Customer Think
JUNE 9, 2023
Thanks to investments in process, data capabilities, advanced analytics and new generation channel technologies, digital touchpoints are becoming more integrated and ubiquitous than ever before. Brands have never had more opportunities to engage with consumers in a meaningful, relevant, timely and targeted way.
SurveySensum
JUNE 9, 2023
You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product. And you’ve not even opened the product yet so, how can you even think of recommending it, right? Also, instead of asking about your satisfaction level with the delivery of the product, they are asking about the recommendation.
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Customer Think
JUNE 9, 2023
Another one bites the dust. After years of struggles, Bed Bath & Beyond filed for Chapter 11 bankruptcy protection – and initiated store closings. The news spells the imminent end of another iconic institution while spurring another wave of discussion about the future of retail.
Execs In The Know
JUNE 9, 2023
Welcome to a new era of call centers, where cutting-edge Artificial Intelligence (AI) technologies are revolutionizing the customer service landscape. Gone are the days of long wait times, repetitive processes, and frustrating customer experiences. Today, AI is paving the way for personalized, efficient, and engaging interactions that leave customers delighted and businesses thriving.
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.
Customer Think
JUNE 9, 2023
A decade ago, Google’s researchers, Kerry Rodden, Hilary Hutchinson, and Xin Fu, published a paper on how to measure the UX of web applications. Their principal objective was to clarify how product goals can be mapped to metrics in order to improve the customer experience. This was the genesis of Google’s HEART framework.
CX Network
JUNE 9, 2023
These are the key trends CX Network’s research has identified as having the biggest impact on customer loyalty this year
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
DMG Consulting
JUNE 9, 2023
CCaaS Market Drivers and Inhibitors June 2023 With a 21.3% increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (I
Customer Think
JUNE 9, 2023
You know that a business trend has become more than hype when the headlines start talking about ‘investor concern.’ When the people investing in companies are worried about a particular trend then there will be consequences. As you might expect, the trend in question is generative artificial intelligence (AI).
MyCustomer Experience
JUNE 9, 2023
The pandemic has changed the world in many ways, with the evolution of consumers behaviour online being a crucial shift for brands looking.
Customer Think
JUNE 9, 2023
Early May, technology vendor Zoho conducted its annual signature event Zoholics in Austin, TX. During this event, Marshall Lager and I had the opportunity to have a conversation with Jason Yoffy, director of engineering at RJG, a tr.
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.
Uplifting Service
JUNE 9, 2023
[link] My team and I don’t offer customer service “training.” Instead, we provide education that supports self-sustaining service cultures. Here’s why that distinction matters… Strong service cultures are ALWAYS improving. They have to, because industry standards and customer expectations are always evolving. To meet (and exceed!) those expectations, your team needs to be educated and empowered to make a difference when it comes to service.
Customer Think
JUNE 9, 2023
I recently read a blog post by Dave Trott and was blown away by the story of Bertha Benz and the role she played in the wide-spread adoption of motor vehicles. You can read his post here. The story, in short, is as follows: Karl Benz built.
DMG Consulting
JUNE 9, 2023
Question: What contact center solutions can help agents deliver a great CX and boost productivity? Answer: Here are a few to consider: Real-time guidance (RTG): provides agents with easy-to-follow procedures and information that enables them to resolve inquiries properly, handle objections, close sales, and increase collections. These applications also enhance soft skills such as communicating appropriate levels of empathy and professionalism.
Customer Think
JUNE 9, 2023
Introduction In today’s cutthroat app market, selling an app idea requires more than just a compelling pitch. It demands the ability to captivate users and foster strong customer engagement.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Think
JUNE 9, 2023
Online shopping, already popular before the recent pandemic, has become a permanent purchasing medium for many customers. Online sales topped $211.7 billion during the 2022 holiday shopping season, a record reflecting the centrality of online shopping and its impact on the retail ecosystem.
Customer Think
JUNE 9, 2023
Built over five years of dedicated research, Chatsimple offers an unparalleled service - a chatbot powered by your website data and informed by your business instructions.
Customer Think
JUNE 9, 2023
June 06, 2023 Add to rss feed Having a customer centri.
Customer Think
JUNE 9, 2023
June 06, 2023 Add to rss feed The entire world is talk.
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.
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