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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Advertisement
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.
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.
Customer Think
DECEMBER 20, 2022
No matter what business you are in, success depends on a good marketing strategy. A well-executed marketing strategy will help you attract your target audience, keep people interested in your offerings, and expand your reach. Not sure how to develop a marketing strategy that works for your small business or startup? I’m here to help […].
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.
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.
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 […].
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.
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.
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 […].
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?
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.
CX Network
DECEMBER 20, 2022
Author and CX Network board member, Gautaam Borah, shares his outlook for experience management in 2023.
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
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 […].
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.
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.
Advertisement
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 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 […].
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
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.
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.
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
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 […].
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!
Advertisement
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.
Expert insights. Personalized for you.
78 
Let's personalize your content