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.
Callminer
AUGUST 8, 2023
While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers productive.
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
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.
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.
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.
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.
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?
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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.
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?
CX Network
AUGUST 7, 2023
From content creation to predictive CX, Cisco’s Andrew Carothers explains how generative AI is taking CX by storm
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
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
CX Network
AUGUST 7, 2023
From nobody’s job to everybody’s job, Jeannie Walters shares her six tips for improving CX
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.
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’
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.
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.
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.
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.
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.
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
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.
BeyondPhilosophy
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.
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?
SixteenVentures
AUGUST 8, 2023
You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?” But perhaps we’re addressing this from […] The post Aligning Customer Success and Sales: Bridging the Great Divide appeared first on Customer-centric Growth by L
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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.
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.
Logicalware
AUGUST 9, 2023
For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. At Puzzel, we have long believed in the transformative power of AI and have invested in cutting-edge AI technologies since day one.
Customer Think
AUGUST 10, 2023
When Instagram garnered a million users in two and a half months – more than three times faster than Facebook – technology pundits were astonished. With the launch of ChatGPT, jaws hit the floor as the tool hit that mark in just five days.
SurveySensum
AUGUST 9, 2023
Welcome to the world of B2B SaaS, where your product’s success depends on keeping your customers happy. Think about this: How well do you really know what your customers want and need? Imagine this: Your customers take charge and start using your product. They sign up, learn how it works, and even reach out for help – all on their own. It’s like a dance of freedom where your product meets their expectations.
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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