Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. For example, I asked him about the short-term implications of AI, meaning in the next one to five years.

AI 88

AI CX Start-ups Customer Service 88

Callminer

DECEMBER 26, 2023

As we venture into 2024, AI for the contact center, CX and other business applications continues to evolve rapidly. Read this blog for five AI trends impacting organizations in the year ahead.

Contact Center 339

Contact Center AI CX 339

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. The good news was that many different authors and approaches emerged more practical and different from the typical mindset of thought leaders.

CX 156

CX Social Media Sports Customer Service 156

Futurelab

DECEMBER 27, 2023

The Shifting Landscape In the not-so-distant past, market research teams were perceived only as information providers, distanced from the whirlwind of business-generating processes. Generating data and offering recommendations was their main job; the responsibility of actively driving change was outside of their scope. Whether core business would decide to act on the data or not, didn’t impact the KPIs of the ones who delivered the reports.

Customer Experience 157

Customer Experience CX Start-ups Actionable Insights 157

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

Beyond Philosophy

DECEMBER 29, 2023

It’s the most wonderful time of the year, and time for one of our favorite traditions: looking back on what we learned. Each of us has three things we learned in the past year that we think can help all of us moving forward into 2024. Reflection is a key part of the growth process. That’s why we are excited to continue our tradition of reflecting on the past year and what we learned during it.

Customer-Centric Organization 88

Customer-Centric Organization Management Consulting Education AI 88

Callminer

DECEMBER 27, 2023

Understanding how customers use and feel about the products they buy is critical. This blog looks at how product intelligence can help companies make better decisions about products and improve CX.

Customer Experience 182

Customer Experience CX 182

Futurelab

DECEMBER 27, 2023

When I was on vacation in Cuba a few years ago, I had an interesting conversation with the bartender at my favorite bar on the beach. He asked me where I was from and what I did. When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Win the Customer

DECEMBER 23, 2023

In an era where technology is deeply integrated into customer touchpoints, the responsible use of AI holds immense potential to revolutionize customer experiences. The ethical deployment of AI not only improves customer satisfaction but also fosters trust and transparency. Here are 15 impactful ways to implement responsible AI and elevate customer touchpoints: 1.

Touchpoint 69

Touchpoint AI Customer Experience Education 69

Zonka Feedback

DECEMBER 29, 2023

In today's data-driven world, collecting data is the lifeline of decision-making, strategy formulation, and innovation. Picture this: a healthcare provider leveraging a mobile app to gather patient feedback instantly after appointments, a retail chain conducting on-the-spot inventory checks using tablets, or a field researcher capturing environmental data with a few taps on a smartphone.

Healthcare 59

Healthcare Retail Innovation 59

Customer Think

DECEMBER 27, 2023

Generative AI took the world by storm in 2023, massively impacting businesses in every industry seemingly overnight. As a result, nearly all venture capital-backed companies (90%) have plans to embed generative AI into their products, according to a Productboard survey from earlier this year.

AI 69

AI Innovation Technology Technology 69

Advertisement

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.

VOC

Help Scout

DECEMBER 27, 2023

In this article, we’ll explore how companies are currently using AI to improve customer experience, and we’ll offer some options for tools to consider if you’re ready to add an AI layer to your efforts.

AI 59

AI Customer Experience 59

SurveySensum

DECEMBER 29, 2023

In today’s dynamic healthcare landscape, enhancing the patient journey stands as a paramount goal. Recent statistics underscore the pivotal role patient experience plays in defining the quality of care provided. Recognizing this significance, healthcare institutions are increasingly turning to a powerful solution. – Patient Feedback Patient feedback serves as a beacon, providing invaluable insights that illuminate the path toward refining operational strategies within healthcare settings.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

Zonka Feedback

DECEMBER 26, 2023

Forget clunky forms and generic questions. The future of surveys is here, powered by AI! In the ever-evolving landscape of data collection and analysis, Artificial Intelligence (AI) has emerged as a game-changer for survey tools. These innovative technologies are reshaping the way we gather and interpret information, providing unprecedented insights and efficiency.

AI 52

AI Artificial Intelligence Sentiment Analysis Customer Feedback 52

Customer Think

DECEMBER 27, 2023

What is Master Data Management (MDM)? Why it is Essential for Businesses Today? How it can Transform the Sales and Marketing Efforts of an Organization? In this blog, we are going to shed light on all such questions related to master data management solutions and services.

Sales 59

Sales Technology Technology 59

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.

AI

MyCustomer Experience

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead (alexmead@.

AI 52

AI CX Customer Service 52

SurveySensum

DECEMBER 28, 2023

Building and sustaining strong client relationships is paramount in the legal profession, where trust serves as the cornerstone for success. The importance of actively seeking and incorporating customer feedback cannot be overstated, as it provides invaluable insights into client needs, aids in service enhancement, and fosters continual improvements in client relationship management.

Legal 52

Legal Customer Feedback Data Mining Innovation 52

SugarCRM

DECEMBER 26, 2023

Approximately 306 billion e-mails are sent and received every day worldwide. And over the next two years, this number is projected to increase to over 376 billion by 2025. As email marketing continues to ramp up, marketers should spend even more time perfecting their craft since it has been proven to be one of the best ways to improve conversion rates.

AI 29

AI Start-ups Sales 29

Customer Think

DECEMBER 27, 2023

Survey finds 63% of consumers shopped via mobile apps this Cyber Weekend, compared to 57% who expected to Glassbox, a leading provider of digital experience intelligence for web and mobile applications, announced the results of a new consumer shopping survey, “Digital Holiday Shopping Experiences: Expectations vs. Reality.

Customer Loyalty 52

Customer Loyalty 52

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.

AI

Customer Think

DECEMBER 27, 2023

Today, digital interaction critically influences online business growth. Hence, the concept of custom web application has emerged from its chrysalis. Now, it plays a dominant role in ensuring web application accessibility. The more inclusive the application, the better the chances of facilitating conversions. Convenience is no longer the criteria for web accessibility.

Business Growth 52

Business Growth Technology Technology 52

SurveySensum

DECEMBER 27, 2023

In the competitive world of real estate, keeping customers happy plays a pivotal role in differentiating your services and enriching your reputation. For realtors seeking to leave a lasting positive impression on their clients’ minds, understanding how to measure and track customer satisfaction is paramount. This invaluable process offers insights into precisely what clients want and expect from their realtor.

Customer Satisfaction 52

Customer Satisfaction Real Estate CRM Start-ups 52

SurveySensum

DECEMBER 26, 2023

What would you choose? A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. So, we dedicated ourselves to taking up this discussion on the internet and asked top CX experts about their opinions on the ‘CX Question of the Day’ initiative.

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

SurveySensum

DECEMBER 25, 2023

I remember the excitement when I ordered a new phone. It seemed like the ultimate device, promising a seamless experience. But as I began using it, disappointment hit hard. The battery drained in a blink, and apps crashed more often than they worked. The initial thrill turned into disappointment with every glitch. The real struggle began when I attempted to return it.

Retail 52

Retail NPS Text Analytics Customer Feedback 52

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 Experience

Customer Think

DECEMBER 27, 2023

Artificial Intelligence (AI) has become an essential tool for businesses to improve their customer experience. AI-powered tools can help businesses to better understand their customers and provide personalized, efficient, and effective customer service. With the help of AI, businesses can identify customer needs, anticipate customer behavior, and provide tailored solutions that meet their needs.

AI 59

AI Artificial Intelligence Customer Experience Customer Service 59

Customer Think

DECEMBER 27, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system.

59

59

Customer Think

DECEMBER 27, 2023

Today where competition is fierce and customer expectations are ever evolving and increasing, the role of a Customer Success Head or Client Relationship Manager is more critical than ever.

Customer Expectations 52

Customer Expectations Customer Loyalty Technology Technology 52

SugarCRM

DECEMBER 28, 2023

Mazars is a leading international audit, tax, and advisory firm established in the UK. As you would expect, with such expansive operations come some challenges. One was improving customer experience, building better customer relationships, and improving operational efficiency. They realized that one way of tackling those challenges would be through a CRM deployment.

Data Entry 26

Data Entry Artificial Intelligence CRM Finance 26

Advertisement

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.

AI