Inside Customer Service
FEBRUARY 2, 2023
Imagine you had to improve customer satisfaction. You are given limited time and a small budget. (Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.
Adrian Swinscoe
FEBRUARY 3, 2023
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell first appeared on Adrian Swinscoe.
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Intercom, Inc.
JANUARY 31, 2023
The arrival of ChatGPT just eight weeks ago was a watershed moment. Suddenly it seemed that generative AI might transform industries from education to marketing. And Intercom’s area of focus – customer service – is among those most poised to benefit. However, getting from technological breakthrough to useful applications is far from straightforward.
Callminer
FEBRUARY 3, 2023
Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations to continue advancing their automation journeys.
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
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.
Steven Van Belleghem
FEBRUARY 3, 2023
The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. With the stellar rise of breakthrough technology like big data, machine learning, voice recognition, sensors and everything AI and IoT, some of us made the mistake of thinking that CX was mostly about efficiency and reducing f
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
FEBRUARY 1, 2023
CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.
Customer Think
JANUARY 30, 2023
“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. But maybe this is the wrong path! Perhaps your customer experience management is on a misguided trajectory. A warped or dusty lens causes poor vision.
The DiJulius Group
JANUARY 30, 2023
I am so passionate about what I do and share with my clients how to build a world-class experience (customer & employee) brand. However, that passion tends to be a major problem for me when it takes over and I just start dominating the conversations. So, when I’m on Zoom calls, I literally had to. Read Full Article The post Talking Less, Listening More: Can You Keep Quiet For Longer Than 18 Seconds?
Fonolo
FEBRUARY 2, 2023
In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge? If so, you need to familiarize yourself with the latest tools and technology. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to creat
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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.
CX Network
FEBRUARY 1, 2023
Uncover key customer loyalty and retention statistics to guide your CX approach in 2023
Customer Think
JANUARY 30, 2023
By now, we all know that social media marketing is one of the best ways to build rapport with your audience and grow your business. Platforms like YouTube, Instagram, and Twitter have grown rapidly and are not showing signs of slowing down.
CSAT.AI
FEBRUARY 1, 2023
The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Yes, there are costs to any aspect of business. Costs can be reduced with planning and acting on data. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely.
Doing CX Right
FEBRUARY 3, 2023
Get Golden Ticket To invite-only Customer Experience Event covering airfare, hotel and event costs. Only for DoingCXRight subscribers this week. Learn details and register for drawing by Feb 9. The post Golden Ticket to Customer Experience Event appeared first on Doing CX Right.
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.
Zendesk
JANUARY 30, 2023
Most businesses understand that customer expectations have risen sharply over the past few years, and that when a company fails to meet those demands, the effects on the bottom line can be grievous. As companies wrangle with delivering compelling customer experiences, they face a difficult yet essential task: figuring out exactly what customers feel when they interact with their business.
Customer Think
FEBRUARY 2, 2023
In 2022, the Forrester CX Index dropped for the first time in years, with nearly twenty percent of US brands seeing a drop in customer experience. Towards the second half of 2022, an increasing number of companies fear a recession an.
Execs In The Know
JANUARY 29, 2023
A relentless focus on exceeding customer experience (CX) is the founding principle behind everything CX leaders do. But keeping pace with customer expectations and motivations is its own unique experience, and both have shifted considerably over the past year. That’s why right now is the perfect time to dive into all that Customer Response Summit (CRS) has to offer.
Lumoa
FEBRUARY 2, 2023
Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.
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.
Beyond Philosophy
JANUARY 28, 2023
If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.
Customer Think
FEBRUARY 3, 2023
WordPress 6.1 “Misha” was launched on November 1, 2022. This is the third major release in 2022, following WordPress 5.9 Josephine and WordPress 6.0 Arturo. The latest version presents several core modifications, bug fixes, and backport changes. The WordPress 6.1 update is related to the Gutenberg project phase two.
Comm100
FEBRUARY 1, 2023
There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older. In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year. We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique.
MyCustomer Experience
FEBRUARY 2, 2023
This blog post is written by Chris Ezekiel and originally appeared on the Creative Virtual Blog. n/a Since the official announcement in.
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
ClientSuccess
JANUARY 30, 2023
Vectors by Vecteezy As the growth of your business accelerates, you may face a difficult decision: when and how to scale up your customer success team. Scaling up at the right time with the right approach ensures that customers get the support they need while reducing burnout in your organization. This blog post will discuss three metrics to consider when evaluating your customer success team size.
Customer Think
FEBRUARY 2, 2023
How to manage personas in your CDP to get more personalized campaigns As a retailer, you likely have a good understanding of your target customers, including their demographics, behaviors, and preferences. This understanding can be further enhanced through customer personas, fictionalized representations of your ideal customers based on real data.
Bill Quiseng
FEBRUARY 1, 2023
BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average.
Intercom
JANUARY 31, 2023
In December, our Director of Machine Learning, Fergal Reid , and I sat down to chat about the launch of ChatGPT : the good, the bad, the promise, the hype. The possibilities to automate and streamline processes for support reps seem endless, but the success of generative AI in this space will ultimately depend on its ability to deliver real value for customer service teams and customers alike.
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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.
Doing CX Right
JANUARY 29, 2023
Anthony Coppedge, IBM's Global Digital Sales leader, shares practical ways to establish clear, measurable objectives and track progress. It entails "stopping the stupid" and eliminating unnecessary work to focus on high-impact tasks that improve customer experience and profitability. The post “Stopping The Stupid” For Better Customer Experience Outcomes Over Outputs appeared first on Doing CX Right.
Customer Think
JANUARY 31, 2023
The most effective marketing is based on data. By understanding your customers and their preferences, you can more efficiently target your marketing efforts to create loyalty. The trends toward generating customer loyalty are harder than ever, where 88% of consumers say it takes three or more purchases to build brand loyalty.
MattsenKumar
FEBRUARY 3, 2023
As customer experience (CX) and customer loyalty become increasingly important for businesses, especially contact centers, it is essential to implement quality monitoring strategies to ensure that customer expectations are met. This article will discuss 8 quality monitoring strategies for improving CX and loyalty. Transform Your Customer Experiences: 8 Loyalty-Boosting Quality Monitoring Strategies Having customers who are loyal to your business is essential for success.
Zendesk
FEBRUARY 3, 2023
Banks that consistently optimize the customer experience grow 3.2x faster than competitors that don’t. And with over 50 percent of consumers reporting that they will switch to a competitor after a single unsatisfactory interaction, customer experience has never been more important for any industry. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last.
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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