CX Network

SEPTEMBER 28, 2023

Driving customer-centricity with an account-based marketing strategy and AI

AI 122

AI 122

The DiJulius Group

SEPTEMBER 25, 2023

Your prices are non-negotiable. Your customers trust you, choosing your brand over those of your competitors–even when your prices are higher. Your employees are loyal and stakeholders, content. Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Start with a Clear Purpose.

Customer Service 99

Customer Service Customer Experience 99

Adrian Swinscoe

SEPTEMBER 29, 2023

This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? first appeared on Adrian Swinscoe.

CX 246

CX Customer Experience 246

Callminer

SEPTEMBER 25, 2023

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

CX 182

CX AI 182

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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.

Contact Center

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

Innovation 118

Innovation 118

CX Network

SEPTEMBER 28, 2023

In the realm of customer experience, inauthenticity is a deal-breaker. Beyond Philosophy's Colin Shaw explains.

Business Growth 115

Business Growth Customer Experience 115

Steven Van Belleghem

SEPTEMBER 24, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. I love how he spent the last six months living on the premises that he’s been renting out through his own platform.

Customer Experience 109

Customer Experience 109

Help Scout

SEPTEMBER 29, 2023

Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.

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CX Network

SEPTEMBER 26, 2023

How to implement a successful Voice of the Customer program in 5 steps

Voice of the Customer 107

Voice of the Customer VOC 107

Experience Investigators

SEPTEMBER 29, 2023

This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.

Innovation 98

Innovation CX 98

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.

B2C

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

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Omnichannel Sentiment Analysis AI Customer Service 96

Beyond Philosophy

SEPTEMBER 28, 2023

My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled the show. However, instead of cleverly improving the comedy of the vaudeville-style variety show in the 70s, I will heckle the restaurant experience. Not only that, but we will also use their example for what not to do in yours.

Start-ups 17

Start-ups Management Consulting Customer Experience 17

Customer Think

SEPTEMBER 26, 2023

For businesses across industries, there’s never been a more mission critical moment than the one we’re in right now. Various technologies associated with AI—most notably OpenAI’s ChatGPT—have thrown harsh light on the inadequate structures girding most so-called modern companies while also setting blazing fires at their feet. It’s been very dramatic.

AI 80

AI Customer Experience Technology Technology 80

Experience Investigators

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.

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CX Technology Technology Customer Experience 98

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.

Actionable Insights

Lumoa

SEPTEMBER 28, 2023

content Lumoa Product News for September 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! GPT can now summarize any touchpoint Lumoa GPT can now generate summaries on Filters, Topics, and search terms.

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Start-ups Actionable Insights Touchpoint B2B 15

Beyond Philosophy

SEPTEMBER 23, 2023

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.

Customer Experience 78

Customer Experience 78

Customer Think

SEPTEMBER 26, 2023

In an ever-evolving world, customer experience has become the focal point of business success. It’s not just about satisfying customers; it’s about exceeding their expectations. Enter generative AI, a transformative force that’s revolutionizing how businesses interact with their customers and elevating the overall customer experience.

AI 75

AI Customer Experience Technology Technology 75

SixteenVentures

SEPTEMBER 24, 2023

Let’s get real. You’re swamped, your team is overwhelmed, and you’re juggling the constant demands of retaining customers while chasing that elusive long-term success. You’re in firefighting mode—again. You know you need to shift from a reactive approach to a proactive one. Deep down, you feel the urgency, but the ‘how’ eludes you.

Sales 67

Sales 67

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

Customer Satisfaction

The DiJulius Group

SEPTEMBER 27, 2023

Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise? On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment. Read Full Article The post 129: Going From One Spa Room to the Fastest-Growing Med Spa in the US appeared first on The DiJulius Group.

Customer Service 64

Customer Service 64

DMG Consulting

SEPTEMBER 25, 2023

The value of interaction Analytics is significant! Donna Fluss talks about the value and benefit associated with Interaction Analytics in the contact center. The post The value of interaction Analytics is significant! appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

Customer Think

SEPTEMBER 26, 2023

Source: Freepik Customer journey in the travel industry, especially airline customer experience, has undergone a significant shift in the last couple of decades. Planning to travel is no longer about finding a few brochures or choosing a destination, finding a travel agent, and finalizing your booking.

Customer Experience 72

Customer Experience Customer Loyalty 72

Zonka Feedback

SEPTEMBER 28, 2023

In the cut-throat business environment of today, the experience you provide to your customers can either make or break your success. Great customer experiences not only attract repurchases but also build brand reputation in the market and attract new customers. Whereas poor experiences lead to customer churn and loss of goodwill in the market.

Customer Experience 59

Customer Experience 59

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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.

Customer Service

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. But while there are reasons for apprehension, today’s guest sees plenty more to feel excited. Suddenly, AI is everywhere. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Execs In The Know

SEPTEMBER 29, 2023

The September Execs in the Know Customer Response Summit held a clear focus: ‘Learn, share, network, and engage to innovate.’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. From these discussions, several themes surfaced: The surging prominence of conversational AI and the quest for the ideal solution The inherent challenges in embracing AI, notably the need for cross-collabo

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Customer Think

SEPTEMBER 28, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of. The post Dear CEO, to understand the customer, you have to become the customer appeared first on Steven Van Belleghem.

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Zonka Feedback

SEPTEMBER 28, 2023

Creating a survey is a powerful and effective approach for collecting data and opinions from your audience, whether you're seeking customer feedback, conducting research, or making important decisions. To ensure your survey delivers valuable insights, it's crucial to follow a structured approach. With survey software like Zonka Feedback, creating a survey is a breeze.

Customer Feedback 59

Customer Feedback Customer Survey 59

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

Retail

Intercom

SEPTEMBER 25, 2023

You satisfy your customers, but can you satisfy our curiosity? With Alex Sanchez, Customer Experience Lead at Fintual. Please tell us a little bit about your company and what you do there. I am a Customer Experience Lead at Fintual. We offer people the chance to save and invest in a simple way. Which celebrity would be really great at your job, and why?

Customer Service 59

Customer Service AI Customer Experience 59

RateMyService

SEPTEMBER 29, 2023

In today’s hyper-competitive business environment, accelerating sales growth is not just about numbers; it’s about cultivating a customer-centric approach. Achieving sustainable sales growth is paramount in today’s fiercely competitive business landscape. It’s no longer enough to offer quality products or services; customers now expect memorable interactions, personalised attention and seamless journeys.

Sales 52

Sales Customer Experience Customer Satisfaction CX 52

Customer Think

SEPTEMBER 26, 2023

Understanding what will motivate a potential customer to buy your products or services is a critical prerequisite to developing an effective marketing strategy and creating compelling marketing communications. As thousands of marketers will attest, thi.

Innovation 64

Innovation 64

Zonka Feedback

SEPTEMBER 27, 2023

Delighted is a popular self-serve experience management platform that enables businesses to gather actionable customer, product, and employee feedback.

Customer Feedback 59

Customer Feedback 59

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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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