Customer Think
APRIL 26, 2023
Modern customer customer service teams support more customers, more products and more devices, across more service channels than ever before. All of this means more data, and ultimately more difficulty when it comes to keeping track of customer behavior, preference and intent.
Zendesk
APRIL 26, 2023
Customer experiences aren’t meant to be one-size-fits-all. With AI, it’s now possible for businesses to personalize for a wider spectrum of human needs. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.
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Execs In The Know
APRIL 26, 2023
Organizational transformation is a hot topic for CX leaders and business executives alike. After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges.
CSAT.AI
APRIL 26, 2023
An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. It may not be a fit for yours. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. For example, if your business: Doesn’t have the funds or other resources to build an entire customer service department in-house Experiences rapid growth difficult to keep up with, thereby making it difficult to scale y
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.
Customer Think
APRIL 26, 2023
Earlier this month, I published an article discussing the importance of the 95:5 rule for B2B marketing. This rule states that up to 95% of business buyers are not in the market for many goods and services at any given time. The 95:5 rule isn't meant.
Intercom
APRIL 26, 2023
To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. We asked them what they’re excited – and concerned – about, and how they’re adapting their strategies to set their teams up for success in 2023 and beyond. Our full global report is coming soon – sign up to our newsletter to make sure you don’t miss it – but here are some early insights we’ve gotten from more than 400 support leaders in North America: Support leaders
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Hodusoft
APRIL 26, 2023
Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” This quote by Seth Godin highlights the importance of using the right metrics. Managing a virtual call center is not easy. You need to track and monitor a lot of parameters to ensure it’s running well.
Customer Think
APRIL 26, 2023
Since the pandemic, the business world has dramatically shifted towards an increasingly digital medium. This led to leveraging technology to streamline workflows and reduce human effort. While the B2C businesses have widely adopted the digital approach, the B2B industry is yet to master this eCommerce pivot.
cxservice360
APRIL 26, 2023
Every business aims to create an optimal customer experience. Most companies today face numerous supply chain issues, while simultaneously grappling with high customer expectations. Unfortunately, The post 6 Great Damage Control Tips For Handling Angry Customers appeared first on CXService360.
Customer Think
APRIL 26, 2023
World's first no-code native app experience editor frees marketers and developers to dream, design, deploy and iterate -- accelerating value creation from months to minutes
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.
Zendesk
APRIL 26, 2023
When Chris Ebeling co-founded Virtually Human in 2018, Blockchain technology was coming into its own and digital entertainment was entering its immersive era. With a skillset in digital creative work, Ebeling and his co-founders met the moment with a concept for a digital horseracing platform. But first, the horses. Just like champion thoroughbreds are considered investments, the digital horses in Ebeling’s concept are also investments: non-fungible tokens, or NFTs.
Doing CX Right
APRIL 26, 2023
Learn 5 impactful leadership lessons that help you cultivate better experiences and show up as your best self in work and life. The post 5 Leadership Lessons Learned From My Gen Z Daughter appeared first on Doing CX Right.
The Customer Service Blog
APRIL 26, 2023
Amazon customers are being targeted in a new ‘brushing scam’ where unscrupulous retailers send out Suzhichou branded scarves to boost sales volumes and create fake reviews on the Amazon website. These "sales" then help their products to rank higher in search results. This scam has been uncovered by the consumer organisation Which? Customers who are affected by the scam are being advised that there is no cause for panic, but they should report the unwanted package to Amazon.
ECXO
APRIL 26, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.
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The DiJulius Group
APRIL 26, 2023
You’re missing out if your company isn’t creating an experience for its female shoppers. Female shoppers influence 86% of all household spending. Worldwide, they control and influence $43 trillion of spending. Companies often neglect their female demographic, catering to their male shoppers’ more utilitarian needs and desires. Making minor adjustments could attract more female shoppers.
MyCustomer Experience
APRIL 26, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
SixteenVentures
APRIL 26, 2023
NRR is tanking. The “North Star” is falling! Time to panic? Yes. Unless you understand what’s really going on. NRR Defined Net Revenue Retention – NRR – is the percentage of revenue retained from existing customers in a defined time period, including Expansion, Contraction, and Churn. Also called Net Dollar Retention or NDR.
CX Network
APRIL 26, 2023
Superdrug’s Matt Walburn explains the chain’s ‘online + offline’ omnichannel platform strategy
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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