Help Scout
AUGUST 22, 2023
It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.
Adrian Swinscoe
AUGUST 22, 2023
This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade first appeared on Adrian Swinscoe.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ECXO
AUGUST 23, 2023
This article was originally posted at [link]. I rarely share personal experiences. But, I have experienced first-hand some of the reasons why Deutsche Bank is losing customers to competitors. In my case, I’m moving with my family to Commerzbank, which has simply yet designed a better customer experience. The bank is showing us that it’s welcoming, and understands how to treat a customer with care and respect (more on the bank’s approach to CX in a moment).
Retently
AUGUST 23, 2023
Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.
Advertisement
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.
C3Centricity
AUGUST 21, 2023
Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.
Adrian Swinscoe
AUGUST 25, 2023
Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Network
AUGUST 25, 2023
Michelle Martinez, former head of CX at Wayfair on how great employee experiences lead to business growth
Customer Think
AUGUST 22, 2023
The 2023 GigCX Report features the results of Limitless’ annual GigCX survey, with headline data taken from over 400 CX leaders from the U.S. and U.K., and over 600 GigCX Experts across 34 countries in six continents, including the U.S., U.K., Canada, Brazil, Australia, Indonesia, India, South Africa, France and Germany.
Adrian Swinscoe
AUGUST 19, 2023
Today’s interview is with Carey Smith, who is Founding Contrarian at Unorthodox Ventures. Carey is a returning guest and was first on the podcast back in […] The post Revisiting the Big Ass Fans story and what happened next – Interview with Carey Smith of Unorthodox Ventures first appeared on Adrian Swinscoe.
Help Scout
AUGUST 22, 2023
In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.
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.
CX Network
AUGUST 25, 2023
Key learnings around generative AI, customer trust and new regulations from All Access: CX Financial Services 2023
The Customer Service Blog
AUGUST 19, 2023
The so-called ‘challenger bank’ Monzo has topped an official league table which charts whether customers would recommend their bank to family and friends. Its score of 80% was higher than all its rivals across the UK. The survey of 16,000 people placed Monzo first, Starling second, and First Direct third. Joint bottom of the table were Virgin Money and Royal Bank of Scotland (RBS) - both of which were recommended by only 48% of their customers in the survey.
Qmatic
AUGUST 22, 2023
Looking for a way to deliver better customer experiences? The solution is a lot closer than you think. In fact, it's already in your hands: smartphones.
Help Scout
AUGUST 22, 2023
The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.
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.
Beyond Philosophy
AUGUST 24, 2023
Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost when designing their experiences that require waiting. I got the idea for this topic while waiting in line at the grocery store. At my local market, a self-check-out was installed to reduce our wait times.
Help Scout
AUGUST 22, 2023
Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.
Help Scout
AUGUST 22, 2023
GPT-3 has been making news recently, so it’s worth taking a look to understand what it is and how it might help with customer support.
Help Scout
AUGUST 22, 2023
Remote designers face unique challenges and rewards. Here’s what we’ve found works for our distributed design team.
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
Help Scout
AUGUST 22, 2023
Customer support automation can leave customers feeling underappreciated. Here are 5 ways to automate without degrading service quality.
Help Scout
AUGUST 22, 2023
Clarity is the goal when writing to convey meaning to your reader.
Help Scout
AUGUST 22, 2023
What are the psychological benefits of making writing a regular habit? We took a look at the research.
Help Scout
AUGUST 22, 2023
Discover the 12 most useful customer service phrases for improving your support conversations, and learn which 8 common phrases you should avoid.
Advertisement
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.
Help Scout
AUGUST 22, 2023
How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?
Help Scout
AUGUST 22, 2023
The way to stand out from the competition in a crowded market is to tailor your offerings to an underserved segment — here’s how.
Help Scout
AUGUST 22, 2023
Learn what customer service is and why it's important. Discover the 21 customer service skills every support professional needs to thrive.
Help Scout
AUGUST 22, 2023
Writing that reads effortlessly takes great pain to create. Here’s how to make each word count.
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
Help Scout
AUGUST 22, 2023
Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.
Help Scout
AUGUST 22, 2023
The top 27 customer service books about providing better customer service and creating a customer-centered culture in your company.
Help Scout
AUGUST 22, 2023
Learn what customer stickiness is and how SaaS businesses can both improve stickiness and transform it into enduring customer loyalty.
Help Scout
AUGUST 22, 2023
Color psychology in marketing and branding is more complex than “green conveys calm.” Consider these studies to make better decisions.
Advertisement
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.
Expert insights. Personalized for you.
111 
Let's personalize your content