eglobalis
AUGUST 8, 2023
How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.
ECXO
AUGUST 9, 2023
This article was originally posted at [link]. Professional services (PS) and consulting is critical to client experience. But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar.
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Inside Customer Service
AUGUST 10, 2023
You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.
Adrian Swinscoe
AUGUST 10, 2023
Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […] The post New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega first appeared on Adrian Swinscoe.
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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.
Callminer
AUGUST 8, 2023
While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers productive.
Customer Think
AUGUST 9, 2023
There’s an old adage in customer experience. Where B2C goes, B2B follows. But, the distinction between the two is fading. CX is everywhere. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
AUGUST 7, 2023
Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record high levels, it’s essential to know the causes and. Read Full Article The post What is Poor Customer Service Costing You And How Can A Consulting Firm Help?
Zendesk
AUGUST 9, 2023
Businesses increasingly understand and embrace the value in providing well-being benefits to their employees. Those investments can yield significant dividends: better morale, increased productivity, and higher levels of talent retention. To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent.
Customer Think
AUGUST 10, 2023
In today’s digital age, businesses are confronted with the daunting task of accomplishing more with limited resources, as the cost of living continues to soar and competition reaches unprecedented levels. However, amidst these challenges, Lean Marketing emerges as a strategic approach that holds the key to success.
Intercom
AUGUST 10, 2023
We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? Today, most innovative solutions arise from the collective efforts of multidisciplinary teams, with each member bringing their unique strengths to the table. And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?
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.
CX Network
AUGUST 7, 2023
From nobody’s job to everybody’s job, Jeannie Walters shares her six tips for improving CX
Beyond Philosophy
AUGUST 10, 2023
Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. So, Damien wants to know why there is a discrepancy. The problem here is perception. The internal perception is shipping is going great, but the customers’ perception isn’t.
Lumoa
AUGUST 8, 2023
Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition.
Customer Think
AUGUST 9, 2023
Customer service undeniably serves as the heartbeat of any successful business. In an increasingly competitive marketplace, finding innovative ways to enhance customer interaction is paramount. Numerous strategies abound, from streamlining communication channels to personalizing user experiences. Yet, one often overlooked approach holds immense potential – the art of storytelling.
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.
Comm100
AUGUST 8, 2023
The technological landscape is always on the move and one recent advancement is making waves for the way it is revolutionizing how businesses engage with customers – chatbot automation. Chatbot automation is redefining customer service, enhancing operational efficiency and boosting engagement. In this detailed guide, we delve into the world of chatbot automation, exploring what it is, how it can be used, the business benefits, and much more.
Beyond Philosophy
AUGUST 5, 2023
We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. It’s a matter of perception and understanding this concept can help avoid this mismatch in the future. One of our listeners, Damien, found himself in this pickle recently.
SurveySensum
AUGUST 11, 2023
You know how sometimes you interact with a brand, and it feels like you’re jumping through hoops to get things done? Like making a return, tracking orders, etc. Well, that’s where Customer Effort Score comes in. It’s a way for businesses to measure how easy or difficult it is for their customers to achieve their goals or get help when dealing with the brand.
Customer Think
AUGUST 11, 2023
Stefan Michel of IMD gave an example of using carbon credits to pay for expensive LifeStraws that purified water (in HBR, October 2014). Carbon credits came from not having to boil water using petrol or wood fires.
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
CallCare
AUGUST 11, 2023
From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. These times of financial uncertainty not only put pressure on individuals, but can also challenge the resolve of even the most resilient of businesses and organisations. With almost two-thirds of chief economists believing a global recession is likely in 2023 , the business world is once again bracing itself for another period of turmoil and looking for innovat
NGDATA
AUGUST 10, 2023
The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.
Zendesk
AUGUST 10, 2023
High-stakes negotiations can be challenging for even the most seasoned executive. That’s something Wema Hoover —a veteran of Google, Pfizer, Sanofi, and Bristol-Myers Squibb—knows intimately. As a speaker and consultant, her mission is to “help people see and believe in a life without limit.” The internationally recognized DE&I leader recently spoke during Zendesk’s Women in Leadership event on “ Debunking negotiation myths ,” sharing her insights for being an effective negotiator in today’
Customer Think
AUGUST 11, 2023
I’ve floated the idea of an Inverse Conway’s Law in previous posts before, but only in passing. So today I want to fully describe the concept, because I believe it is a useful way to understand some of the current challenges in martech — and why it may drive a major shift in marketing software in the AI Era. Conway’s Law (broad interpretation) To understand Inverse Conway’s Law, you first need to understand Conway’s Law. … Conway’s Law vs.
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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.
Gainsight
AUGUST 10, 2023
When customers buy from you, a pact is created. It says: You’re not only committed to delivering your products or services, but also the positive outcomes the customer is seeking in their own business by leveraging that investment. For customer-centered companies, the journey to value realization is a critical bridge between the initial transaction and having a long-lasting customer.
NGDATA
AUGUST 10, 2023
The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.
Zendesk
AUGUST 10, 2023
Creating your own business isn’t for the faint of heart. Just ask Elliot Shmukler, co-founder of Anomalo and former Chief Growth Officer at Instacart. In his first year developing Anomalo, Shmukler truly believed in the product, but customers didn’t necessarily feel the same way. “The first version of our product didn’t work,” Shmukler shares. “As we were going to our network and had various companies try it, we could see it wasn’t working.
Customer Think
AUGUST 11, 2023
When initiating a customer advisory board (CAB) program, one of the first hurdles often faced by host companies is recruiting customers to join their initiative.
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
AUGUST 10, 2023
Violet is a tech wizard who just got her hands on a new smart home system. She search the company’s website hoping to find some quick help on how to set things up. But hold up – the support section looks like a maze. After a frustrating search, you finally decide to reach out to customer support. When you finally connect with an agent, they seem as clueless as you are about the issue you’re facing.
CommBox
AUGUST 9, 2023
“Sorry, our agents are currently unavailable” is an all-too-familiar message that no customer wants to hear. Unfortunately it is one that customers often encounter when trying to connect with a business outside of ‘regular’ business hours, such as on weekends or holidays. In today’s fast-paced world where customers demand round-the-clock service, this scenario lowers overall customer satisfaction.
MyCustomer Experience
AUGUST 9, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
Customer Think
AUGUST 11, 2023
Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?
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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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