DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Customer Think

OCTOBER 13, 2023

Economics isn’t just about numbers. It’s about humans, behaviors, decisions, and emotions. While writing my book Leading the Starbucks Way, I took a deep dive into a branch of economics referred to as “behavioral economics.” Research in this sub-category reveals how emotion profoundly impacts consumer decisions and how emotionality plays a pivotal role in determining… The post Emotional Economics: Crafting Deeper Connections with Those You Serve appeared first on Joseph Michelli | The Miche

Customer Loyalty 72

Customer Loyalty 72

Zonka Feedback

OCTOBER 13, 2023

Survicate is a well-known customer survey tool that is specifically designed to enable businesses to c ollect customer feedback and analyze the results effortlessly.

Customer Survey 59

Customer Survey Customer Feedback Customer Experience 59

Customer Think

OCTOBER 13, 2023

Since the early 1960s, TV viewers have been fascinated by the futuristic way of life depicted in Hanna-Barbera’s iconic animated show The Jetsons. What stands out most in the series is how quirky machines and robots are part of everyday family life, creating all sorts of new conveniences and experiences.

AI 72

AI Technology Technology 72

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

RateMyService

OCTOBER 13, 2023

Simply collecting feedback is not enough; organizations must establish a robust “close the loop” process to effectively utilize customer feedback and make customers feel appreciated. In today’s fiercely competitive business landscape, customer experience is a critical differentiator. Brands that actively engage with feedback , resolve issues and drive continuous improvement are better positioned to deliver exceptional customer experiences, consistently outperform their competitors and fuel susta

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

Customer Think

OCTOBER 13, 2023

As a B2B company, much of your success depends on your ability to generate and facilitate trust with your clients. The more people trust you, the more likely they are to do business with you and continue doing business with you in the future. The question is, how do you increase this trust?

B2B 59

B2B Customer Loyalty 59

Customer Think

OCTOBER 13, 2023

This article was first published (as “Addressing Underperformance” in the October 2023 edition of the always excellent International Journal of Sales Transformation (link below). It would be an exceptionally lucky or gifted sales manager who has never had to address the issue of underperformance at some stage in their management career.

Sales 59

Sales 59

Zendesk

OCTOBER 13, 2023

The most successful sports teams have reliable playbooks—which use tested strategies to improve a team’s chances for success—that coaches and athletes can reference for nearly every situation. So too can businesses create their own playbook and implement it into their customer success strategy. Customer success playbooks provide step-by-step instructions that outline the best practices for achieving specific goals.

Touchpoint 52

Touchpoint Customer Journey Map Sports Construction 52

Customer Think

OCTOBER 13, 2023

It was announced this week that to ensure that the company hits its diversity and inclusion targets BT (British Telecom) was to reduce staff and move many jobs from rural districts to city centres. But will these changes have a positive or negative effect on customers and how will BT know?

60

60

MyCustomer Experience

OCTOBER 13, 2023

The focus on generative AI is a hot topic and it’s feeding uncertainty as organisations like OpenAI and DeepMind are continuing to innovate.

AI 52

AI Technology Technology Innovation 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