Doing CX Right
JULY 23, 2023
Frank X Shaw, Chief Communication Officer at Microsoft, explains how AI is changing the way we work, communicate & deliver better customer service. The post How AI Is Transforming Communication & Customer Service appeared first on Doing CX Right.
Callminer
JULY 26, 2023
Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.
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eglobalis
JULY 26, 2023
Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design The post Anywhere, everywhere, all at once – integrating technology in B2B omnichannel design appeared first on Eglobalis.
ECXO
JULY 26, 2023
Unleashing the Power of Real-Time Data: Enhancing Customer Understanding Article source: [link] In a recent article we talked about the widening gap in Europe in customer experience maturity. We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint.
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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.
Adrian Swinscoe
JULY 28, 2023
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable customer experiences: Inspiring loyalty first appeared on Adrian Swinscoe.
Callminer
JULY 24, 2023
Learn more about patient experience, and why it is a critical part of healthcare that allows providers to better understand how patients feel about their care.
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
JULY 27, 2023
Image source: ECXO.org In a recent article we talked about the widening gap in Europe in customer experience maturity. We thought it would be helpful to decode the strategies that CX leaders use to break away from the pack.
Adrian Swinscoe
JULY 24, 2023
Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our transformation journey and unleashing the power of AI and automation – Interview with Sheila Anderson of Aflac first appeared on Adrian Swinscoe.
TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
Comm100
JULY 27, 2023
Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.
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
JULY 27, 2023
Amid a difficult economic outlook, where consumer spending is down, e-commerce businesses are doing all they can to boost sales – and investing in technology is part of that.
The DiJulius Group
JULY 24, 2023
In most businesses, the front-line employee typically gets the recognition and glory. They include Account Executives, IT Techs, Consultants, Doctors, Lawyers, and Accountants. They are also the ones who immediately see the impact they have on customers. However, for those we refer to as invisible service providers, e.g., support teams, admins, receptionists, contact center, warehouse, Read Full Article The post How Team Members Can Be Inspired To Understand the Impact They Have On Customers ap
CX Network
JULY 24, 2023
The UK’s new Consumer Duty applies to banks, insurers and even some entertainment services – and it has the potential to re-write the rules around CX in multiple markets. Tony Crane explains.
Qmatic
JULY 26, 2023
Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that citizens face when dealing with public sector agencies.
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
JULY 24, 2023
Embedded automated cleansing tool provides data quality and accuracy in under an hour
Beyond Philosophy
JULY 27, 2023
Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. If you want to be authentic, then…be authentic.
Heart of the Customer
JULY 24, 2023
Partnering with Heart of the Customer, the leading customer experience consulting firm, offers numerous competitive advantages for your organization. Our team specializes in enhancing the customer journey, providing not only expert advice on best practices, but also a practical roadmap to help you achieve your financial goals and improve customer engagement.
The Customer Service Blog
JULY 23, 2023
The banks have recently been condemned for failing to pass on higher interest rates to their customers who have money in savings accounts. Harriett Baldwin MP, who chairs the Parliamentary Treasury Select Committee, said: "The time for weak excuses is over." MPs on the committee have been putting pressure on banks and building societies to give a better deal for savers as interest rates have risen.
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
JULY 22, 2023
Leadership should be equal parts art and science. There’s the art of understanding your employees and customers—the empathy so often suggested to understand their motivations, needs, and best ways to encourage productivity. Once combined with the science with data and feedback loops, you’re ideally able to generate not just outputs, but better outcomes, for everyone.
Beyond Philosophy
JULY 22, 2023
At first glance, authenticity appears straightforward. To be authentic, one simply needs to be genuine in their thoughts and actions. However, as is often the case with our discussions in the podcast, the subject becomes complex under scrutiny. Our motivation to discuss authenticity stems from a podcast listener’s request. They find themselves grappling with authenticity in their experience and want to know how to improve and leverage it to generate growth with their customers.
Experience Investigators
JULY 27, 2023
Certified Customer Experience Professional (CCXP) Jeannie Walters outlines foundational skills in key CX areas, like how to: identify your organization’s strategic vision for your customers; leverage tools, best practices, and techniques to deliver on your CX vision; achieve competitive advantage with superior customer experience. Disclosure: This item uses an affiliate link to Linkedin Learning.
DMG Consulting
JULY 28, 2023
DMG’s Donna Fluss shares some tips on navigating the CCaaS market! Donna Fluss July 28, 2023 The Contact Center as a Service Market is highly competitive with many vendors. Donna discusses what to look for when selecting a CCaaS vendor. The post DMG’s Donna Fluss shares some tips on navigating the CCaaS market! appeared first on DMG Consulting.
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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.
ClearAction
JULY 28, 2023
Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success.
The DiJulius Group
JULY 28, 2023
Be On A Mission To Catch Your Employees Doing Things Right Did you know that 63% of employees who are recognized regularly said they wouldn’t consider looking for a new job? It’s time to be on a mission to catch your employees doing things right. Employees who are recognized regularly are more engaged and view. Read Full Article The post How to Build a More Engaged Team While Becoming a More Effective Leader appeared first on The DiJulius Group.
Hodusoft
JULY 28, 2023
HoduCC: A Standout Contender in The Capterra Shortlist for Call Center Software In today’s rapidly evolving customer service and communication landscape, companies are continually seeking cutting-edge call center software solutions to enhance their customer interactions. Over the years, HoduCC has emerged as one of the leading call center software solutions providers amongst the most prestigious contenders in the industry.
CallCare
JULY 28, 2023
Outbound call centres can play a crucial role in generating leads and driving sales. But what is outbound calling, how does it work and could it benefit your business? In short, an outbound call centre is a communication hub that makes outgoing calls to potential customers. It centres on generating interest in your company’s products or services, or closing sales.
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
ClearAction
JULY 23, 2023
B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches.
SurveySensum
JULY 28, 2023
Regardless of where you belong – B2B or B2C your customers want much more than a single easy transaction. Yes, they want Personalized experiences that make them come for more. Seamless omnichannel support that swiftly resolves their issues. Their data to be secured – fostering trust and reliability. And much more… So, are you offering and staying updated with their expectations?
Zendesk
JULY 27, 2023
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Be My Eyes Be My Eyes (Support) is a free iOS and Android app made up of a global community that connects 500,000+ blind or low-vision people with 6.5M sighted volunteers and company agents through a live video call. Be My Eyes is a one-way video, two-way audio support channel that allows your agents to see through the rear-facing camera of a customer’s mobile device, to help them resolve visually ch
Customer Think
JULY 27, 2023
In today’s digital landscape, personalization has become a buzzword in marketing, including the Software as a Service (SaaS) industry. It allows SaaS businesses to tailor their messaging and offers to individual users, creating a more engaging and relevant experience.
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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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