ECXO
AUGUST 19, 2024
All pictures generated with DALL-E are copyrighted by ECXO. Customer Experience Experimentation: Your Final Frontier Introduction Customer Experience (CX) is a critical battleground in today’s competitive market. To excel, businesses must continuously refine their CX strategies, and one of the most effective ways to do this is through strategic experimentation.
Callminer
AUGUST 20, 2024
Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.
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Adrian Swinscoe
AUGUST 19, 2024
Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.
Customer Think
AUGUST 20, 2024
In today’s world, customers don’t just want to be treated like everyone else—they want to feel special and valued. This has made personalization a big deal for businesses. It’s about making sure each customer gets a unique experience that matches their needs and preferences.
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
ECXO
AUGUST 21, 2024
Become the King Midas of CX Once upon a time in ancient Greece, a king named Midas was absolutely crazy about gold. I mean, this guy loved gold so much that he probably thought about it 24/7. So, one day, this god named Dionysus, who owed the king a favor, offered to grant him one wish. And guess what? Midas, without even thinking twice, asked for the power to turn everything he touched into gold.
Doing CX Right
AUGUST 18, 2024
A week of silence revealed surprising truths. Could these lessons transform your leadership style and business? Read more now. The post Silence Speaks: Leadership Lessons from 7 Days Without My Voice appeared first on Doing CX Right.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 23, 2024
In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it’s time to part ways with a customer: Rule #1: Fire customers if they cost too much.
Customer Think
AUGUST 21, 2024
Designed on DALL-E or MidJourney; all rights reserved to ECXOorg. Article originally posted on Eglobalis: [link] Introduction In the dynamic and highly competitive world of consumer electronics, two giants consistently stand out: Samsung and Apple. Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons.
The DiJulius Group
AUGUST 20, 2024
*The following excerpt on developing leaders is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about.
Experience Investigators
AUGUST 20, 2024
Can sending an invoice actually enhance your customer relationship? Hear how to transform routine tasks into positive touchpoints and memorable experiences. In this episode, Jeannie Walters tackles the often-overlooked touchpoints like invoicing, providing three actionable strategies to infuse positivity and alignment with your brand’s promise into these interactions.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for
Beyond Philosophy
AUGUST 22, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.
Customer Think
AUGUST 20, 2024
Social media is no joke. Every minute, someone cracks a chuckle, someone is offended, or someone gets mercilessly bullied. Amidst the chaos, a new and perhaps more dangerous term emerges — the cancel culture. This is a targeted process of removing esteem status from a person or brand based on things deemed “offensive.
C3Centricity
AUGUST 20, 2024
As we all know, customer satisfaction is no longer enough to secure brand loyalty – if it ever was! Companies must strive to go beyond mere satisfaction and aim to delight their customers. Customer delight refers to exceeding customer expectations to create a positive emotional reaction, leading to stronger loyalty and advocacy. This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it.
Help Scout
AUGUST 22, 2024
We all have an idea of what great service means. Respect, speed, accuracy, helpfulness. But cultural differences can affect the way the service is delivered and how it is received. As AI takes on some support work, will it be culturally competent?
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
Zonka Feedback
AUGUST 20, 2024
Imagine this: A global financial firm rolls out a new software solution designed to streamline operations across multiple regions. The initial excitement is palpable, but within weeks, frustration sets in. The onboarding was clunky, support was inconsistent, and soon, what was supposed to be a game-changer becomes just another tool gathering digital dust.
Customer Think
AUGUST 17, 2024
Recently, Bob Newhart, a famous comedian and actor, passed away. He started his career as a stand-up comedian and eventually hit it big on television, starring in a TV series aptly named The Bob Newhart Show.
SurveySensum
AUGUST 23, 2024
18.8% of users in the U.S. and the U.K. agreed that there was a visible increase in usage of QR codes since the onset of COVID-19 So why not leverage the QR code for survey designs ? In this fast-paced digital world, businesses are turning more and more to QR code surveys as they provide a quick, interactive, and mobile-friendly way to gather actionable insights.
Hodusoft
AUGUST 21, 2024
The Rise of India's BPO Industry: Key Factors Driving Success In his bestselling and multiple award-winning book “The World Is Flat,” renowned author and columnist Thomas Friedman has dedicated an entire chapter to outsourcing. In it, he has essayed the role of India’s Business Process Outsourcing (BPO) industry in not only enhancing the country’s economic growth but also helping the US’s economy.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Zonka Feedback
AUGUST 23, 2024
In the world of sci-fi movies, AI often takes center stage as the ultimate futuristic tool—think of Iron Man’s JARVIS anticipating every need or Her’s Samantha crafting conversations so personal, they blur the line between human and machine.
Customer Think
AUGUST 21, 2024
The evolution of content marketing has been nothing short of remarkable. What was once considered a mere buzzword has now become a critical component of effective digital campaigns. In the year 2024, the landscape has shifted significantly.
SurveySensum
AUGUST 22, 2024
Did you know that 93% of healthcare companies have suffered data breaches in the past three years? Shocking, right? In this digital world where scams are increasing day by day, ensuring data privacy and security is not just an additional matter, it is essential. For businesses gathering private data from their patients via surveys in the healthcare sector, ensuring HIPAA compliance is not just a legal obligation anymore – it’s essential for protecting patient’s trust and maintaining
Execs In The Know
AUGUST 21, 2024
Artificial intelligence (AI)—particularly AI in customer service —has come a long way in a short amount of time. The chatbots of the past have evolved into highly intelligent AI agents capable of providing personalized responses to complex customer issues. According to our Zendesk Customer Experience Trends Report 2024 , 70 percent of CX leaders believe bots are becoming skilled architects of highly personalized customer journeys.
Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes
Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.
Zonka Feedback
AUGUST 20, 2024
Imagine this scenario: A frustrated customer calls your support line, seeking help with an urgent issue. Your agent, well-trained and confident, not only resolves the problem but leaves the customer feeling valued and understood. The result? A satisfied customer, likely to return and even recommend your brand. Now, picture the opposite—an agent who struggles, exacerbating the customer’s frustration.
Customer Think
AUGUST 17, 2024
The Future is Self-Service: How Businesses Can Thrive in a Gen Z and Millennial-Driven Market Generational differences always have, and always will influence consumer preferences.
SurveySensum
AUGUST 21, 2024
In this competitive market ensuring a positive and hyper-personalized customer experience is the key to winning your customers. In fact, for 73% of customers, a good and positive experience is key in influencing their brand loyalties. This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever.
The DiJulius Group
AUGUST 21, 2024
Discover how AI is reshaping customer support and transforming business operations with Eric Vermillion, CEO of Helpshift. On this episode of The Customer Service Revolution, Eric walks us through Helpshift’s evolution from a Bay Area startup to a key player in the gaming industry, highlighting how AI is revolutionizing contact centers. By automating tedious tasks.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
Execs In The Know
AUGUST 20, 2024
Are you ready to not just learn about artificial intelligence (AI) but to put it into practice? If you’re a CX leader looking to harness the power of AI, our Foundations in AI for CX Certification Program on October 16-18, 2024, in Minneapolis, MN, is the opportunity you’ve been waiting for. This isn’t just another AI course—this is a hands-on, immersive experience designed to equip you with practical, actionable skills in AI for CX.
Customer Think
AUGUST 23, 2024
A major goal of any digital transformation is to digitize or improve digitized processes to speed information flows. Gen AI has the potential to do so significantly. However, the generative AI hype continues full-on in the marketplace and new vendors enter seemingly by the minute.
SurveySensum
AUGUST 20, 2024
Measuring NPS in credit unions helps identify how satisfied and loyal members are. By focusing on these scores, you can enhance the member experience—because the more satisfied members are, the more likely they are to recommend your services, which in turn boosts your NPS. But it’s not always easy. Many credit unions struggle with balancing the need to protect members’ trust and data while also gathering honest feedback.
Help Scout
AUGUST 20, 2024
Learn how to organize and streamline your customer support with effective ticket tagging strategies, and discover common use cases and challenges.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
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