The Belding Group
JANUARY 27, 2024
It’s no accident that these are the people we turn to when whenever a decision needs to be made. The skill of being decisive creates respect and trust, and one of the core qualities that employers look for when hiring or promoting. It is also key component of being perceived as competent – which tells customers and colleagues that they can trust you.
ECXO
JANUARY 30, 2024
The emotions in CX Emotions have a pivotal role in the customer experience and can significantly impact customer loyalty and repeat purchases. This can be better understood by dissecting the customer journey into two main components: the functional and the emotional. The functional component of a customer’s journey pertains to the practical aspect of a product or service.
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Adrian Swinscoe
JANUARY 29, 2024
This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 1, 2024
CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM).
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Doing CX Right
FEBRUARY 1, 2024
Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.
Execs In The Know
JANUARY 31, 2024
Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Helpt
FEBRUARY 2, 2024
I am about to describe a situation that I’m 99% positive that you have experienced before. You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.
Doing CX Right
JANUARY 28, 2024
Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.
Intercom
FEBRUARY 1, 2024
Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?
Beyond Philosophy
FEBRUARY 2, 2024
Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on the other side of the pond do.
Speaker: Benjamin Woll and Tiffany Spizzo
Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.
Fonolo
JANUARY 31, 2024
Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry.
Customer Think
FEBRUARY 2, 2024
When it comes to marketing, algorithms, and analytics often take center stage. And in such a scenario, it’s often easy to overlook the timeless power of storytelling. As businesses strive for conversions, sales, and a robust marketing strategy, they sometimes forget that behind every click, purchase, or engagement is a human being.
Beyond Philosophy
FEBRUARY 1, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Heart of the Customer
JANUARY 31, 2024
Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer.
CX Network
JANUARY 29, 2024
The tools and methods behind predictive CX and how it boosts customer loyalty and satisfaction
Customer Think
JANUARY 28, 2024
What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach coverup from Target is $20; a couture gown from Chanel could be $200,000. With customer survey programs, as with dresses, there is an enormous range.
The DiJulius Group
JANUARY 31, 2024
From his time in the military to the courtroom, Alex Gertsburg has navigated a path that’s as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it’s shaped his approach to leadership and customer service. His. Read Full Article The post 141: Creating The Lawsuit-Free Company appeared first on The DiJulius Group.
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.
DMG Consulting
JANUARY 28, 2024
Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.
CX Network
JANUARY 29, 2024
The UK division of the world’s largest cruise line is using generative AI to enhance its service capabilities in 2024
Customer Think
FEBRUARY 1, 2024
Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits.
Zendesk
JANUARY 31, 2024
Welcome back to part two of our conversation with Joey Edwards-Lebair, Zendesk’s Senior Customer Insights Manager and lead researcher for our annual CX Trends report. This week, Edwards-Lebair joins host Nicole Saunders to take a deeper look at more of the trends shaping the future of customer experience and shares what excites him most about the future.
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
CallCare
JANUARY 31, 2024
Amidst the thick fog of our healthcare systems, the NHS stands as a beacon of light, dedicated to providing quality and affordable care. However, the storm of staff shortages has cast a shadow over this light. In this blog post we embark on a journey to understand the complexities of NHS staff shortages and shed some light on potential navigational strategies.
CX Network
JANUARY 29, 2024
The key findings that demonstrate how AI is changing CX in the APAC region
Customer Think
JANUARY 30, 2024
AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.
Execs In The Know
JANUARY 28, 2024
In the fast-paced customer experience (CX) landscape, finding a reliable network to collaborate, gather niche insights, and access valuable advice is critical for CX leaders. Execs In The Know’s Know It All (KIA) Online Community —an exclusive space curated specifically for CX leaders—is celebrating a significant milestone of surpassing 1,000 members and growing stronger by the day.
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
JANUARY 30, 2024
AI email assistants can take email from a hassle to, well, less of a hassle. Learn all about AI-powered email assistants and discover 9 tools to try in 2024.
Zonka Feedback
FEBRUARY 2, 2024
Imagine being able to peek inside the minds of your customers, effortlessly deciphering their hidden emotions, unspoken frustrations, and unbridled praise. Sounds like a marketer's fantasy, right?
Customer Think
JANUARY 31, 2024
Earlier this week, I was interviewed by John Radkins, for his Sales Machine Blog, and he asked me to explain sales process for those who don’t want to be restricted by sales process.
SurveySensum
FEBRUARY 2, 2024
Picture this : You go to a small boutique where the owner greets you by your name, remembers your preferences, and makes your shopping an experience rather than a transaction. Now, picture a high-end boutique with a luxurious interior but you get a bone-dry experience, not a personalized one, and employees don’t even remember your recent interactions.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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