Zendesk

MARCH 7, 2024

What is workforce optimization? Businesses today walk on a tightrope when it comes to customer service and efficiency. Businesses today walk on a tightrope when it comes to customer service and efficiency. Here’s how these variables mix to form a comprehensive WFO strategy.

AI 52

AI Customer Satisfaction CX Construction 52

Logicalware

APRIL 17, 2024

The financial landscape is evolving, and with it, the expectations on financial services to deliver not just products, but value, understanding, and care to their clients. For contact centres operating within the financial services sector, this has marked a significant shift towards more consumer-centric operations.

Compliance 52

Compliance Finance CX Customer Service 52

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Just like a hapless tourist, customers are eager to share details of their experience.

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. What happened? We’ll cover: What is customer experience research?

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Lumoa

MARCH 3, 2023

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? Here are the main takeaways.

CX 83

CX Customer Loyalty Customer Satisfaction Engineering 83

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

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. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 52

Net Promoter Score CEM CX Customer Experience 52

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. What are customer experience savings?

Customer Experience 118

Customer Experience CX Sales 118

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

B2B 118

B2B Customer Feedback Start-ups B2C 118

Zendesk

JANUARY 17, 2024

What is intelligent customer experience? Intelligent customer experience (ICX) is how a business uses artificial intelligence (AI), automation, and data to provide personalized and proactive experiences. The ICX is a revolutionary way for businesses to exceed customer expectations and enhance their bottom line at scale.

Customer Experience 52

Customer Experience Omnichannel AI E-commerce 52

Fonolo

MAY 30, 2023

Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. Improved customer satisfaction and increased agent productivity.

Contact Center 106

Contact Center Customer Satisfaction CX CRM 106

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. SaaS businesses have the unique responsibility of providing both basic and technical support.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

Customer Service Life

JULY 23, 2021

You just never know what will happen and you want to be prepared! It got me thinking about customer service and how, when working with customers, we may not always know what will happen and we need to be ready for anything. What’s in your Customer Service Oh Sh*t Kit ?

Customer Service 132

Customer Service Education Customer Feedback CX 132

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. Quotes: “Customers are like water.

CX 103

CX Customer Service Sales Customer Experience 103

Fonolo

SEPTEMBER 21, 2023

Don’t fret — the simple suggestions and methods discussed in this guide will get you started. Set your KPIs You can’t change what you don’t measure. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Look after your people.

Net Promoter Score 87

Net Promoter Score Contact Center Scorecard Construction 87

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. Essential CX Metrics for Success 1.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Execs In The Know

NOVEMBER 22, 2022

When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem. And more importantly, how can you capture this incredible opportunity before your competitors do?

Contact Center 98

Contact Center CX Technology Technology 98

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. This is especially true when it comes to serving your customers. This article looks at how customer service can be optimized for better results. So what can be done?

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Zendesk

MARCH 18, 2024

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. OK, so let’s go back to my initial statement: employee experience drives customer experience.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Zendesk

FEBRUARY 23, 2024

What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. Picture yourself on a guided fishing trip, armed with your fishing rod, bait, and guidance from a professional angler.

Touchpoint 52

Touchpoint Social Media Customer Journey Map Sports 52

Zendesk

JANUARY 25, 2024

What is an AI call center? An artificial intelligence (AI) call center is a customer service operation that uses AI technologies to manage customer inquiries, interactions, and tasks across voice and digital channels. AI in call centers enhances customer satisfaction by helping teams offer faster support.

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

Zendesk

FEBRUARY 29, 2024

What is revenue churn? Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. More in this guide: Why is revenue churn rate important?

Customer Retention 52

Customer Retention Customer Acquisition Artificial Intelligence CX 52

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. But what kind of questions should you include? But what kind of questions should you include?

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Zendesk

AUGUST 3, 2022

But with more people doing their business and their banking online than ever before, it is challenging for fintechs to differentiate their offerings from traditional financial service providers who have online offerings as well. Needless to say, customer expectations are sky-high, but not all companies are keeping pace.

CX 98

CX Omnichannel Start-ups Customer Service 98

Zendesk

OCTOBER 19, 2023

What is a service desk chatbot? A service desk chatbot can provide 24/7 support to employees and customers, quickly answering various queries, from internal IT requests to customer questions. In business, helping to fix a customer or employee issue is kind of like solving a mystery.

Artificial Intelligence 52

Artificial Intelligence AI Start-ups Customer Satisfaction 52

Zendesk

APRIL 20, 2023

Quite the contrary, when human agents and AI join forces, they form a powerful CX team—one that builds on their strengths, while minimizing their weaknesses. What results in a better experience for all involved. What results in a better experience for all involved. For CX, AI is already having immediate impact.

AI 96

AI CX Artificial Intelligence Start-ups 96

Zendesk

OCTOBER 20, 2023

The right customer service plan is like the Infinity Gauntlet in the Marvel Universe. Similarly, a customer service plan captures and displays the crucial elements of customer service in a living document. The plan gives your business a blueprint to achieve your customer service goals.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. and enhanced customer understanding techniques to examine your customers’ journey with your brand.

CX 52

CX Innovation Customer Experience Customer Service 52

SurveySensum

DECEMBER 26, 2023

What would you choose? A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. Matt Beckwith : Yes!

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

SurveySensum

FEBRUARY 16, 2023

Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. It leads to biased customer feedback. This results in biased responses, which is not suitable for a customer-focused organization.

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

Zendesk

JUNE 17, 2022

A customer might love your product or service, but the real test comes when they reach out to your support team. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience. High-touch service examples.

Customer Service 98

Customer Service Start-ups Gaming CRM 98

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand.

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Are You Asking the Right Customer Experience Questions? Winning Customer Loyalty With Real-time Refunds by Irina Ionescu.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Customer Experience 83

Customer Experience CX Net Promoter Score Unstructured Data 83

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