PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Adrian Swinscoe

FEBRUARY 24, 2023

This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and customer experiences have in common first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Fonolo

FEBRUARY 21, 2023

The on-going contact center conversion to SIP trunking technology has been an industry success story. Why? For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors.

Contact Center 142

Contact Center Technology Technology 142

Customer Think

FEBRUARY 22, 2023

In today’s digital, always connected world, Google too often stands as a gatekeeper between entrepreneurs and small businesses and financial success.

Engineering 141

Engineering Technology Technology 141

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

C3Centricity

FEBRUARY 21, 2023

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

Customer Loyalty 118

Customer Loyalty 118

Adrian Swinscoe

FEBRUARY 21, 2023

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center first appeared on Adrian Swinscoe.

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190

Customer Think

FEBRUARY 22, 2023

All companies want to build products and deliver support that delights customers. But there’s often a disconnect between what business leaders think customers want and what customers actually need. Using intuition or instinct to guess what customers need rarely works. Many businesses do just that, since about 85% of new products in the U.S.

Customer Retention 132

Customer Retention CX Innovation Customer Experience 132

SixteenVentures

FEBRUARY 18, 2023

Expansion – not simple renewal – is the ultimate indicator of a successful customer. There’s a way to handle expansion (upselling, cross-selling, land-and-expand, etc.) that results in limited, incremental growth in customer account value. And there’s a way to do it that results in consistent, exponential growth in customer account value.

Sales 107

Sales 107

CX Network

FEBRUARY 21, 2023

Tune in to fine tune your strategy with CX Network’s round-up of the most original and educational CX podcasts

Gaming 105

Gaming CX Education 105

Intercom

FEBRUARY 22, 2023

With 100 million users since being unveiled last November, ChatGPT is certainly the chattiest chatbot in the long history of conversational bots. Indeed, it’s already being talked about in the same terms as the most transformative communications innovations ever invented. Sure, Gutenberg’s printing press or Berners-Lee’s World Wide Web changed the course of human history, but nothing has ever had quite the immediate impact of OpenAI’ s groundbreaking ChatGPT.

AI 100

AI Start-ups Technology Technology 100

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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.

VOC

Customer Think

FEBRUARY 21, 2023

How you interact with and learn from your online reviews has become a crucial aspect of managing customer satisfaction. As a business owner, you must pay close attention to these reviews to understand what your customers are saying about you.

Customer Service 122

Customer Service Customer Satisfaction 122

Experience Investigators

FEBRUARY 21, 2023

Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. Just typing that sounds like a better world, a world in which we understand our fellow humans better. So the term empathy gets tossed around a lot in customer experience. But what do we really know about it? First, let’s define what we’re talking about when we discuss the need for empathy.

CX 98

CX Contact Center Healthcare Construction 98

Totango

FEBRUARY 23, 2023

Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

Net Promoter Score 86

Net Promoter Score NPS Touchpoint Technology 86

CSAT.AI

FEBRUARY 22, 2023

You can’t stop the AI wave, but you don’t have to get drowned by it. You can get in the water by using accessible AI support apps on Zendesk to help CX and EX that integrate with what you already use. Your company doesn’t need to be gigantic or have a massive budget for an entire overhaul to be able to benefit from the power of AI. Businesses and Customers Want AI It’s a great time to employ AI in your customer service strategy.

AI 86

AI Sentiment Analysis CX Predictive Analytics 86

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Customer Think

FEBRUARY 18, 2023

Photo by Power Digital Marketing on Unsplash It can be an all too familiar problem for email marketers. One day things were going well, and then you found out the slump you hit was because your subscribers hadn’t been seeing your emails. Email deliverability problems can affect companies of all sizes.

105

105

Beyond Philosophy

FEBRUARY 23, 2023

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much b

Start-ups 78

Start-ups Social Media Education Customer Relationship 78

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways to get VoC programs back on track.

VOC 78

VOC Omnichannel Customer Journey Map Touchpoint 78

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. So why all this interest? Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more.

AI 77

AI Customer Service CX Retail 77

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

FEBRUARY 21, 2023

In this era of constant innovation and transformation, the implementation of DevOps has become a game-changer for many organizations. DevOps has been playing a pivotal role in enabling organizations to accelerate their digital transformation journey by providing a faster and more efficient way to deliver products and services.

Gaming 98

Gaming Innovation Technology Technology 98

Doing CX Right

FEBRUARY 20, 2023

Do you know the difference between burnout & disengagement? Learn how to identify, reconnect, and thrive for success in work and life. The post Breaking the Cycle of Burnout and Disengagement: How to Reconnect and Thrive appeared first on Doing CX Right.

CX 72

CX Contact Center 72

ClientSuccess

FEBRUARY 22, 2023

Have you ever wondered about the difference between customer success and customer support? While both are important for ensuring customer satisfaction and retention, they have different objectives and approaches. This article will explore the differences between customer success and customer support and how they work together to help businesses succeed.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

SixteenVentures

FEBRUARY 18, 2023

You know ChatGPT is powerful, but how is it actually useful to you in Customer Success on a daily basis? When it comes to AI like ChatGPT, everything starts with understanding Prompt Engineering. I like to remind people that AI will not replace you. But if you don’t know how to leverage powerful AI tools – like ChatGPT – someone who does… definitely will.

Gaming 60

Gaming Engineering AI Start-ups 60

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

FEBRUARY 22, 2023

In today’s business landscape, providing an exceptional customer experience is essential to the success of any company. A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty.

Customer Experience 94

Customer Experience Customer Satisfaction Contact Center 94

Doing CX Right

FEBRUARY 24, 2023

Wally Feresten, known as the Cue Card guy for over 30 years, shares lessons learned from working on late-night TV shows and SNL, and how to get and keep customer loyalty/fans. The post Insights from Saturday Night Live & The Entertainment Industry About Customer Loyalty appeared first on Doing CX Right.

Entertainment 59

Entertainment Customer Loyalty CX 59

Intercom

FEBRUARY 21, 2023

On the Intercom Support team, we’re always experimenting with ways to offer our customers a better experience – whether that’s a faster response, a more helpful answer to a question, or just a more delightful interaction with our reps. One such experiment took place last year in the run-up to the launch of our next-generation Inbox , when we chose to dedicate a team of specialists to handling questions specific to the new product.

Customer Service 59

Customer Service Customer Feedback Start-ups Customer Satisfaction 59

SixteenVentures

FEBRUARY 21, 2023

When it comes to Customer Engagement, email is a primary channel for many businesses. But what happens when the emails you send are ineffective, causing decreased opens and interactions, increased unsubscribes, and a tarnished sender reputation? These are clear signs that your customers may be ignoring you. In this post, we’ll explore why this might be happening and how you can ensure your emails are always effective.

Sales 56

Sales 56

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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.

AI

Customer Think

FEBRUARY 22, 2023

"MarTech is marketing." Source: Kogan Page That's the tagline adopted by Third Door Media a few years ago for its MarTech conferences and martech.org website.

Technology 78

Technology Technology 78

Doing CX Right

FEBRUARY 19, 2023

Nir Eyal, a behavioral design expert, and Stacy Sherman discuss how businesses can tap into human emotions to influence buyers and create brand-loyal customers. The post The Hook Model: Unlocking Secrets of Customer Engagement appeared first on Doing CX Right.

CX 59

CX 59

Zonka Feedback

FEBRUARY 24, 2023

Customer Feedback is important for every business. And when it comes to growing your SaaS business, it becomes even more necessary. Without feedback, it would be impossible to know your customers’ perceptions about your product, their experiences, their frustrations, concerns, and the challenges they might face while using your product or services.

Customer Feedback 52

Customer Feedback 52

CX Network

FEBRUARY 24, 2023

CX Network looks at the real-life automation that ChatGPT can facilitate and the brand values it is best suited to

CX 52

CX 52

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.

Technology