Customer Think

AUGUST 2, 2023

In the last decade, agile and scrum theory has proliferated – a boon for XM, if you ask me. This ‘insights to action’ loop is analogous to a burndown chart. Agile teams or pods/ squads the author fondly calls them become increasingly efficient at solving user stories ( user requirements) over time- that’s to be […]

Technology 52

Technology Technology Customer Experience 52

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

CX 83

CX Customer Satisfaction Customer Feedback Customer Loyalty 83

Helpt

FEBRUARY 27, 2024

Strategic decision-making : The ability to assess situations, plan your actions, and adapt to unforeseen circumstances. According to SHRM , “Technical proficiency may get workers in the door, but soft skills foster the flexibility and agility to keep them in the building”. Invest in communication skills training for your team.

Gaming 98

Gaming Innovation Start-ups Customer Satisfaction 98

Zendesk

MAY 11, 2022

How can businesses scale support and stay agile through change? In this ebook, you’ll find best practices and actionable tips for small-but-mighty teams and complex organizations. But while businesses felt the strain, customers didn’t lower their expectations–if anything, they raised the bar.

Customer Service 75

Customer Service 75

SurveySensum

DECEMBER 29, 2023

The systematic approach to data interpretation doesn’t merely stop at the identification of trends; rather, it unveils actionable insights that serve as a compass for refining operational strategies. In today’s dynamic healthcare landscape, enhancing the patient journey stands as a paramount goal.

Healthcare 52

Healthcare Artificial Intelligence Text Analytics Innovation 52

Zendesk

JUNE 22, 2021

That means being agile: designing teams, processes, and technology to meet those needs, not for one unusual year, but for every year and decade to come. Thankfully, most years aren’t pandemic years—but companies are wiser to the importance of building their agility muscles and keeping them strong over time.

Actionable Insights 52

Actionable Insights Technology Technology CX 52

Uplifting Service

DECEMBER 20, 2022

Can your organization be agile and adaptable, while still offering consistently outstanding service?? . Watch the video to discover how to offer exceptional service that’s both agile AND consistent. the actions that you take need to be agile while the standard that you’re aiming to achieve can be consistent. . .

Innovation 40

Innovation 40

DMG Consulting

SEPTEMBER 24, 2021

The data enabled them to determine the actions necessary to keep their workers safe, sustain brand reputation and loyalty, adjust to an accelerating digital economy, and remain relevant in the midst of unprecedented challenges. The Transformational Value of Interaction Analytics. July 7, 2021 Donna Fluss.

Contact Center 77

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 77

Totango

JULY 21, 2020

In situations such as the current COVID-19 pandemic, your CS team can take action to prevent customer churn during the pandemic while also helping to build a sustainable future for both parties once the danger passes. You will want to focus on the following areas: Stay Agile As a Company. Stay Agile As a Company.

VOC 64

VOC Customer Retention Voice of the Customer 64

Zendesk

OCTOBER 29, 2021

Fireflies (Sell) is an AI voice assistant that helps transcribe, take notes, and complete actions during meetings. Agillic (Support) helps you deliver personalized communication to millions. Enrich your Zendesk ticket view with data from your Agillic Instance. Auto-tag tickets that include attachments in their comments.

E-commerce 98

E-commerce Contact Center Artificial Intelligence Invoicing 98

Totango

OCTOBER 20, 2021

We’ll also look at how using a modular, agile approach to customer journey optimization in conjunction with automation can help you achieve greater results than trying to optimize everything at once. . Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

Confirmit

JULY 27, 2020

This was useful, but spent too much time on the survey process, and too little time on action. The team wanted to expand the types of surveys deployed and who could issue them to increase insights and drive action. They needed a solution that was flexible, agile, scalable and customizable. BAE Systems, Inc. BAE Systems, Inc.

Engineering 52

Engineering Voice of the Employee Touchpoint Voice of the Customer 52

Execs In The Know

APRIL 29, 2022

Tools that solve the problem by providing measurable productivity insights (especially those that reveal how agents really work across SaaS applications) empower CX leaders, enabling more agile customer operations teams, which customers love. How can you turn agent insights into quantifiable action? Did you miss the session?

CX 98

CX Actionable Insights Touchpoint Technology 98

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Agile design excels more often, with greater success internally and in the marketplace. 24 Ways to Boost 2024 CX ROI.

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

ClientSuccess

JANUARY 19, 2022

A playbook is a series of actions, next steps, and tactical items that CSMs can execute to help customers achieve a goal or objective in a scalable manner. While some customer action plans are unique, specific processes must be executed for every customer, meaning the tasks and activities in each of these buckets will be repeated often.

Customer Relationship 77

Customer Relationship 77

Zendesk

FEBRUARY 25, 2022

With actionable insights, businesses can be more agile and respond faster to customer needs — generating better service and creating better products along the way. We believe true understanding comes from taking billions of customer interactions and transforming it all into actionable insights for our customers.

Actionable Insights 98

Actionable Insights Legal CX 98

ECXO

JANUARY 25, 2022

Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available. On February 16, 2 PM CET or 1 PM GMT. . Ricardo Saltz Gulko.

Customer Relationship Management 98

Customer Relationship Management Engineering Innovation CX 98

Hodusoft

MARCH 6, 2024

Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. In this blog, we will delve into the details of how BPOs are helping e-commerce businesses improve operational efficiency and customer support services using contact center software.

E-commerce 52

E-commerce Contact Center Social Media Gaming 52

Totango

MAY 19, 2020

Smart businesses will seek to be lean and agile during this time and to trim expenses they perceive as unnecessary. Uncertainty can lead to paralysis, but once the world around you changes it is crucial you take action to deal with the new conditions. What we do know is that in times of crisis, people cling to things of value.

Finance 77

Finance Education Sales Technology 77

Intercom, Inc.

AUGUST 15, 2019

Jeff is the author of Lean UX (which teaches how to rapidly experiment with design ideas) and the co-owner of Sense & Respond Press , a publisher of short, actionable books for busy leaders. Focus on outcomes over output. Test your assumptions, always. What follows is a lightly edited transcript of the episode. The evolution of a career.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Totango

OCTOBER 20, 2021

We’ll also look at how using a modular, agile approach to customer journey optimization in conjunction with automation can help you achieve greater results than trying to optimize everything at once. . Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Customer Journey Map 72

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 72

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

DMG Consulting

APRIL 13, 2022

The data enabled them to determine the actions necessary to keep their workers safe, sustain brand reputation and loyalty, adjust to an accelerating digital economy, and remain relevant in the midst of unprecedented challenges. Interaction Analytics: What’s Driving Adoption. By Donna Fluss. IA Provides Insights Into The Voice Of The Customer.

Contact Center 48

Contact Center Voice of the Customer Artificial Intelligence Omnichannel 48

SurveySensum

FEBRUARY 26, 2024

This allows companies to stay agile and responsive to employee needs, addressing issues promptly before they escalate. Pulse surveys provide insights into employee satisfaction levels, helping organizations identify factors that contribute to satisfaction or dissatisfaction and take corrective actions as needed.

Text Analytics 52

Text Analytics Close the Loop Actionable Insights Start-ups 52

Zendesk

SEPTEMBER 6, 2022

Actions to take: Create a hybrid chatbot + agent workforce model. When disparate data point solutions don’t play well together, silos pop up throughout the entire organization, limiting business agility and making it difficult to create revenue-generating opportunities from support interactions. But don’t do it. gated-cta-in-post].

CX Transformation 98

CX Transformation Customer Retention CX Sales 98

Zendesk

APRIL 12, 2021

A stuffy definition of organizational culture may be something like, “a set of values, actions, and beliefs shared by individuals in an organization.” In a customer-centric organizational culture, a company’s values, actions, and beliefs directly tie back to the ultimate goal of customer satisfaction. More agile company model.

Net Promoter Score 98

Net Promoter Score Start-ups Customer-Centric Organization Social Media 98

Zendesk

MARCH 3, 2021

Wachter, a beacon of actionable pandemic information, goes on to say that the competing forces and trends are as dramatic as a thriller “but very decidedly — and tragically — definitely as real as it gets.”. So it’s no surprise — and a great relief — that vaccine management solutions are hitting the market. Key takeaways.

Compliance 95

Compliance Government Innovation 95

Totango

OCTOBER 20, 2021

We’ll also look at how using a modular, agile approach to customer journey optimization in conjunction with automation can help you achieve greater results than trying to optimize everything at once. . Organizations that prioritize optimizing customer journeys will enjoy greater customer satisfaction, retention and brand advocacy.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

Zendesk

NOVEMBER 27, 2023

To date, Signpost has reached over 60 million people, earning it the distinction of the UN Sustainable Development Goals (SDG) Action Campaign Award in 2023. From connecting refugees with life-saving information to responding to survivors of domestic violence, these teams understand the urgency of a quick, efficient, and empathetic response.

Customer Service 52

Customer Service Action Campaign Innovation CX 52

Execs In The Know

APRIL 29, 2022

For example, a customer may initiate an action like a return via an assisted chat and then follow up to track their exchange online. In fact, the opposite has been shown to be true, assisted contact volumes have not dried up, and never will, and customers value assisted service more than ever before.

Start-ups 97

Start-ups Technology Technology Education 97

Hodusoft

MARCH 29, 2022

Digital India is transforming with the advancement of technology in every sphere. One of the most influential tech expos in India, the 29th Convergence India Expo 2022 provided a platform for tech giants to exhibit their innovative approach towards technology through their unique product line. Emerging Trends in Call Contact Center Market.

Contact Center 98

Contact Center Artificial Intelligence Innovation Actionable Insights 98

Zendesk

JANUARY 12, 2021

Whether it’s a tier-one customer service representative working on the simplest of questions or the CEO guiding the business’s direction, every employee needs to keep this question in the back of his or her mind: will my actions serve customers well? Read on for 16 customer service tips based on our research.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Totango

MARCH 10, 2020

It is revealed in actions, repeated behaviors, and attitudes. These tips will help you distill the entire customer journey into easy to manage, easy to accomplish daily goals and actions. . Customer goals should become your goals, and they should guide your everyday actions. Happiness is a measurable outcome.

Customer Experience 93

Customer Experience Customer Loyalty Customer Expectations Sales 93

Hodusoft

MAY 11, 2022

But the dilemma and debate over on-premise PBX systems and Hosted PBX System have been consistent over years. While both have their pros and cons, businesses must evaluate them in light of their requirement to choose the ideal communication solution for their business. Cloud-based PBX has come into the limelight today. Cloud-based PBX.

CX 98

CX Government Actionable Insights Omnichannel 98

Totango

JULY 19, 2022

Set up automated actions to respond to key events. How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. Gather the business intelligence (BI) you need to truly understand the customer experience.

CRM 89

CRM Customer Relationship Customer Acquisition Start-ups 89

Zendesk

APRIL 27, 2023

How AI can boost efficiency and keep costs down While we monitor and share crucial information about consumer sentiment surrounding AI, we’re also here to partner with companies by providing actionable tips about how the technology can be used to control costs, improve efficiency, and retain customers.

AI 52

AI CX Artificial Intelligence Legal 52

Zendesk

SEPTEMBER 14, 2023

Control costs and stay agile Digital voice has a lower cost associated with it compared to traditional voice. As digital channels continue to grow in popularity and AI bots become table stakes, many media outlets report that having a real person to talk to on the other end of the line can actually help restore customer trust.

Customer Service 52

Customer Service AI 52