cxservice360
DECEMBER 5, 2022
The ability to communicate clearly, both verbally and in writing, is one of the key qualities you need to possess to be an effective customer representative. More important is listening to what your customers say and responding appropriately. This post details five important skills that will help you gain this ability, leading to better customer. Read more.
Intercom, Inc.
DECEMBER 9, 2022
In a recent episode, our Director of Machine Learning, Fergal Reid , shed some light on the latest breakthroughs in neural network technology. We chatted about DALL-E, GPT-3, and if the hype surrounding AI is just that or if there was something to it. He told us things were starting to scale. And just like that, we’re at it again. ChatGPT , OpenAI’s prototype artificial intelligence chatbot, launched last week and it has been making the rounds in the halls of the internet, inspiring amazed react
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Adrian Swinscoe
DECEMBER 5, 2022
This is a guest post by Amanda Winstead, a freelance writer from the Portland area. Customer service should be one of the top priorities for every […]. The post Why you should prioritize accessibility in your customer service experience first appeared on Adrian Swinscoe.
Inside Customer Service
DECEMBER 8, 2022
Where did you learn your customer service skills? There's a good chance many came from experience. You might even remember specific customer interactions that taught valuable lessons. Sure, you might have taken a class. Perhaps you had a good boss or mentor. Yet those lessons often didn't sink in until you tried them out with a customer. That's my story.
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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.
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.
CX Network
DECEMBER 6, 2022
, FS providers have had to optimize technology capabilities across multiple functions to ensure customer experiences have not suffered. This has resulted in many pandemic-related changes and related p.
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 6, 2022
Have you tried using SMS marketing for your business? SMS marketing is a form of mobile marketing that uses text messages to promote products or services. It is commonly used by businesses to send promotional messages, discounts, and special offers to their customers. You can use it to remind customers about upcoming events, such as […].
Intercom, Inc.
DECEMBER 6, 2022
Our mission – the change we want to create – is to make internet business personal. Whether we’re creating tools that improve personalization or strengthening our privacy and security, Intercom has always been committed to bringing a personal touch to every change we make to our product. This is the ninth post in a series exploring our product principles.
Shep Hyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
The DiJulius Group
DECEMBER 6, 2022
“More than a chance to work from home or anywhere. People want flexible hours, which I think is what we’re here to discuss.” –Adam Grant Where did the 5-day work week come from, anyway? Who invented it? It is right for 2023 or is there better alternatives? Could 4 days be the flexible future of. Read Full Article. The post The (Flexible) Future Of Our Work Week appeared first on The DiJulius Group.
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
DECEMBER 4, 2022
Business-to-business (B2B) sales prospecting is a process that requires a lot of time, effort, and energy. You are constantly trying to find new leads and reach out to them in the hopes of converting them into customers. And even when you do manage to get in touch with a potential customer, there is no guarantee […].
Steven Van Belleghem
DECEMBER 4, 2022
It’s Amara’s law. In cases like these, I always have to think about Roy Charles Amara who was the president of the Institute for the Future and who coined Amara’s law on the effect of technology in 2006: “We tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. This effect is perhaps not exactly new, but it does clearly explain why hitting that 90% rate happens pretty fast (well, you know, considering…), while it takes a very
Shep Hyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
The DiJulius Group
DECEMBER 7, 2022
In this episode, John welcomes best-selling author and generational guru Mark Perna. Mark is the founder and CEO of TFS Results, a strategic consulting firm. He also serves on the Advisory Council for the Coalition for Career Development in Washington, DC. Through his company, Mark is leading the national paradigm shift in education and workforce. Read Full Article.
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 6, 2022
In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer eng.
Zonka Feedback
DECEMBER 5, 2022
You develop your products by putting in your best efforts, but do you know whether your users like your product or not? What features do they love, and what they don’t? Do they feel there is something missing in your product? The way to get answers to all these questions is by collecting Product Feedback.
Comm100
DECEMBER 7, 2022
Customer service is always changing, and there’s no better symbol of the shift in today’s customer service than chatbots. The technology driving chatbots has improved drastically in recent years, and organizations are now racing to introduce automation to their customer service. In the best chatbot examples, organizations save costs, improve service availability, boost efficiency, and more.
Lumoa
DECEMBER 8, 2022
People give public reviews on your product whether it’s on the App Store or Play Store, on TrustRadius or Capterra, on Tripadvisor or Booking.com. And, it’s more likely that you’re very familiar with how many stars or thumbs up you get on average. On the other hand, you might not know why people rate your product high or low. Recently, we organized a webinar about how to integrate public reviews using Lumoa where “that cool guy Garen” showed: How to bring public rev
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 4, 2022
As we move into the future of work, marketers must learn to wield data more effectively to connect the dots between various systems and create truly personalized customer experiences. This is where a customer data platform (CDP) can be extremely valuable. photo from canva pro A CDP gives businesses a single view of their customers, […].
Zonka Feedback
DECEMBER 6, 2022
The growth of the eCommerce industry has been absolutely astounding in the last few years.
Comm100
DECEMBER 7, 2022
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000. With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.
ClientSuccess
DECEMBER 5, 2022
What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Here are some top advantages that CABs can offer your company: • Strengthen relationships with key customers. • Increase customer satisfaction, retention, and loyalty. • Receive invaluable customer feedback on products, services, and st
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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
DECEMBER 8, 2022
Not All Customers Want to Help Themselves Self-service is an increasingly sought-after offering, as digital-native consumers now expect to troubleshoot issues on their own before reaching out to a representative. This should come as no surprise, as consumers have always demanded the breadth of options that comes with sophistication and personalization.
CSAT.AI
DECEMBER 8, 2022
Value-added Work vs Non-Value-Added Work How Does This Apply to Customer Service? Customer Service Management Non-Value Added Activities Customer Service Agent Non-Value Added Activities Ideas for Identifying and Eliminating Waste The Human Touch Has Value. Value-added Work vs Non-Value-added Work. Value-added (VA) activity is what a customer will pay for or pay more for: a product, service or better customer service.
MyCustomer Experience
DECEMBER 7, 2022
In 2020, we saw rapid growth and transformation as businesses responded quickly to uncertainty and changes brought by the pandemic. However. 7th Dec 2022. By Peter Lorant COO EMEA.
Beyond Philosophy
DECEMBER 8, 2022
People tend to be less sensitive to improvement the more things improve. 9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. So, let’s look at what diminishing sensitivity today means to your experiences, the implications of it in your customer evaluations, and what you can do about it.
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 8, 2022
Your brand reputation matters. With a better brand reputation, people will be more likely to make purchases with your company. Your existing customers will be more loyal, and your competition will be less threatening. Additionally, brand visibility may increase, which means you’ll have a chance to reach more people than ever before. So, how do […].
Lumoa
DECEMBER 7, 2022
When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. It’s also the same value we wish to convey to every business we work with. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity.
Heart of the Customer
DECEMBER 7, 2022
“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder NRR > NPS Speaking finance is tough for customer experience leaders. One key reason, which I discussed last week, is that we don’t often include financial information in our survey platform, which restricts us to discussing survey metrics. And no matter how […].
Beyond Philosophy
DECEMBER 5, 2022
There is plenty of bad news to be had about a recession. However, if you think about it, there are some silver linings, too. With that in mind, we are going to explore some of these surprising advantages to manage how we respond to the looming threat of recession that we all are doing business under today. Before we get into that, I would like to start with our younger listeners by explaining that recessions are part of a normal economic cycle.
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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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