Fonolo
JULY 13, 2023
Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.
Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
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eglobalis
JULY 13, 2023
A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.
Adrian Swinscoe
JULY 10, 2023
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
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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.
Inside Customer Service
JULY 13, 2023
Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.
Beyond Philosophy
JULY 13, 2023
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JULY 14, 2023
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.
The DiJulius Group
JULY 14, 2023
As we know, when it comes to purchasing products and services, today’s customer is no longer willing to sit back and accept anything even close to mediocrity. What used to be thought of as a simple purchase is now a Brand Experience. Consumers take their interactions with businesses seriously, with clear visions–and strong expectations–for customer.
Customer Think
JULY 14, 2023
In today’s digital world, email marketing continues to be a vital tool for businesses to connect with their audience. However, simply sending out generic emails to your entire contact list is no longer effective or efficient. This is where email marketing automation comes into play.
TeamSupport
JULY 13, 2023
Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.
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.
CX Network
JULY 12, 2023
Learn how VoC analytics, AI intelligence and can make a contact center shine
Doing CX Right
JULY 9, 2023
Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership. The post Future-Proofing Your Business with Unstoppable CX Leadership and Innovation appeared first on Doing CX Right.
Customer Think
JULY 14, 2023
Launching or expanding a print business can be scary but; with the rise of excellent eCommerce platforms, such as WooCommerce, and innovative web-to-print product designer plugins, setting up your print-on-demand store has never been easier.
Zendesk
JULY 12, 2023
The pandemic had a profound impact on people and industries across the world, with lasting changes to the way many people work and travel. Travel has now rebounded and, in some cases, even exceeded pre-pandemic levels. Most hotels and resorts worldwide have now reached or exceeded 100% of 2019 occupancy. That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industr
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.
Intercom
JULY 13, 2023
How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology. Over the course of my career, support has traditionally been very transactional – customers would get in touch with issues or questions, and support reps woul
CSAT.AI
JULY 12, 2023
Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences. AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget.
Totango
JULY 11, 2023
G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr
Customer Think
JULY 8, 2023
In my last column article Generative AI: What’s Next and How to Get the Payoff, I concluded with a recommendation and decision tree for selecting a generative AI tool — or should I say “toy” — looking at the still ongoing hype?
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
SurveySensum
JULY 11, 2023
You love going to McDonald’s. Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more.
CX Network
JULY 12, 2023
CCW Excellence Awards celebrated advances in technology, diversity and inclusion
Beyond Philosophy
JULY 8, 2023
Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn.
Customer Think
JULY 11, 2023
One of the most crucial metrics to monitor in the RV industry is market share. What is Market Share? Market Share refers to the portion of the market that a specific company or product controls. Within the RV market, this can be further divided into: Unit Market Share and Revenue Market Share.
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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.
DMG Consulting
JULY 14, 2023
Contact centers are sophisticated operating environments Donna Fluss July 14, 2023 Donna Fluss explains the complexities of contact centers. The post Contact centers are sophisticated operating environments appeared first on DMG Consulting.
Hodusoft
JULY 13, 2023
The Power of Multi-Tenant IP PBX Software with Unlimited Extensions for ISPs and MSPs “What is the maximum number of extensions this software can provide?” Many Internet Service Providers (ISPs), Internet Telephony Service Providers (ITSPs), Managed Service Providers (MSPs), and other telecom service providers ask this question when they look for any IP PBX software.
Zonka Feedback
JULY 14, 2023
AI Surveys leverage Artificial Intelligence to streamline the survey creation, collection, and analysis. Here is an introduction to AI Surveys and how you can use them. Surveys have long served businesses in gathering useful insights and feedback from their customers. However, with the advancements in technology, traditional surveys are expected to take the backseat, and a more transformed and evolved form is set to emerge.
Customer Think
JULY 14, 2023
The company's investor lineage includes Veeva, Vlocity, now Revolear
Speaker: Becky Parisotto and John Vurdelja
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
CX Network
JULY 14, 2023
Lessons on automation from FedEx, Rolls-Royce and Untied Airlines from All Access: CX Automation
Qmatic
JULY 13, 2023
For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has struggled with long waiting times and rigid booking processes taking valuable time from healthcare staff when they could focus on patient care instead. The benefits of using an online patient scheduling system are many.
Zonka Feedback
JULY 14, 2023
Are you looking for a quick and non-intrusive way to gather real-time feedback from your customers? Discover how Slide Up Surveys can help you achieve this goal! Understanding your customers, website visitors, and product users is of paramount importance for the success of any business. And the only way to know how your customers perceive your brand and feel about their experience with it is by collecting Customer Feedback.
Customer Think
JULY 14, 2023
In today’s uber-competitive business environment, every cent counts. The more revenue your business generates, the more your business can grow. However, a growth killer lurks unseen in virtually every business’s sales pipeline: revenue leakage. This unintended and often invisible loss of revenue harms all businesses.
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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.
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