Mon.Oct 04, 2021

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Why digital bank statements must change with consumers habits

Adrian Swinscoe

This is a guest post from Jason Howard, Executive Vice President at Ethoca. Online shopping has changed dramatically in the last 12-18 months, with online spending […]. The post Why digital bank statements must change with consumers habits first appeared on Adrian Swinscoe.

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5 Reasons Your Customer Service Training is Failing

Shaun Belding

Creating outstanding customer service training harder to achieve than most people realize The reality is that more customer service training fails than succeeds. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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Top 5 Ways to Achieve Superior Customer Service

Uniphore

People increasingly expect excellent experiences every time they speak to a brand. This means modern businesses should not only keep customers happy but also exceed their expectations. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.” Delivering on and exceeding expectations relies on innovation , deploying technologies like conversational AI and training your agents to become the customer ser

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The Best Customer Service Training Programs Don’t Do These 5 Things

Shaun Belding

The Best Customer Service Training Programs Don’t Do These 5 Things Add Your Heading Text Here Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.

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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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A shift from Middle Eastern Call Centers Towards Chatbots and Voice AI

Uniphore

Massive spikes in call volume. An unexpected pivot to work-from-home models. Investment and budget cuts. The COVID-19 crisis has created intense challenges for customers, customer service and support operations, and agents. Customers need and want to talk to people more than ever for assistance, but they’re frustrated by longer hold times, slower resolutions, and agents who can’t quickly glean customers’ emotional state and address their needs.

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Top Remote Working Tools To Use In 2022

Zonka Feedback

The past year changed the way businesses operate. Organizations across all industry verticals adopted remote working.

More Trending

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What does a sales manager do? (+7 must-have skills)

Zendesk

During the company’s all-hands meeting, you find out a sales manager role has opened up. As a seasoned sales rep, you naturally get excited—until you realize that you don’t know how to transition from a sales agent to a sales manager. You begin to wonder, Do I have what it takes? If you’ve ever felt this way, you’re not alone. Ask any sales manager, and they’ll tell you the journey to leading a sales team isn’t easy.

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Customer Service Week Day 1

Myra Golden Media

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits. If you missed my keynote and all the fun, you can watch the replay here. Celebrate the heart of service with us tomorrow for Day 2. .

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A reminder of the value of customer obsession

MyCustomer Experience

AToday marks the start of National Customer Service Week (NCSW), an event spearheaded by the UK Institute of Customer Service to inspire. 4th Oct 2021. By ChrisColley.

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ChrysCapital buys ResultsCX from One Equity Partners

Customer Think

ResultsCX, a premier customer experience partner to Fortune-100 and Fortune-500 companies worldwide, today announced a change in its ownership from One Equity Partners to ChrysCapital.

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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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Nate Brown [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Nate Brown is the Chief Experience Officer at Officium Labs. Nate Brown [video] appeared on LitmusWorld.

CX 52
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What the subscription economy teaches us about CX

MyCustomer Experience

WWhat the Subscription Economy Teaches Us About Kick-Ass Customer Experience Once upon a time, we could count the number of subscriptions we. 4th Oct 2021. By BlueOceanContactCenters.

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Megan Burns [Video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Megan Burns is a CX strategist, author and keynote speaker. Megan Burns [Video] appeared on LitmusWorld.

CX 52
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What the Subscription Economy Teaches Us About Kic

MyCustomer Experience

WWhat the Subscription Economy Teaches Us About Kick-Ass Customer Experience Once upon a time, we could count the number of subscriptions we. 4th Oct 2021. By BlueOceanContactCenters.

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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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Steven Van Belleghem [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Steven Van Belleghem is a keynote speaker, author, and entrepreneur. Steven Van Belleghem [video] appeared on LitmusWorld.

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Amazon Has Arrived in the Insurance Game: How Can Providers Rise to the Challenge?

Lightico

The need for seamless digital customer experience has already climbed dramatically with the impact of the coronavirus pandemic – but with Amazon now jumping into the insurance space with after its recent partnership with InsureTech player Next Insurance, the competitive landscape and the current standard of customer expectations are about to take a massive leap forward.

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Karyn Furstman [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Karyn Furstman, CCXP, VP CX Strategy & Solutions at Designit, a Wipro Company. Karyn Furstman [video] appeared on LitmusWorld.

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7 ways to support your people’s mental health

Qualtrics

To celebrate World Mental Health Day on October 10, we've teamed up with Mind Share Partners and ServiceNow to uncover the mental health challenges employees are facing and how to better help them. Read the full Mind Share Partners report in partnership with Qualtrics and ServiceNow. With boundaries between work and home increasingly blurred, many HR and People Team leaders are being asked to understand and support their employees’ mental health and well-being.

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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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Jeannie Walters [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jeannie Walters, CCXP, is a speaker, blogger, and the Founder/CEO of Experience Investigators™ by 360Connext. Jeannie Walters [video] appeared on LitmusWorld.

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9 Steps to a Successful CRM Go-Live

SugarCRM

Few projects can have as big of an impact on your company as a successful Customer Relationship Management (CRM) implementation. Turning your employees into “customer experts” takes real effort but yields huge returns as your teams learn to create loyal advocates from your everyday customers. And as you might suspect, planning a CRM project takes a combination of skills that go beyond most other IT projects.

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Jim Tincher [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Jim Tincher, CCXP, is a customer experience expert, author, and speaker. Jim Tincher [video] appeared on LitmusWorld.

CX 52
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Get the conversation right: Chatbot vs. messaging

1 to 1

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. But these two platforms aren’t interchangeable. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

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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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Adam Toporek [video]

LitmusWorld

VOICE OF EXPERTS What is the Importance of CX in the Post-Pandemic World? Adam Toporek is a CX thought leader, author, and keynote speaker. Adam Toporek [video] appeared on LitmusWorld.

CX 52
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Boost productivity with the new Google Workspace Integration

Qualtrics

The Qualtrics and Google Workspace integration enable customers to automatically send calendar invites, import data and easily run the analysis with a seamless connection between Qualtrics and Google Calendar, Google Sheets, and Google Drive. Used by more than 2.6 billion people a month, Google Workspace (previously G Suite) is one of the most widely used productivity platforms in the world.

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5 Top Customer Service Articles of the Week 10-4-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 7 Techniques That Are Key to Customer Retention Today by John Hall. (Inc. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.