ECXO
SEPTEMBER 4, 2024
How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.
eglobalis
SEPTEMBER 5, 2024
What if the secret to skyrocketing your revenue lies in understanding not just what your customers do, but how they feel? In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. It’s no longer enough to simply deliver products; companies must craft seamless, meaningful customer journeys that lead to long-term success.
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Callminer
SEPTEMBER 4, 2024
The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today's contact centers and strategies to improve it.
Adrian Swinscoe
SEPTEMBER 4, 2024
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
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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.
Retently
SEPTEMBER 3, 2024
Table of Contents Key Takeaways Capturing Key Insights: How We Use Retently Across Customer Lifecycle Stages Crafting the Perfect Survey: Retently’s Approach and Tips for Success Integrations: Streamlining Processes and Data Flows Tracking CX Trends: Unlocking Insights Across Customer Segments Turning Feedback into Success With Retently At Retently, we don’t just talk about the power of customer feedback—we live it.
eglobalis
SEPTEMBER 3, 2024
What do you want from your VoC platform? I am often asked ‘what is the best Voice of the Customer (VoC) platform?’ or ‘do you recommend platform X?’. My answer is always the same – it depends on your needs. I am keen that CX Practitioners see themselves as customers when buying and using a VoC platform. Most of all I would like you to understand your needs and engage with the right vendors.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Network
SEPTEMBER 3, 2024
Discover the five considerations CX professionals must focus on to effectively navigate the complexities of AI procurement and ensure AI is trustworthy
Lightico
SEPTEMBER 5, 2024
Loan Origination Software (LOS) has long been recognized as the technological backbone of the lending industry, enabling lenders to streamline processes, enhance efficiency, and improve the borrower experience. However, as we continue to advance, it’s clear that a LOS alone is insufficient to meet the evolving demands of both lenders and borrowers. Despite advances in compliance, automation, and multi-channel capabilities, LOS systems can fall short of delivering their full potential, particular
The DiJulius Group
SEPTEMBER 3, 2024
Today’s illiterate are those who are unable to make connections with others This blog will answer the following four questions: What are soft skills, and should we call them? Which service aptitude skills are most important for customer-facing employees to deliver an expectational customer experience? Which of the nine service aptitude skills can improve.
Execs In The Know
SEPTEMBER 1, 2024
As customer experience (CX) leaders, our responsibilities extend beyond balance sheets and business metrics. We are the stewards of culture, the architects of organizational well-being, and the voices that can inspire change. September is Suicide Prevention Awareness Month—a time that calls us to step up, engage, and lead with empathy and impact. At Execs In The Know, we’ve partnered with the National Alliance on Mental Illness (NAMI) to highlight the importance of mental health, not just as a c
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.
Intercom
SEPTEMBER 4, 2024
We all know that AI is transforming customer service – the latest AI tools are incredibly good at the tasks customer support agents typically do, and AI agents will increasingly resolve more and more customer queries. There are, however, areas where humans will always excel. And at Intercom, we believe that there is no better way to truly connect with your customers than to meet in person – even from an early stage, we invested in hosting our customers at our popular live events around the world
Customer Think
SEPTEMBER 6, 2024
This article was originally posted on: [link] Introduction Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty and satisfaction. However, its effectiveness and relevance have come under scrutiny.
CX Network
SEPTEMBER 1, 2024
Data can inform decision making and reduce opex, but too much leads to indecision.
Beyond Philosophy
SEPTEMBER 6, 2024
In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.
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.
C3Centricity
SEPTEMBER 3, 2024
Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Don’t know which ones are most relevant? Then read on for a description of each and ideas on actions you can take to reap significant benefits in your growth and profitability. Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024.
Customer Think
SEPTEMBER 3, 2024
I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. Customers’ expectations have evolved over time, so much so that they want brands to know them better than they know themselves, including anticipating and addressing their needs and issues even before they arise. Seems crazy, right?! It’s not.
DMG Consulting
SEPTEMBER 6, 2024
Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Each CAI offering is unique: some vendors’ platforms include both customer self-service and agent assist/augmentation applications; others concentrate solely on delivering customer self-service capabilities; and there are also best-of-breed providers focused on e
Beyond Philosophy
SEPTEMBER 5, 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: We often talk about empathy regarding Customer Experience Management. But have we challenged what empathy is, how it relates to emotional intelligence, and how we can make both concepts work even better for us?
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
SurveySensum
SEPTEMBER 6, 2024
Often performance reviews are misunderstood and seen as a dreaded task, a box to tick off, or even a necessary evil. How about you look at them differently? Consider them an opportunity to connect with your employees, identify accomplishments & challenges, get first-hand feedback, and shape future trajectory. In fact, 98% of organizations state performance management programs are crucial to business success.
Customer Think
SEPTEMBER 6, 2024
Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. I get it. It runs against the conventional wisdom. You’re supposed to serve your customers. You’re supposed to be customer-centric.
DMG Consulting
SEPTEMBER 5, 2024
Donna Fluss shares insight on the impact of GenAI on Conversation Analytics and what it means for contact centers. The post Why is Conversation Analytics a must in your contact center? appeared first on DMG Consulting.
Smart Customer Service
SEPTEMBER 5, 2024
A new multi-agency White House initiative seeks to hold businesses accountable for time-wasting customer experience processes.
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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.
NGDATA
SEPTEMBER 5, 2024
JPMorgan Chase’s new AdTech venture, Chase Media Solutions, aims to revolutionize the banking industry by leveraging the bank’s extensive customer data to create personalized advertising opportunities. The platform allows brands to target customers based on their transaction history, offering highly personalized ads and rewards. This initiative could lead to a new era of targeted advertising in banking, providing significant revenue streams while ensuring customer privacy.
Customer Think
SEPTEMBER 3, 2024
A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the company towards shared objectives and fostering a sense of belonging.
SurveySensum
SEPTEMBER 5, 2024
Did you know that banks that practice customer experience optimization grow 3.2 times faster than their competitors? This shift in customer experience – from being “just enough” to “wowing customers” has taken the CX industry by storm and banking and financial services are not indifferent to it. Customers are no longer just expecting a good enough experience, they want their banks to exceed their expectations.
Smart Customer Service
SEPTEMBER 5, 2024
Verified Market Research expects the contact center market to almost triple in six years.
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
NGDATA
SEPTEMBER 5, 2024
The shift from digital transformation, which often focused on mere digitization, to a broader business model innovation driven by generative AI. As companies face challenges in realizing ROI from digital transformation, the emphasis is now on leveraging AI to fundamentally rethink business models, enhance operational efficiency, and create new revenue streams.
Customer Think
SEPTEMBER 6, 2024
It’s increasingly rare to find a mid-sized or larger company that doesn’t have a CX/VoC program of some sort. But for many (perhaps even most) firms these programs are check-the-box cookie-cutter formalities that aren’t listening or taking meaningful action on what they hear.
Hodusoft
SEPTEMBER 4, 2024
How The Right Call Center Solution Can Enhance E-commerce Sales? If you ask yourself, “Which sectors need call centers more than others?” you’ll realize that the e-commerce industry would be one of the few to appear on the top. That’s because everything in e-commerce, starting from placing orders to making payments, is tech-driven and powered by sophisticated digital technology.
SurveySensum
SEPTEMBER 3, 2024
NPS scores provide businesses with an overall picture of customer loyalty and satisfaction. However, this CX metric doesn’t explain the “why” behind why customers feel the way they do. And this “why” is derived from the NPS drivers analysis. These NPS drivers not only help you improve your NPS score but aids you in prioritizing efforts in the areas that matter most to your customers.
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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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