Trending Articles

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10 AI use cases for call center performance and effectiveness

Callminer

From translating customer conversations in real time to minimizing excess tasks for agents with the goal of boosting productivity, learn how effective call centers use AI to improve their operations.

AI 182
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There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa

Adrian Swinscoe

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.

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ARE YOU FEARLESS?

Futurelab

#NoBullshitCX #20yearsFuturelab “Be honest.” One of the largest insurance groups in the world asked us to review their Voice of the Customer programme. On paper, they were doing everything right. Their customer KPI was highlighted in the annual report, they had a clear business case on how many millions in extra profits one extra percentage point meant, and they regularly communicated the results internally.

VOC 157
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QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from.

Bill Quiseng

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!

CX 158
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Secure SaaS Success: Embedded Finance as a Competitive Advantage

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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The Hidden Truth: Why Customer Experience, Tech Onboarding, and Design Aren’t the Keys to Growth

Customer Think

This article was originally posted on: [link] In the competitive landscape of B2B technology and services, effective onboarding and design are crucial elements for achieving successful adoption and enhanced customer experience. You may have noticed the provocative title—”The Hidden Truth: Why Customer Experience, Tech Onboarding, and Design Aren’t the Keys to B2B Growth.

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How to empower frontline employees with AI-driven feedback

Callminer

Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.

AI 182

More Trending

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Thoughts on Serving Ungrateful Customers

Customer Service Life

Image by Vlad Vasnetsov from Pixabay Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find solutions for customers. I’m talking about that customer that perhaps has a really cool use case or perhaps they have the odds stacked against them and you’re committed to making it work.

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To deliver a better Customer Experience, stop reading this article and go to sleep!

ECXO

To deliver a better Customer Experience, stop reading this article and go to sleep! The Magic of Sleep: Boosting Work Productivity and Improving Customer Experience If you’ve been keeping up with my articles, you’ve probably noticed my strong emphasis on continuous self-improvement and empowering individuals to provide exceptional experiences to others.

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How to Boost Productivity and Morale by Eliminating Workplace Friction

Beyond Philosophy

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

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The IT-CX Connection: What the Global Microsoft Outage Teaches Us

Doing CX Right

Learn how the Microsoft outage exposes the critical IT-CX connection and the necessity of seamless departmental collaboration. The post The IT-CX Connection: What the Global Microsoft Outage Teaches Us appeared first on Doing CX Right.

CX 103
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How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

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From Silos to Synergy: How Sales and CS Alignment Unlocks Revenue Growth

Totango

“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.

Sales 95
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A Q&A with Barry Cooper, NICE's CX Division Head

Smart Customer Service

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.

CRM 98
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[Research Round-Up] Generative AI Has a Substantial Impact on Creative Jobs

Customer Think

Source: Shutterstock (This year, I’m devoting some of my Research Round-Up posts to a discussion of academic research papers relating to the use of artificial intelligence – specifically generative AI applications – in marketing. This post features an unpublished paper that provides an early look at the impact generative AI may have on marketing employment.

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Discover How Uncovering Customers’ Hidden Motivations Leads to ROI Growth A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How to Attract Top Talent – How One Company Attracts the Top 1%

The DiJulius Group

Learn how to attract top talent by using an interview process like the one we describe here. *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “Stop trying to find great employees; instead, focus on becoming the type of business great. Read Full Article The post How to Attract Top Talent – How One Company Attracts the Top 1% appeared first on The DiJulius Group.

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Great Contact Center Reps: The Secret to Saying No | #PeopleSkills #cctr

Kate Nasser

Great contact center reps and agents spend most of their time saying yes and delivering resolutions to customers. However, sometimes they must say no. There is a secret set of steps for doing that well. Image by Frederic Gombert via Flickr Creative Commons License. Great Contact Center Reps Know How to Say No Most of […] The post Great Contact Center Reps: The Secret to Saying No | #PeopleSkills #cctr appeared first on KateNasser.com.

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AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight

Smart Customer Service

The advent of work-from-home contact centers has spawned a tech revolution in operations management.

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The Future of Retail Media Networks: Moving Beyond Onboarders to First-Party Data

Customer Think

We’ve reached a critical turning point for Retail Media Networks (RMN). The first decade of RMNs ran on infrastructure that’s no longer viable, in particular onboarders that rely on third-party data to power identity graphs.

Retail 69
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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[Experience Action Podcast] AI in the Employee Experience

Experience Investigators

Ever wondered how artificial intelligence could reshape the way we work? Join us for an exciting conversation as Jeannie Walters answers a question from Adam Toporek about the transformative power of AI on the employee experience. Gain insights into how AI can boost efficiency, sharpen decision-making, and foster personalized skill development. You’ll hear stories about the good, the bad, and the ugly, as we navigate the potential for role displacement and the crucial need for leaders to f

AI 59
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Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal

Doing CX Right

How can you balance cost and value to create customer experiences that keep people returning for more? Read article for actionable CX strategies. The post Supersizing Customer Value or Illusions? Insights on McDonald’s $5 Bundled Meal appeared first on Doing CX Right.

CX 59
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How to Turn NPS Promoters into Brand Advocates for Industry Dominance?

Zonka Feedback

So you've just launched a groundbreaking new product, a game-changer in your industry? Early reviews are glowing, sales figures are exceeding expectations – a textbook success story. Fast forward, a year later, a competitor releases a similar product, not quite as innovative, but with a fervent online community singing its praises. Their advocates become brand evangelists, propelling the product into the mainstream consciousness.

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Cracking the Customer Code: Marrying Emotion and Tech to Maximize ROI

NGDATA

The importance of integrating emotion and technology in banking marketing to enhance ROI. Banks should focus on customers’ financial wellbeing, which includes confidence and reduced stress, beyond just budgeting. Key strategies involve maintaining consistency across channels, promoting digital adoption, and personalizing interactions. Educating customers on digital tools and ensuring high-quality conversations, especially for complex transactions, are essential for fostering strong customer rela

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How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

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Subtract! How Doing Less Can Improve Agent and Customer Experience

Customer Think

There are many examples of how doing less can improve your well-being such as downsizing and giving away items that you no longer use. Or, producing home-cooked meals with what you already have in the refrigerator — sometimes called “Iron Chef.

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Humanising Digital Interactions: The Role of AI in Creating Personalised Customer Experiences

CommBox

Introduction: The Quest for Connection In today’s busy digital world, customer service is mainly done through automated systems and virtual interactions. However, maintaining a human touch is still essential. This is where AI help create p ersonalised customer experiences. Jane is the owner of a growing retail company. She wants to make digital interactions feel personal and empathetic.

AI 52
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Speed – The Backbone on Great Service

Service Quality Institute

Amazon has spoiled all of us. Today people want everything now. Organizations that want to survive have to dramatically increase speed. If it takes you 48 hours to process an order speed is 2 hours. If it takes you 6 days to ship, speed is shipping the same day. We have several obstacles. Internal barriers are the mindset of employees which tends to be slow.

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20+ Webinar Survey Questions to Improve Your Next Webinar

SurveySensum

Did you know the average number of leads any webinar generates is between 500-1000? So, the next time you launch a webinar don’t forget that it has the potential to boost your revenue and extend your customer base. However, organizing a webinar is just one step, the follow-up that comes after the webinar is what matters the most when it comes to converting attendees into customers.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

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.

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These Website Mistakes Could Be Costing You Thousands.

NGDATA

Common website pitfalls that can lead to significant financial losses and provides strategies to optimize website performance and increase conversions. The main issues highlighted include poor user interface, slow loading speeds, bad design practices, and ineffective use of data. The article emphasizes the importance of website optimization in terms of SEO, form functionality, and lead response time.

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Revolutionizing Customer Engagement: Exploring Hyper-Personalization Through Data, AI, and Automation

Customer Think

The global business landscape is evolving quickly, and companies are increasingly leveraging data, artificial intelligence (AI), and automation to maintain a competitive edge. Within this transformative framework, a crucial shift toward hyper-personalization in customer experiences is taking center stage.

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Transforming Insurance Customer Service with AI Chatbots and WhatsApp Business

CommBox

Introduction to AI Chatbots and WhatsApp Business Customer service is crucial in the competitive insurance market. Conversational AI is a gateway to a new journey in customer interaction. By adopting AI chatbots and technologies, you can streamline customer communications and raise their level of satisfaction, happy customers equal future growth. This article explores conversational AI and how it can transform your insurance company’s customer service operations.

AI 52
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Customer Journey Mapping Examples: 4 Use Cases to Inform Your CX Strategy

Experience Investigators

Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a customer journey mapping initiative. The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.