Customer Think
JANUARY 9, 2023
Happy New Year! We have an exciting year ahead of us. So much has changed in just the past three years. And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predicti.
Callminer
JANUARY 9, 2023
Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.
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Adrian Swinscoe
JANUARY 13, 2023
I recently attended Verint’s Engage EMEA event, where I enjoyed sharing a few ideas and talking with a bunch of CX leaders, professionals and experts about […]. The post Happy employees = happy customers. Achieve both with Punk CX. first appeared on Adrian Swinscoe.
Fonolo
JANUARY 12, 2023
Change seems to happen slowly and then all at once. The same holds when considering how artificial intelligence is changing the contact center. . You probably know at least a bit about AI and automation. Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. They are also popular advancements in automation that employ varying degrees of AI.
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
CX Network
JANUARY 13, 2023
Learn the biggest CX trends that took place across industries and geographies in 2022.
Callminer
JANUARY 11, 2023
Understanding omnichannel customer experience analytics is essential to satisfying customers and maintaining a competitive edge. Read this blog to learn how to put analytics to use.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Belding Group
JANUARY 9, 2023
It is important to keep in mind that the customer service our end-customers receive is really just the end of long, interconnected chains of internal service experiences. Shaun Belding | www.shaunbelding.com.
Customer Think
JANUARY 9, 2023
A lot of people think that the impulse to buy something, to press that checkout button, is instinctive. It’s a quick, almost subconscious response when you see something you want. But there’s a lot more going on in people’s minds than just “see-want-buy.” There’s psychology behind every buying decision, and it isn’t always easy to […].
Intercom, Inc.
JANUARY 11, 2023
Here’s the thing: there isn’t one single motion to scale a product-led organization, and forms and free trials alone won’t drive enough growth to keep a business afloat. Successful companies nurture a variety of customer journeys and revenue streams, from inbound leads and self-serve users to sales-assisted campaigns and ABM. The first step towards driving product-led growth?
Shep Hyken
JANUARY 11, 2023
Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). With the employment issues of the past two years, EX is as important, maybe even more so, than CX. You can’t have a consistent and predictable CX without an EX to support it. .
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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 Belding Group
JANUARY 8, 2023
60 Seconds That Make a Difference to Your Coworkers Want to make a difference to your coworkers? Here are four scenarios to illustrate how much of a difference 60 seconds can make: Scenario 1: A coworker calls and asks for your advice on a situation they are dealing with. A week later, you spend […]. Shaun Belding | www.shaunbelding.com.
Customer Think
JANUARY 12, 2023
Over the past few years, companies have struggled with the looming prospect of a volatile job market. So much so that employee retention has become one of the most significant HR challenges faced by multinational companies in recent memory. On average, a whopping 4 million Americans quit their jobs each month in 2022. On top […].
MyCustomer Experience
JANUARY 10, 2023
Firstly, the happiest of New Year’s to everyone, and I hope you all had a wonderful break over the holiday season. As we kick off 2023, our. 10th Jan 2023. By Stuart Dorman Chief Innovation Officer.
The DiJulius Group
JANUARY 11, 2023
Many factors have contributed to The Great Resignation that we are currently in. We could point the finger at economic turmoil, bad leadership, a changing culture, and so much more. However, what is most important is figuring out how to turn this Great Resignation around. How can we turn it into The Great Retention? In. Read Full Article. The post 104: How To Turn the Great Resignation Into The Great Retention appeared first on The DiJulius Group.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Shep Hyken
JANUARY 10, 2023
B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. She shares how companies can design a better experience, in B2B and B2C industries, by focusing on the individual needs of their customers and employees.
Customer Think
JANUARY 12, 2023
As leaders, we are expected to have a vision of the future that we are leading our teams towards. To build this vision, we need to be able to think of the potential and probable futures, to decide and pick the one that we want to move towards.
CX Network
JANUARY 12, 2023
Discover where the world’s newest chatbot thinks CX is going in 2023.
ModSquad
JANUARY 10, 2023
These days everyone is talking about “delivering great experiences”. For us, that phrase isn’t just the latest trend in marketese, it goes to the very heart of what we do – it is what we’ve been doing since we started 15 years ago. We’ve always believed that great customer experiences and vibrant communities could transform businesses and organizations.
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.
Dealing With Humans
JANUARY 9, 2023
I live in what is the definition of a resort market. Glenwood Springs, Colorado, on the Colorado River. With a theme park, world class skiing, whitewater rafting, and every other outdoor method of outdoor fun, it is a lively place, full of people being humans. The concept behind Dealing With Humans applies to virtually any business regularly dealing with customers, clients, guests, and the lot.
Customer Think
JANUARY 12, 2023
2022 has taught us to expect the unexpected. The Ukraine conflict, the energy crisis, the rising scepticism among businesses and consumers due to rising costs, and the emergence of the recession that fundamentally altered the dynamics of the eCommerce post-pandemic recovery, were the most surprising events of 2022 for everyone. This is a new wave […].
CX Network
JANUARY 10, 2023
Discover the benefits personalization brings to companies, consumers and employees.
The DiJulius Group
JANUARY 9, 2023
On January 15th, 2003, my first book, Secret Service: Hidden Systems That Deliver Unforgettable Customer Service, came out. Secret Service detailed how we had built John Robert’s Spa, known locally in Northeast Ohio, into a brand with superior customer service as the single biggest competitive advantage. JR Spa’s rapid growth was getting a lot of. Read Full Article.
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
TeamSupport
JANUARY 13, 2023
Understanding and measuring customer sentiment and health is a critical aspect of running a successful business. It allows you to gauge how your customers feel about your brand, products, and services, and make adjustments as needed to improve the customer experience. By regularly tracking customer health, businesses can make informed decisions that lead to increased customer satisfaction, retention, and revenue.
Customer Think
JANUARY 10, 2023
When Dale Carnegie published How to Win Friends and Influence People in 1937 he laid the foundation for sales thinking that continues today: find folks with a need, get into a relationship, and tell them about the features, functions, and benefits of your solution in a way that induces them to buy it. But it’s […].
Fonolo
JANUARY 10, 2023
Wondering how to use artificial intelligence (AI) in your call center? It’s a hot topic, and many call center managers want to know what this rapidly evolving technology will mean for their organizations. There are so many questions — and some concerns, too. Some people worry that AI is dangerous. Others have their eyes on job loss, thinking that AI might replace human agents altogether.
Bill Quiseng
JANUARY 11, 2023
Through social media, people are talking about you whether you know it or not, like it or not. Customers who are dissatisfied with your service rant about their no class experience to others. They’re not just talking about you to their friends on social media. They’re telling everyone, even complete strangers. If they’re not talking no class, then they’re just not talking about you at all.
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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.
Beyond Philosophy
JANUARY 7, 2023
Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. We discussed what we see changing in CX. We all think we are at a turning point in the movement.
Execs In The Know
JANUARY 8, 2023
No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore.
Customer Think
JANUARY 9, 2023
We live in a world with accelerating pace of change. For all us leaders, this accelerating change comes with the necessity to respond to these changes in a coherent, strategic and urgent ways. This translates into starting and leading change in.
ClientSuccess
JANUARY 11, 2023
The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Here’s an overview of what we call the Golden Rule of Customer Success – 8 Guiding Principles: Understand customer needs, goals and motivations.
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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