Adrian Swinscoe
OCTOBER 3, 2023
Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe.
eglobalis
OCTOBER 3, 2023
How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.
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Customer Think
OCTOBER 3, 2023
Did you know that companies that get personalization right earn 40 percent more revenue from those activities than average players? In fact, among industries in the US, transitioning to top-quartile performance in personalization would lead to more than one trillion dollars in value, according to McKinsey & Company.
Help Scout
OCTOBER 3, 2023
Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.
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
OCTOBER 3, 2023
Today’s world has become accustomed to everything being just one click away – including customer service. Customers are no longer used to waiting around for anything and can seek assistance through one of the many smart devices available on the market to cut back on time they think may be wasted waiting.
Zonka Feedback
OCTOBER 3, 2023
Businesses seeking to gather usable data from their target audience would be best served by using surveys. That said, crafting an effective survey is more of an art than a science.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
SurveySensum
OCTOBER 3, 2023
Sarah, a dedicated automotive repair shop owner, was determined to take her business to the next level. She realized that along with top-notch service, it is also important to understand customers’ needs and satisfaction. Sarah initiated a customer satisfaction survey to gather insights on automotive customers’ experiences. Crafting the survey, she carefully selected questions to capture the essence.
Customer Think
OCTOBER 3, 2023
When two 800-pound gorillas fight over the same prized banana, the key to victory isn’t the size of the blows; it’s the delivery. And Walmart is delivering a lot of blows against Amazon. Will they land? Take the former Walmart rewards initiative for subscribers of Walmart+, a direct competitor to Amazon Prime.
Experience Investigators
OCTOBER 3, 2023
Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? We’ve got you covered! This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. You’ll hear some insights and practical advice on why and when to refresh these important tools.
Customer Think
OCTOBER 3, 2023
My two favorite Muppets were Statler and Waldorf. You might remember these were the two old guys that sat on the balcony and heckled the show. However, instead of cleverly improving the comedy of the vaudeville-style variety show in the 70s, I will heckle the restaurant experience.
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
OCTOBER 3, 2023
HoduSoft Earns a Remarkable Spot in CIO Insider Magazine's Top 10 UC Providers of 2023 In today’s rapidly evolving communications technology landscape, a large number of organizations are shifting towards Unified Communications (UC) solutions. As per a report , The global market for unified communications was valued at $113.48 billion in 2022 and is projected to experience a compound annual growth rate (CAGR) of 17.4% from 2023 to 2030.
Customer Think
OCTOBER 3, 2023
Harnessing the power of artificial intelligence (AI) is imperative to future-proof customer experience automation. However, the modern contact center’s greatest challenge is the prevalence of “closed platforms” that limit an organization’s choice of data, AI, and best-of-breed applications.
Experience Investigators
OCTOBER 3, 2023
Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways? A lot of customer experience teams focus on collecting surveys. And they send the same surveys each quarter or year, like clockwork. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.
Customer Think
OCTOBER 3, 2023
Empowering Education The Impact of Student Feedback[/caption]Effective teaching is a dynamic process that continually evolves with the changing needs of students and advancements. One such invaluable source of insight for educators is feedback. When it comes to improving teaching, collecting feedback from students is an often-underutilized treasure trove of information.
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Logicalware
OCTOBER 3, 2023
It’s no secret that customers want to feel valued when interacting with your business. In fact, 65% of customers find a positive experience to be more influential than great advertising. The crucial role of empathy in customer experience As customer expectations are on the rise and a prevalent empathy gap is affecting the market, there has never been a better time for your business to deliver empathetic customer experiences.
SugarCRM
OCTOBER 3, 2023
In today’s business world, the allure of partnering with a large CRM vendor can be tempting. They often promise expansive product portfolios, robust support structures, and the reassurance of a well-established brand. However, what many companies fail to recognize are the hidden costs and potential compromises associated with these partnerships.
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