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Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.
What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe.
A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.
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.
Collecting product feedback isn’t a straightforward and simple process. Read this blog to understand the value of product intelligence, including expert tips and best practices.
In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders.
Best Practices for Onboarding New Tenants to the ISP Network As an Internet Service Provider (ISP) you know it’s not easy to acquire tenants (clients or subscribers who rent or lease Internet services from you). Especially in the last few years, due to various factors such as cutthroat competition, changing customer behavior, rapidly transforming digital landscape, and more.
Greg Kihlstom, author and two-time CEO, and Stacy Sherman explain how to personalize customer experiences without compromising data privacy and become a respected industry leader. The post Enriching Customer Interactions: the Balance of Personalization and Data Privacy appeared first on Doing CX Right.
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.
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. Why? In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. Using the S.M.A.R.T strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy.
How can companies improve the digital customer experience? Events in recent times have shown service providers the importance of not only embracing but also adapting and innovating digital solutions to optimize their services and stay ahead in the game. As many have started to offer digital solutions, improving the digital customer experience has become one of the main priorities for service providers.
At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.
Rapid technological advancement and shifting consumer preferences have marked the last five years. Businesses now find themselves at a crossroads in the realm of customer service. Email has long stood as a stalwart among various communication channels, offering a reliable medium for customer-company interactions.
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.
In the fast-paced world of modern business, providing exceptional customer support is no longer optional, it is a necessity. To excel in this critical aspect The post Optimizing Customer Service using FreshDesk Omnichannel appeared first on CXService360.
Although I live in Yorkshire, I’m a regular visitor to London, both for business and pleasure. One of my favourite eating places in London is an Italian pizza café close to the university where I did my Masters degree in Marketing and Innovation many years ago. This particular restaurant has very reasonable prices (and delicious pizzas) but one thing that really annoys me about the place is that they charge 40 pence for a little plastic pot of condiments.
The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.
In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization. How does one overcome these challenges? Read on to find out. The post Five Ways to Solve Your Customer-Centricity Challenges appeared first on CX Journey™.
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
Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these predictions is AI-driven.
Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991 , Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce. As Mansell sped away from the pits, the wheel fell off , literally. People scurried out of the way to avoid being flattened by the tyre as it bounced along the pit lane into neighbouring crews.
The customer is a mysterious creature. Just ask any business owner. Deciphering the wants and needs of your customers is essential for sustainable, long-term success. For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit.
The probability of gain results in trust, while the probability of failure results in distrust. But between the two lies an element of uncertainty; something that every eCommerce customer experiences when placing online orders. This presents eCommerce websites with a very lucrative opportunity.
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.
Donna Fluss discusses why Interaction Analytics applications are mission critical Let’s dig into the two types of Interaction Analytics! The post Donna Fluss discusses why Interaction Analytics applications are mission critical appeared first on DMG Consulting.
AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed that brands’ CX Quality had fallen for the second consecutive year.
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
For some unknown reason, my last three presentations all started as headlines (two created by someone else) which I then then wrote a speech to match. This isn’t my usual way of working. It does add a little suspense to the writing process – can I develop an argument to match the title? It also dawns on me that this is the way generative AI works: start with a prompt and create a supporting text.
SaaS, short for software as a service, is a business model where a company develops a piece of software and takes full care of its maintenance, security, infrastructure, and updates. Customers, in turn, access the software by paying a recurring fee (typically monthly or annually).
Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.
Last week, I posted an article on the Impact of Relationship Building Challenges in Sales. The article explored what happens to salespeople who are skilled at selling, but aren’t very good at building relationships, as well as those who are great at building relationships, but aren’t very skilled at selling.
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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