Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success softwa

Business Operations 109

Business Operations Customer Satisfaction Sales Customer Service 109

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Artificial Intelligence 108

Artificial Intelligence Predictive Analytics Omnichannel Machine Learning 108

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.

Contact Center 83

Contact Center Engineering Customer Service Sales 83

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Contact Center 69

Contact Center AI Technology Technology 69

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

ECXO

DECEMBER 20, 2023

The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.

AI 69

AI CXM CX Innovation 69

The DiJulius Group

DECEMBER 20, 2023

Prepare for an enlightening conversation on how artificial intelligence (AI) is revolutionizing customer service and creating a significant competitive advantage! On today’s episode of The Customer Service Revolution, John’s guest, Aurélien Coq, an astute product manager at Eskers, will share how AI automation liberates customer service professionals from monotonous tasks and empowers them with new.

AI 64

AI Artificial Intelligence Customer Service 64

Zonka Feedback

DECEMBER 20, 2023

In the competitive realm of the insurance industry, understanding the nuanced needs of policyholders is paramount. Catering to the diverse financial security requirements and risk appetites of potential customers shapes the core of insurance selling.

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59

Customer Think

DECEMBER 20, 2023

Customer feedback is one of the most effective ways to ensure the continuous improvement and growth of your business. To grow your customer base and survive the fierce competition, it’s best that you offer better solutions than other players in your respective industry.

Customer Feedback 63

Customer Feedback 63

Experience Investigators

DECEMBER 20, 2023

Let’s talk about goals! We’ve seen a lot of them this year. Big ones. Small ones. But mostly…pretty vague ones! Customer experience work is challenging when the goals are ill-defined and success is never really measured. That’s why we’re curious…how did your CX objectives go this year? What’s your biggest objective for next year? (We’re curious about other things, too, like how do YOU know you’re doing a good job?

CX 52

CX Customer Experience 52

Customer Think

DECEMBER 20, 2023

As the new year rolls in, we embark on goal setting with good intentions and enthusiasm. We might attend a goal setting workshop. We create a vision board. All good tactics and strategies EXCEPT they won’t work unless you do one thing: Make a decision.

Sales 58

Sales 58

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

Help Scout

DECEMBER 20, 2023

Advice from Help Scout leaders on planning better, more effective remote meetings that move the business forward.

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44

Customer Think

DECEMBER 20, 2023

In today’s experience-driven economy, understanding and responding to your customers’ voices is not just a nice-to-have, it’s a necessity. The “Voice of Customer” (VoC) methodology is a powerful framework that empowers you to do just that.

VOC 68

VOC Customer Satisfaction Technology Technology 68

1 to 1

DECEMBER 20, 2023

This year, in the spirit of peace, unity, and the joy of giving, we are excited to share with you the results of a global creative effort. 1to1 Media and TTEC employees from around the world have come together to create our World Peace Quilt — a symbol of our collective commitment to fostering harmony in our interconnected world. Created by employee prompts and generated by AI, the quilt beautifully represents our shared values and aspirations for 2024 and beyond.

AI 26

AI 26

Customer Think

DECEMBER 20, 2023

Over the last three decades, brands have invested billions of dollars in the customer experience (CX) in the quest to gain competitive advantage in revenue generation, market share and customer loyalty. For some brands, these investments have paid off.

Customer Loyalty 49

Customer Loyalty Technology Technology CX 49

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ECXO

DECEMBER 20, 2023

28 1 Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. Marketers, and enterprise software vendors from dta and analytics to voice of customer, have spent the past 20 to 30 years trying to work out how to get it right – with mostly disappointing results.

Customer Experience 52

Customer Experience B2B AI Machine Learning 52

SurveySensum

DECEMBER 20, 2023

Did you know that 52% of customers are ready to pay more if they receive exceptional customer service? Customer service is the backbone of any successful business. It’s what keeps customers happy and loyal. But here’s the challenge: How do you consistently provide excellent customer service? By collecting customer feedback ! How exactly?

Net Promoter Score 52

Net Promoter Score Customer Service NPS Customer Satisfaction 52