ECXO
NOVEMBER 19, 2024
May the CX Force be with you! The Star Wars saga transcends its status as a beloved space opera, emerging as a rich source of insights and lessons that businesses can leverage to enhance customer experience. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.
Adrian Swinscoe
NOVEMBER 22, 2024
I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.
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Execs In The Know
NOVEMBER 21, 2024
In our recent webinar , Mandi Geary, Director of Customer Care at BSN Sports, took us behind the scenes of her artificial intelligence (AI) journey with Gladly, sharing the wins, lessons, and strategies that have transformed how her team supports customers. Here are a few key takeaways from the webinar. You can watch it on-demand here. Your North Stars: Customers and Employees AI often promises efficiency, but BSN Sports’ approach is refreshingly balanced. “My consistent challenge is alway
Intercom
NOVEMBER 22, 2024
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Support Declan Ivory about how generative AI is reshaping customer interactions, the emergence of new roles within customer service teams, and the importance of professionalizing career paths in this evolving landscape.
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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.
ECXO
NOVEMBER 17, 2024
Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an instrumental role in guiding products beyond functionality to create a connection that resonates on a personal level with users.
Callminer
NOVEMBER 16, 2024
CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI advancements that CallMiner has delivered in 2024.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
InteractionMetrics
NOVEMBER 21, 2024
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.
Totango
NOVEMBER 21, 2024
In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape.
CommBox
NOVEMBER 19, 2024
CommBox Secures $15M Investment from PSG, Prioritizing AI in Customer Experience Boston , MA – Nov. [18], 2024 – CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity , a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.
Experience Investigators
NOVEMBER 19, 2024
If you have an organizational mission statement, do you need an organizational vision statement? What about a customer experience mission statement or a customer experience strategy statement? Craft a customer experience (CX) mission that truly aligns with your organization’s vision and mission and puts a focus on the customer! In this episode, Jeannie Walters shares her insights on transforming organizational goals into actionable CX strategies.
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.
RateMyService
NOVEMBER 18, 2024
Understanding customer emotion can help you forge a deeper understanding of your customers and enhance their brand loyalty. We’ve usually relies on traditional metrics like Net Promoter Score (NPS, eNPS), Effort Score (CES, EES) and Satisfaction Score (CSAT, eSAT) to understand our customers and employees. While these metrics offer valuable insights, they only scratch the surface of what drives true loyalty, advocacy and memorable experiences.
Hodusoft
NOVEMBER 20, 2024
The Shift to Multi-Tenant IP PBX: A Game Changer for the Telecom Industry “An efficient telecommunications network is the foundation upon which an information society is built.” ~Talal Abar Ghazaleh Over the years, the telecom industry has evolved by leaps and bounds. From traditional landline services to wireless communication, broadband internet, and advanced technologies such as Voice over Internet Protocol (VoIP), 5G, and more, the sector is making huge strides in the adoption of
CX Network
NOVEMBER 19, 2024
How customer loyalty rewards foster deeper customer connections
Zonka Feedback
NOVEMBER 20, 2024
Zonka Feedback is thrilled to introduce WhatsApp Surveys, a feature that revolutionizes feedback collection with unmatched response rates. At Zonka Feedback, we’ve always believed in meeting customers where they are.
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.
Smart Customer Service
NOVEMBER 16, 2024
Technavio expects cloud-based solutions to drive revenue in the contact center market and AI to redefine the landscape.
SugarCRM
NOVEMBER 20, 2024
Chassis Cab, a leading DAF Truck dealership in East Anglia, has been serving customers since 1982 with a strong reputation for quality and service. As a family-owned business, they’ve expanded to four locations, each equipped with workshops and parts departments. However, as the business grew, they realized that their traditional systems were holding them back from reaching their full potential.
CX Network
NOVEMBER 20, 2024
From consumer budgets in Germany to in-store shopping in the US, everything you need to know ahead of retail’s biggest season
The Success League
NOVEMBER 21, 2024
By Virginia Bloom It's 2024, and the debate about whether diversity is good for business is over. We're surrounded by anecdotal evidence and studies that scream, "Diverse businesses are more successful!" They rake in more cash, nail communication, and connect better with customers. Why? Because running ideas through a diverse filter of lived experiences leads to deeper conversations, fewer strategic bumps, and a whole lot more innovation.
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
Gainsight
NOVEMBER 21, 2024
When it comes to implementing a new Customer Success (CS) framework, we often hear the same concerns: “It’s going to be too complex,” or “How can we ensure everything goes smoothly?” At Gainsight, we recognize that these fears are common among organizations looking to enhance their customer engagement. The thought of implementing a new system can feel daunting.
Help Scout
NOVEMBER 22, 2024
Learn why free live chat software could be a great addition to your support stack, and discover the top 8 options to consider in 2025.
SugarCRM
NOVEMBER 18, 2024
SugarCRM vs HubSpot? Finding the right CRM for your business can be tricky, but were set to make things clearer. In this blog post, well explore the key differences between SugarCRM and HubSpot to help you decide which CRM best suits your business. Whether you’re looking for a highly configurable CRM or a robust platform for marketing automation, understanding these distinctions can guide you toward a more informed decision.
eglobalis
NOVEMBER 19, 2024
The companies that thrive today aren’t just adopting AI; they’re embedding it into their DNA to design groundbreaking technologies and solutions that deliver unmatched value to customers. From healthcare breakthroughs to cutting-edge industrial systems, algorithmic experimentation empowers organizations to test, iterate, and refine their approaches rapidly, driving faster innovation and reduced risk.
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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.
Gainsight
NOVEMBER 20, 2024
Self-service hasn’t always had the best reputation. Static and stale FAQs? Check. Zero personal touch or context? Double check. And when those avenues didn’t work, the backup “plan” was to funnel already frustrated customers into the support queue or into the abyss of their Customer Success Managers’ inboxes. Needless to say, it wasn’t a great situation.
Help Scout
NOVEMBER 21, 2024
If you have a Shopify store, then picking a Shopify-friendly help desk is a must. Here are eight Shopify customer service apps for providing great support.
The DiJulius Group
NOVEMBER 21, 2024
What Is On Your Paper Napkin? The DiJulius Group Chief Revolution Officer John DiJulius talks with Govindh Jayaraman, a serial entrepreneur for 30+ years, strategic thought leader, bestselling author, and coach for CEOs and entrepreneurs. Govindh has been called “A Modern Day Napoleon Hill” through his Paper Napkin Wisdom platform as he shares the. Read Full Article The post 180: What Is On Your Paper Napkin?
SurveySensum
NOVEMBER 22, 2024
As one of the pioneers in the customer feedback platform industry, Qualtrics is renowned for its robustness and wide-ranging capabilities, making it an excellent choice for enterprise-level companies. It is an ideal choice for businesses with large numbers of employees, access to seasoned CX professionals, and a huge budget to spend. Because Qualtrics services are on the pricier side and can be a bit much for beginners with its advanced features and expensive budget.
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
Gainsight
NOVEMBER 18, 2024
The power of the customer to drive growth for any B2B organization increases exponentially when they connect to a community of others. In fact, many companies are building community engagement into the foundation of their customer success strategies because of the positive impact on revenue and retention. Community offers customers a self-service hub and allows organizations to tap into the wisdom of the crowd, as peers collaboratively solve problems and discover new use cases and features.
Gainsight
NOVEMBER 22, 2024
Exciting news from the Gainsight community! We’re thrilled to announce that Harri , the all-in-one human capital management platform for the hospitality industry, has officially become our first four-product client in Europe by launching their customer community. Over the last five years, Harri has been on an incredible growth trajectory, rapidly innovating and scaling to meet market demands.
The DiJulius Group
NOVEMBER 18, 2024
The best companies purposely make it hard to get hired Getting hired at your company should be extremely hard. It is only fair to your existing employees that you stay exceptionally selective on whom you let in. People must earn the right to be a part of your culture and legacy. Unlike the many businesses. Read Full Article The post The Best Companies Purposely Make It Hard To Get Hired appeared first on The DiJulius Group.
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