer queries immediately.
1 to 1
OCTOBER 14, 2024
Improve CX and drive ROI with a roles-based strategy The AI landscape is evolving so quickly, it seems like nearly every day there’s another “shiny new object” promising to revolutionize customer experience (CX). As brands try to stay on the cutting edge of technology – and one step ahead of their competitors – the compulsion to adopt AI, and the sheer number of tools available, can be overwhelming.
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.
CX Network
OCTOBER 15, 2024
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
SurveySensum
OCTOBER 16, 2024
80% of companies that have experienced positive growth use customer surveys to gather customer feedback, compared to 58% of non-growth companies. Whether you want to research market trends or improve your customer experience – launching business surveys is an effective way to understand your customer’s preferences, pain points, and expectations.
Help Scout
OCTOBER 14, 2024
We're in the midst of the race to fill a market gap created by generative AI.
Doing CX Right
OCTOBER 13, 2024
Learn how businesses can navigate competition and prepare for unexpected disruptions, using lessons from the tennis and pickleball rivalry. The post Navigating Competition: Preparing for Your Industry’s ‘Pickleball Moment’ appeared first on Doing CX Right.
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
Execs In The Know
OCTOBER 18, 2024
By Allyson Scott, VP of Strategy & Brand, Quiq As we wrap up 2024, CX leaders are witnessing a seismic shift in attitudes towards Generative AI (GenAI) adoption. In this article, I explore the latest AI trends, challenges, and opportunities in AI-driven CX, offering insight into the top five trends we’ve identified at Quiq. 1. GenAI Has Been Fully Accepted According to a recent Deloitte survey, two-thirds of surveyed organizations (67%) said they are increasing investments in GenAI.
SurveySensum
OCTOBER 18, 2024
How do you ensure that your surveys gather the MOST RELEVANT feedback? — With Embedded Surveys But, what exactly are embedded surveys and how do they actually impact your response rates while optimizing your feedback collection? Well, let’s find out! What Are Embedded Surveys? Embedded surveys are a type of customer survey that can be seamlessly embedded within a website, email, or app, allowing respondents to answer questions without switching to different platforms.
Intercom
OCTOBER 17, 2024
Last week, we hosted our Pioneer summit in London. The day-long event brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from: Intercom Co-founder and CEO Eoghan McCabe , outlining our big ambitions in the customer service space.
Smart Customer Service
OCTOBER 16, 2024
Dan Bodner, Verint chairman and CEO, sat down for a far-reaching interview with DestinationCRM.com during the Verint Engage 2024 conference in Orlando, Fla., answering questions on everything from the growth and future of the company to the outlook for the contact center industry.
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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.
Zonka Feedback
OCTOBER 16, 2024
Imagine this: Your company is growing rapidly, expanding into new markets, and serving a global audience. You rely on customer feedback to drive product improvements, but your current customer experience software isn’t keeping up with your needs. Multilingual surveys are a headache, response rates are low, and feedback processing takes too long.
Gainsight
OCTOBER 15, 2024
For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically. With the advancement of Gen AI for CS , we’re entering a transformative era, where Customer Success is evolving into something far more dynamic and impactful.
Service Quality Institute
OCTOBER 15, 2024
In a recent study from Intelligent.com , “After experiencing a raft of problems with young new hires, one in six bosses say they’re hesitant to hire college grads again. Meanwhile, one in seven bosses have admitted that they may avoid hiring them altogether next year. Three-quarters of the companies surveyed said some or all of their recent graduate hires were unsatisfactory in some way.
Execs In The Know
OCTOBER 14, 2024
What is AI customer feedback analysis? AI customer feedback analysis uses artificial intelligence to gather, analyze, and present valuable insights from customer feedback. This feedback can come from surveys, customer conversations, support ticket data, and more. The ultimate goal is to help businesses better understand their customers, optimize agent performance, and make data-driven decisions to improve the customer experience—all at the speed needed to keep up with the marketplace.
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
SurveySensum
OCTOBER 14, 2024
Want to know your customers’ frequency of returning to buy your products and services? Are they satisfied with the customer service that you offered to them? Well, these are important questions for a company’s success as they help them improve their quality of service and products. The good thing is that you can get answers to all these questions by crafting effective Voice of the Customer questions.
Gainsight
OCTOBER 15, 2024
For the past decade, Customer Success (CS) has been defined by a straightforward mission: guide customers to achieve their desired outcomes with your product or service. While this goal remains steadfast, the landscape of Customer Success is shifting dramatically. With the advancement of Gen AI for CS , we’re entering a transformative era, where Customer Success is evolving into something far more dynamic and impactful.
SugarCRM
OCTOBER 15, 2024
All companies have one ultimate goal: to serve the customer. While the road to satisfied customers is straightforward for many industries, those in manufacturing face a series of challenges. Although we are a few years removed from the original 2020 market chaos, many manufacturers are still dealing with the ripple effect those supply chain disruptions had.
The DiJulius Group
OCTOBER 14, 2024
The Future of CX has never looked Brighter We would like to congratulate the graduating class of Customer eXperience Executive Academy (CXEA) 2024! During this part-time, twelve month program, graduates were trained to design, lead, and manage the customer experience their companies deliver. Each completed a capstone project and attended intensive quarterly sessions where they.
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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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