Callminer
APRIL 3, 2024
Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.
Adrian Swinscoe
APRIL 2, 2024
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […] The post You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther first appeared on Adrian Swinscoe.
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Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership. She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts.
Beyond Philosophy
APRIL 5, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.
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
Totango
APRIL 4, 2024
“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.
Adrian Swinscoe
APRIL 5, 2024
This is a guest post by Aparna M. A., a Content Writer for Kings Research. In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
APRIL 1, 2024
Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared.
Bill Quiseng
APRIL 3, 2024
QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one. Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?” Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace
Customer Think
APRIL 5, 2024
We are amid a GenAI revolution. GenAI burst into our personal and professional lives so abruptly in 2022 that many companies are still playing catch up. GenAI has been the fastest technology development in our lifetime. The rapidity of GenAI development continues daily with the emergence of new players, models, and functionality.
Lightico
APRIL 4, 2024
It seems the automotive industry is nearly there with pre pandemic levels, with a remarkable surge in new car sales. J.D. Power and GlobalData’s joint forecast paints a rosy picture , predicting a 12.1% leap (YoY) in new-vehicle sales between March 2023 and March 2024. This increase can be attributed to several factors: lower prices, changing interest rates, pent-up demand post-pandemic, and an ever growing consumer appetite for vehicles; allowing the industry to be on track to have its 4
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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.
The Squawk Point
APRIL 1, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices. If you want people to work harder, you must pay them more. The best way to motivate your staff is with a carrot and a stick , and the best way to dangle the carrot (and wave the stick) is to rank people based on their performance and
Bill Quiseng
APRIL 4, 2024
I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote. Therefore, please support me by voting for me at this link [link] as soon as possible.
Customer Think
APRIL 5, 2024
Customer lifetime value (CLV) is a critical metric for most companies, effectively translating the quality of customer experiences and the strength of customer relationships into financial performance. Because of this, and because CLV measures long-term impacts, it can be uniquely influenced by a company’s loyalty strategies. Brands recognize this, of course.
Execs In The Know
APRIL 5, 2024
On March 14, 2024, at Execs In the Know’s Customer Response Summit in Tucson, Gladly CMO Jason Finkelstein led a panel called “Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond” along with other CX leaders — Roy Dunn, General Manager of Member Service Centers at Costco ; Garrett Graham , Head of Client Journey at Truist ; John McCahan , VP of Customer Care at FTD Flowers ; and Kate Showalter , VP of CX Services at Crate & Barrel.
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.
Hodusoft
APRIL 4, 2024
Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. According to a report , one in three customers leave a brand they love after just one negative experience, while 92% abandon a company after two or three negative interactions.
SixteenVentures
APRIL 4, 2024
Ever felt that knot in your stomach when it’s time to discuss contract renewals with a client? You’re not /alone. Renewals often carry an undeserved stigma—seen as adversarial negotiations rather than opportunities for mutual growth. But what if we could flip the script? What if renewals became a natural, even exciting, part of the customer […] The post Renewal Psychology: From an Adversarial Process to a Celebration of Success appeared first on Customer-centric Growth by Linco
Customer Think
APRIL 2, 2024
In the past few years you’ve probably heard some version of the following, more than once: “Disruption is the new normal.” “Organizations need new ways to weather the storm.” “You have to be resilient to survive.” All these sentiments are true.
TeamSupport
APRIL 3, 2024
In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. One such tool is TeamSupport, a complete client support solution designed to facilitate effective communication and collaboration among business teams.
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.
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Qmatic
APRIL 3, 2024
Over the past few years, my discussions with clients about how to improve their customer journey management solutions have changed. What was previously a question of turning chaos into order is nowadays a topic on how to enhance the customer experience and improve efficiency. Let us dive into what a great customer journey is, what the benefits are, and how you get there.
Customer Think
APRIL 5, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices.
cxservice360
APRIL 1, 2024
In today’s customer-centric business environment, the harmonious blend of technological advancements and genuine human empathy forms the backbone of exceptional customer support. PITON-Global, an esteemed The post PITON Global’s Human-Centric Tech Approach to Customer Support Outsourcing In India appeared first on CXService360.
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
SurveySensum
APRIL 1, 2024
Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.
Hodusoft
APRIL 1, 2024
HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. Being recognized as a Category Leader in the 2024 GetApp Awards is not just an accolade for HoduCC—it’s a testament to its unwavering commitment to excellence.
Customer Think
APRIL 5, 2024
In the dynamic realm of modern finance, where innovation is the cornerstone of success, the Banking, Financial Services, and Insurance (BFSI) sector stands at the forefront of technological advancement. Amidst the ceaseless quest to elevate efficiency, refine processes, and redefine customer interactions, a transformative force has emerged – Intelligent Automation.
Help Scout
APRIL 4, 2024
There are several approaches to the software development process that prompt us to focus on specific priorities over others. But which one is best? Get our take in this post from the Help Scout engineering team.
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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.
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Zonka Feedback
APRIL 5, 2024
Sometimes, customer journeys may seem simple and straightforward, however, your customers go through a variety of stages and experiences before buying your product and actually becoming your customers. Behind a chunk of customers, there is always a group of people who thought of buying a product or service but actually did not convert.
Customer Think
APRIL 5, 2024
We are sometimes asked where user groups stand in relation to customer advisory boards (CABs). While it can perhaps be understandable where perceived overlap may occur in the minds of marketers, the differences, as you might expect from our perspective, are quite significant.
Help Scout
APRIL 1, 2024
Your guide to the customer success manager role with insights into responsibilities, career trajectories, and salary expectations.
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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