The Customer Service Blog
JANUARY 17, 2024
The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!!
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.
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Qmatic
JANUARY 17, 2024
The paradigm of what makes a company competitively strong in a market is changing, and how customers and other stakeholders perceive a business is gaining more competitive value than just having a strong and unique product to offer. Improving customer experience becomes a priority for businesses, but it’s important to remember that this is a continuous activity that always needs optimizing.
Zendesk
JANUARY 17, 2024
As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. “What sets this moment in time apart is really the convergence and synergies of capabilities and technologies coming together,” Edwards-Lebair said.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
The DiJulius Group
JANUARY 17, 2024
Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone’s day and the subtle nuances that.
Customer Think
JANUARY 17, 2024
Customer experience (CX) is at the core of every business success. Application developers worldwide should future-proof CX for better value creation. Meanwhile, in web application development, maintaining CX is all about better experiences throughout the user interface. In terms of web application development, software developers can employ existing tools and libraries for enhanced CX.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
JANUARY 17, 2024
Podcast: Play in new window | Download Subscribe: Email | RSS Premise: In this first episode of a new series, which will be focused on leadership, we host a practicing leader – Pankaj Rusia.
Zendesk
JANUARY 17, 2024
Living in a digital world, our concept of community transcends geography to include the virtual spaces from which we connect, share, learn, and grow. This same notion of community has been a part of Zendesk for many years, as Partners in our ecosystem seek one another’s expertise across industries, technologies, and languages. In years past, the Partner team at Zendesk hosted in-person and online Partner events to discuss product roadmaps and features to help customers find solutions to common p
Customer Think
JANUARY 17, 2024
Source: Kogan Page Last November, I published a review of Robert Rose’s new book, Content Marketing Strategy. Rose’s book is one of the best I’ve recently read, and it’s an important addition to our library of content marketing literature.
Zendesk
JANUARY 17, 2024
It’s fair to say that the Zendesk Marketplace is buzzing with app activity. In my four years as Marketplace Operations Manager, the number of apps available has skyrocketed from 927 to 1,542—that’s a leap of more than 600! And it’s not slowing down. We’re currently adding 200 to 300 net apps per year, which begs the question: With so many great options vying for customers’ attention, how can you make your app listings shine?
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.
Hodusoft
JANUARY 17, 2024
Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph.
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. Businesses are rethinking the structure of everything, from their tech stacks to their teams. In just a few years time, these forces will radically transform the pivotal connection between customers getting support and the organizations that provide it.
SurveySensum
JANUARY 17, 2024
Did you know on average, only 33% of people finish those feedback surveys you get after shopping or using a service? That means companies need to catch up on what two-thirds of customers think. After working with many businesses across different industries, this fact got me thinking: Why isn’t having a good survey enough? I soon discovered that people abandon surveys because either they are too long or they ask confusing questions with too much industry jargon.
Customer Think
JANUARY 17, 2024
It’s finally here, 2024 is the year the deprecation of the cookie finally happens. Artificial Intelligence (AI) emerges as the pivotal solution, particularly in reshaping the landscape of programmatic advertising.
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Steven Van Belleghem
JANUARY 17, 2024
The expected results are clear: achieve greater customer loyalty and ensure that your customers also become your ambassadors. This is a double win: loyalty helps companies to retain its customers and the existing customers themselves become the main acquisition channel for new customers. In order to achieve this double win of customer loyalty and ambassadorship, I believe that companies need to take these 6 important steps: Step 1: Convenience – make life easy for customers Step 2: Manage
Customer Think
JANUARY 17, 2024
The news On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform” With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more efficient while maintaining their quality of service.
Execs In The Know
JANUARY 17, 2024
In an era where consumers crave seamless online experiences, the demand for self-service solutions is higher than ever. The landscape is evolving, with customers seeking personalized recommendations , intuitive search capabilities, and intelligent chatbot interactions. Recent surveys indicate that only 15 percent of consumers express high satisfaction with the self-service options provided by businesses today.
Customer Think
JANUARY 17, 2024
Cross-selling – selling similar or related products that complement those that existing customers already have – is one of the most successful sales strategies available. McKinsey research shows that cross-selling can increase sales by up to 20 percent and profits by up to 30 percent.
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
JANUARY 17, 2024
What would you say if I told you Formula 1 drivers train by driving down the track, looking exclusively in the rear-view mirror? Or what if I told you the most successful NFL football teams spend 90% of their practice sessions reviewing old game tapes?
Customer Think
JANUARY 17, 2024
In the classic holiday story “The Gift of the Magi,” the heroine sells her beautiful hair so she can afford to buy her young husband a Christmas gift. In 2023, she’d have used Afterpay or reward points, not scissors.
Customer Think
JANUARY 17, 2024
Are you seeking funding for a truly unique solution and it’s not getting the attention it deserves? Do you have a great solution you’ve created great content for and it’s still not closing as many sales as it deserves to?
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