Thu.Jan 20, 2022

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How to put empathy into action in your customer experience

Adrian Swinscoe

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe.

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A Journey of One: The Future of CX

Heart of the Customer

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.

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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Beyond Philosophy

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. Many of you might think, well, that’s because of COVID. However, that’s just an excuse. The truth is COVID isn’t the only reason that customer satisfaction scores are declining—and you must fix what you can for your organization before it’s too late.

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3 Contact Center Industry Trends You Shouldn’t Ignore

Fonolo

Over the past few years, contact center leaders have had their customer experience, technological innovation, and overall resilience tested like never before. Call center industry trends help us pave a path forward and keep up with the ever-present competition. The first step to success is knowing what to expect. Having the right research to back your strategic decision making will keep your operations alert, competitive, and of course, customer-oriented.

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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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SaaS stacks keep growing. Is there also a relationship between choice and utilization?

Customer Think

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How Generation Z employees will save the world

CX Network

Calabrio's Chief Marketing Officer explores how brands can unlock the potential Generation Z brings to workplaces.

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More Trending

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First Direct Bank Decided to Always Be Available: A Case Study

Customer Bliss

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. But their holistic approach to being there for customers is a winning strategy, no matter the decade. First Direct Bank began in October 1989 (a tough time to start a bank, right?

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Are You Future Intelligent?

Customer Think

Leaders will need to develop skills to translate AI into intelligence that shapes the future Anticipate, readiness, preparedness, forward-looking, foresee, envision, and predict. Powerful words with a common thread in leadership. Le.

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5 Things to Consider Before You Go to RFP in 2022

MyCustomer Experience

5In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on. 20th Jan 2022. By BlueOceanContactCenters.

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8 Tips for Product Discovery that Actually Work

Customer Think

Does your product team sit around with little work to do, wondering what you’re going to do next quarter? Yeah, I didn’t think so. If there’s one thing that product teams all have in common is that they all suffer from the opposite problem – too many things to do. When done right, product discovery […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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WFO/WEM Solutions Prove Their Worth in a Pandemic Economy

DMG Consulting

WFO/WEM Solutions Prove Their Worth in a Pandemic Economy. The world is on a rollercoaster ride as the novel coronavirus continues to whiplash economies. Just when it seems reasonable for people to leave the safety of their homes, new variants appear that threaten many of the hard-won gains. While everyone hopes we are nearing the end of the pandemic, no one knows what the future will bring, and this is driving both confusion and opportunity in many markets.

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Cryptocurrency Exchange: Identity Verification Solutions

Lightico

As cryptocurrency exchanges become more and more popular, the need for robust identity verification solutions becomes increasingly important. In this blog post, we will discuss some of the best methods for verifying customer identities. We will also talk about how to prevent theft and loss of funds on your exchange. The “KYC” Check. The first step in identity verification is to make sure that you are dealing with a legitimate customer.

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Why is petrol STILL so expensive?

The Customer Service Blog

Across the UK the cost of filling up cars shot up in November when wholesale oil prices rose. But when crude oil prices went down again, costs at the pump did not drop back to previous levels. This has prompted UK motoring organisation, the RAC, to complain that drivers are being overcharged. So, what is going on? Traditionally UK petrol prices have a strong relationship to the price of oil, but there has always been an asymmetry in how price changes are applied.

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The Top 5 Eform Tools for Banking: How They Help Streamline Transactions

Lightico

Banks have been using eform tools for years to streamline transactions. These digital tools help improve communication and organization. Eforms are not only more efficient than traditional paper forms, but they also provide a better turnaround time and claim experience. In this blog post, we will discuss the top 5 eform tools for banking and how they can help your business!

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Capturing customer feedback in physical locations

MyCustomer Experience

CCustomer Feedback at Physical Locations Customer Feedback is important information that every business needs. While most big businesses. 20th Jan 2022. By ArchitJain Sr Content Writer.

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Stop Calling It a Labor Shortage, It Is a Turnover Crisis

The DiJulius Group

We are in the midst of The Great Resignation era. With now over 10 million vacancies, The Great Resignation era is a mass exodus of our workforce voluntarily choosing to quit. This has to be addressed. The Deterioration of Customer Service There are different reasons customer service is deteriorating such as employee burnout, low employee. Read Full Article.

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4 Simple steps to curate your live chat knowledge base

Knowmax

The post 4 Simple steps to curate your live chat knowledge base appeared first on Knowmax.

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How to Achieve CRM Excellence

SugarCRM

Whether you’re implementing CRM new technology or reimagining the processes you have in your existing tools, ensuring that your teams use them consistently and correctly is a key factor in your success. In this webinar with Jana Ferguson, Director of Customer Development and Brie Rowe, Director of SugarU at SugarCRM, we discussed our best practices to ensure CRM excellence.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The Real Reason Customer Experiences are Declining

MyCustomer Experience

TOver the last 20 years, Customer Experience has been a concept embraced by businesses. However, despite this emphasis on providing. 20th Jan 2022. By Colin Shaw Founder & CEO.

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Intercom on Product: Speeding back up when momentum drops

Intercom, Inc.

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar.

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Top complaints that made the PissedConsumer list

MyCustomer Experience

TCustomers take to the internet when things go sideways with a company or service provider. Online reviews provide a great way for consumers. 20th Jan 2022. By Joanna Clark Simpson Head of Marketing at PissedConsumer.com.

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Get Featured On DoingCXRight®?

Doing CX Right

Do you have a story about a great customer and employee experience? What CX best practices and leadership lessons can others learn from? Apply to get featured on DoingCXRight®?. The post Get Featured On DoingCXRight®? appeared first on Doing CX Right.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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What the heck is a Chief Customer Officer?

Inside Customer Service

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). It sounds like a positive development, but you're not alone if you don't know exactly what a CCO does.

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Omnichannel Customer Engagement – Lots to Love But How to Choose?

Comm100

The adoption of omnichannel customer engagement has become critical in achieving customer experience (CX) excellence. According to research by McKinsey , “most Gen Z consumers don’t even think in terms of traditional channel boundaries… and they increasingly evaluate brands and retailers on the seamlessness of their experience.” To provide this experience, brands must adopt an omnichannel platform that connects every key channel and the conversations and data within them.

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What is cold calling? Meaning, tips, examples, and techniques

Zendesk

Cold calling: the two scariest words to any sales rep in the industry. For even the most charismatic of souls, this downright medieval practice can conjure nightmares of rejection, exhaustion, and failure. But is that the whole truth? Almost every business still uses cold calling tactics, so there must be some value in reaching out to chilly leads. It might be hard to believe in this era of open information and emotion-based sales, but cold calling still has an important place in the business wo

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The Ultimate Guide to an Awesome Customer Service Strategy

Aquire

With more and more brands for potential customers to choose from every day, how can you make sure you stand out from the crowd? A well-thought-out customer service strategy may well be the answer. The quality of service you provide can mean the difference between a customer becoming a brand advocate or leaving unhappy to take their business elsewhere.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.