Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.

Customer Service 199

Customer Service Start-ups 199

Adrian Swinscoe

AUGUST 10, 2023

Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […] The post New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega first appeared on Adrian Swinscoe.

AI 190

AI 190

Customer Think

AUGUST 10, 2023

In today’s digital age, businesses are confronted with the daunting task of accomplishing more with limited resources, as the cost of living continues to soar and competition reaches unprecedented levels. However, amidst these challenges, Lean Marketing emerges as a strategic approach that holds the key to success.

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Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? Today, most innovative solutions arise from the collective efforts of multidisciplinary teams, with each member bringing their unique strengths to the table. And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

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

Beyond Philosophy

AUGUST 10, 2023

Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. So, Damien wants to know why there is a discrepancy. The problem here is perception. The internal perception is shipping is going great, but the customers’ perception isn’t.

Education 78

Education Customer Survey Sales 78

NGDATA

AUGUST 10, 2023

The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.

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NGDATA

AUGUST 10, 2023

The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.

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Customer Think

AUGUST 10, 2023

When Instagram garnered a million users in two and a half months – more than three times faster than Facebook – technology pundits were astonished. With the launch of ChatGPT, jaws hit the floor as the tool hit that mark in just five days.

Technology 52

Technology Technology CX Customer Experience 52

Zendesk

AUGUST 10, 2023

Creating your own business isn’t for the faint of heart. Just ask Elliot Shmukler, co-founder of Anomalo and former Chief Growth Officer at Instacart. In his first year developing Anomalo, Shmukler truly believed in the product, but customers didn’t necessarily feel the same way. “The first version of our product didn’t work,” Shmukler shares. “As we were going to our network and had various companies try it, we could see it wasn’t working.

Machine Learning 52

Machine Learning Customer Retention Start-ups Customer Feedback 52

SurveySensum

AUGUST 10, 2023

Violet is a tech wizard who just got her hands on a new smart home system. She search the company’s website hoping to find some quick help on how to set things up. But hold up – the support section looks like a maze. After a frustrating search, you finally decide to reach out to customer support. When you finally connect with an agent, they seem as clueless as you are about the issue you’re facing.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 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

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. An RTG solution can provide pop-up alerts, callouts, notifications, or scripts when an agent is mistaken and says something wrong or takes an incorrect action; it can deliver information relevant to an inquiry, such as the last steps taken

Artificial Intelligence 48

Artificial Intelligence Predictive Analytics Compliance AI 48

VOZIQ

AUGUST 10, 2023

Recurring revenue models have become increasingly popular. Whether it’s software as a service (SaaS) companies or subscription-based businesses, the ability to retain customers and maximize customer lifetime value (CLV) is paramount to long-term success. In this article, I will provide a comprehensive playbook for improving CLV in recurring revenue businesses, highlighting eight key strategies and best practices. 1.

ML 40

ML Machine Learning Actionable Insights AI 40

DMG Consulting

AUGUST 10, 2023

MEDIA ALERT DMG Consulting Releases 2023 – 2024 Interaction Analytics for the Enterprise Report Sector experiencing the strongest growth in its 20-year history Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2023 – 2024 Interaction Analytics for the Enterprise Report When: Today, 3 August 2023 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provider of cont

Contact Center 48

Contact Center Artificial Intelligence AI Actionable Insights 48

Customer Think

AUGUST 10, 2023

Introduction: As the car rental industry continues to evolve, many entrepreneurs are exploring new avenues to maximize profits and provide a better customer experience. Car sharing has been a viable option for car owners to rent out their vehicles.

Customer Experience 52

Customer Experience Technology Technology 52

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DMG Consulting

AUGUST 10, 2023

Question: How do interaction analytics solutions determine emotion or sentiment in conversations? Answer: Emotion detection and sentiment analysis in interaction analytics (IA) solutions examine events in live or recorded conversations and extract insights from the nuances in verbal and written communications. This is performed by analyzing linguistic, acoustic, or interaction events, or a combination of the three, occurring during the conversation.

Sentiment Analysis 48

Sentiment Analysis Customer Satisfaction Customer Survey CX 48

Customer Think

AUGUST 10, 2023

Mobile apps have become an indispensable part of our daily lives. From entertainment and shopping to productivity and communication, there’s an app for almost everything nowadays. However, not all mobile app ideas succeed in this highly competitive marketplace. Turning an app idea into a successful product requires strategic planning and efficient execution.

Entertainment 52

Entertainment Technology Technology 52

MyCustomer Experience

AUGUST 10, 2023

Damien is "In A Pickle." His organization's delivery stats tell them that they're doing quite well.

Customer Survey 40

Customer Survey 40

Customer Think

AUGUST 10, 2023

We were at the Zoo when we came upon the monkey in the picture. He was holding on to the chainlink fence with both hands and both feet - probably not very unusual for a monkey - but he was sitting on a basketball! The monkey is following a traditional monkey methodology for hanging on, while being authentic, allowing his silly personality to come through, and getting people who were interacting with him to laugh.

Sales 52

Sales 52

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.

Retail

SugarCRM

AUGUST 10, 2023

When investing in new technological solutions, organizations need to get every department within the company on board. But most importantly, they need the IT department’s input on the solution, features, security, and how the solution answers to or complements the existing pieces of software the company already has in its tech stack. Thus, balancing business needs with IT challenges does play a significant role in such decisions.

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CRM Compliance Invoicing Healthcare 26

Customer Think

AUGUST 10, 2023

Dropit’s AI-powered technology determines the most efficient return location, reducing cost, time and waste for retailers

Retail 52

Retail AI Technology Technology 52