Futurelab
MAY 21, 2024
#NoBullshitCX #20yearsFuturelab “Think Change, not CX.” In my previous column I touched upon the topic of burnout. It was a self-joke, but the more I think about it, the more I realise that the threat is real. I have seen so many bright-eyed and bushy-tailed people enter the CX industry only to meet them a few years later bitter and disappointed. Many leave the field entirely.
Adrian Swinscoe
MAY 20, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
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cxservice360
MAY 21, 2024
Across all industries, artificial intelligence is completely changing how businesses operate. From generative AI and chatbots to using AI to boost profit, artificial intelligence (AI) The post How AI Is Changing CX – 12 Statistics To Know appeared first on CXService360.
ECXO
MAY 19, 2024
Experience the Difference: On the podcast of the European Customer Experience Organization (ECXO) this week, Nicolette Wuring joins our host, Christopher Brooks. Hear Nicolette and Christopher here: [link] About Nicolette: Nicolette shares what years of practice, both client-side and as a consultant, have taught her. Like all the best CXers, she’s happy to share it all in conversation with ECXO podcast host Christopher Brooks.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
TeamSupport
MAY 21, 2024
The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.
Futurelab
MAY 17, 2024
#NoBullshitCX #20yearsFuturelab “Take. Small. Steps.” I have promised to share some worst practice stories here as well. Here you go: a “Death by PowerPoint” presentation to international management of a global payment organization. I was supposed to talk about CX topics in general, and Voice of the Customer specifically. I was so enthusiastic about the topic, I threw the whole encyclopaedia at them: 150 slides in one-and-a-half hours.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 17, 2024
Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.
Totango
MAY 17, 2024
Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.
The DiJulius Group
MAY 21, 2024
We need to be better leaders; employees deserve better. *The following is an excerpt from our newest book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. This book is designed to help leaders become better leaders. It is often said that our jobs don’t define us, but our jobs and. Read Full Article The post Becoming Better Leaders appeared first on The DiJulius Group.
Customer Think
MAY 20, 2024
By now, everyone has recognized that we are in an AI hype. Again. It is probably the fourth since Joseph Weizenbaum developed the famous ELIZA, a natural language processing program that was intended to explore communication between humans and machines.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
ECXO
MAY 16, 2024
Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences.
Beyond Philosophy
MAY 23, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. The concept came to us as part of our None of Use is Clever as All of Us feature.
Zonka Feedback
MAY 20, 2024
Market research is essential for business growth as it enables businesses to understand their customers, identify market opportunities, mitigate risks, optimize marketing strategies, and make informed decisions. It helps businesses identify the preferences, behaviors, and pain points of their target market.
NGDATA
MAY 22, 2024
A Nomura analyst suggests that nearly half of US banks could collapse due to soaring interest rates and operational difficulties, potentially leading to significant consolidation in the banking sector. This situation poses risks and opportunities for investors and is set to redefine investment strategies and customer experiences. Source The post US Banking Shake-Up: Could Half Of Banks Disappear?
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Think
MAY 20, 2024
Did the title of this article surprise you? Well, it should. There are far too many people out there who believe that it’s a true statement, that the customer experience is only impacted and only happens at/with your frontline employees. This is simply not true. What is Customer Experience?
The DiJulius Group
MAY 22, 2024
Can you imagine a brand so powerful that its customer service makes it indispensable? On this episode of The Customer Service Revolution, Scott Wozniak, CEO of Swoz Consulting and author of “Make Your Brand Legendary,” joins John to inspect the shifts in customer service and employee experience. We tackle the “employee roulette” and the “five. Read Full Article The post 157: Cutting-Edge AI Trends and How to Apply Them to Your Customer Experience appeared first on The DiJulius Group.
Help Scout
MAY 20, 2024
Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.
ECXO
MAY 20, 2024
posts header on ECXO Uncork the full potential of your business with customer segmentation and provide tailor-made CX We have discussed before the importance of a solid Customer Success team for a successful Customer Experience strategy in the business. Now we will explore how customer segmentation is an absolute game-changer for any customer success team!
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NGDATA
MAY 22, 2024
Many Brits are increasingly cautious about online banking and mobile apps due to concerns about online fraud and data privacy. Younger generations, particularly Gen Z and millennials, are particularly anxious about data privacy, highlighting a generational divide. Gaining customer trust, especially among younger generations, is crucial. Source The post Younger generations lead scepticism in online banking amid rising fraud concerns appeared first on NGDATA.
Customer Think
MAY 20, 2024
Generative AI is rapidly evolving, with large language models (LLMs) communicating and tackling tasks in powerful ways. For the customer service industry, companies are using various levels of AI and technology throughout their operations – ranging from predictive analytics, workflow automation, quality assurance and more.
Zonka Feedback
MAY 23, 2024
In the current times, the landscape of business success is increasingly defined by how well you engage with your customers. Customer engagement is no longer just about transactions; it's about building lasting relationships that promote loyalty, drive repeat business, and turn customers into brand advocates. Studies have shown that about 87% of the brands have increased their investment in digital customer engagement despite economic uncertainty.
The Customer Service Blog
MAY 18, 2024
UK shoppers have specific preferences when it comes to their favourite supermarkets. M&S was voted as the best in a recent survey, followed closely by German discounter Aldi (Waitrose, Tesco and Sainsbury’s were next). Aldi’s position is evidence of how discount retailers are reshaping consumer perceptions and the sector as a whole. Consumers probably expect a budget supermarket to copy from more upmarket counterparts to signal quality to shoppers.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Hodusoft
MAY 17, 2024
What Is Computer Telephony Integration (CTI)? An In-Depth Guide Does the term “Computer Telephony Integration” ring a bell? If you are in the call center or contact center industry, you must have come across the term at least once. This blog post covers everything from what is Computer Telephony Integration (CTI for short), history and evolution of CTI, how CTI works, benefits of CTI, types of CTI, features of CTI, and how to handpick the right CTI.
NGDATA
MAY 22, 2024
The relationship between banks and fintech companies can be challenging due to their differing worldviews and cultures. This can lead to miscommunications and mismatched expectations. Partnership mismatches commonly arise from differing perceptions of capabilities, regulatory risks, and compliance practices. Additionally, fintechs may face challenges in onboarding with established partner banks due to lengthy processes.
Customer Think
MAY 20, 2024
Perhaps you thought I was going to write about the inflatables locations called Pump it Up, where young children go to birthday parties. I recall that we hosted a couple of parties there when our son was small and probably attended several more for his little friends.
Zonka Feedback
MAY 16, 2024
Every year, some of the great CX leaders and professionals come together to share their insights and experiences about CX, learn from each other, and explore the best practices and CX trends in CX events and conferences held globally. Attending these events helps you learn more about how to keep customers happy to develop lasting customer relationships, discover new CX strategies, and stay updated with the latest CX trends, technologies and ideas.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
InteractionMetrics
MAY 16, 2024
Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu
Intercom
MAY 16, 2024
It’s no secret that AI is creating an entirely new way of working for customer service teams. And while the benefits are obvious, embracing a completely new way of working can still feel pretty daunting. The good news is that it doesn’t have to. While teams are becoming increasingly excited about AI’s potential – like its ability to automate away routine tasks and focus on more nuanced, challenging problems – there’s still some uncertainty around how to actually get up and running wi
NGDATA
MAY 22, 2024
Jason Wolkove was drawn to the credit union industry due to his desire to give back and his belief that the credit union space fits his skillset and background. He aims to create an environment where technology enhances the experience of both team members and members without being intrusive. Source The post Credit Union SVP Jason Wolkove Listens to Those Nearest to the Product appeared first on NGDATA.
Customer Think
MAY 20, 2024
After your company has hosted your initial (or recent) customer advisory board (CAB) meeting and followed up by sending the important meeting materials to members, you may be thinking that your program is FINALLY completed. While these accomplishments are significant, no doubt warranting well-deserved praise from your superiors, the work is, alas, not over.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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