Inside Customer Service
JUNE 13, 2024
I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.
ECXO
JUNE 9, 2024
Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Yes, you heard it right—sometimes, talking less and listening more can be the magic key to unlocking a treasure trove of benefits for your workplace and customer relations.
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eglobalis
JUNE 12, 2024
Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.
Futurelab
JUNE 14, 2024
#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all had a great day of workshops, presentations, and networking. The topics covered anything from customer metrics to AI. For the evening, we all went to a nice restaurant nearby the conference venue.
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
Customer Think
JUNE 11, 2024
What is the employee experience and customer experience ROI connection? Let’s take a look at all the players and definitions. Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. — Communicated by Marketing and Sales employees. — Fulfilled by Operations and Service Delivery employees and partners. — Rescued by Service Recovery employees.
ECXO
JUNE 11, 2024
A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 14, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.
Customer Think
JUNE 11, 2024
Image Rights for ECXO.org: Generated by MidJourney and DALL-E A Comprehensive Analysis of AI’s Impact on the Employee Experience As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.
ECXO
JUNE 12, 2024
We are excited to share this week’s episode of Experience the Difference: The European Customer Experience Organization (ECXO) Podcast Series with the amazing Irina Mostovaya , hosted by Christopher Brooks Listen to the full episode here: [link] ABout Irina, with over 8 years of experience in customer and employee experience management, Irina Mostovaya is a passionate professional who thrives on creating value for both internal and external stakeholders.
TeamSupport
JUNE 12, 2024
Businesses often find themselves entangled in the web of complex customer interactions and inquiries. As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. That's where TeamSupport steps in, turning complications into simplified processes. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience.
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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
JUNE 11, 2024
Best Ted Talk of 2024 / The Employee Experience Revolution Hits Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For / New EX Academy / 50% off EXR books The Employee Experience Revolution Hits Bestseller The Employee Experience Revolution: Increase Employee Morale, Retain Your Workforce, and Drive. Read Full Article The post Best Ted Talk of 2024 / Bestseller / Trickflation / What it Takes to be One of the Best Companies to Work For appeared first on The DiJuliu
Experience Investigators
JUNE 11, 2024
Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.
Intercom
JUNE 13, 2024
With AI taking over more manual tasks and freeing teams up to focus on more meaningful work, customer service roles are becoming increasingly strategic. For too long, many businesses have viewed customer service as a cost center. But now, with AI and automation increasingly handling transactional queries, customer service teams are evolving into strategic value drivers with the ability to provide more consultative guidance, deliver key insights, and directly impact customer adoption and retentio
NGDATA
JUNE 13, 2024
Digital marketing has seen substantial growth, with ad spending projected to increase from $522.5 billion in 2021 to $835.2 billion by 2026. Mobile marketing, a significant component, is expected to grow from 13.7% to 16.9% of marketing budgets in the US by 2023. Social media advertising, a key driver, is predicted to double its global spending to $262 billion by 2028.
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.
Customer Think
JUNE 14, 2024
Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating.
BeyondPhilosophy
JUNE 13, 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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
Intercom
JUNE 13, 2024
Fearing a loss of control is a common theme that comes up when we talk to customer service leaders about their AI implementation strategy. Plenty of folks are curious about AI and eager to put it to the test. Many leaders are largely convinced about the efficiency gains it’ll bring, but some don’t trust that an AI Agent can deliver the same quality service that a human can.
Help Scout
JUNE 14, 2024
While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.
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.
Customer Think
JUNE 12, 2024
Generative AI (GenAI) has heralded a new era of personalized CX, but brands must be careful about where and how they use it. Too much personalization may feel intrusive to some, while too little can result in your brand missing opportunities to engage and connect with consumers.
Provide Support
JUNE 10, 2024
Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.
The Customer Service Blog
JUNE 14, 2024
Ticket sales have just opened for the Institute of Customer Service Annual Conference 2025, which takes place on 4th March 2025 at the London Hilton Hotel on Park Lane This year, the theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. This year’s event will be chaired by well-known TV presenter Amol Rajan, and it promises to be an inspiring experience, featuring a stellar speaker l
SurveySensum
JUNE 14, 2024
Ever stumbled upon a survey question that left you scratching your head, trying to figure out how to answer it accurately? That’s likely a double barreled question, a sneaky trap that combines two distinct topics into one, making it a challenge for respondents to provide clear and reliable answers. For example, take this question- “How satisfied are you with our website and delivery experience?
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
Customer Think
JUNE 9, 2024
As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.
NGDATA
JUNE 13, 2024
AI's impact on banking jobs remains limited, particularly in community banks, where customers and leaders prefer human interactions. While AI may automate tasks, it won't replace jobs outright. Younger generations, comfortable with technology, will drive AI adoption in banking. Despite fears, AI is more likely to enhance job roles, creating new opportunities for tech-savvy employees rather than eliminating positions.
CallCare
JUNE 12, 2024
Providing exceptional patient service in GP practices is vital for patient satisfaction and overall practice success. With the increasing demand for quality healthcare services and accessibility to healthcare via GP online customer service, GP practices face numerous challenges in managing patient service effectively. This article explores nine practical strategies to enhance communication, leverage technology, and improve overall patient experience.
SurveySensum
JUNE 12, 2024
Creating surveys is only half the battle, the real challenge lies in gathering a high response rate. You could create the perfect survey with relevant questions but still fall short of obtaining feedback from your audience. Why? One of the primary reasons could be that your audience isn’t even aware of your survey. They might not use the channel through which you distributed it.
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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.
Customer Think
JUNE 9, 2024
Photo credit: Ron Lach (Pexels) Every member of your team contributes significantly to the creation of lasting memories. It is my belief that employees generally fit into one of three critical categories: the wounded victim, the hostile villain, or the overlooked hero.
NGDATA
JUNE 13, 2024
Composable banking enhances digital customer experiences by utilizing modular components rather than monolithic systems, allowing financial institutions to quickly adapt to market changes and integrate new services seamlessly. This approach improves operational efficiency, customer engagement, and supports innovation. Examples of successful implementation include Varo Bank and MoneyLion, which have leveraged composable banking to offer personalized financial products, demonstrating the practical
The DiJulius Group
JUNE 12, 2024
Can the way you treat job candidates transform your organization’s success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it’s imperative to treat candidates as valued customers and how moving beyond the.
SixteenVentures
JUNE 11, 2024
You’ve spent countless hours perfecting your product, confident that it will make a significant difference for your customers. You’ve set up trials to let potential users experience its value firsthand. But here’s a critical question: Could your trial strategy be unintentionally driving customers away? Picture this: A potential customer signs up for your trial, excited […] The post Opt-In vs.
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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