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[link] Introduction: Todays businesses face a pivotal question: can emerging technologies like AI and real-time data platforms reduce or even replace the need for traditional customer surveys in managing customer experience (CX)? For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data.
This plan will help you train employees to effectively manage customer expectations. Service failures are caused by an experience that falls short of expectations. Expectation management helps customers avoid unpleasant surprises. Managing expectations will result in: Fewer complaints Happier customers More repeat business This guide helps you facilitate the Customer Service: Managing Customer Expectations course on LinkedIn Learning.
If asked to think about a colour and a tool, the majority of people will say Red hammer. I have by now seen a hundred posts showing me how great picture making with AI is. A dozen Look, ma, no Photoshop posts. I am actually very happy for all the people who finally have an opportunity for creative expression. Go boldly, my artistically inclined but practically unskilled friends.
Eleven years ago, Ispoketo the folks atSundaySkyabout the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo [] The post SundaySky removes the barriers to expanded use of video in CX first appeared on Adrian Swinscoe.
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.
by Mike Myer, CEO and Founder of Quiq Customer expectations in the airline industry have reached new heights, and delivering a standout experience is no longer optional. Its now essential for survival. Spirit Airlines recognized this, embarking on a bold AI-powered transformation to redefine customer service (or “Guest Care,” as Spirit calls it) and move its brand into the future.
Customer service is the backbone of customer loyalty and organizational success. This blog explores how to utilize tips and tools to empower your CSRs to provide exceptional customer service.
#NoBullshitCX Are consumer insights relevant for a B2B company? Sometimes we are inspired by examples of big companies such as Apple or Mercedes. But you don’t have to be big to understand what good CX is. A great example comes from the city market of Fargo, Portugal, where you can see portraits of people who produce and sell food (and other things you can buy there) hanging on the walls.
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#NoBullshitCX Are consumer insights relevant for a B2B company? Sometimes we are inspired by examples of big companies such as Apple or Mercedes. But you don’t have to be big to understand what good CX is. A great example comes from the city market of Fargo, Portugal, where you can see portraits of people who produce and sell food (and other things you can buy there) hanging on the walls.
WhatsApp Referrals gives you complete visibility into which Facebook ads drive customer conversations by tracking when users click from your ads to WhatsApp Business. This direct attribution helps you measure ad performance based on actual conversations, optimize campaigns, and maximize advertising ROI. Find Your Best-Performing Ads: From Click to Conversation For years, marketers have struggled with a critical blind spot: what happens after a customer clicks from a Facebook ad to WhatsApp?
This lesson has stood the test of time: if your people already live in a systemlike Salesforce, HubSpot, or Dynamicsmeet them there. Thats as true in 2025 as it was in 2017 when I first wrote Listen or Die. The twist? CRM + VoC integration has gotten a whole lot easier (and smarter) with AI. The principle hasnt changed: make it easy, and theyll use it.
In the high-stakes world of gaming, support teams face a unique set of challenges. With global player bases across all time zones, dramatic volume spikes during tournaments and launches, and the expectation for instant, personalized assistance, traditional support models simply can’t keep up. For too long, gaming operators have been forced to choose between three competing priorities: Speed: Providing fast responses to keep players in the game.
By Kristen Hayer A few years ago, I served as a fractional customer success executive for a growing SaaS company. While I was there, the company hired a new sales executive. On his very first day, he made two decisions: hire a revenue operations leader and invest in tools to support operations. I was impressed. There was no hesitation from leadership.
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.
The Role of Automation in Telecom Contact Centers: Solving High Volume Challenges and Reducing Costs Uber-connected. Well-informed. Highly-coordinated. That’s the world we live in today, all thanks to the telecom sector! It’s one of the most important industries in today’s time. Telecom companies connect individuals and businesses.
Back in 2017, when I wrote Listen or Die , I shared what was then a bit of a controversial opinion: if you want people to pay attention to your VoC program, tie it to compensation! Now here we are, years laterand guess what? It still works. It may be more important than ever. This lesson hasnt fundamentally changed, even with all the advances in AI and automation.
summary In this episode of the Customer Service Revolution Podcast, John DiJulius discusses the critical role of employee feedback in shaping company culture and improving customer experience. He emphasizes the importance of encouraging outspoken employees, differentiating between divine discontent and negative attitudes, and the necessity of effective employee engagement surveys.
WFM Redefined: Balancing CX, Employee Engagement, and Operational Excellence April 2025 The amount of research and development (R&D) invested in workforce management (WFM) solutions in 2024 and continuing into 2025 is greater than ever, and the growing interest in new capabilities and features is drawing attention to limitations in some of the markets older applications.
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.
Marketing attracts customers, but customer experience keeps them coming back. Stacy Sherman and Nicole Donnelly explore how businesses can align Marketing and Customer Experience to drive loyalty, growth, and long-term successwithout treating them as separate strategies. The post Customer Experience Vs. Marketing: Which One Truly Drives Growth? appeared first on Doing CX Right.
PHOENIX, ARIZONA, US April 2, 2025 Execs In The Know, a global community of customer experience (CX) leaders, proudly announces the appointment of Ebrahim Hyder, Vice President, Customer Service at Michael Kors, and Lisa Oswald, Senior Vice President and Global Head of Customer Service at Travelzoo, as the Co-Chairs of its Corporate Advisory Board.
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
Read Stacy Shermans actionable takeaways from "Medallia Experience" event to stop employee frustration, improve customer outcomes & increase profits. The post Top CX & EX Lessons from “Medallia Experience” You Need to Know appeared first on Doing CX Right.
Welcome to the HX Revolution The Future of Business Transformation Starts Here Hey there, and welcome! If youre reading this, youre probably: 1. Frustrated with how businesses talk a big game about transformation but never truly change. 2. Wondering why companies spend millions on restructuring, culture programs, and leadership trainingonly to end up right where they started. 3.
When I first wrote about this lesson in Listen or Die back in 2017, it was one of the most important truths I had learned in running VoC programs: just because you launch a VoC platform doesnt mean people will use it. That hasnt changed, even in the age of AI. You can do everything rightget executive buy-in, design smart surveys, select the right touchpoints, and build a strong platformbut until your front line is logging in daily , reviewing customer feedback, and acting on it, your VoC program
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 expectations are higher than ever, and the companies that thrive are those that place customer experience (CX) at the center of their strategy. However, many C-suite executives face challenges in elevating CX to a top priority, such as siloed departments, unclear ROI, and limited resources. This webinar is designed for senior leaders ready to drive change and make CX a key differentiator.
The power of AI rests in data. If youve done any research on AI solutions, youve likely run into the phrase, garbage in, garbage out. The core of that message is true: All companies should strive towards clean, accurate, and organized data. But, no company will have perfect data maintenance, especially for a tool they dont yet use. Perfection should not stop progress, particularly when it comes to helping Customer Success (CS) teams build relationships with customers.
Its not too late to sign up for our NEW workshop: Unlock Your Leadership Potential: From CSM to Manager You landed the management role. Youre leading a team. But suddenly, youre expected to move mountainswith limited resources, no tech, and minimal cross-functional buy-in. Sound familiar? Before you step into CS leadership, you need the tools to set clear expectations, gain the necessary support, and avoid the common traps that can leave you overwhelmed and under-resourced.
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
What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences. Meet Heather Brace , Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron , Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes.
The foundation of success for todays businesses? Existing customers. While new customers will always be important, the rising cost of acquisition means organizations are relying on existing customers to drive growth. Specifically for B2B SaaS companies, the average customer acquisition cost (CAC) is 76% higher for new customers than it is for expansion business.
We’ve just updated our blog on How to Choose A Net Promoter Company with even more insights and detailed breakdowns! It now contains tons of useful new information, including: The biggest mistakes companies make with NPS (and how to avoid them) What scientific rigor really means when it comes to collecting feedback Why open-ended responses are the key to improving your score And much more!
Australias manufacturing industry is at a turning point. With the Federal Government committing $22.7 billion to its A Future Made in Australia strategy, the focus is now squarely on renewable energy, industrial innovation, and future-readiness. But what does being future-ready actually mean for manufacturers on the ground? And how can businesses evolve without scrapping everything and starting over?
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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