Thu.Aug 04, 2022

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Customer Service Recovery – You’re doing it wrong

Shaun Belding

We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word. Instead, it could be the same old human biases coming out in ones and zeroes but given a new authority it might not have earned. We discussed this on a recent podcast with our guest, Broderick Turner, Ph.D., Assistant Professor of Marketing at Virginia Tech.

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Product Management Trends That Are Here to Stay

Zonka Feedback

While many trends come and go quickly, some stick around longer than others. In product development, marketing, sales, and management, contemporary trends are influenced by a myriad of factors. Mostly, however, it will be consumer demand and behavior that will influence the product management roadmap of a company and entice business leaders to either change their approach or stick with what works.

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How to Monitor Call Center Performance

Fonolo

Imagine a month of perfect performance at a call center: Agents take incoming phone calls like clockwork. Customers feel satisfied and drive up net promoter scores. Stakeholders are happy with your quarterly reports and ability to meet call center goals. You have enough staff to handle peak call volumes every day. Agent attrition is at an all-time low.

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From Data to Decisions: Maximizing Retail Potential with AI

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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AI is Just Opinions Written in Code

MyCustomer Experience

AArtificial Intelligence (AI) is such a promising technology. It's so exciting that I worry a little that people treat it like magic. 4th Aug 2022. By Colin Shaw Founder & CEO.

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A Lifetime Partnership

Uplifting Service

[link]. Great service goes well beyond just a mere moment of exchange between the service provider and their customer. Its foundations are built upon a deep understanding of the customer’s needs and desires and successfully meeting these requirements in a highly satisfying manner through a memorable service experience enriched with meticulous attention to detail and comprehensive research.

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Martech in the Apolocalypse

Customer Experience Matrix

I once read that the most accurate weather forecast is tomorrow will be the same as today. That may or may not be true, but it doesn’t matter: because what’s really important is predicting when the weather will change. That’s what warns you to bring an umbrella for the afternoon when it’s sunny in the morning, or buy milk before a blizzard, or evacuate before a hurricane.

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The Power of a Perception Point

Uplifting Service

[link]. Want to create a customer service experience that OTHER organizations envy? You’ll need to get creative – and you’ll need to view EVERYTHING from your customer’s point of view. That’s what my clients at Changi Airport in Singapore did. Using my Perception Points framework, Changi evaluated the international arrival experience. They identified the most STRESSFUL point in the arrival process.