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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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
CommBox
DECEMBER 14, 2023
In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots. These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers.
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
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.
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.
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.
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!
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.
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.
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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.
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.
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
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
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: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
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.
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.
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.
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.
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.
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.
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.
BeyondPhilosophy
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.
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
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.
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!
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.
SurveySensum
DECEMBER 15, 2023
Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave.
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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.
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.
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.
Zendesk
DECEMBER 15, 2023
What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.
Doing CX Right
DECEMBER 14, 2023
Award-winning author and leadership expert, Mark Sanborn and Stacy Sherman discuss how to consistently deliver positive emotion and go beyond ordinary service based on 4 principles of "The Fred Factor." The post The Fred Factor Effect: Transforming CX from Ordinary to Exceptional appeared first on Doing CX Right.
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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