Trending Articles

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Here comes the customer service resolution revolution

Adrian Swinscoe

When Mikkel Svane and his co-founders, Morten Primdahl and Alexander Aghassipour, foundedZendeskin 2007, they aimed to revolutionize customer service by creatingbeautifully simple softwarethat enabled businesses to [] The post Here comes the customer service resolution revolution first appeared on Adrian Swinscoe.

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Why Smart CPG Leaders Are Rethinking Their AI Strategy to Maximise Consumer Insight Value

C3Centricity

Have you noticed how every technology vendor, consultant, and industry publication is telling you that your AI Strategy is the solution to all your business challenges? The pressure to invest heavily in AI capabilities has never been greater for CPG executives. Yet many leadership teams ask a fundamental question: How do we separate genuine opportunities from expensive distractions?

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From Asking to Knowing: How AI Is Replacing B2B Customer Surveys—Not If, but When

eglobalis

Introduction: Traditional B2B customer surveysonce the cornerstone of customer experience (CX) feedbackare rapidly losing effectiveness. Response rates are plummeting as busy business customers tune out lengthy questionnaires, and many programs see less than 20% of invited clients responding. In enterprise contexts with multiple stakeholders per account, a single survey often fails to capture the true sentiment of all decision-makers.

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DON’T ADD INSULT TO INJURY

Futurelab

#NoBullshitCX When dealing with difficult experiences, respect costs nothing but delivers a lot. The Dutch tax authority has been using a brilliant slogan for years: “: ’ , .” I think this is a very healthy view of unpleasant events. Some things in life are never going to be fun paying taxes, filing complaints, settling debts.

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From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

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Agentic AI and building connections with customers in the moments that matter

Adrian Swinscoe

We are social beings and, as such, our connections are important to us. Moreover, our connections to other people get stronger when they show up in [] The post Agentic AI and building connections with customers in the moments that matter first appeared on Adrian Swinscoe.

AI 147
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Why Ecommerce AI-assistants Fail to Delight: Lessons from CSAT Feedback

Retently

Table of Contents Main Takeaways What CSAT Scores Are Really Telling Us Where AI Assistants Go Wrong The Human Touch Still Wins (Even in AI-Supported Systems) What High-CSAT Brands Are Doing Differently Building a Better AI Customer Service Strategy with CSAT Feedback Final Thoughts Remember the buzz a few years back? AI-powered agents have been hailed as the future of ecommerce customer service by solving every support headache: answer questions in seconds, work 24/7, and cost a fraction of a f

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Optimize agent performance with AI and real-time assist tools

Callminer

AI-powered Real-time agent assist tools streamline workflows, reduce repetitive tasks, and provide live guidance. Read more about to help agents handle interactions more effectively and confidently.

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CHEAP IS EXPENSIVE

Futurelab

#NoBullshitCX Pay now for a good CX programme-or pay more later for not having one. Thats the reality many companies ignore until it is too late. They cut corners on CX, thinking they are saving money. But what they are really doing is shifting the cost. Complaints go up. Calls flood the contact centre. Churn creeps in. And suddenly, the cheap approach turns into a very expensive mess.

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Key insights from Adobe Summit on agentic AI and B2B innovation

Adrian Swinscoe

Just over three weeks ago, the curtain came down on Adobe Summit in Las Vegas, Adobes annual customer event. Last years event was dominated by news [] The post Key insights from Adobe Summit on agentic AI and B2B innovation first appeared on Adrian Swinscoe.

B2B 147
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How to Build Incredible Connections in Client Meetings

The DiJulius Group

If you are in sales, an account executive, or business development, you want to stand out from all the other smart people who do what you do. Relying solely on your professional expertise will not be a differentiator. Professional expertise, by itself, is a commodity in your industry. You need something more. You want to. Read Full Article The post How to Build Incredible Connections in Client Meetings appeared first on The DiJulius Group.

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A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

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The New Battle for Data Integrity in Market Research: Custom Research Panels — How They Work and Why They Matter

PeopleMetrics

The recent indictment of Op4G and Slice confirmed what many of us already suspected: The traditional online panel model is under strain and bad actors have been taking advantage of it for years. Whats next isnt just fraud detection. Its a complete rethinking of how high-quality research participants are sourced. Thats where Custom Research Panels come in.

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Future Trends in AI-Based Customer Management: Lessons from Machine Tool Motors

Customer Experience Matrix

As someone who has spent his career tracking new technologies, Ive long been fascinated by how those technologies spread over time. The standard model of technology diffusion , developed by Everett Rogers and based on New Deal studies of how farmers adopted new crops, offers the familiar segmentation of users into innovators, early adapters, early majority, late majority, and laggards.

AI 62
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The Most Effective Ways to Train Gen Z on Customer Service

The DiJulius Group

Long gone are the days of sitting employees in front of a screen and having them watch hours and hours of a talking head, training videos, or read training manuals. This is not just a generational trend. The way employees learn, retain, and consume information has evolved. Whether you are launching or keeping top of. Read Full Article The post The Most Effective Ways to Train Gen Z on Customer Service appeared first on The DiJulius Group.

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Tips to Ensure Service Reps Can Access the Info They Need

Smart Customer Service

Modern contact center intelligence means agents are better informed and interactions move quickly.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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The New Battle for Data Integrity in Market Research: Real CX Data from Real Customers (Your Secret Weapon Against Fraud)

PeopleMetrics

When the $10 million fraud case involving Op4G and Slice broke, the focus was rightly on online market research panels. The entire scheme relied on fake survey takers, VPNs, and carefully coached answers. Years of client-facing data, completely fabricated and sold as truth. But theres one area of market research where that kind of fraud simply cant happen because the data doesnt come from a panel at all.

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The Power of Silence in Customer Conversations

The Success League

By Kristen Hayer In customer success, we spend a lot of time honing what we say. We practice our messaging, rehearse tough conversations, and try to strike the right balance between friendly and strategic. But one of the most powerful tools in a customer success professionals toolkit isnt something we say at all. Its silence. Silence is uncomfortable for a lot of people, especially in business conversations.

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Why Real Estate Needs AI-Powered Call Centers?

Hodusoft

Why Real Estate Needs AI-Powered Call Centers? Effective communication. Unwavering trust. Strong interpersonal relationships. These have always been the foundation for the real estate industry. And always will be. However, thanks to technological innovation, the sector is undergoing rapid transformation. Clients expect faster responses, personalized service, and seamless experiences across every interaction.

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Criticism in Customer Support

Help Scout

We want people to tell us whats not working, what is confusing, what felt bad to them about our service. We need to know before we can fix it. Here's how.

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Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

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Keeping CX human in the age of AI

CX Network

Learn about how to keep customer experience (CX) human in the age of artificial intelligence

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Stop Wasting Time: The Smarter Way to Handle I-9, E-Verify, and ID Verification in High-Volume Hiring

Lightico

Hiring compliance often times may feel like a legal formality. But, with tighter I-9 rules, an updated Form I-9 and e-Verify processes , rising ICE audits, and growing identity fraud risks and ID verification requirements , enterprise employers cant afford disjointed workflows, or outdated tools. Yet thats exactly where many large companies still find themselves.

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What it Really Means to “Own” the Customer Relationship

The Success League

By Kristen Hayer "Own the customer" is a phrase that gets tossed around a lot in Customer Success. It sounds clear and decisive, but it can be misleading. In many organizations, it has come to mean that one person, often the Customer Success Manager, is solely responsible for everything related to the customer. That might work on a small scale, but as companies grow and customer needs evolve, this approach can introduce risk rather than reduce it.

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Fast-Track Support Success with Support Ticket Analysis

SurveySensum

Its Monday morning. Your inbox? Overflowing. Your support team? Already behind. And the tickets? Coming in hot, from bugs to billing woes. Tickets are rolling in faster than your team can say, Well get back to you shortly. And while everyones racing to respond, customers are getting tired of waiting. And thats where things get risky. Because customers are 4X more likely to switch to a competitor if their issue is service-relatednot product-related.

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4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

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203: Why Customers Are Revolting

The DiJulius Group

Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John DiJulius discuss the recent trend of companies filing for bankruptcy, particularly those known for poor customer service. They explore the concept of the experience gap, where customers feel they are paying more for less, leading to a revolt against companies that.

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Understanding the Differences in AI Functionality—and Why They Matter for CS

Gainsight

If your AI strategy starts and ends with drafting emails, then you’re not alone. While AI continues to make headlines, it’s still shrouded in mystery. And as a customer success (CS) leader, if you don’t understand the differences under the hood, then you’re leaving insights, productivity, and revenue on the table. Many CS leaders hear AI and assume its all the same, but in reality, AI is an umbrella term that encompasses a range of different technologies that serve distin

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From fragmented to focussed

RateMyService

Why CX needs to navigate organisational complexity and deliver on your brandpromise Your complexity is not the customers problem When customers interact with your brand, theyre not thinking about your departments, systems or reporting lines. They only care about one thing: Can you meet my needsquickly, effortlessly and reliably? They expect your organisation to deliver on your brand promise as one seamless entity.

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5 Customer journey stages

CX Network

Learn about the stages of the customer journey and understand touch points for effective customer contact

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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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Email Survey Best Practices

InteractionMetrics

Your Reply-To Address Matters! An essential email survey best practice is this: Use a Reply-To email address that actually works. Too many companies send surveys from a Do-NOT-Reply address which frustrates customers and lowers response rate. Here’s What NOT to do: Most companies dont want to collect customer feedback in all its various forms, so they send their survey from a do-not-reply platform.

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Patient Feedback: Your Secret Weapon for Better Care

SurveySensum

Are you truly listening to your patients? Because heres something to think about: two out of three patients have had a negative experience with a healthcare provider. Thats nearly half of your patients walking away with frustration that couldve been avoided. Thats why collecting patient feedback is key to improving care where it matters most. With the right patient satisfaction survey, you can uncover whats working, fix whats not, and create an experience where patients feel heard.

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How to Speak Your CRO’s Language: Proving the ROI of Customer Success

Gainsight

As a customer success (CS) leader, you don’t need to tell your Chief Revenue Officer (CRO) that CS supports customers; they already know that. What you need to do is prove the business impact of CS. However, speaking purely in terms of retention, adoption, and relationships won’t cut it. You need to show that the CS teams actions protectand grow annual recurring revenue (ARR).

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The 10 Best AI Chatbots for Customer Service in 2025

Help Scout

Discover the 10 best chatbots for customer service teams, from help desks with chatbot features to standalone plug-and-play options.

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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.