Callminer
APRIL 30, 2024
Most companies still grapple with how to effectively collect and use customer data. This blog offers tips for cutting through the noise and use insights to drive meaningful business improvements?
Adrian Swinscoe
MAY 1, 2024
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post The Generative AI landscape: The good, the bad and the boring – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
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Futurelab
APRIL 29, 2024
#NoBullshitCX #20yearsFuturelab “Ask stupid questions.” Einstein famously remarked, “Insanity is doing the same thing over and over and expecting different results.”A US newspaper publisher reminded me of this quote when they contacted us, a European company, to help them navigate industry disruptions. Why us? Apparently, a streak of nigh-identical US strategy consultants failed to deliver any results.
Lumoa
APRIL 28, 2024
Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.
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.
Execs In The Know
MAY 1, 2024
It’s May, Mental Health Awareness Month, so just checking in… “How are you doing?” This is a time to raise awareness about mental health’s impact on a person’s overall well-being. Amid daily life and the ongoing stressors from global events, prioritizing mental health is more crucial than ever. In fact, according to Calm’s 2024 Voice of the Workplace Report, there’s a lot of work to be done: a staggering 69% of survey respondents said their mental health stayed the same or got worse in the
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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
Heart of the Customer
APRIL 29, 2024
Building Your Customer Experience Dream Team Starting Out As the leader of a customer experience team, you want your team to be the best it can be. But what makes some teams rise above the rest? What can you do to truly unlock your business’s potential? And most importantly: how can you prove your success? […] The post From Vision to Execution: Building Your Customer Experience Dream Team appeared first on Heart of the Customer.
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.
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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.
Customer Think
APRIL 30, 2024
AI projects are increasingly running into a brick wall when it comes to getting meaningful, measurable results. The best way to measure impact is to understand what information is needed to support a specific process. One process or lifecycle that is important to all parts of the organization is the customer experience.
ECXO
APRIL 29, 2024
he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Join us on May 15th, 2024, at 4 PM CET | 3 PM GMT | 7 AM PST. Subscribe here: [link] The European Customer Experience Organization (ECXO) is an Open Access CX professional business network: Become a member here: [link] Want to learn more about CX ROI?
Zonka Feedback
APRIL 30, 2024
Survey responses are invaluable for understanding customer sentiments and improving products or services. But sifting through endless survey responses to make sense of scattered feedback can be overwhelming. That's where multiple-choice questions come in.
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.
The DiJulius Group
MAY 1, 2024
There’s a future where captivating presentations and innovative branding strategies set your business apart. On this episode of The Customer Service Revolution, John and guest Chris Kocek, CEO of Gallant Branding, share the secrets to delivering presentations that will engage your team and ignite a shared vision that eclipses price wars. Chris brings his wealth.
Experience Investigators
APRIL 30, 2024
As the lights dim and the curtains part, understanding the intricate ballet of customer experience (CX) takes center stage. Let’s embark on an insightful exploration of CX in the live entertainment industry. In this episode, we tackle the challenge of crafting those electrifying moments that leave audiences craving more and performers feeling right at home.
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.
Execs In The Know
APRIL 28, 2024
On September 24-26, Customer Response Summit (CRS) will be held at the stunning JW Marriott Desert Springs Resort & Spa. This year’s Summit promises an inspiring and exciting lineup of 30+ sessions, bringing together CX leaders from globally renowned brands to learn, share, network, and shape the future of CX. Prepare to be captivated by the immersive sessions and hear firsthand as industry CX leaders get real about their challenges, bold initiatives, and success stories.
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?
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.
The DiJulius Group
APRIL 29, 2024
Using Customer Journey Mapping to Create Your Brand’s Signature Experience What is a Customer Journey Map, and why do you need one? Discover the importance of a customer journey map and how to build one, plus examples and templates to create your own. A well-thought-out customer journey map will enable you to establish a signature. Read Full Article The post Customer Journey Map appeared first on The DiJulius Group.
Customer Experience Matrix
APRIL 26, 2024
Has anyone asked you recently about the past, present, and future of Customer Data Platforms? No? That's odd; people ask me those questions all the time. Here are my current answers. It’s eleven years since the term “customer data platform” appeared in 2013. What stages has it gone through over that time? The first stage was just to recognize that CDP was a separate category of software.
Customer Think
APRIL 30, 2024
IDT started to use Zoho around 7 years ago for its internal startup NRS. The scope was customer care with the objective of enabling the business to respond to quick and effectively to customers.
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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
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.
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.
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.
Customer Think
APRIL 30, 2024
The latest edition of the International Journal of Sales Transformation focuses on the critical role that trust plays in sales. Here’s my contribution: Trust is an essential foundational element in any sales environment – and it can (and must) take many forms.
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.
Help Scout
APRIL 30, 2024
Unlock the potential of your customer service with analytics, and explore data-driven strategies to improve your business operations.
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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