Callminer
APRIL 24, 2024
Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.
Futurelab
APRIL 26, 2024
#NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.” Ever tried to convince engineers they are doing something wrong? When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. The company was, after all, known for their cutting-edge technologies devised through blue-sky research.
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Adrian Swinscoe
APRIL 23, 2024
About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published. The research found that […] The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe.
Customer Think
APRIL 23, 2024
Businesses have access to more customer data today than ever before. However, this abundance of information comes with increased customer scrutiny—customers are increasingly, and justifiably, opinionated about how their data is used, especially with the growing adoption of AI.
Speaker: Loreal Lynch, 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.
ECXO
APRIL 24, 2024
gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Intuitive, clear designs make it easier to generate adoption, decrease customer success costs, and help customers adopt the solutions easily with the right onb
Beyond Philosophy
APRIL 25, 2024
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: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
APRIL 23, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
Customer Think
APRIL 19, 2024
According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In addition, the Average American Customer Satisfaction Index (ACSI) was 77 (a C+ grade) in 2023 and has been hovering in the mid-70s for years. What’s the missing link?
The DiJulius Group
APRIL 24, 2024
Is your company’s watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience.
Beyond Philosophy
APRIL 19, 2024
“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today’s world, storytelling is crucial in various aspects of business, including marketing.
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eglobalis
APRIL 23, 2024
Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges The post Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges appeared first on Eglobalis.
Experience Investigators
APRIL 23, 2024
“Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?” Discover the paramount importance of empathy in crafting a brand’s reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues.
Customer Think
APRIL 23, 2024
I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that.
The DiJulius Group
APRIL 21, 2024
Employee Engagement Has Fallen to an 11-Year Low; Gen Z & Work from Home Dropping the Most A new Gallup study reveals employee engagement has fallen to its lowest point in 11 years. Gallup measures employee engagement as being involved and enthusiastic about their work and workplace, whether employees feel they know what’s expected of. Read Full Article The post Employee Engagement Has Fallen to an 11-Year Low appeared first on The DiJulius Group.
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.
NGDATA
APRIL 25, 2024
Credit unions have great customer service, but banks excel in digital services. To build and maintain customer loyalty, credit unions must learn from banks and improve their digital offerings. Source The post Banks Have This Major Edge. Can Credit Unions Catch Up? appeared first on NGDATA.
Execs In The Know
APRIL 25, 2024
The Enterprise Conversational AI market is fundamentally broken. According to a survey by Forrester Consulting in 2023, about 75% of consumers said that chatbots cannot provide them helpful answers, and 50% of consumers said they often feel frustrated in their interactions with chatbots. [ Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 billion by the end of 2024 and expected to grow to $1.3 trillion by 2032.
Intercom
APRIL 25, 2024
In the customer service and customer experience spaces, there’s a lot of discussion happening about what the future of the human-AI partnership will look like – and more specifically, what role will humans play in this new dynamic. The answer? A big one. At Intercom, we truly believe that the future of customer service will require a strong alliance between humans and AI.
Customer Think
APRIL 25, 2024
Your Customer Experience ROI Handbook started with “What is CX ROI?” (return on investment) and continues here with “Proving CX Value” in chapter two of this five-part series. To recap: Customer Experience ROI is value gained by customers plus value gained from customers.
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?
TeamSupport
APRIL 24, 2024
Businesses today cannot afford to lag in response times or fumble with clunky support processes. That's where the magic of simplified ticket management comes into play. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.
NGDATA
APRIL 25, 2024
GA4's shift from "conversions" to "key events" is significant for digital marketers, especially SEO professionals. Key events measure interactions important to a business, align with business objectives, demonstrate the value of organic search traffic, and elevate marketing reporting. SEOs need to understand and leverage this change. Source The post Why the shift from ‘conversions’ to ‘key events’ in GA4 is a game-changer appeared first on NGDATA.
cxservice360
APRIL 24, 2024
Optimizing productivity is crucial for maintaining competitiveness and attaining sustainable growth in today’s fast-paced business world. Service automation is an effective technology that companies may The post 5 Ways Service Automation Can Supercharge Your Business Productivity appeared first on CXService360.
Experience Investigators
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships.
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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
Customer Think
APRIL 23, 2024
Behind every great customer experience (CX) is a happy, satisfied customer. According to Zendesk’s 2023 CX Trends Report, 60% of consumers choose to purchase from a brand over another based on the service they expect to receive So, it’s no wonder that more and more companies are focused on providing the best customer experience.
TeamSupport
APRIL 23, 2024
In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.
NGDATA
APRIL 25, 2024
The need for more diversity in leadership positions in the banking industry is concerning. Commitment to diversity should start with the bank's board of directors, as having a balanced board is critical for women to advance into the C-suite. Bank leadership teams must understand the differences between men and women and the "confidence gap." By doing so, banks can better position themselves to understand and capitalize on the market opportunity.
Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Zonka Feedback
APRIL 26, 2024
Traditional methods of feedback analysis have enabled businesses to process feedback, fetch trends, predict behavior, and even assess pain points for several years. However, these platforms struggle to keep pace with the sheer volume and complexity of the feedback data pouring in from different data sources.
Customer Think
APRIL 19, 2024
Short-form video content has emerged as a crucial tool for brand growth. Not only has it been recognized as the most popular and effective social media content format, but a significant portion of marketers (33%) are investing more in this strategy than any other.
SurveySensum
APRIL 22, 2024
In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. Cybersecurity plays an important role in building and sustaining this trust. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era.
NGDATA
APRIL 25, 2024
The proposed American Privacy Rights Act (APRA) aims to establish national consumer data privacy rights and set standards for data security. While America's Credit Unions expressed general approval of the legislation, they have concerns about the GLBA exemption, federal preemption, and private right of action. Nussle suggested three areas that could be addressed to better help credit unions.
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.
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