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.
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
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.
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.
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.
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.
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.
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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.
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.
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.
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: 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.
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
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.
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.
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.
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.
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.
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.
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.
Customer Think
JULY 24, 2023
Embedded automated cleansing tool provides data quality and accuracy in under an hour
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
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.
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.
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.
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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.
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.
Lightico
JULY 27, 2023
The Increasing Importance of Authenticating Customer Identity Companies operating in heavily regulated sectors such as banks and insurance companies are constantly on the lookout for strategies to make customer onboarding smoother, bolster security, and offer frictionless user experiences. One big hurdle they face is authenticating customer identity in a fast and safe way.
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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