Adrian Swinscoe
DECEMBER 11, 2023
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.
Customer Think
DECEMBER 15, 2023
Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The insights that emerged were a harbinger that companies everywhere should heed.
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The DiJulius Group
DECEMBER 13, 2023
When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni’s wrestling journey, his transformation into an.
Experience Investigators
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch
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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.
Intercom
DECEMBER 13, 2023
Customer service is undergoing rapid change as customer expectations rise, placing higher and higher demands on your team. But meeting these expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. Time spent gathering customer context, tailoring replies, and completing repetitive tasks is costing your support team precious hours that would be better spent helping your customers.
Customer Think
DECEMBER 12, 2023
Image source: Canva free It began on the first of December. Google started its purge of inactive Gmail accounts to improve security and combat ongoing issues like phishing, hacked accounts, and ever-present spam. Like many things with good intentions, there is likely collateral damage. If you’re an email marketer, can you expect “business as usual”?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Experience Investigators
DECEMBER 12, 2023
Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. Join me, Jeannie Walters, as we reflect on the highs, lows, and even the whimsical customer requests of the past year. We’ll discuss how to gather, categorize, and utilize feedback to identify areas of improvement and celebrate successes.
Intercom
DECEMBER 14, 2023
Our traditional end-of-year compilation is back, featuring highlights from a year of great conversations on the Inside Intercom podcast. If you haven’t noticed already, chances are you’re going to pick up a bit of a theme here – 2023 was the year AI changed everything. When ChatGPT made its grand entrance, it shook the entire tech industry to its core.
Comm100
DECEMBER 12, 2023
We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.
CommBox
DECEMBER 12, 2023
In the realm of customer service, the integration of Artificial Intelligence (AI) has become increasingly prevalent, with generative AI chatbots playing a pivotal role in providing efficient and streamlined human-like support. Despite their growing popularity, lingering myths surrounding these AI-driven ‘machines’ might deter businesses from fully embracing their potential.
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.
Beyond Philosophy
DECEMBER 14, 2023
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.
Customer Think
DECEMBER 13, 2023
Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book,The One to One Future, the end of mass marketing and a shift to personalisation.
Bill Quiseng
DECEMBER 13, 2023
In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there!
Experience Investigators
DECEMBER 11, 2023
If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.
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.
Zendesk
DECEMBER 14, 2023
Tom Eggemeier knows a thing or two about customer experience. Long before he was the CEO of Zendesk, his grandparents operated a small grocery store in Covington, Kentucky. “They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. “They knew everyone’s name, they anticipated what they needed.” He’s keenly aware that customer experience has changed a lot since broke out of br
Customer Think
DECEMBER 15, 2023
The customer journey, defined as the path a customer takes from initial awareness to the final purchase and beyond, is a fundamental aspect of modern business. In this digital age, understanding and optimizing customer journeys is more critical than ever.
Win the Customer
DECEMBER 13, 2023
In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain. Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many or
CX Network
DECEMBER 15, 2023
Former minister Dame Caroline Dinenage explains that the bill sets a precedent for fostering consumer confidence
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
Hodusoft
DECEMBER 13, 2023
Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. Let’s take the example of one of the most widely used tech tools in our day-to-day lives—the telephony system.
Customer Think
DECEMBER 13, 2023
Source: Shutterstock Establishing objectives is an integral part of any business planning process, and some of those goals inevitably relate to revenue growth. Revenue growth objectives must be realistic for company leaders to formulate sound business and marketing strategies.
Win the Customer
DECEMBER 12, 2023
In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.
Doing CX Right
DECEMBER 11, 2023
Learn exactly how smart companies effectively leverage AI innovations while maintaining exceptional human-centric service with Keynote Speaker, Stacy Sherman, and CXQA, Rob Connelly. The post AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event appeared first on Doing CX Right.
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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
DECEMBER 12, 2023
Humans Vs. Bots Donna Fluss talks about if humans and bots can coexist in the contact center. The post Humans Vs. Bots appeared first on DMG Consulting.
Customer Think
DECEMBER 11, 2023
As a technique, website personalization has been around for some time now. It involves offering your users a custom online experience from the moment they land on your website. As a website development company, you can customize this experience based on their past journeys, purchase history, geography, and behavior.
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Zonka Feedback
DECEMBER 15, 2023
Effective communication is essential in all aspects of life, from family to school to business and more. If you are a business owner or manager, it is essential to know how your customers perceive your products and services and their overall experience with your business. This is where the need to gather customer feedback comes into the picture and online feedback forms help you just do that!
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
Help Scout
DECEMBER 14, 2023
In the past year, we evolved the Help Scout brand and learned a lot in the process. While each journey is unique, here are some steps any team can take to make big changes happen, quickly and at scale.
Customer Think
DECEMBER 11, 2023
In an age where instant gratification is the norm, businesses are turning to generative AI chatbots to meet and exceed customer expectations. These sophisticated chatbots are not mere responders; they’re conversational architects, building bridges between human queries and intelligent, nuanced solutions. Among the vanguards of this revolution, Glassix stands tall, but it is not alone.
Zendesk
DECEMBER 15, 2023
Everybody likes pizza, and there are often strong opinions about it: pineapple doesn’t belong on pizza, thin crust is better than deep dish, and ranch dressing is a must-have dipping sauce. Regardless of your pizza preferences, at some point, you’ve likely ordered from a chain—such as Pizza Hut, Domino’s, and Papa John’s—but it’s important to support neighborhood pizza joints, and one startup made it their mission to help independent shop owners compete with the big guys.
Zonka Feedback
DECEMBER 13, 2023
In today's ever-changing scenario of digital marketing, the need for businesses to ensure a great content experience for their audience is paramount. By understanding the preferences and needs of their audience through comprehensive feedback, companies can curate a content experience that not only resonates with their audience but also encourages active engagement and loyalty.
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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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