Callminer

MAY 8, 2023

Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.

Customer Experience Management 344

Customer Experience Management Customer Experience 344

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.

Mystery Shopper 183

Mystery Shopper Customer Service Mystery Shopping Start-ups 183

Beyond Philosophy

MAY 6, 2023

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Customer Experience 147

Customer Experience 147

CX Network

MAY 10, 2023

Why your brand needs to offer a digital front door in 2023 and which contact channels to keep an eye on

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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 Satisfaction

Customer Think

MAY 10, 2023

Source: Canva The more you understand email marketing, the clearer picture you see that it’s really about personal connections. Whether a list is small or massive, your most imperative task is strengthening the relationship with your subscribers. You’ll please your customers, and you’ll enjoy more effective marketing.

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eglobalis

MAY 9, 2023

Designing a differentiated B2B experience – a 22 step challenge The post Designing a differentiated B2B experience – a 22 step challenge appeared first on Eglobalis.

B2B 392

B2B Customer Relationship Innovation AI 392

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. It’s your most powerful competitive tool. You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Beyond Philosophy

MAY 11, 2023

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Social Media 157

Social Media Customer Relationship Customer Experience Management Customer Experience 157

Customer Think

MAY 8, 2023

The era has turned digital. So, enterprises around the globe are using digital transformation to drive business success. With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience.

Customer Experience 145

Customer Experience Technology Technology 145

Adrian Swinscoe

MAY 9, 2023

This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.

Social Media 190

Social Media 190

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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.

VOC

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

Social Media 100

Social Media Customer Satisfaction Artificial Intelligence CRM 100

Doing CX Right

MAY 12, 2023

Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.

CX 98

CX Customer Experience 98

Customer Think

MAY 7, 2023

The fully integrated commerce future is here. A recent study showed over 27% of millennials will increase their online spending in 2023, while half of Gen Z shoppers, who spend more time on digital channels than perhaps any other age group, favor in-store shopping.

E-commerce 119

E-commerce Retail 119

Zendesk

MAY 8, 2023

In response to macroeconomic pressure, technology companies of all sizes have been tightening their belts and flattening their org structures. Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. But despite budgetary challenges, tech companies have reason to hope. With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount.

AI 98

AI CX Customer Satisfaction Omnichannel 98

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.

AI

Execs In The Know

MAY 7, 2023

Mental health awareness has come a long way in recent years, but the journey toward destigmatization and improved support is far from over. In honor of Mental Health Awareness Month, the National Alliance on Mental Illness (NAMI) has launched its inspiring #MoreThanEnough campaign. This initiative aims to empower individuals living with mental health conditions, challenge societal misconceptions, and promote understanding and compassion.

Construction 98

Construction 98

Fonolo

MAY 10, 2023

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Customer Think

MAY 7, 2023

As the two galactic superstars (and PSG teammates) Lionel Messi and Kyrian Mbappe traded goals and impressive moves during the World Cup final in December, the world was glued to televisions to see how it would end. They also were glued to their phones, sharing memes, predictions, and running commentary on the match.

Gaming 118

Gaming Technology Technology 118

Zendesk

MAY 9, 2023

The world is changing and customer experience is shifting alongside. Advances in technology, combined with new and ongoing business challenges, put us all under pressure to continue to evolve, improve, and do more for our customers. Many businesses have managed through supply chain disruptions, rising costs, and the ongoing shift into the digital landscape—all while under a cloud layer of ongoing economic uncertainty.

AI 97

AI CX Sentiment Analysis Artificial Intelligence 97

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.

AI

Bill Quiseng

MAY 10, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

Sentiment Analysis 78

Sentiment Analysis Customer Feedback Customer Experience Actionable Insights 78

Customer Think

MAY 8, 2023

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan.

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The DiJulius Group

MAY 8, 2023

Have you ever been in a meeting where as soon as the most senior leader in the room starts to share what they think, the brainstorming and volleying of ideas cease? The conversation becomes completely reoriented around their thoughts. Most leaders, including me, feel like it is our job to state the challenge or opportunity. Read Full Article The post Great Leaders Speak Last appeared first on The DiJulius Group.

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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 Experience

Qmatic

MAY 9, 2023

Would you rather wait in a long line, not knowing where you are in a queue and if you have to go to another counter? Or, would you prefer to know how long the wait will be, where you are in a queue, who will be serving you, and how long your visit will take from start to finish?

Customer Experience 77

Customer Experience 77

Taylor Reach Group

MAY 11, 2023

by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed by some of the agent-assist capabilities and the real-time noise-canceling technologies.

Contact Center 62

Contact Center Technology Technology CX 62

Customer Think

MAY 12, 2023

All the requirements have been met. We have already seen these factors occur across the board: Low QoQ GDP. High interest rates. Massive layoffs. Inflation. Stock Market down. Cost-cutting. We are now seeing these events in sales or.

Sales 111

Sales 111

DMG Consulting

MAY 10, 2023

Why Knowledge Management is Essential for your Contact Center May 2023 Knowledge management is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible and easily consumable by all organizational constituents. It can include content from internal (databases, documents, manuals, training materials, policies, procedures, best practices, employees, etc.) and external (the Internet, user communities/forums, customers, et

Contact Center 62

Contact Center Artificial Intelligence Machine Learning AI 62

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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.

AI

Intercom

MAY 9, 2023

The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Today, we’re starting to roll out early access to Fin, our breakthrough AI bot powered by GPT-4, OpenAI’s most advanced model, and Intercom’s proprietary technology. More than 10,000 people have joined the waitlist since our announcement in March, and we’ve had some great learnings from the beta so far.

AI 59

AI Start-ups Customer Service Technology 59

Zendesk

MAY 8, 2023

It’s clear that we’ve entered a new era in artificial intelligence, and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.

AI 59

AI Artificial Intelligence Touchpoint Technology 59

Customer Think

MAY 12, 2023

Do you know what is the application with the fastest-growing user base ever? Hint: it is not TikTok. This social media phenomenon was relegated to second place earlier this year by ChatGPT. ChatGPT achieved the milestone of 100 million monthly active users in a mere two months, while TikTok needed then record-breaking nine months.

Social Media 90

Social Media AI CX Technology 90

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Artificial Intelligence 62

Artificial Intelligence Contact Center Outlook Gaming 62

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.

Technology