Beyond Philosophy
FEBRUARY 16, 2024
Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.
Customer Think
FEBRUARY 16, 2024
Source: Pexels Are you tired of long wait times, scripted responses, and frustrated customers? Enter ChatGPT, the game-changer for the contact center industry. This AI-powered marvel isn’t just a fancy toy; it’s a tool that can transform your customer service operations and take your contact center to new heights.
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Execs In The Know
FEBRUARY 16, 2024
In a recent Brand Spotlight from our January issue of CX Insight magazine , Carlos Castano, Senior Director of Customer Experience & Success at Microsoft , delves into the core principles that have shaped his career and the strategies that underpin Microsoft’s customer experience ethos. He believes that great customer experiences start with fostering a positive and empowering environment for employees.
Customer Think
FEBRUARY 16, 2024
Dinger had his second ACL surgery in the past five months. While his recovery is on par with the recovery from his September surgery, this time he was much less willing – as in resistant – to taking all of his meds (pain, inflammatory and anti-biotic).
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.
SurveySensum
FEBRUARY 16, 2024
Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. However, during phone calls, this concept takes on a more traditional interpretation. Your pauses, tone of voice, and the overall tone of the conversation can convey crucial messages.
Customer Think
FEBRUARY 16, 2024
The news On February 7 and 8 2024, Zoho held its annual ZohoDay conference, along with a pre-conference get together and an optional visit to SpacX’s not-too-far-away Starbase.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Experience Matrix
FEBRUARY 16, 2024
“Composable CDP” has been consuming much attention at CDP Institute as we wrestle with how best to help buyers who are considering it as an option. The Institute published a Composable CDP Self-Assessment tool a few weeks ago, which gives a checklist of the functions required to replicate the profile-building capabilities of a standard CDP. This was intended as the centerpiece of our Composable CDP Knowledge Hub but has attracted fewer users than expected.
Customer Think
FEBRUARY 16, 2024
Steven Rosen and Colleen Stanley discuss the strategy of simultaneously setting learning and sales goals. They explore the intricate relationship between continuous learning and improving skills for sales leaders, stressing the need for a balance. They share insights on how sales leaders can manage both effectively, creating a culture of ongoing learning.
Futurelab
FEBRUARY 16, 2024
“Customers don’t bite. Most of them.” Talking to customers is vital for customer-centric product management. But for those who aren’t used to direct customer contact, it can be daunting. When I worked with a leading Greek bank, I trained a team of twenty or so product managers, giving them homework to do in between my visits so we could develop the new approach together.
Customer Think
FEBRUARY 16, 2024
A job well done always creates value for you What is Value Creation In its broadest sense, Value is doing good for or improving the wellbeing or worth of someone or something.
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
FEBRUARY 16, 2024
IP PBX Software- Optimizing ITSP Call Management for Superior Customer Experiences In today’s swiftly evolving era of the Information Technology Service Provider (ITSP) industry, it has become a necessity to ensure efficient management of call routing to deliver excellent customer experiences. According to a report , businesses that prioritize superior customer service can boost their revenues by 4% to 8% above their market.
Customer Think
FEBRUARY 16, 2024
Podcast Today’s interview is with Joe Tyrrell, CEO of Medallia.
Futurelab
FEBRUARY 16, 2024
#NoBullshitCX #20yearsFuturelab “Just be honest.” It’s Valentine’s Day, so don’t throw tomatoes at me for this cheeky title, I am only joking. But am I though? It’s not the first time I used romantic analogies when getting CX concepts across. I called out “one-night brands” for not fulfilling their promises to the customers. I explained NPS by means of an old joke “I heard in the pub that you were a great lover”.
The DiJulius Group
FEBRUARY 16, 2024
In the electrifying realm of e-commerce, a single click can whisk your desired products to your doorstep. Thus, the concept of “zero risk” has taken on a whole new dimension. As a customer experience consultant working with e-commerce businesses, I’ve witnessed firsthand the metamorphosis of customer satisfaction in this landscape.
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