Adrian Swinscoe
SEPTEMBER 7, 2021
Organizations are often fraught with gaps in perception, and many of these impact their ability to improve both the customer and employee experience. Bain is responsible […]. The post Digital teams suffer from a perception gap that hinders customer experience improvement efforts first appeared on Adrian Swinscoe.
Fonolo
SEPTEMBER 7, 2021
When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software. This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality.
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Uniphore
SEPTEMBER 7, 2021
Digital servicing has given CX teams the ability to conveniently and efficiently reach out to more customers, and COVID-19 has enabled many companies to adopt digital platforms at scale. But there’s an inherent danger with focusing completely on digital: losing the empathy of the human touch. Dipu KV , President & Head of Operations and Customer Service at Bajaj Allianz General , talks about how the focus in CX is on transitioning from digitizing the physical, to humanizing the digital.
Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
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The DiJulius Group
SEPTEMBER 7, 2021
We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings. That’s the way it works in your organization, Read Full Article. The post Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?
Totango
SEPTEMBER 7, 2021
B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
MyCustomer Experience
SEPTEMBER 7, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 7th Sep 2021. By Neil Davey Managing editor.
Customer Think
SEPTEMBER 7, 2021
Last week, Y Combinator held their Demo Day(s) for their Summer 2021 cohort. This was a massive graduating class: 377 startups from 47 countries. You can read a quick overview of all 377 (!) on TechCrunch, split across part one and part two. I read thr.
Zonka Feedback
SEPTEMBER 7, 2021
SMS is an excellent way of conveying your message in a concise and simple manner. SMS is effective and common for everybody, whether it is sending a personal message or a piece of business information. Businesses use SMS for sending marketing messages, product updates, payment due reminders, notifications related to delivery, payment made, or any information related to the business and customers.
MyCustomer Experience
SEPTEMBER 7, 2021
GAs a customer, do you take good, service-minded experiences for granted? If you do, you are not alone. Today, the excellent customer. 10th Sep 2021. By Jesper Krogh Jorgensen CEO.
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.
CX Network
SEPTEMBER 7, 2021
A former FTSE-100 CEO shares his reactions to the Business Transformation Leadership framework.
SugarCRM
SEPTEMBER 7, 2021
“What do you guys do to keep your customers happy?” . It starts with a great product that people love and that rarely has issues or bugs. However, we all know that even the best products and services will eventually have issues. It’s how the customer is treated under these circumstances that defines a great customer service experience. Some people believe it’s a numbers game.
1 to 1
SEPTEMBER 7, 2021
Outsourcing and managed services are appealing options for many companies at a time when workforces are stretched thin. But don’t be fooled—these terms aren’t interchangeable. Both involve receiving business services from a third party but determining which of the two options is the better fit could make the difference between a thriving company versus just staying afloat.
Shep Hyken
SEPTEMBER 7, 2021
Digital Customer Service. Transforming Customer Experience for an On-Screen World. Shep Hyken interviews Rick DeLisi and Dan Michaeli, authors of Digital Customer Service: Transforming Customer Experience for An On-Screen World. They discuss why customer-centric companies need digital transformation. Top Takeaways: Digital Customer Service is about interactions that take place on-screen or have a component of on-screen enhancements (on-screen automation, on-collaboration, on-screen communication
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Zendesk
SEPTEMBER 7, 2021
What is run rate? A run rate is a rough estimate of a company’s annual earnings based on monthly or quarterly financial performance data. Often called an annual run rate, or ARR, this number is usually calculated by taking the revenue results (using a revenue formula ) from either a single month or a single quarter and annualizing the sales data to forecast what the company’s total profits will be that year.
Zendesk
SEPTEMBER 7, 2021
There’s nothing more frustrating than making a purchase and discovering you don’t know how to use the item you just bought. The situation can be equally upsetting for the business selling a product or service. If a customer doesn’t know how to use it, they won’t see its value—a recipe for churn. This is why customer tutorials are a valuable tool in your company’s mix of marketing and customer support content.
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