eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities.

CX 341

CX Finance Customer Journey Map Innovation 341

Adrian Swinscoe

OCTOBER 2, 2024

I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.

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eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles.

CX 387

CX Close the Loop Legal Transportation 387

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations. It’s important for companies that want to give great customer service to figure out why this “war” is happening and what it means.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

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.

Technology

Adrian Swinscoe

SEPTEMBER 30, 2024

Imagine that one of your customers is experiencing a problem with a product or service that they have purchased from your company. Wanting to find a […] The post NICE’s 1CX could be a game-changer for solving knotty customer problems first appeared on Adrian Swinscoe.

Gaming 147

Gaming Artificial Intelligence Contact Center Customer Experience Management 147

Bill Quiseng

OCTOBER 3, 2024

In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.

Start-ups 88

Start-ups Customer Loyalty Customer Expectations CX 88

Customer Think

OCTOBER 1, 2024

Despite the emergence of many new and exciting consumer-facing channels over the years, email still sits at the top of the channel food chain for marketers. And while not the most dynamic concept, email marketing – when done right – still has the proven ability to make an impact.

AI 106

AI Technology Technology 106

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

Actionable Insights 83

Actionable Insights AI Customer Feedback NPS 83

Beyond Philosophy

SEPTEMBER 27, 2024

Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.

Customer Expectations 97

Customer Expectations Customer Feedback Technology Technology 97

C3Centricity

OCTOBER 1, 2024

Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and

Hospitality 62

Hospitality Hospitality Customer Experience Healthcare 62

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.

AI

Customer Think

OCTOBER 1, 2024

I originally wrote today’s post for Sprinklr. It appeared on their site on March 21, 2024. When customers interact with brands, they want (expect) a smooth, seamless, consistent, and personalized experience – via their preferred channel.

Omnichannel 69

Omnichannel Technology Technology 69

Adrian Swinscoe

OCTOBER 2, 2024

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind […] The post The Brand Connectome™ and why we are doing marketing all wrong – Interview with Leslie Zane first appeared on Adrian Swinscoe.

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Help Scout

OCTOBER 3, 2024

Help Scout to expand its reach through TD SYNNEX's extensive global reseller network, making it easier for more businesses to discover and adopt Help Scout's powerful customer communication platform.

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The DiJulius Group

OCTOBER 1, 2024

Most companies have multiple statements—a mission, purpose, and core values. The problem with having numerous statements is that employees can’t keep track of them or remember them. The one statement that all world-class customer experience organizations have in common is they all have a customer experience action statement that they make sure every one of.

Customer Experience 72

Customer Experience 72

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

Customer Experience

Provide Support

OCTOBER 3, 2024

Training live chat agents to be efficient during chats is not an easy task. However, with powerful live chat service you can train the team of customer service super stars.

Customer Service 52

Customer Service 52

Customer Think

OCTOBER 1, 2024

Platitudes and gross simplifications regarding the impact of the Employee Experience on the Customer Experience abound. EX = CX. Happy employees = happy customers. Take care of your employees, and they will take care of your customers. These are pabulum. No one disagrees that customer-facing employees are your CX delivery system.

CX 69

CX Customer Experience 69

Adrian Swinscoe

OCTOBER 2, 2024

This is a guest post from Mike Adams OBE , founder of EnableAll. In just under a year, the European Accessibility Act will become law as […] The post Countdown to Inclusion: What to expect from the European Accessibility Act first appeared on Adrian Swinscoe.

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The Customer Service Blog

SEPTEMBER 30, 2024

Have you ever been a victim of fraud? If you have, then you're not alone, because research shows that 21% of the British population were victims of fraud between 2021 and 2023 (Source: Social Market Foundation). I was myself the victim of a major credit card fraud a few years ago when somebody phoned my bank, and got them to agree to increase my credit card limit from £1,000 to £10,000.

CRM 59

CRM Finance Gaming Legal 59

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.

Compliance

The DiJulius Group

OCTOBER 2, 2024

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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CX Network

OCTOBER 3, 2024

From ditching cookies to moving to the cloud, Twilio’s Sam Richardson explains three ways organizations can weather economic challenges

CX 59

CX 59

Customer Think

OCTOBER 1, 2024

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: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share […] The post How to Join the Personalisation Revolution to Move from Ordinary to Extraordinary appeared first on Beyond Philosophy.

Customer Experience 59

Customer Experience Technology Technology 59

Adrian Swinscoe

OCTOBER 2, 2024

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about […] The post Agents view agent-assist technology as more important than a competitive salary – Interview with Gopi Polavarapu at Kore.ai first appeared on Adrian Swinscoe.

Technology 130

Technology Technology AI 130

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Customer Experience

Provide Support

SEPTEMBER 27, 2024

The post How to Integrate a Live Chat Feature to a Web Application with React.js appeared first on Provide Support Blog.

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The DiJulius Group

OCTOBER 2, 2024

Rewiring Your Brain for Peak Focus & Productivity Chief Revolution Officer John DiJulius talks with Lori Saitz, a leading authority on improving productivity and engagement through workplace well-being. She is the founder of the Zen Leadership Program for Results Focused Professionals. With a comprehensive background in wellness and communication strategies, Lori helps executives create.

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Experience Investigators

OCTOBER 2, 2024

No matter how innovative or truly useful your product or service is, one thing will always separate successful companies from the rest: Customer experience (CX). Your core business offering is your foundation. An important one, too, because even the best marketing and sales teams can’t save a sub-par product. By investing in CX, however, you can quickly accelerate your success and unlock proven advantages for staying ahead of the competition: Customers who receive value-enhanced services are mor

CX 52

CX Customer Experience Artificial Intelligence Start-ups 52

Hodusoft

OCTOBER 2, 2024

AI in Healthcare: A Comprehensive Guide on How AI Can Revolutionize Patient Care “Al has the potential to markedly improve productivity, efficiency, workflow, accuracy, and speed, both for physicians and for patients. What I’m most excited about is using the future to bring back the past—to restore the care in healthcare.” The quote by noted cardiologist and author Dr.

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

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.

Business Growth

Adrian Swinscoe

OCTOBER 2, 2024

Recently, I was invited to participate in a discussion about how to improve customer service outcomes. At one point in the discussion, we were talking about […] The post Are assumptions hindering your delivery of great customer service? first appeared on Adrian Swinscoe.

Customer Service 130

Customer Service 130

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them. With an ever-growing lineup of tech tools—each with its own acronym—it’s easy to get lost in the sea of customer management solutions.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

The DiJulius Group

OCTOBER 3, 2024

Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience. A signature experience is a distinct experience your customers and employees.

Customer Experience 52

Customer Experience 52

Kate Nasser

SEPTEMBER 29, 2024

Leaders, do your teams truly understand and deliver on customer urgency? If your answer is, “Yes, because we have priority schemes they follow,” you may be surprised to witness what actually happens in real time. Image by Patti Morris via Flickr Attribution License. Customer Urgency: Do Your Teams Truly Deliver on It? Recent Event I […] The post Customer Urgency: Does Your Team Truly Deliver on It?

CX 57

CX Healthcare Retail Customer Service 57

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