Callminer
APRIL 3, 2024
Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.
Adrian Swinscoe
APRIL 2, 2024
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […] The post You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther first appeared on Adrian Swinscoe.
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Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership. She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts.
Beyond Philosophy
APRIL 5, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.
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.
Totango
APRIL 4, 2024
“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.
Adrian Swinscoe
APRIL 5, 2024
This is a guest post by Aparna M. A., a Content Writer for Kings Research. In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
APRIL 1, 2024
Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared.
Bill Quiseng
APRIL 3, 2024
QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one. Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?” Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace
Customer Think
APRIL 5, 2024
We are amid a GenAI revolution. GenAI burst into our personal and professional lives so abruptly in 2022 that many companies are still playing catch up. GenAI has been the fastest technology development in our lifetime. The rapidity of GenAI development continues daily with the emergence of new players, models, and functionality.
Lightico
APRIL 4, 2024
It seems the automotive industry is nearly there with pre pandemic levels, with a remarkable surge in new car sales. J.D. Power and GlobalData’s joint forecast paints a rosy picture , predicting a 12.1% leap (YoY) in new-vehicle sales between March 2023 and March 2024. This increase can be attributed to several factors: lower prices, changing interest rates, pent-up demand post-pandemic, and an ever growing consumer appetite for vehicles; allowing the industry to be on track to have its 4
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
The Squawk Point
APRIL 1, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices. If you want people to work harder, you must pay them more. The best way to motivate your staff is with a carrot and a stick , and the best way to dangle the carrot (and wave the stick) is to rank people based on their performance and
Bill Quiseng
APRIL 4, 2024
I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote. Therefore, please support me by voting for me at this link [link] as soon as possible.
Beyond Philosophy
APRIL 4, 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: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.
Customer Think
APRIL 2, 2024
In the past few years you’ve probably heard some version of the following, more than once: “Disruption is the new normal.” “Organizations need new ways to weather the storm.” “You have to be resilient to survive.” All these sentiments are true.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
Join Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms for an informational webinar about how to select the ideal payments provider for your platform! This session highlights the 7 key criteria for assessing payments partners and maximizing the value of your investment. From evaluating technology and business development programs to understanding support and compliance, this webinar will equip you with a comprehensive evaluation framework and strategy for
Execs In The Know
APRIL 5, 2024
On March 14, 2024, at Execs In the Know’s Customer Response Summit in Tucson, Gladly CMO Jason Finkelstein led a panel called “Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond” along with other CX leaders — Roy Dunn, General Manager of Member Service Centers at Costco ; Garrett Graham , Head of Client Journey at Truist ; John McCahan , VP of Customer Care at FTD Flowers ; and Kate Showalter , VP of CX Services at Crate & Barrel.
Qmatic
APRIL 3, 2024
Over the past few years, my discussions with clients about how to improve their customer journey management solutions have changed. What was previously a question of turning chaos into order is nowadays a topic on how to enhance the customer experience and improve efficiency. Let us dive into what a great customer journey is, what the benefits are, and how you get there.
TeamSupport
APRIL 3, 2024
In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. One such tool is TeamSupport, a complete client support solution designed to facilitate effective communication and collaboration among business teams.
Customer Think
APRIL 5, 2024
Customer lifetime value (CLV) is a critical metric for most companies, effectively translating the quality of customer experiences and the strength of customer relationships into financial performance. Because of this, and because CLV measures long-term impacts, it can be uniquely influenced by a company’s loyalty strategies. Brands recognize this, of course.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
The Customer Service Blog
APRIL 2, 2024
In my role as a lecturer in Business Studies, I am often asked who is my favourite female entrepreneur. My answer is Anita Roddick, founder of The Body Shop, who tragically died in 2007. Business women like Karen Brady and Jacqueline Gold are often held up as examples of the best British female 'entrepreneurs'. But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
cxservice360
APRIL 1, 2024
In today’s customer-centric business environment, the harmonious blend of technological advancements and genuine human empathy forms the backbone of exceptional customer support. PITON-Global, an esteemed The post PITON Global’s Human-Centric Tech Approach to Customer Support Outsourcing In India appeared first on CXService360.
Customer Think
APRIL 5, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices.
Speaker: Jamie Bernard
Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.
SurveySensum
APRIL 1, 2024
Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.
Hodusoft
APRIL 1, 2024
HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. Being recognized as a Category Leader in the 2024 GetApp Awards is not just an accolade for HoduCC—it’s a testament to its unwavering commitment to excellence.
Help Scout
APRIL 4, 2024
There are several approaches to the software development process that prompt us to focus on specific priorities over others. But which one is best? Get our take in this post from the Help Scout engineering team.
Customer Think
APRIL 5, 2024
In the dynamic realm of modern finance, where innovation is the cornerstone of success, the Banking, Financial Services, and Insurance (BFSI) sector stands at the forefront of technological advancement. Amidst the ceaseless quest to elevate efficiency, refine processes, and redefine customer interactions, a transformative force has emerged – Intelligent Automation.
Speaker: Shaunna Bruton, Danielle Wyllie, and Kailey Holmes
Say goodbye to one-size-fits-all retail, and say hello to experiences that keep your customers coming back for more! Customer loyalty isn’t just earned - it’s cultivated through meaningful engagement with the help of data. This webinar will take you behind the scenes of how top retailers turn customer data into personalized experiences that drive engagement and retention.
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Zonka Feedback
APRIL 5, 2024
Sometimes, customer journeys may seem simple and straightforward, however, your customers go through a variety of stages and experiences before buying your product and actually becoming your customers. Behind a chunk of customers, there is always a group of people who thought of buying a product or service but actually did not convert.
Help Scout
APRIL 1, 2024
Your guide to the customer success manager role with insights into responsibilities, career trajectories, and salary expectations.
Customer Think
APRIL 5, 2024
We are sometimes asked where user groups stand in relation to customer advisory boards (CABs). While it can perhaps be understandable where perceived overlap may occur in the minds of marketers, the differences, as you might expect from our perspective, are quite significant.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
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