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Introduction: AI-driven virtual agents, including chatbots and voice assistants, are increasingly integral to customer service operations. Organizations leverage these technologies aiming for efficiency, cost reductions, and enhanced customer experiences. However, despite notable advancements, AI remains significantly constrained by several technological, ethical, and customer preference factors.
Beyond CX and EX: The Birth of HX Why Customer Experience and Employee Experience Arent Enough for True Transformation Were back with the HX series! My last article ( The HX Imperative: Why Human Experience is the Future of Business ) uncovered a hard truthmost business transformations fail because they focus on processes and tools while ignoring the humans at the heart of it all.
Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.
#NoBullshitCX Do we still need to break down the metrics by gender? I just made every dude in my audience roll their eyes, but this is a legitimate business case. We have done extensive CX research for several automotive producers. Every time we present the CX metrics, we see that women score more extreme than men. When things are good, they score 10s for the same things men score 8s.
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.
Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. Thats great. Thats meaningful. But theres another level of ROI that comes from solving not just the one issue, but all issues like it going forward. Thats where root cause analysis (RCA) comes inand in my view, its one of the most powerful, yet underused, parts of a VoC program.
The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21? These are just some companies that have. Read Full Article The post The Customer Revolt / Two CX Legendary Brands Struggling appeared first on The DiJulius Group.
Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Todays podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics recent X4 2025: The Experience [] The post The art and the science of listening Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics first appeared on Adrian Swinscoe.
AI has revolutionized the way businesses operate, and call centers are no exception. This article explores AI automation in the call center, including key trends to watch in 2025 and beyond.
Its easy to think of VoC as a tool to put out firesto identify what went wrong, whos upset, and how to make it right. And yes, recover alerts are essential. They help reduce churn, save relationships, and show customers you care. But if thats all your VoC program is doing, then its just a glorified complaint box. The truth is, the real power of VoC kicks in when it becomes part of your culturenot just your operations.
Summary: In this episode of the Customer Service Revolution Podcast, John DiJulius shares insights on the art of engaging presentations, emphasizing the importance of icebreakers, audience connection, and storytelling. He discusses the structure of effective presentations, customization for different audiences, and practical advice for aspiring speakers.
We simply need more loyal customers. The CEO was earnest in this request, and their goal made sense. Loyal customers return, spend more, and provide valuable insights that help shape business strategies. But Id argue the word simply is not entirely accurate. Loyalty in any relationship is earned over time by building on trust, reliability, and consistency.
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.
By Whitney Littlewood You did it. You landed the promotion. Youre officially a CS leadersteering a team, driving strategy, and making an impact. Customer Success leadership is often positioned as the next logical step for high-performing CSMs. Youve built strong relationships, driven retention, and proven your ability to make customers successful. Leadership should be the natural evolution, right?
In my last post ( Lesson #31 revisited ), root cause analysis (RCA) was identified as one of the most powerful ways to scale your VoC program. Fixing the actual reasons why customers are becoming detractorsthats the game-changer! But here's the next big question: Once youve identified the root cause how do you solve it? Spoiler alert: you dont do it alone!
Can introverts provide excellent customer service? When we think of great customer service, the stereotype can be of an outgoing, charismatic employee. If that is true, does that mean people who are shy or introverted should not be as good at customer service? This is an important question since it is reported that nearly 50%. Read Full Article The post Can Introverts Provide Excellent Customer Service?
The magic of attending a truly exceptional event stays with us long after we’ve returned home. What makes some events so memorable while others fade quickly from memory? In this episode, we tackle a listener question about customer experience best practices for event planners seeking to create standout experiences. Drawing from her extensive experience as both keynote speaker and attendee, Jeannie walks through practical recommendations that can elevate any event, regardless of size or bud
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.
As International Womens History Month comes to a close, it’s a fitting moment to celebrate the powerful intersection of women in leadership and customer success. Gainsight recently launched Season 2 of our Women in Customer Success Power Up Masterclasses in partnership with Women in Customer Success. The latest session, Revenue-Driven CS: Proving ROI & Driving Executive Alignment , featured our very own Chief Revenue Officer, Marilee Bear, who sat down with Marija Skobe-Pilley, Founder
The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. They also made prices so competitive that they gave their brick-and-mortar counterparts a run for their money! However, what do you think is the most important element for e-commerce companies?
What Is Customer Retention and Why Does It Matter? Customer retention might sound like fancy business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. Thats customer retention at workusing incentives and positive experiences to keep you coming back.
Everything Speaks: Do You have Negative Cues? Build your companys Customer experience as if no Customer has bad intentions. One of the biggest contributors to the Customer service crisis is managements paranoia that Customers are out to take advantage of them. This leads to a significant amount of time that companies spend on creating and. Read Full Article The post Everything Speaks: Do You Have Negative Cues?
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
Too often in support, more time is spent diagnosing an issue than resolving it and thats a problem. In this episode, Maxime Manseau , VP of Support at Birdie , joins Intercom’s Senior Director of Human Support Bobby Stapleton to explore the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
Still tagging open-ended feedback on spreadsheets? Thats so 2000s! Get it automated! Curious? Lets scroll down! What is Text Mining? Text mining is the process of the analysis and making sense of thousands of pieces of feedback, uncovering sentiments, patterns, pain points, etc, in mere minutes. From spotting customer sentiment in reviews to detecting fraud in financial reports, text mining helps businesses turn unstructured text into actionable insights.
For many of us, our introductionand most of our understandingof AI came from media. Whether AI found us through movies, cartoons, or books, it wasnt a part of our everyday lives. And we werent positive it ever would be. Today, AI tools are everywhere. AI voice agents are on our phones, generative AI summarizes our Google searches, and, according to Reuters , over 400 million people use ChatGPT weekly.
What makes Nordstroms customer experience legendaryand how can your company do the same? Stacy Sherman and Robert Spector reveal the Nordstrom Way and how you can apply its timeless principles to create loyal customers and set the gold standard in CX. The post Why Customers Love NordstromLessons For Every Business appeared first on Doing CX Right.
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.
Learn how Help Scout scaled to meet the educational needs of new, old, and prospective customers alike by turning one on one demo sessions into interactive live classes.
An Execs In The Know conference is more than just an eventit is a crucial space where CX leaders and industry professionals come together to address the challenges shaping the future of customer service. In an industry as dynamic as ours, where innovation and adaptation determine success, these gatherings serve as a much-needed opportunity to share insights and discuss the trends that are redefining contact center operations.
What we'll Cover: How Epicor ERP Can Also Support Your Customer-Facing Teams If your business relies on Epicor ERP, you already know how valuable it is for managing operations, inventory, and finance. But did you know that the same data that powers your business processes can also help improve sales and customer service? Epicor ERP holds a wealth of real-time insights that can enhance customer engagement, streamline sales processes, and improve service.
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
Are you tracking your NPS program correctly? Is it truly on track? Because if your NPS program isnt consistent or lacks real-time insights, you might be missing the bigger picture. So, is your NPS tracking giving you the right data to grow? Are you leveraging the right NPS software to do it correctly? Lets find out! What is NPS Tracking? NPS tracking is the process of creating a continuous cycle of measuring, analyzing, and reviewing your NPS score to understand where you stand in terms of custo
Ready to make the leap from CSM to CS Leader? Youre a rockstar with customers. You build strong relationships, hit your numbers, and drive growth. But how do you go from managing accounts to managing a team ? Join Whitney Littlewood , Director of Enablement at The Success League, for an interactive 90-minute workshop designed to help you step into leadership with confidence.
What we'll Cover: How Epicor ERP Can Also Support Your Customer-Facing Teams If your business relies on Epicor ERP, you already know how valuable it is for managing operations, inventory, and finance. But did you know that the same data that powers your business processes can also help improve sales and customer service? Epicor ERP holds a wealth of real-time insights that can enhance customer engagement, streamline sales processes, and improve service.
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