Adrian Swinscoe

AUGUST 25, 2023

Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega first appeared on Adrian Swinscoe.

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CX Network

AUGUST 25, 2023

Key learnings around generative AI, customer trust and new regulations from All Access: CX Financial Services 2023

Finance 96

Finance CX AI 96

Helpt

AUGUST 25, 2023

Introduction Ah, the temptation of cutting costs. It's something every business owner faces, especially in the beginning when you death stare at your funding while it slowly creeps toward zero. Picture this: you scan down the budget sheet, and there it is—tech support. You might think, "Well, how difficult can it really be? Why pay some random person to handle my customers?

Gambling 52

Gambling Customer Satisfaction Start-ups Customer Retention 52

CX Network

AUGUST 25, 2023

Michelle Martinez, former head of CX at Wayfair on how great employee experiences lead to business growth

Customer Experience 98

Customer Experience Business Growth CX 98

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.

Technology

Zendesk

AUGUST 25, 2023

In their early days, startups typically go through multiple rounds of funding. From brand awareness campaigns to product development–and much more—tackling these and other business milestones are usually easier to accomplish with external funding. In some cases, however, certain startups manage to achieve success without any outside funding. David Cummings, co-founder of Pardot, joins this week’s episode to talk about the tremendous success of his startup.

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B2B Engineering 52

CX Network

AUGUST 25, 2023

How brands across APAC are driving omnichannel advances to improve customer retention and loyalty

Omnichannel 93

Omnichannel Customer Retention 93

Customer Think

AUGUST 25, 2023

Brands are quickly finding out that the customer service strategies that worked with other generations don’t work with Gen Z. By and large, Gen Z’s preferences are so unique that they require novel tactics. Businesses that can both learn what those preferences are as well as make pivots will earn Gen Z loyalty.

Customer Service 52

Customer Service Customer Loyalty Customer Experience 52

Customer Think

AUGUST 25, 2023

Employee off-boarding: What is it? Why is it so important? What does it entail? What are design considerations of an employee off-boarding program? And more. This is the first part of a two-part series. The post Employee Off-Boarding: Are You Taking It Seriously? appeared first on CX Journey™.

CX 52

CX 52

Customer Think

AUGUST 25, 2023

Now, more than ever, what consumers think about your brand matters. Post pandemic, online reviews and review websites have become more significant than before, due to the rise in online shopping over the last couple of years.

Customer Loyalty 52

Customer Loyalty 52

Customer Think

AUGUST 25, 2023

Competition amongst travel websites is brutal today. Everyone wants to optimize their site for conversion, but the experience of booking travel is so much more than that. The way that customers book their transportation and accommodations has changed. Travel booking is all about emotion.

Transportation 52

Transportation Customer Experience 52

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.

Customer Loyalty

Customer Think

AUGUST 25, 2023

The need to drive customer loyalty through digital interactions has never been higher. Executives surveyed by McKinsey on average expect digital revenues from e-commerce to represent 31% of total sales by 2024—up from 20% in 2022.

E-commerce 52

E-commerce Customer Loyalty Sales 52