Trending Articles

article thumbnail

25 examples of responsible AI: How to leverage AI while minimizing risk

Callminer

Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.

AI 182
article thumbnail

Customer service: How to get the right balance between digitalisation and the human touch

Adrian Swinscoe

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. According to new data, half of adults who have used […] The post Customer service: How to get the right balance between digitalisation and the human touch first appeared on Adrian Swinscoe.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The next generation: Leveraging customer success to drive value

Totango

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

article thumbnail

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?

Beyond Philosophy

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.

article thumbnail

2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

article thumbnail

How to Avoid your CX Initiatives from Being Another flavor of the Month

The DiJulius Group

You’ve spent months executing a new initiative to help streamline things for your team. Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. The day arrives, the notice goes out to the team, Read Full Article The post How to Avoid your CX Initiatives from Being Another flavor of the Month appeared first on The DiJulius Group.

CX 97
article thumbnail

Active Listening for Contact Center Agents: 5 Examples

Fonolo

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way

More Trending

article thumbnail

Trends shaping The Forrester Wave™: Customer Success Platforms report

Totango

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

CRM 94
article thumbnail

Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!

Beyond Philosophy

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

Legal 78
article thumbnail

Time to switch: Your step-by-step guide to adopting a new customer service platform

Intercom

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support? For support leaders watching the world of customer support transform, it’s natural to feel ill-equipped for this new era.

article thumbnail

Group Think makes bad decisions

Customer Think

There are always consequences to decisions, especially bad ones; the decision by British Airways to re-brand, and by Coca-Cola to change their original product to New Coke are good examples.

59
article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

6 Customer Feedback Strategy: Turning Feedback into Action

SurveySensum

Have you ever felt lost in a heap of survey responses, wondering how to make them work for your business? Collecting customer feedback is one thing, but understanding how to use it can take time and effort. Well, you are not alone! Many businesses gather feedback but need help figuring out what to do next. The result? Customers start to feel like their opinions don’t matter, and when they don’t see any changes, they quietly leave.

article thumbnail

Harmonizing sales and CS to drive revenue growth and deliver value

Totango

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

Sales 71
article thumbnail

Has Tipflation Reached a Tipping Point

The DiJulius Group

HAS TIPFLATION REACHED A TIPPING POINT Yes, I am jumping on the tipping bandwagon. Everyone is doing it. Not only has the average tipping percentage increased dramatically, but who we tip has expanded. It appears more people and businesses are requesting and expecting a tip these days. It doesn’t matter if you are picking up. Read Full Article The post Has Tipflation Reached a Tipping Point appeared first on The DiJulius Group.

article thumbnail

Response Time: Vol. 19

Intercom

You satisfy your customers, but can you satisfy our curiosity? With Will Yates, Co-founder of ttagz. Please tell us a little bit about your company and what you do there. I’m the co-founder of ttagz, a user-generated content (UGC) tool for brands looking to create an authentic tone of voice and build community around authentic content. Which celebrity would be really great at your job, and why?

article thumbnail

Software Composition Analysis: The New Armor for Your Cybersecurity

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?

article thumbnail

Total Experience Strategy: Everything in the Contact Center Altogether, All At Once

Customer Think

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked.

59
article thumbnail

The 10 hottest Customer Experience (CX) trends for 2024

Steven Van Belleghem

The Era Of Search 3.0 One of the most important evolutions of today and tomorrow has certainly been that of search. Search 1.0 – with search engines like Yahoo and AltaVista – consisted of simple human-edited directories of websites, like some sort of “yellow pages”. They offered information but it was up to users to find and filter what they needed and scan through all the links and websites.

article thumbnail

How Unconscious Biases Influence Your Customers’ Decision-Making Process

Doing CX Right

Learn to how cultivate emotional bonds, create lasting impressions & address unconscious biases for impactful customer interactions & brand distinction. Listen now to Doing CX Right Host Stacy Sherman and featured guest Sylvie di Giusto. Take notes as there are a lot of CX leadership gems shared. The post How Unconscious Biases Influence Your Customers’ Decision-Making Process appeared first on Doing CX Right.

CX 52
article thumbnail

133: The Employee Experience Revolution

The DiJulius Group

Prepare to uncover the truth about customer service in today’s US economy. We promise you a discussion that will not only shed light on the dramatic shift in consumer sentiment but also offer insights on how to turn this customer service recession into your competitive advantage. With customer satisfaction at a two-decade low, we stress. Read Full Article The post 133: The Employee Experience Revolution appeared first on The DiJulius Group.

article thumbnail

7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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

article thumbnail

How to Optimize Customer Service With Omnichannel Support

TeamSupport

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

article thumbnail

My Latest on Using Email to Book New Meetings

Customer Think

Using email to book new meetings sounds awesome. Unfortunately, it isn’t because it simply does not work effectively. In our house we seem to have the ability to make a lot of trash.

59
article thumbnail

Types of Surveys with Examples

Zonka Feedback

Good and healthy communication with your customers is necessary to establish long-term relationships with them. For this, it is necessary to connect with your customers from time to time and collect their insights, feedback, and other data to know their requirements, expectations, and satisfaction with your products and services. Here comes the need to conduct surveys.

59
article thumbnail

Introducing Intercom Phone: The future is calling

Intercom

Phone support isn’t going anywhere. Even with the move towards messenger-based and self-serve support, a lot of customers still like to have the option of phoning a business. That’s why we’ve just released Intercom Phone : a phone support solution that ensures a seamless customer and team experience, with calls and conversations all in one place.

article thumbnail

When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

article thumbnail

A Guide to Call Abandonment Rate in Call Centers and Its Significance

Hodusoft

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In general, as per the industry standard, a call center abandonment rate is between 5% and 8%.

article thumbnail

Net Promoter Score Company: What to Look For!

InteractionMetrics

Looking to hire a Net Promoter Score company? Most Net Promoter Score companies will offer to send your NPS survey, but that’s the easy part. Most likely, what you really care about is doing your survey in a way that: Reflects well on your brand Enables you to boost your score Tracks results over time The key to increasing your Net Promoter Score is understanding the core principles of customer experience (CX) and knowing when (and when not) to use NPS.

article thumbnail

Ten of my favorite phrases from Customer Experience in 2023

Customer Think

We all know empirically, the truth and power of words in life. A quick Google search will reveal dozens of blogs, companies, and social media posts espousing the benefits of positive affirmations, and the power of positive and encouraging words.

59
article thumbnail

Turning Customer Feedback into a Competitive Advantage: Insights from Top Brands

SurveySensum

We live in a digital age where reaching a targeted audience comes without limits. Thanks to the Internet and digital marketing, businesses can now sell to a much bigger audience. However, that same digital world makes it possible for customers to tarnish a business’s reputation simply by sharing their experiences with others. Since leaving testimonials and sharing thoughts online is easier than ever, customer feedback can make or break a business.

article thumbnail

The Future of Customer Loyalty: Rewards, Retention, Appreciation, and More

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. Discover how the combination of loyalty management and MACH technology can revolutionize your retail strategy, ensuring sustained customer success through the holiday rush, into the new year, and beyond.

article thumbnail

Challenges impacting the credit and collections industry

Callminer

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.

article thumbnail

5 trends APAC brands are embracing for 2024

CX Network

Cutting-edge innovation and technology will create distinct new opportunities for brands in the APAC region

article thumbnail

Spreading cheer with new integrations

Zendesk

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Zoom Phone for Zendesk Zoom Phone for Zendesk (Support) enhances your Zendesk experience and streamlines your workflows. Zoom is the leader in modern enterprise video communications–with an easy, reliable cloud platform for video and audio conferencing, collaboration, chat, and webinars across mobile devices, desktops, telephones, and room systems.

AI 52
article thumbnail

The Promise and Peril of Generative AI

Customer Think

Source: Shutterstock Generative AI has the potential to drive a once-in-a-generation step-change in business performance and productivity, but a recent, first-of-its-kind scientific experiment demonstrates that generative AI can also be a double-edged sword. When used correctly for appropriate tasks, it can be a powerful enabler of competitive advantage.

AI 72
article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.