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A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
As we approach the end of the Summer and head into Autumn, here in the Northern hemisphere, many gardeners will be starting to think about getting […]. The post In times like these, customer service leaders can learn a lot from gardeners first appeared on Adrian Swinscoe.
Today’s interview is with James Dodkins, CX Evangelist at Pegasystems. James joins me today to talk about some new research that Pega has just conducted, some […]. The post Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.
Happy Customer Service Week! Observed every year during the first full week of October, Customer Service Week is an international. 3rd Oct 2022. By Mandy Reed Global Head of Marketing.
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.
Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger […]. The post The problem of customer indecision and how to get over it – Interview with Matt Dixon first appeared on Adrian Swinscoe.
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Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger […]. The post The problem of customer indecision and how to get over it – Interview with Matt Dixon first appeared on Adrian Swinscoe.
We’ve got an update to share. Today, we announced that Eoghan McCabe, Intercom’s chairman, co-founder and former CEO, is returning to lead the company as CEO. Karen Peacock is stepping down as CEO and transitioning to an advisory role to support through the transition. Below is the email that Eoghan sent to the company after sharing the news with employees at All Hands.
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
David Wachs, CEO of Handywritten, explains how to enhance and nurture customer relationships through a personalized tactic that really works for business growth and retention. The post Creating Memorable & Personalized Customer Experiences At Scale appeared first on Doing CX Right.
The companies not making a monetary investment in customer experience are the ones whose leaders don’t understand the financial impact CX can have. A Return on eXperience (ROX) dashboard helps you determine precisely what victory looks like over time and offers insight into customer churn rates. To build an ROX dashboard the executive team will. Read Full Article.
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.
Each person on your team has different needs, responds to feedback in different ways and evolves in different trajectories – and management should always reflect that. Even when you reach the perfect team dynamic – a new hire or budget cut can easily throw things off balance. But no matter how isolating a management position can feel, you’re not going through it alone.
1. Make it easy to find and contact you. I think we can all agree that few things that are more frustrating than very well hidden contact details on a website. Chatbots or FAQ are not always the right answer. 55% of users, in fact, say it takes too many questions for a chatbot to recognize it can’t answer their issue. We all know that sometimes people have questions that are not frequent or standard and just require a 5 minute conversation with a human, be it via phone, chat or even e-mail.
Customers are engaging more with service teams—volume is up 14 percent over 2021, according to our 2022 CX Trends Report —and have higher customer service standards. This elevates the importance of the role customer service agents play in the customer experience. Yet less than 30 percent of agents report that they feel empowered to do their jobs well, and agent burnout is high because they are being asked to do more with less.
Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance. 1.
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.
More languages, more efficiency, and more satisfied customers: Welcome to the September edition of Built for You. So much of delivering an incredible customer experience happens behind the scenes. The live chat experience is so effortless for customers that it’s easy to assume it’s the same way for support teams. The truth is, it takes a lot of operational work, data analysis, and support skills to make world-class customer service look easy.
We all want to keep our customers happy and satisfied so they do repeat business with us. And customer experience is one differentiating factor that can make or break your customer retention efforts. Customer Service Performance plays a catalyst in achieving that level of customer experience and winning over the trust and loyalty of clients.
Examples of bad customer behavior are typically what make for breaking news in the world of customer service. These are the kind of stories we’ve seen more frequently throughout the past few years as staffing and supply shortages mount and consumer stress levels run rampant. More than a lack of gratitude or a bit of unpleasantness, many frontline customer service agents have faced truly difficult scenarios.
The concept of nudging in business isn’t brand new. It’s the idea of guiding someone toward an action. Nudges don’t remove freedom of choice, they make a certain choice more attractive. The aim is to make those preferred choices beneficial to the chooser. We’re not focusing on negative nudges or those meant to manipulate for the benefit of another party.
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
“The problem we’re trying to solve is…”. That’s a common opening statement at Intercom. Not just in product reviews, roadmap meetings, or design critiques from product people, but across the company. This is the eighth post in a series exploring our product principles. Here, Stephen discusses our engineering principle “Start with the problem”. In our ritual Friday afternoon ‘Show and Tells’ people from across the company demo what they’ve been working on, and that’s how they open their presentat
Accenture reported that artificial intelligence (AI) can potentially increase corporate profitability by an average of 38% by 2035. With this statement in mind, should you implement a strategy that helps your organization to drive better revenue with AI customer experience ?
There was a time when “ growth at all costs ” was the prevailing philosophy in tech. But times are changing, and as a result of today’s economic climate, more software and cloud services companies are focusing on profitability instead of growth. They are in protection mode. This drives a focus on quality customers rather than quantity, and a need to develop loyalty and reduce churn.
Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. In net, you need the best of the best to ensure a goal isn’t scored.
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.
A few years ago, we published The Customer Retention Starter Kit which helped thousands of businesses retain more customers over the long term. Today, we’re launching a completely refreshed guide to help you engage, nurture, and retain more customers in the modern age. In today’s digital era, engaging and retaining the customers you have is easier and more efficient than winning new ones.
“ Perfection is not attainable, but if we chase perfection, we catch excellence. ” - Vince Lombardi. The quote by the popular American football coach applies perfectly when we talk about improving our products. There can be no perfect product on the globe. However, if you keep on improving your product from time to time, you can make it to the leading position in the market.
Memory is one of my favorite topics in the behavioral sciences, so we did a podcast series on them. This newsletter is the last of a mini-series on memory, the series finale. Last time, I wrote about the network structure of memory and how the different types of memories we have connected in surprising ways from the information we shared on our second podcast.
There’s nothing that destroys a perfectly good call center schedule like unplanned absences. Don’t get us wrong—we’re in full support of call center agents taking time off and embracing work-life balance. But scheduling shifts becomes tough when absenteeism rises, leaving the agents who did show up to bear the brunt. Unplanned absences have a ripple effect that can impact everything from customer satisfaction to agent attrition to contact center KPIs—and that’s something you shouldn’t ignore.
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
A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Customer self-service takes a variety of forms, including but not limited to: help centers or knowledge bases, customer portals, FAQ or glossary pages, mobile apps, AI-powered chat and messaging services, or customer communities.
Here are the improvements we have brought to Lumoa in the past month. Share data with other users. We want everyone to be able to act based on the voice of the customer. Due to this, we made a few changes to how Dashboards and Cards can be shared with others: Your Private Dashboard can now be shared with other users – for example, this lets you make a template to give new users for easy onboarding ; Cards can now be linked and shared among your coworkers – this lets you quickly sprea
When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.
You buy from your favorite brand. But you can now also help them on the side (hours of your choosing), earning a bit of money and enhancing. 4th Oct 2022. By Megan Neale COO and Co-founder.
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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