Heart of the Customer
DECEMBER 21, 2022
One key insight I’ve gleaned from our ongoing interviews with CX professionals is that changing the order of the questions you ask can change your entire perspective on measuring the customer journey. By that, I mean the change that occurs when instead of asking yourself, “What metric am I trying to track?” at the outset, […]. The post Are Your CX Questions Out of Order?
Adrian Swinscoe
DECEMBER 23, 2022
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 […]. The post Is it time to talk about a more sustainable approach to serving our customers? first appeared on Adrian Swinscoe.
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Inside Customer Service
DECEMBER 22, 2022
Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. While I don't have a crystal ball, I can share three proven techniques that do the same trick. Each of these techniques can help you predict when something will go wrong and give you just enough time to prevent it.
CX Accelerator
DECEMBER 22, 2022
I can hardly believe it.but CX Accelerator has been a thing for five years. What started as a simple social experiment has made a real difference in the CX space. And the exciting part? We are just getting started. It's time to accelerate the mission of CX Accelerator in 2023. What mission, you ask? To equip, encourage, and connect Customer Experience professionals at every stage in their journey.
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
Callminer
DECEMBER 20, 2022
From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand customers' brand experience.
Adrian Swinscoe
DECEMBER 20, 2022
Today’s interview is with Elaine Richards, who is the COO of 37signals, the makers of Basecamp and HEY. She joined 37signals in 2021 and joins me today to talk […]. The post Customer success and the role of community – Interview with Elaine Richards of 37signals 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.
Steven Van Belleghem
DECEMBER 19, 2022
How Decathlon is building an Offer You Can’t Refuse. I want to circle back a little bit to my Offer You Can’t Refuse concept, of which you can see a short refresher clip here: These days, customers have come to really expect four layers of value: They obviously want a good product. They want digital convenience, which has already become a commodity.
Intercom, Inc.
DECEMBER 22, 2022
We are delighted to announce that Intercom has once again been recognized as among the best solutions in a number of Customer Service categories in the newly released G2 Winter Reports 2023. This season, we were rewarded a whopping 101 badges and awards, a recognition of Intercom’s position as a leader in the field of Customer Service. #Humblebrags.
Totango
DECEMBER 22, 2022
ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.
Customer Think
DECEMBER 19, 2022
Photo by Brooke Cagle on Unsplash Running a holiday email marketing campaign isn’t that hard – but you have to get all your ducks in a row. Here are four email tips to create a more effective campaign and boost your sales during the peak shopping season. Online shoppers broke records in 2022. They spent […].
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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.
CX Network
DECEMBER 19, 2022
CX Network asks the experts to share their top customer experience trends for 2023.
Intercom, Inc.
DECEMBER 20, 2022
We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences.
Smart Customer Service
DECEMBER 19, 2022
The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Customer Think
DECEMBER 22, 2022
Improving interaction with customers is crucial for any business looking to grow and succeed in today’s competitive market. To stand out from the competition, it’s crucial for your businesses to improve customer service and implement client programs that help you connect with your customers. In this article, I’ll show you how businesses successfully manage their […].
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Zonka Feedback
DECEMBER 22, 2022
When we talk about making our product successful, the one thing which is the most essential to focus on is Product Experience. Surpassing even the price and design of the product, PX is a super important aspect that users focus on while they use a product. But do you know whether the experience you provide to the users satisfies them or not? Do you know how they perceive that experience and what they think about you and your product?
CX Network
DECEMBER 20, 2022
Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023.
ModSquad
DECEMBER 20, 2022
For those unfamiliar with VSCO, it’s a photo and video editing app combined with a social network. It’s surrounded by a vibrant and engaged community of 25 million creators. It’s pretty cool. For VSCO, ensuring great experiences means delivering top notch support for their product, moderating all images and videos, and interacting with their community on social media and Discord.
Customer Think
DECEMBER 22, 2022
Communication is a critical part of the feedback management process. Truth to be told, the feedback loop ought to begin and end in precisely the same manner: with a cooperation with the client or client who presented the feedback. Sadly, a typical trend among the groups we work with is that they quickly change from […].
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Zonka Feedback
DECEMBER 21, 2022
Product Experience is all about what your product users encounter when they interact with and use your product. Product Experience is crucial for the success of the product as users focus more on the experience they get than any other aspect of your product.
The Customer Service Blog
DECEMBER 17, 2022
The Godfather is a 1972 American crime film directed by Francis Ford Coppola, who co-wrote the screenplay with Mario Puzo. It is based on Puzo's best-selling 1969 novel of the same title. The film stars Marlon Brando, Al Pacino, James Caan, Richard Castellano, Robert Duvall, Sterling Hayden, John Marley, Richard Conte, and Diane Keaton. It is the first installment in The Godfather trilogy, chronicling the Corleone family under patriarch Vito Corleone (Brando) from 1945 to 1955.
CX Network
DECEMBER 22, 2022
This Experts Insights eBook showcases lessons from customer experience (CX) experts who featured at CXN Live: Omnichannel as they explore how customer empathy is an important guide for designing omnic.
Customer Think
DECEMBER 19, 2022
A recent Marketoonist cartoon hits on the secret to delivering a personalized customer experience (CX). A little girl on Santa’s lap asks, “with iOS privacy changes and cookies going away, how will you even know if I’m naughty or nice?” Santa’s response? “It’s called first-party data.” While a personalized CX seems to be high on […].
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Zonka Feedback
DECEMBER 20, 2022
Product Experience plays a major role in the success of your product. It is the most important thing that matters to your product users. A good experience is necessary for achieving product goals like user satisfaction, loyalty and better retention. Whereas, a lousy Product Experience is the biggest hindrance in the path of the success of a product.
CommBox
DECEMBER 20, 2022
By Dayana Nevo, CMO. Why CommBox is Highly Rated Across 14 CX Categories . We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received. . See how CommBox stacks up against others in the G2 Crowd Top CX Vendors Report here. This is a very significant achievement for us, solidifying our vision and need in the market, and a major step forward to our continuous commitment to redefining the customer journey a
The DiJulius Group
DECEMBER 20, 2022
Today’s work world is more challenging than ever, with 37% of executives putting in longer hours than pre-pandemic and a whopping 75% reporting job-related physical and mental health issues. They are either already experiencing burnout or are pretty far down the path. A 2021 Gallup survey revealed feelings of depletion and exhaustion were already being.
Customer Think
DECEMBER 21, 2022
As technology advances, businesses around the world are making efforts to use it to their advantage and make the customer experience more enjoyable and efficient. In Iceland, technology is being used to improve customer experience in a variety of ways. In this blog post, we’ll explore five of the most notable examples of how technology […].
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
CSAT.AI
DECEMBER 21, 2022
The holiday season is rife with customer service horror stories from both customers and workers. But there are the wonderful ones that keep the seasonal spirit alive and well. Here are happy holiday tales of customer service heroes to draw inspiration and good vibes from: . 1) This story from Shep Hyken’s blog about an Ace Hardware manager and an elderly customer is a heartwarming one that resulted in a nine year long tradition. .
Beyond Philosophy
DECEMBER 22, 2022
Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023. A typical New Year’s resolution is to lose weight.
Lumoa
DECEMBER 17, 2022
Lumoa’s biggest features for 2022 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… MASSIVE update to the Integrations hub – one click integrations with your favourite apps!
Customer Think
DECEMBER 22, 2022
Technology has proven to be disruptive, sure; but none has proven to be quite as disruptive as FinTech. Today, FinTech-driven innovation has revolutionized the delivery and execution of financial services and not just for banks and such but for all businesses out there. The pace with which FinTech has transformed companies across different sectors. And, […].
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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