This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.
For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. Read more in this blog.
This is a guest post by Gary Clark a snowsports business expert and Academy Director at SIA Austria. Wielding an estimated $150 billion purchasing power globally, […] The post Four ways businesses can adopt AI to connect successfully with Gen Z first appeared on Adrian Swinscoe.
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: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.
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.
In today’s rapidly evolving business environment, organizations face increasing pressure to stay competitive through continual transformation and innovation. While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees.
Ah, the wonders of modern technology! Where every solution is just a voice command away. We now have smartphones fully equipped with voice assistants to make the best recommendations.
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.
Sign up to get articles personalized to your interests!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become […] The post Building customer loyalty and a human connection in an increasingly competitive landscape – Interview with Conny Kalcher of Zurich Insurance first appeared on Adrian Swinscoe.
Employee engagement has a direct impact on productivity, retention, and overall company success. According to Gallup, engaged employees are enthusiastic about their work, deeply involved in their roles, and feel a strong connection to their company. But engagement doesn’t just happen organically—it begins during the crucial first 90 days of employment.
In today’s competitive business landscape, the synergy inside of Support and Customer Experience (CX) departments is critically crucial for fostering strong customer relationships, successfully organized touchpoints and ensuring organizational prosperity.
Have you ever been accused of becoming a freak? Maybe you should be flattered… Chief Revolution Officer John DiJulius sits down with David Rendall, an author, leadership expert, speaker, podcaster, husband, father of three girls, ultramarathon and Ironman athlete, and the highest-rated speaker at the 2023 Customer Service Revolution conference.
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.
magazine has named its five picks in 11 categories, pointing the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
Robots making burritos? Discover how Chipotle's AI revolution is reshaping the restaurant industry and customer experience impacts. The post What If Your Next Burrito Was Made By A Robot? appeared first on Doing CX Right.
Managing the employee lifecycle is critical to an organization’s success. This includes the key stages of onboarding, promotion, offboarding, and everything in between. Each function requires precise coordination between human resources (HR) and information technology (IT). Yet, this coordination often presents challenges, especially when departments operate within separate silos.
“The companies that don’t invest in customer experience are the ones whose leaders don’t understand the financial impact CX can have.” Several organizations are focused on building a world-class experience ecosystem for every business stakeholder. We have seen firsthand that companies with the strongest internal cultures are significantly less affected by economic instability.
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.
Personalization is a developing area in Customer Experiences. With AI driving what could be possible, many of you might be wondering how you can best leverage its capability in yours. To that end, we invited our special guest, Graham Hill, Ph.D., to explore the rapidly evolving field of Personalization in Customer Experiences. With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with th
Learn strategies to balance AI with human interaction, manage change, optimize feedback & motivate teams for better business outcomes with Stacy Sherman and Dave Singer. The post AI Meets Human Touch: Redefining Customer Experience appeared first on Doing CX Right.
Even in an era of ABM, intent data, and AI-driven marketing, lead nurturing still has an essential role to play in helping B2B marketers drive revenue and maximize the ROI from their demand generation efforts.
How Marvin Used a Customer Experience Maturity Model to Build a Winning CX Program Learn how Marvin, a leading manufacturer, used a CX maturity model and stakeholder engagement to align their team, overcome CX challenges, and drive measurable success. Introduction Building a customer experience (CX) program that delivers real value is a challenge many organizations […] The post How Marvin Used a Customer Experience Maturity Model to Build a Winning CX Program appeared first on Heart of the
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
CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.
Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.
Retail app downloads spike significantly during peak shopping periods, especially around Thanksgiving and Black Friday. However, sustaining user engagement beyond the holiday rush poses a significant challenge. The majority of holiday installers — and there are many of them — fail to engage with the app within the first week after download.
Do you want to make a lasting impact in your first 100 days as a customer experience leader? Discover how to navigate your new role effectively with actionable insights from Jeannie Walters in this episode of the Experience Action Podcast. Hear strategies to help you understand your organization’s unique CX landscape, from identifying quick wins to building long-term visions that align with your company’s mission and values.
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.
Discover how pay equity impacts both employee engagement and customer experience, with actionable insights for business and personal growth. The post The Hidden Cost of Silence: How Pay Equity Impacts Employee and Customer Experiences appeared first on Doing CX Right.
HR Like a Boss Chief Revolution Officer John DiJulius sits down with John Bernatovicz who is an entrepreneur, podcast host, speaker, HR advocate, and author of HR like a Boss. Learn How John got into the HR world How john defines HR Why he wrote HR Like a Boss The cornerstones of. Read Full Article The post 172: HR Like A Boss appeared first on The DiJulius Group.
All images are designed by DALL-E, with all rights reserved to ECXO.org. Article originally posted at: [link] To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required?
Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. As a CX change agent, I’m sure you’ve heard how customer journey mapping is a proven way to bring much-needed order to this potential chaos: Journey maps explain how specific personas experience your organization They reveal the emotions customers feel at each step of their journey And they highlight the most important channels in e
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
NPS is a popular metric used to gauge customer satisfaction and loyalty, driving business success. While calculating your NPS score is a valuable first step, it’s not enough on its own. To truly leverage this data and transform it into actionable insights, businesses need a more integrated approach. This is where comprehensive CRM solutions like HubSpot come into play.
The success of any organization relies, in part, on the right tech stack. For enterprise organizations, specifically, deciding on the right tech stack requires CIOs to think more in terms of partnerships than simple subscriptions. Concerns of scale, security, and power all stay top of mind for CIOs. “Scale is important—I need vendors I can grow with both in data volume, and complexity,” shares Karl Mosgofian, CIO, Gainsight.
Why imaginative customer-driven thinking boosts innovation and growth It’s a given that truly understanding your customers is the key to success. But in today’s dynamic global consumer landscape, where customer-centric thinking is showing its shortcomings, brands must move beyond traditional data-led approaches if they want to tap into the real opportunities.
Fred Walton, a conversation designer at Intercom, sits down with Senior Knowledge Manager Beth-Ann Sher to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and automated support channels. Fred shares tips for designing conversations that make AI agents and chatbots more helpful and natural, and discusses the balance between automation and human interaction in customer support.
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.
We organize all of the trending information in your field so you don't have to. Join 20,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
378 
Let's personalize your content