Zendesk

SEPTEMBER 15, 2021

Digital customer experiences are critical for surviving in a connected world. According to a survey of C-suite executives, more than 70% of CIOs increased investments heading into 2021 to improve customer experience. With a good customer experience, your customers also expect security and privacy.

CX 97

CX E-commerce Machine Learning Social Media 97

Zendesk

JANUARY 18, 2024

AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. As we continue to learn more about the impact of AI , businesses must keep transparency in AI top of mind, especially when it comes to the customer experience (CX).

AI 52

AI Artificial Intelligence Legal Machine Learning 52

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. Gaining Trust Through Data Security.

Customer Service 81

Customer Service Compliance Start-ups AI 81

Callminer

JULY 22, 2020

Whether a situation calls for a company to let go of their employees, or instead, some of their customers, it can be tough to convey the appropriate tone and delivery to those affected. For call centers, there are various ways that termination letters can be created to align with legal best practices and company needs.

Legal 182

Legal Customer Service Compliance Contact Center 182

Execs In The Know

JUNE 14, 2023

With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.

ML 52

ML Artificial Intelligence Education AI 52

Comm100

MAY 16, 2023

Hackers now look for vulnerable institutions to tap into a wealth of data and the numbers support this worrying trend. Confidential research data Most higher ed institutions run highly confidential research programs that are often monitored by foreign agencies.

Education 79

Education Engineering Compliance 79

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. A recent stat shows that almost 90 percent of customers feel that the experience is as important as the product or service. Read on to know more.

Net Promoter Score 52

Net Promoter Score AI Start-ups Contact Center 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Lightico

MARCH 19, 2024

The UK car finance industry is currently facing a significant challenge as the Financial Conduct Authority (FCA) investigates past lending practices. This meant that a salesperson could potentially earn more money by pushing loans with higher interest rates for customers, regardless of their financial situation.

Finance 52

Finance Compliance Data Entry AI 52

Aquire

SEPTEMBER 2, 2021

In a world awash with information, customer data management has become more important than ever. And the potential benefits of this big data revolution are huge — for both companies and customers alike. It’s driving the personalization of customer interactions and helping businesses make better, data-driven decisions.

Data Entry 97

Data Entry Government Healthcare Customer Relationship Management 97

Intercom, Inc.

JANUARY 5, 2022

There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. An aerospace engineer turned entrepreneur, Adam learned early the best way to earn trust was proving you deserve it. You can’t grow your business if your customers don’t trust you with their sensitive data.

Compliance 211

Compliance Engineering Start-ups B2B 211

CSAT.AI

JULY 19, 2023

This year, the 2023 Customer Rage Survey indicates customers are experiencing more problems and 79% will complain about them. 1) Reduce Consumer Problems One of the reasons customers are angry according to the 2023 Customer Rage Survey is because they are experiencing more product and service problems than ever.

Sentiment Analysis 74

Sentiment Analysis AI Contact Center CX 74

Fonolo

JANUARY 6, 2022

As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. Call centers are at a higher risk of facing data breaches in the wake of COVID-19. We’ve put together a detailed guide to help you get started!

Contact Center 81

Contact Center Start-ups Finance Healthcare 81

Execs In The Know

OCTOBER 15, 2023

AI can automate activities, offer highly tailored customer interactions, and provide important insights. These highlight the critical importance of operationalizing AI with CX at scale for businesses to stay competitive and thrive in the evolving landscape of technology and customer expectations.

AI 52

AI Artificial Intelligence CX Compliance 52

SurveySensum

DECEMBER 12, 2023

Customer feedback surveys give you insights into understanding their needs and hence improve business products and services. However, the problem is that customer feedback surveys can be vulnerable to malicious attacks. That means it is important that you take care of all security measures to strengthen customer’s data.

Customer Survey 52

Customer Survey Legal B2C Compliance 52

Knowmax

APRIL 21, 2022

The moment that dwindles, organizations begin losing precious customers and, by domino effect, suffer from poor brand recall. Do you know 69% of customers who plan to leave their bank say it was due to poor service rather than poor products? How robust knowledge management for BFSI customers is beneficial? Self-service.

Omnichannel 52

Omnichannel AI Touchpoint CRM 52

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Execs In The Know

NOVEMBER 30, 2021

In October, Execs In The Know held its Fall 2021 Customer Response Summit (CRS) event featuring nearly two dozen online, virtual sessions including engaging panels, a featured case study, highly informative Shop Talks, and five powerful keynote presentations. To make a real difference, a CCO must be empowered. Moderator: Sav Khetan, Tealium.

Close the Loop 98

Close the Loop Compliance CX Innovation 98

Intercom, Inc.

DECEMBER 8, 2020

Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics?

Customer Satisfaction 211

Customer Satisfaction Customer Expectations Machine Learning Start-ups 211

Zendesk

OCTOBER 9, 2023

According to the Zendesk Customer Experience Trends Report 2023 , 73 percent of consumers expect more interactions with AI in their daily lives and believe it will improve customer service quality. Like Spider-Man uses his spidey senses for good, businesses can use AI to improve their customer experience.

AI 52

AI CX Artificial Intelligence Technology 52

Execs In The Know

JULY 1, 2021

On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. This is where technology can level-set conditions and build parity into every customer experience.

Contact Center 98

Contact Center Entertainment Hospitality Hospitality 98

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. Establishing Customer Status and Goals.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

Zendesk

JANUARY 17, 2024

We’re facing a seismic shift in the world of customer experience with rapid advancements in artificial intelligence, data analytics, and other emerging technologies shaking the very foundations of our industry. At Zendesk, we think deeply about the customer experience and how to make it better for every party involved.

CX 52

CX Artificial Intelligence AI Touchpoint 52

Zendesk

OCTOBER 4, 2022

Read on to find out how you can protect data and sensitive information and prevent employees from falling victim to cyber attacks. One of the best times to do this is when you’re onboarding a new product or service. However, customer expectations for security and the number of attacks have continued to rise.

Education 52

Education Start-ups Customer Expectations Technology 52

Zendesk

JUNE 17, 2021

What customers want and what they get might not always align, but the stakes are getting higher for any business that falls short. 80 percent of customers say they’d switch to a competitor after more than one bad experience. Customer expectations have shifted considerably over the past year. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Zendesk

APRIL 1, 2022

The band members face the audience, delivering an experience that creates loyal fans—similar to how your customer success managers (CSMs) work with your customers one-on-one. Customer success operations (CS Ops) is the behind-the-scenes crew that helps customer success managers excel at their jobs. Workflow optimization.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

CommBox

DECEMBER 14, 2023

In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots.

Customer Satisfaction 98

Customer Satisfaction AI Social Media Customer Loyalty 98

Totango

MARCH 31, 2020

Now, you must focus on locking in your core business, your current customers. We are here to help you stay engaged with your customers so you can continue to deliver a great experience for them while they are using your products. You can now install the Voice of the Customer SuccessBLOC from the SuccessBLOC marketplace.

Voice of the Customer 77

Voice of the Customer NPS Customer Loyalty 77

Zendesk

SEPTEMBER 12, 2023

Few can deny the potential of AI to improve customer experiences, but many remain hesitant to trust it. That’s why building customer confidence in AI remains one of the biggest challenges facing CX leaders today. Building customer trust in AI remains one of the biggest challenges facing CX leaders today.

AI 52

AI CX Start-ups Technology 52

Zendesk

NOVEMBER 15, 2021

In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers. What is customer trust?

Social Media 97

Social Media Age of the Customer Customer Feedback Touchpoint 97

Totango

JULY 15, 2021

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations. So, what does a Chief Customer Officer do and why is this role so important?

Start-ups 125

Start-ups Customer Relationship Education Customer Retention 125

Intercom, Inc.

OCTOBER 4, 2018

Innovation doesn’t matter if it can’t be trusted, and that’s why we are committed to ensuring we deliver the highest standards of security for our customers. We aim to constantly deliver the most innovative products to our customers but we know that your trust is fundamental to everything we do. Industry-recognized accreditation.

Compliance 91

Compliance Innovation Engineering 91

Win the Customer

MARCH 7, 2023

In today’s data-driven world, businesses are constantly seeking innovative ways to stay competitive and engage with their customers more effectively. One of the most powerful tools experience professionals have at their disposal is data analytics and machine learning.

Machine Learning 52

Machine Learning Customer Experience E-commerce Compliance 52

Zendesk

JUNE 8, 2021

To ensure customer and business data is always protected, Zendesk combines enterprise-class security features with comprehensive audits of our applications, systems, and networks. That’s why we’re excited to share that Zendesk has been granted the Health Data Hosting (HDS – Hébergeur de Données de Santé) certification!

Compliance 52

Compliance Healthcare Government NPS 52

Zendesk

OCTOBER 1, 2021

According to a 2021 SellCell survey , brand loyalty for Apple customers is at “an all-time high of nearly 92 percent.” Those Apple users already likely spend much of their time in Apple’s Messages app—making it the perfect place for companies to reach customers and provide support. Colin Crowley, Freshly’s VP of customer service.

Customer Service 98

Customer Service Start-ups Gaming AI 98

VOZIQ

OCTOBER 3, 2022

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. But even technology gets old.

Customer Expectations 40

Customer Expectations AI CX Technology 40

VOZIQ

OCTOBER 3, 2022

Customer service stands atop when it comes to running a business. Satisfied customers mean a successful business. With time, customer expectations have pivoted basic to personalization. There is, however, a fine line between personalizing customer service and overdoing it. But even technology gets old.

Customer Expectations 40

Customer Expectations AI CX Technology 40