Beyond Philosophy
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.
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.
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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.
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.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
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.
Retently
MARCH 18, 2024
Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” or a more detailed query, each question is a step towards understanding what makes your customers tick.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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 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.
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
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Beyond Philosophy
MARCH 22, 2024
“What’s the one thing we need for a stellar Customer Experience ?” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that will fix our problems, whether for weight loss, financial growth, or, in Colin’s case, for playing the guitar.
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.
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.
Retently
MARCH 20, 2024
What can the CATI survey do for your research? In data collection, Computer Assisted Telephone Interviewing (CATI) is a time-tested method, blending the dependability of phone surveys with smart software to boost reach and efficiency. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking. Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better re
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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.
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
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.
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.
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
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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.
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
ClearAction
MARCH 22, 2024
CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport.
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.
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.
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.
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.
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.
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!
Gainsight
MARCH 21, 2024
What do Miley Cyrus and artificial intelligence have in common? Well, at times it can feel like deciding how you utilize the power of artificial intelligence for your organization is “The Climb.” It’s not always an easy journey, but one that will be worthwhile. In a recent webinar, Strategic CX in Action: How Tricentis Leverages AI for Customer Success and Support Alignment , Somya Kapoor, CEO and Co-founder, TheLoops, and Genady Rashkovan, VP of Global Support, Tricentis, discussed the role of
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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.
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