Trending Articles

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How to set expectations with customer service reps

Inside Customer Service

I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.

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IT’S PASSION

Futurelab

#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all had a great day of workshops, presentations, and networking. The topics covered anything from customer metrics to AI. For the evening, we all went to a nice restaurant nearby the conference venue.

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CX ROI Handbook: Connecting Customer Experience and Employee Experience ROI

Customer Think

What is the employee experience and customer experience ROI connection? Let’s take a look at all the players and definitions. Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. — Communicated by Marketing and Sales employees. — Fulfilled by Operations and Service Delivery employees and partners. — Rescued by Service Recovery employees.

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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

ECXO

A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization.

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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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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

Beyond Philosophy

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

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You control your customer experience, not AI

Intercom

Fearing a loss of control is a common theme that comes up when we talk to customer service leaders about their AI implementation strategy. Plenty of folks are curious about AI and eager to put it to the test. Many leaders are largely convinced about the efficiency gains it’ll bring, but some don’t trust that an AI Agent can deliver the same quality service that a human can.

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More Trending

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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

Customer Think

Image Rights for ECXO.org: Generated by MidJourney and DALL-E A Comprehensive Analysis of AI’s Impact on the Employee Experience As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement.

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The Essential Customer-Centric Mission Statement for Achieving Success

C3Centricity

A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.

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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

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: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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The Ticket: Unlocking customer service’s strategic potential with AI

Intercom

With AI taking over more manual tasks and freeing teams up to focus on more meaningful work, customer service roles are becoming increasingly strategic. For too long, many businesses have viewed customer service as a cost center. But now, with AI and automation increasingly handling transactional queries, customer service teams are evolving into strategic value drivers with the ability to provide more consultative guidance, deliver key insights, and directly impact customer adoption and retentio

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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 automation to revolutionize outdated call review processes!

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Help Scout Works Best When

Help Scout

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

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7 Deadly CX Sins Revisited

Customer Think

Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating.

CX 75
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Institute of Customer Service Annual Conference

The Customer Service Blog

Ticket sales have just opened for the Institute of Customer Service Annual Conference 2025, which takes place on 4th March 2025 at the London Hilton Hotel on Park Lane This year, the theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. This year’s event will be chaired by well-known TV presenter Amol Rajan, and it promises to be an inspiring experience, featuring a stellar speaker l

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10 examples of greetings which should be added to your canned responses

Provide Support

Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.

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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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Why AI Isn’t Coming for Your Banking Job

NGDATA

AI's impact on banking jobs remains limited, particularly in community banks, where customers and leaders prefer human interactions. While AI may automate tasks, it won't replace jobs outright. Younger generations, comfortable with technology, will drive AI adoption in banking. Despite fears, AI is more likely to enhance job roles, creating new opportunities for tech-savvy employees rather than eliminating positions.

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A new episode of Experience the Difference Podcast Series: with the amazing Irina Mostovaya

ECXO

We are excited to share this week’s episode of Experience the Difference: The European Customer Experience Organization (ECXO) Podcast Series with the amazing Irina Mostovaya , hosted by Christopher Brooks Listen to the full episode here: [link] ABout Irina, with over 8 years of experience in customer and employee experience management, Irina Mostovaya is a passionate professional who thrives on creating value for both internal and external stakeholders.

CX 52
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How Much is Too Much? Navigating the Fine Line With AI-Driven Personalization

Customer Think

Generative AI (GenAI) has heralded a new era of personalized CX, but brands must be careful about where and how they use it. Too much personalization may feel intrusive to some, while too little can result in your brand missing opportunities to engage and connect with consumers.

AI 72
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How to Boost E-Commerce Sales with Contact Center Software

Hodusoft

How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b

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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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160: Creating a Recruitment Experience

The DiJulius Group

Can the way you treat job candidates transform your organization’s success? In this episode of The Customer Service Revolution, John DiJulius and Dave Murray unpack The Employee Experience Revolution, emphasizing how a remarkable recruitment experience can set your company apart. Discover why it’s imperative to treat candidates as valued customers and how moving beyond the.

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Experts Say Composable Banking Builds Better Digital Customer Experiences

NGDATA

Composable banking enhances digital customer experiences by utilizing modular components rather than monolithic systems, allowing financial institutions to quickly adapt to market changes and integrate new services seamlessly. This approach improves operational efficiency, customer engagement, and supports innovation. Examples of successful implementation include Varo Bank and MoneyLion, which have leveraged composable banking to offer personalized financial products, demonstrating the practical

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[Experience Action Podcast] Cross-Functional Communication

Experience Investigators

Let’s transform customer experience strategies into impactful actions. Have you ever wondered how effective communication could revolutionize your organization’s CX initiatives? In this episode, we’ll dissect the critical role of clear communication and the importance of promoting and motivating these initiatives throughout your company.

CX 52
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Evolving into a new CX era: How AI will augment the humans of CX and create more opportunities to deliver top-notch customer experiences

Customer Think

The rise of AI-powered solutions has sparked concerns about widespread job displacement, and nearly every industry has felt its impact. The customer service sector offers a glimpse into this future, as chatbots increasingly handle a variety of inquiries.

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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.

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10 Types of Businesses Who Can Benefit from Call Centre Overflow Solutions

CallCare

The need for effective call management is required more than ever before, and maintaining customer satisfaction and operational efficiency is key to any business wanting to succeed. These solutions offer businesses a way to handle excess call volumes without compromising service quality. These solutions can benefit a wide range of industries, providing flexibility and improved customer interactions.

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Understanding the What, Why, and How of Open-Ended Survey Questions

SurveySensum

Why did Mark give the score ‘5’ on your CSAT survey? What Rachel disliked about the customer service? Open-ended survey questions are the key to answering these questions! Open-ended survey questions are your gateway to rich, detailed insights directly from your respondents. Unlike closed-ended questions that restrict answers to predefined options, open ended survey questions give participants the freedom to express their thoughts, feelings, and experiences in their own words.

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Five reasons why identity resolution will replace third-party cookies

NGDATA

With the phase-out of third-party cookies by 2025, marketers are adopting identity resolution, which uses first- and zero-party data to identify users. This method leverages behavioral data for personalized marketing, enhances revenue through targeted follow-ups, boosts mailing list growth, and improves performance marketing by converting anonymous traffic into known users.

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AI transforms VoC analysis for Flight Centre

CX Network

How Flight Centre is using AI to analyze and respond to structured and unstructured customer feedback

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Power up Your B2C Marketing Strategies with Surprising B2B Secrets

Customer Think

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 72
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Video: Watch TeamSupport's AI Features in Action

TeamSupport

Work Smarter, Not Harder with TeamSupport TeamSupport's latest AI features are paving the way for exceptional customer support at scale. With AI capabilities, your team can now efficiently handle customer inquiries, analyze data for insights, and personalize interactions like never before. Embrace the power of AI with TeamSupport and revolutionize the way you deliver support to your customers.

AI 52
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7 Ways Companies Use AI for Customer Service

Help Scout

Explore real-world examples and best practices for implementing AI effectively in customer service.

AI 48
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The rebrand is dead. Welcome to the age of the brand ‘refresh’

NGDATA

Companies are moving from complete rebrands to brand refreshes to avoid high costs and risks. Minor updates, such as changes in color or typography, are marketed as significant refreshes, helping maintain consumer trust while keeping the brand relevant. This approach is seen as an evolution rather than a drastic change, as illustrated by Tropicana’s costly rebranding failure.

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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?