eglobalis
MARCH 20, 2023
Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.
ECXO
MARCH 21, 2023
Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer.
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Adrian Swinscoe
MARCH 23, 2023
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the […] The post Does customer service need a rebrand? first appeared on Adrian Swinscoe.
Callminer
MARCH 20, 2023
Gaining a deeper understanding of customer loyalty and the benefits it holds is an important first step to take towards developing your customer base. This article will help you do that and more.
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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.
Customer Think
MARCH 22, 2023
Renowned architect, systems theorist, author, designer, inventor and futurist Buckminster Fuller said, “You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.” So what happens to a business or brand that can’t react to a changing model or environment?
ECXO
MARCH 21, 2023
Eytan Hattem Formato Convencional The ECXO- European Customer Experience Organization is thrilled to present Building a CX Driven B2B Operating Model by Eytan Hattem , Chief Customer Officer at Prodware. Become a member of the open-access CX Professional Business Network ECXO by registering here and becoming part of our ongoing conversation takes 3 minutes, and you will be part of all our digital public events: [link] Here you can ensure your zoom place among 150 places by subscribing to our web
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
MARCH 20, 2023
“When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company’s success as a personal crusade.” – Stan Slap Going from rebel to revolutionary is easier than turning into Blockbuster. When. Read Full Article The post Building and Developing Great Leaders appeared first on The DiJulius Group.
Customer Think
MARCH 19, 2023
Feedback is integral to employee management since it paves the way for improvement across roles and teams. Setting up a feedback culture in your company facilitates productivity, clear communication, and holistic growth in your workforce. Applauding efforts through positive feedback and respectfully offering constructive criticism boosts morale and helps employees improve.
Steven Van Belleghem
MARCH 19, 2023
Muji (Japan) You probably haven’t heard of Muji yet, a retail company which sells household and consumer goods, but it is incredibly successful in Japan and operates no less than 700 stores around the world. Just to compare, even if that does not sound like a big deal: IKEA has about 460 stores in total. Launched in 1980, in a Japan that was overly brand obsessed, it profiled itself as the antithesis of consumerism: by offering generic, brand-less and anonymous products as a statement against ex
SixteenVentures
MARCH 21, 2023
When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline. Which means we need to explore the differences between motivation and discipline, and how to apply them effectively to engage your human customers.
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.
Zendesk
MARCH 24, 2023
There has been plenty for the manufacturing industry to be concerned about in recent times. The ongoing effects of the pandemic and, more recently, the war in Ukraine have exposed supply chain vulnerabilities that are forcing companies to adapt quickly. Those who don’t are faced with the unwelcome prospect of being unable to get their goods onto store shelves or being left with a costly overstock in their warehouses.
Customer Think
MARCH 20, 2023
Introduction The United States outsourcing statistics show that American corporations routinely send customer service and IT jobs offshore, where they can get the same outcomes for a fraction of the cost. Outsourcing is assigning internal business functions, workflows, or processes to an external company (third-party contractors or vendors) to increase efficiency & productivity.
MyCustomer Experience
MARCH 22, 2023
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn't my concept. I.
Retently
MARCH 23, 2023
We’ve previously covered the common characteristics of companies with high Net Promoter Score and boiled their success down to three qualities: Simple, reliable products Great customer service Unique products and offers You can learn a lot about improving retention, customer lifetime value and increasing your Net Promoter Score® by imitating the tactics implemented by the world’s most successful companies.
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.
Zendesk
MARCH 20, 2023
The retail industry is under enormous pressure to change. Over the past few years, shoppers have moved from in-store to online and are now somewhere in between. And they expect the same level of excellent service on every shopping channel (even emerging ones like live-stream commerce). What does this mean for retailers? It’s no longer enough to offer great products.
Execs In The Know
MARCH 21, 2023
Shannon Patterson, SVP of Customer Engagement Centers at Marriott International, took center stage at Customer Response Summit (CRS) in Austin to address what it means to engage associates and how that translates to seamless guest experiences, happier customers, and brand loyalty. There’s a good chance you’ve stayed at a Marriott hotel. Marriott is the world’s largest hospitality company, with a powerful portfolio of 8,000+ hotels in 139 countries.
MyCustomer Experience
MARCH 22, 2023
You must focus on your employees if you want a great experience that delivers service excellence. Unfortunately, that isn't my concept. I.
Fonolo
MARCH 21, 2023
SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call
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
Comm100
MARCH 21, 2023
With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain
CX Network
MARCH 23, 2023
Find out what our All Access event delegates said about the state of self-service in CX
Lumoa
MARCH 21, 2023
Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.
Beyond Philosophy
MARCH 18, 2023
Fads come and go. From Tamagotchi’s to fidget spinners, we have seen plenty come and go. However, one fad that will never go out of style is treating your employees as the valuable resource they are. So, to answer our own question, Employee Experience is not just a fad and is definitely the future of a successful organization. We are fired up about this today because one of you, Praveen Kumar is in a pickle and he asked for our help.
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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.
Customer Think
MARCH 20, 2023
Customers spend their money on businesses that give them the value and attention they need. Satisfied customers are the cornerstone of repeat business, and one key to keep them coming back is maintaining regular communication. You’ve got to stay top of mind, and build that relationship.
Totango
MARCH 21, 2023
In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.
ClientSuccess
MARCH 21, 2023
In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.
CSAT.AI
MARCH 20, 2023
Customers give feedback and scores for their service interactions based on their individual concepts of scoring. Most don’t know how their reviews, scores or even complete lack of feedback impact your agents or your business. There are ways to unlock better customer feedback and service agent scoring. The Customer’s Perspective: Better Customer Feedback and Agent Scores For customers, agent scoring can sometimes seem like murky waters.
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
MARCH 22, 2023
Source: Kogan Page Most marketers will readily acknowledge that effectively using metrics, analytics, and data has become critically important to successful marketing. Companies can now access a huge amount of data regarding the behavior.
Intercom
MARCH 21, 2023
Any report predicting the “jobs to be replaced by AI” will tell you that top of the list of endangered roles is the customer service representative. But this is overly simplistic, and I believe the reality will be much more interesting and positive. A key thing currently missing from the narrative around AI replacing customer service reps is that customer service teams are under huge pressure almost all of the time.
Myra Golden Media
MARCH 22, 2023
After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen! Following that, I’m in the green room to fluff out my fro and pray, and finally, I’m on set with my talented director and content producer.
Doing CX Right
MARCH 19, 2023
Tia Graham, speaker and author about Happy Leaders, and Stacy Sherman share actionable tips to increase employee engagement and bottom-line results based on working with dozens of global companies. The post The Science Behind Happy Leaders and Improved Customer Service Experiences appeared first on Doing CX Right.
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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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