BeyondPhilosophy
MARCH 21, 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: Sometimes, things go wrong despite your best efforts. This situation happens everywhere. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis.
ECXO
MARCH 20, 2024
Unlock the magic of positive language and elevate CX to the next level Today, we’ll be exploring the fascinating world of language and its impact on customer interactions. As we delve into this intriguing subject, we’ll discover how words can significantly influence people’s perceptions and responses, and how this can be particularly relevant in the world of customer service.
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Futurelab
MARCH 22, 2024
#NoBullshitCX #20yearsFuturelab “Don’t think. Ask!” Think you know your customers? Think again. When we started to work on a Voice of the Customer (VoC) programme for a large building materials producer, we arranged a kick-off workshop to develop the roll-out plan with a local team. Their sales manager confidently claimed: “We know what our customers want.
Adrian Swinscoe
MARCH 18, 2024
Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.
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
Bill Quiseng
MARCH 20, 2024
A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment.
ECXO
MARCH 20, 2024
Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
MARCH 21, 2024
This is a guest post by Rhys Williams, a freelance content marketing writer specialising in B2B SaaS, martech and personalisation. While there are plenty of positive […] The post Customer Advocacy – An Untapped Asset first appeared on Adrian Swinscoe.
The Customer Service Blog
MARCH 22, 2024
Readers might be surprised to learn that I’m a big fan of William Shakespeare. I regularly attend Shakespeare plays all around the UK, and I was recently at Manchester Opera House watching Sir Ian McKellen (one of the UK’s most famous actors) play Falstaff in Henry IV parts 1 and 2. While watching these two plays in Manchester, it occurred to me that there are many quotes within Shakespeare’s plays that could be applied to business - giving inspiration and insight to entrepreneurs and people wor
Fonolo
MARCH 21, 2024
Contact center managers know that virtual queuing technology is essential to keeping operations running smoothly. It underpins some of the most useful tools agents have to handle large and changing call volumes. Without it, mayhem would quickly ensue when calls come rushing into your contact center without any way to prioritize them or create order.
Customer Think
MARCH 20, 2024
Source: Shutterstock (This year, I’m devoting some of my Research Round-Up posts to academic research papers relating to the use of artificial intelligence for marketing purposes. This post features an unpublished paper that compares the performance of AI-generated vs. human-made images across three marketing use cases.
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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.
The DiJulius Group
MARCH 21, 2024
CNBC reports in an article, How Walmart, Delta, Chevron and Starbucks are using AI to monitor employee messages, there is a strong likelihood that artificial intelligence is scrutinizing your communications on platforms like Slack, Microsoft Teams, Zoom, and similar apps. Major corporations like Walmart, Delta Air Lines, T-Mobile, Chevron, Starbucks, Nestle, and AstraZeneca, have enlisted.
Experience Investigators
MARCH 19, 2024
Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.
C3Centricity
MARCH 21, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. A few years ago, I was asked to talk on this topic at the Planung&Analyse conference in Frankfurt.
Customer Think
MARCH 20, 2024
Despite what many brand executives think, most consumers who interact with the digital world would argue with the claim that, in this day and age, most brands have mastered personalization. In the 2010 article, The Pants that Stalked Me On The Web, Michael Learmonth asked us to imagine, “persistent, pestering ads that just won’t quit.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
CX Network
MARCH 20, 2024
Customer feedback is the life blood of a customer-centric organization. Annette Franz, CCXP, founder and CEO, CX Journey Inc.
Zendesk
MARCH 18, 2024
In the current landscape of customer service, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is best positioned to help companies navigate these challenges. Our AI-driven capabilities in workforce management (WFM) and quality assurance (QA) are tailored to optimize service operations, enabling organizations to not only meet but exceed customer expectations with better
SixteenVentures
MARCH 18, 2024
Pods, a collaborative team structure, have been around for several years but have become increasingly popular in both Customer Success (CS) and Sales, especially as the former has become even more efficiency-focused in the past year. While Pods share some similarities between Sales and Customer Success, their core objectives and functionalities differ based on the […] The post Pods in Customer Success vs.
Customer Think
MARCH 19, 2024
The role of CCO has historically been viewed as a bridge between the customer and the business, primarily focusing on customer service and corporate feedback. However, the digital revolution and subsequent acceleration of consumer expectations have expanded the CCO’s role to include not just customer service but also experience (CX), loyalty, and long-term engagement strategies.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Callminer
MARCH 19, 2024
2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.
The Customer Service Blog
MARCH 21, 2024
Everyone loves John Lewis. Or do they? Its loyal customers certainly seem to love the business, and we are often told that its staff members (or ‘partners’ to be technically correct) also love working at John Lewis. But in recent years all has not been well with John Lewis and there have been various financial problems and job cuts. The John Lewis Partnership has been under financial pressure for several years, and in March 2023 they announced the second ever full-year loss, totalling £234 milli
Zonka Feedback
MARCH 21, 2024
Companies worldwide are harnessing automation technology to streamline operations, minimize human errors, and save valuable time in delivering exceptional service. From AI-powered chatbots handling customer inquiries round-the-clock to automated email campaigns tailored to individual preferences, the possibilities are endless.
Customer Think
MARCH 19, 2024
One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
The DiJulius Group
MARCH 20, 2024
Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. Discover how mastering connections is about finding love and inspiring teams, retaining employees, and revolutionizing customer engagement.
The Squawk Point
MARCH 22, 2024
Silo Thinking In every business, the work flows around the organisation something like this… Marketing specialists have an insight into what the customer wants. Research teams take that insight and develop a new product. Buyers purchase materials according to the new specifications. Logistics ship and store materials. Operations teams take the materials and produce products.
Hodusoft
MARCH 22, 2024
Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” This quote reinforces a stat released by Deloitte which found out high-quality customer experience (CX) can reduce as much as one-third of the cost of serving customers. When customers experience better quality of service, they are four times more likely to refer a friend and five times more likely to buy again, reveals r
Customer Think
MARCH 20, 2024
More than nine in ten leading businesses have ongoing investments in artificial intelligence (AI), including non-tech giants like McDonald’s, CVS Health, and Pfizer. More than 90% also report increasing their investment and incorporating AI into more of their processes.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
SurveySensum
MARCH 21, 2024
An automotive company is looking to sell its SUVs to an audience that predominantly buys Sedan cars. As a result of this, they are unable to meet their sales targets. Well, this is bound to happen! If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! They need to sell to an audience that fits their buyer profile!
NGDATA
MARCH 21, 2024
Instagram has launched "Ads with Promo Codes" globally for brands. The feature drives sales and tracks them directly. Source The post Instagram Launches Ads With Promo Codes To Entice Purchase Activity appeared first on NGDATA.
Intercom
MARCH 21, 2024
Feeding the AI beast with the accurate, up-to-date knowledge your customers need is key to success in this new era of AI-driven customer service. When your support team is constantly firefighting and tackling support queues, carving out time to do other things like create help content can feel costly. But, your knowledge content is – and always was – a key source of information to help your customers self-serve.
Customer Think
MARCH 19, 2024
Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. Amid this chaos, one of your agents, Alex, approaches you with a look of trepidation.
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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