Adrian Swinscoe
DECEMBER 10, 2021
Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe.
Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
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Callminer
DECEMBER 8, 2021
Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.
Customer Think
DECEMBER 5, 2021
Customer experience isn’t just what you create, but the perception you inspire. You might’ve optimized your ads, improved the customer support response rate, and even created an intuitive website; but if your customers don’t think so, then there’s still work to be done. So how do testimonials play into creating exceptional experiences? When it comes […].
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Adrian Swinscoe
DECEMBER 6, 2021
Today’s podcast interview is different. Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe.
Intercom, Inc.
DECEMBER 9, 2021
?. Note: This episode contains notification sounds, ambience, and music. If you would prefer to listen to the episode with just interviews, you can hear an alternative version here. Notification sounds are all around us: Slack’s knock brush pulling you back to work, the WhatsApp ring sharing the latest in this year’s holiday dinner plans, the tumbling whimper of your AirPods when the battery’s running low or just about to die.
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 10, 2021
Retail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) industry – livestream shopping, social commerce, and supply chain disruptions are just a few examples that have forced a dramatic pivot towards digital transformation. Once change has started, there’s no stopping it from […].
Shep Hyken
DECEMBER 8, 2021
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
Futurelab
DECEMBER 9, 2021
I originally published today’s post on Forbes. It appeared on their site on August 23, 2021. Tags: Annette Franz (Gleneicki) customer experience customer success Facebook Like. Linkedin Share Button. Tweet Widget.
Inside Customer Service
DECEMBER 9, 2021
My wife and I own a vacation rental cabin called The Overlook. It's located in a rural mountain village where propane is used for heating and cooking. Our propane supplier offers a "worry free" service where they monitor the propane tank for us and fill it up once it gets too low. This service worked like clockwork for several years until we experienced trouble last December, when we didn't get our usual refill.
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 5, 2021
According to the Content Marketing Institute, 87% of marketers use email marketing for content distribution. Putting the numbers in perspective, roughly nine out of every 10 marketers use email marketing to reach customers. As a digital marketer, you face stiff competition when it comes to email marketing and content distribution. To beat the competition, you […].
Uniphore
DECEMBER 7, 2021
This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, obstacles still loom. The? supply chain isn’t smoothing out. Customers may still flock to big online retailers and avoid brick-and-mortar establishments.
Futurelab
DECEMBER 9, 2021
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one. Tags: Annette Franz (Gleneicki) customer experience customer-centric culture Facebook Like.
Shaun Belding
DECEMBER 6, 2021
There was a study released a few years ago that graphically illustrates the power of a compliment. It turns out that if someone gives you a compliment, it activates the same parts of the brain as if they had given you cash. How cool is that? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
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 10, 2021
The life of a sales rep has never been easy. Whether they’re traveling around the globe, bogged down in administrative work, or fresh out of leads, the road to closing a deal can be an uphill battle. A lot of sales reps work overtime under normal circumstances, but the pandemic has exacerbated the problem: now […].
Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.
Futurelab
DECEMBER 9, 2021
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Tags: Annette Franz (Gleneicki) customer experience customer service Facebook Like. Linkedin Share Button. Tweet Widget.
Steven Van Belleghem
DECEMBER 6, 2021
Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. As I look into the future, I’d love to share two big ideas. One is something I say almost every year. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.
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 5, 2021
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a supe.
Uniphore
DECEMBER 6, 2021
Balaji Raghavan is Chief Technology Officer at Uniphore. Balaji joins Uniphore with two decades of experience building large-scale software solutions that have reshaped how people get things done in their lives at both start-up environments and large established teams at places like Google and Lyft. Before joining Uniphore, Balaji was at Lyft where he led engineering teams on Marketplace, rider and driver experiences, core services, mapping and machine learning.
Help Scout
DECEMBER 7, 2021
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
Zendesk
DECEMBER 6, 2021
Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. There are some general trends that offer clues—for example, customer expectations keep rising. Customers have become much more critical of everything, whether it’s product quality, delivery, or customer service.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
Customer Think
DECEMBER 8, 2021
Just over a decade ago, Apple released its iPhone 4S, “the most amazing iPhone yet.” It was faster, promised eight hours of 3G talk time, and introduced consumers to a feature called Siri, the first personal virtual assistant. “For decades, technologists have teased us with this dream,” said Apple’s Phil Schiller, then the senior VP […].
The DiJulius Group
DECEMBER 6, 2021
One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.
Beyond Philosophy
DECEMBER 10, 2021
Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS).
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative
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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.
Customer Think
DECEMBER 5, 2021
Your target audience is the backbone of your marketing strategy, influencing everything from the design and pricing of your product to where ads are displayed. Your goal is to create an optimized experience that appeals specifically to these customers. The more accurately you appeal to your target audience, the more relevant traffic and high-value customers […].
CX Network
DECEMBER 8, 2021
Qualtrics reveals the highlights from its study involving 23,000 consumers on the customer experience expectations to take hold in 2022.
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
Futurelab
DECEMBER 9, 2021
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. Tags: Annette Franz (Gleneicki) collaboration culture customer experience customer-centric culture governance technology Facebook Like. Linkedin Share Button. Tweet Widget.
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.
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