Fri.Aug 27, 2021

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What’s stopping you from achieving simplicity in your contact centre?

Adrian Swinscoe

The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. In this guest post, Ross Daniels, […]. The post What’s stopping you from achieving simplicity in your contact centre? first appeared on Adrian Swinscoe.

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How Frictionless Authentication Impacts the Customer Experience

Customer Think

Identity fraud is a very real threat facing businesses today. A breach can quickly result in devastating financial loss for your customers and your organization. A 2021 study by Javelin Strategy & Research has revealed that identity theft cost Americans around $56 billion last year, impacting as many as 49 million customers. While there’s a […].

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Guest Post: 5 Reasons Why Customer Experience is the Pulse of Every Business

Shep Hyken

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.

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What Small Business Owners Need to Know about Succession Planning

Customer Think

In 2020, there were 31.7 million small businesses in the United States, accounting for 99.9% of businesses in the nation. However, despite ownership of such a significant proportion of the U.S. economy, nearly 60% of small businesses do not have a succession plan in place, and family-owned businesses in particular lack these plans. According to […].

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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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The Impact Of Communication On Employee And Customer Experience

cxservice360

Communication is extremely vital for any organization to function smoothly. Good internal communication has a very positive impact on employee performance whereas good communication with customers allows an organization to build lasting customer relationships upon trust and loyalty. Both aspects are key to growing a business. In this article, we’re going to look at the.

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Use Mobile Apps To Increase The Satisfaction Of Your Customers

Customer Think

That an organization maintains communication with its consumers before, during and after the purchase, is vital to build a good relationship with them. Using apps to improve customer service allows you to create a link and strengthen the user experience. Mobile applications make interaction with the brand immediate, becoming a comfortable digitization tool that is […].

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5 Quick Ways to Boost Engagement on Facebook

Customer Think

Facebook is still the most prominent social network worldwide. As of the second quarter of 2021, there were roughly 2.89 billion monthly active users on Facebook. Facebook offers massive potential for brands trying to reach specific audiences, especially those between the ages of 25-34. Facebook has also seen a growing number of seniors but is […].

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Strategies for ‘going extreme’ and staying at the top: A CX Moment with Sarah Robb O’Hagan

Zendesk

What does it take to be “the best”? We all want to know the secret to be exceptional in our craft, whether we are striving to be a best-in-class agile CX leader , a high-performing customer service representative, or the go-to IT manager. In order to understand the commonalities that unite top performers, our recent CX Moment guest Sarah Robb O’Hagan, author of Extreme You , current CEO of EXOS, and former CEO of Flywheel Sports, researched the traits and habits of entrepreneurs, artists, athlet

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6 Ideas Of Mobile Game Application Development for Your Next Project 2021

Customer Think

Nowadays, the concept of the mobile game application is booming in the market. During boredom, they become the best of friends. As per the report of Allied Market Research, the market capture of mobile game applications is evaluated at $106.27 billion in the year 2018, which is projected to hit the milestone of $407.31 billion […].

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Is Hyper-Personalization The Next Big Thing In Business?

Aquire

Technology is constantly upgrading which created a new type of personalization that takes things one step further “hyper-personalization” If you’re a marketing professional, you’ve probably been using standard personalization practices to attract, engage, and convert visitors into customers. Tactics such as simply using the customer’s first name in an outreach email or welcoming them with a “Hey Kevin!

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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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Rethink B2B Content for Buyer Enablement

Customer Think

Buyers need to complete specific jobs before consensus can be reached for a buying decision. They need information that helps them understand what to ask, do, understand, and evaluate. And they benefit from B2B content that shows them how to do those t.

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Why now is the time to revisit your segmentation

Qualtrics

Learn what the dramatic shifts of the last year and a half mean for your current segmentation and how we can help you to build a plan of action. As a human experience company partnering with leaders across industries, we have faced a fundamental truth: the human experience has evolved. And while people will eventually bounce back and revert to old habits (to a degree), some changes are sure to persist beyond the pandemic — such as group videos, blended delivery models, media streaming, or workin

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How Intrapreneurs Grow a Grassroots CX Program

Customer Think

I have deep empathy and respect for intrapreneurs. I used to be one! I was a serial intrapreneur for a B2B SaaS company before founding Seaton CX. A play on the word entrepreneur, intrapreneur means “an individual who innovates from within a company.” Intrapreneurs are curious, passionate, and creative people who lead positive change inside […].

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What does it take to be a successful CX leader?

MyCustomer Experience

WA CX leader with their hands on the tiller in 2021 is not the same leader that they were at the start of last year. The pandemic has tested. 8th Dec 2021. By John Aves Chief Executive.

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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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Four Phrases Companies Need to Banish From Their Contact Centers

Customer Think

It’s no secret that automation in contact centers is growing rapidly. In the next three years, almost 6 in 10 customer interactions could be automated, up from 46% currently. And the stakes are high: 79% of consumers agree that the experience a company provides is just as important as its product or services. Yet too […].

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23 CX statistics shaping the new reality

MyCustomer Experience

2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive.

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4 Answers To The Hardest Problems in ‘21 Back-To-School Retail

Customer Think

Committed workers are the latest in fashion this back-to-school season. And for many retailers, the accessories that will pull their operational outfit together are trending beyond the predictable pay and benefits. In April, a reported 650,000 workers quit their retail jobs – the largest figure in more than 20 years – contributing to shortages not just in stores, […].

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BPO Services: A How-to Select Guide for 2021

MyCustomer Experience

BThere are thousands of call center s today. So, how to choose the one that fits your business needs? The question may sound daunting, but. 27th Aug 2021. By Graham Smith Business Development Manager at.

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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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Just Adopting WFH Is Not Enough For True Flexibility

Customer Think

Throughout the Covid pandemic most office-based employees have worked from home (WFH). Many commentators have commented on how successful this experiment was because companies could continue to operate with all their people at home and once they all had Zoom and Teams setup then they could even continue with remote meetings and management. Once you […].

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The curse of 'the Experience Economy'

MyCustomer Experience

TDr. Graham Hill This is part of a series on 'Rethinking the Service Experience'. Many companies emphasise the experiences they offer. 27th Aug 2021. By Dr. Graham Hill Associate Director.

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What the butcher at Ralph’s Grocery Store taught me about #CX

Customer Think

A vegetarian walks into the butcher section at her local grocery store… No, this isn’t the start of a joke. It’s what happened to me last Friday. It was the day of the bachelorette party that I had been planning for months. Running around town, I went.

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Decision tree for telecom companies to improve customer experience

Knowmax

Decision tree for telecom companies to improve customer experience.

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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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7 Technological Advancements in the Retail Industry to Make You Say Wow

Aquire

Shopping has always been seriously big business – with total global retail sales reaching $26.29 trillion in 2019. Yet, the actual retail experience has changed radically from just a generation ago. The only option then was to walk into a store, or if you were feeling particularly adventurous, perhaps buy from a mail order catalogue. Fast forward to today, however, and technological advancements in the retail industry have opened up a whole new world of possibilities.

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Bad Travel Experience

Customer Think

As we come to the end of the summer season, it is time to talk about travel – good and bad travel experience. And how the sharing economy has both democratized the act of travel and elevated customer expectations. Today, a host in Pereira, Colombia, or.