Adrian Swinscoe
DECEMBER 13, 2024
Todays podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about [] The post An eight-step discovery process to help master the customer experience Interview with Edwin Margulies of Nextiva first appeared on Adrian Swinscoe.
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eglobalis
NOVEMBER 26, 2024
Are We Injecting Empathy into Organizational Culture ? Over the past few years, empathy has become a buzzword in CX conversations—and while it’s great to emphasize understanding, empathy alone is practically useless if issues in B2B or B2C experiences remain unresolved. What good is being empathetic if customers still face recurring problems? Emotional design may help create empathetic, user-friendly solutions, but empathy without action falls flat.
ECXO
NOVEMBER 26, 2024
Unicorns Dependency in CX – Here Is How You Avoid This “Trap” If you’re plugged into the business world, you’ve likely heard the term “unicorn” tossed around in meetings, LinkedIn posts, or business articles. But we’re not talking about the mythical horse with a horn. In the context of the corporate landscape, the word unicorn holds a whole different meaning—one that can have a profound impact on your business, especially when it comes to customer experience.
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
Callminer
DECEMBER 1, 2024
Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare contact centers can drive better patient experiences.
eglobalis
DECEMBER 4, 2024
When writing any text, it is imperative to provide substance, not just bold statements or speculative predictions, to respect readers and value their time. Thoughtful content fosters credibility and maintains their engagement. In 2024, a bold and controversial claim suggested that customer experience (CX) would become irrelevant by 2030. While such statements are often designed to spark discussion, this particular assertion felt both overly simplistic and misaligned with the transformative, cont
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
NOVEMBER 27, 2024
The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.
Futurelab
DECEMBER 6, 2024
#NoBullshitCX #20yearsFuturelab Ask for business. Last week I wrote about happy customers who would have no problem with actually recommending you. For some, a little nudge would be enough. Others would appreciate a voucher or giveaway to give to their peers. Others, particularly in business contexts, need to be asked openly and directly Our client, a distributor of electrical supplies in Germany, knew that their customerselectricians and installershad to have at least two separate suppliers.
Adrian Swinscoe
DECEMBER 3, 2024
Every December for the last five years, I’ve compiled a set of predictions about what is likely to happen in the customer experience space in the […] The post Cutting through the noise to get to the reality of customer service AI first appeared on Adrian Swinscoe.
eglobalis
DECEMBER 11, 2024
This article was originally posted at: [link] Ready to disrupt your CX strategy? Its time to stop guessing and start experimenting. The Gist Experimentation eliminates CX guesswork. Move beyond assumptions by using data-driven experimentation to refine your CX strategy. Testing turns insights into action. Experimentation helps you turn customer feedback into actionable improvements that drive satisfaction.
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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.
ECXO
DECEMBER 4, 2024
Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. However, establishing an effective customer success function varies significantly between industries due to differences in operational models, customer expectations, and interaction dynamics.
Callminer
NOVEMBER 25, 2024
One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this blog to learn how AI is improving CX.
Futurelab
NOVEMBER 29, 2024
#NoBullshitCX #20yearsFuturelab “Ask for that recommendation” So you have done a really good job with your CX and got enthusiastic promoters. Now what? One of the pitfalls of a CX programme is to concentrate on detractors only. Yes, detractors are important as they point us to where we lose revenue. But leaving your happy customers unattended is also slowing down your growth.
Adrian Swinscoe
NOVEMBER 29, 2024
Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 first appeared on Adrian Swinscoe.
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.
Zonka Feedback
DECEMBER 9, 2024
Were thrilled to introduce the Zonka Feedback Partnership Program , created to empower businesses, agencies, and technology providers to transform customer experience (CX) and drive shared growth.
C3Centricity
NOVEMBER 26, 2024
Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.
Futurelab
DECEMBER 13, 2024
#NoBullshitCX #20yearsFuturelab Trigger a positive conversation. Detractors have horror stories to tell, but are you giving your promoters something to talk about? Sometimes, when we want customers to talk about us, we forget that they need at least a conversation starter. Nobody comes home shouting Honey, can you believe it? None of the calls I made today dropped on me!.
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.
Adrian Swinscoe
NOVEMBER 22, 2024
I had a fascinating discussion with Dan Bennett, Senior Partner, Head of Behavioural Science at Ogilvy Consulting, the other day, where he introduced me to the […] The post Is channel snobbery holding back brands’ customer experience efforts? first appeared on Adrian Swinscoe.
Zonka Feedback
NOVEMBER 25, 2024
Explore the Top 15 Best Black Friday SaaS Deals! Unbeatable discounts on software tools and solutions to power your business growth. Don't miss out!
Intercom
NOVEMBER 22, 2024
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Support Declan Ivory about how generative AI is reshaping customer interactions, the emergence of new roles within customer service teams, and the importance of professionalizing career paths in this evolving landscape.
The DiJulius Group
NOVEMBER 26, 2024
Stop Blaming the Younger Workforce The most common complaint I get from my audiences and consulting clients is about how bad the young labor force is and how this generation doesn’t want to work hard. I cannot disagree more. I also believe this is a crutch many leaders use to avoid building a better employee. Read Full Article The post How Chick-fil-A Gets Their Young Workforce to Deliver a World-Class Customer Experience appeared first on The DiJulius Group.
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
Win the Customer
NOVEMBER 25, 2024
Artificial Intelligence (AI) has revolutionized customer service, automating routine tasks and improving response times. However, while AI offers significant advantages, it cannot fully replace the human touch. A successful customer service strategy involves a careful balance between AI-powered automation and human interaction. Understanding the Role of AI AI-powered chatbots and virtual assistants can handle a wide range of customer inquiries, from simple questions to complex troubleshooting.
Adrian Swinscoe
DECEMBER 6, 2024
Todays podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is [] The post Pandemic maths and measuring all of marketing Interview with Gregory Kennedy of Alembic Technologies first appeared on Adrian Swinscoe.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
Doing CX Right
NOVEMBER 25, 2024
Learn how to measure customer service ROI with real business data. Transform your contact center into a revenue driver with Stacy Sherman and Neal Topf. The post Customer Service ROI – The Numbers Behind Loyalty appeared first on Doing CX Right.
Win the Customer
NOVEMBER 29, 2024
In today’s competitive market, understanding your customers’ experiences is paramount. Customer Journey Mapping (CJM) is a powerful tool that helps businesses visualize and analyze the interactions customers have with a brand throughout their lifecycle. By mapping out these journeys, businesses can identify pain points, opportunities for improvement, and moments of delight.
Service Quality Institute
DECEMBER 11, 2024
Very few organizations understand the Power of the Service Strategy. In 1979 I decided to develop the world’s first customer service program because I saw firms working night and day to drive customers away. It’s worse in 2024 than in 1979. There is more hype and more BS today. By Service Strategy I mean how do you dominate and own the market.
SurveySensum
DECEMBER 4, 2024
Custom er loyalty and satisfaction are crucial when it comes to banks. More than often, customers are attracted to banks that value them and offer good service. But when every bank strives to achieve the same, how can you get a competitive edge? This is where Net Promoter Score comes into play. This CX metric has the ability to gauge customer loyalty and predict business growth.
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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.
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