Execs In The Know
JANUARY 31, 2024
Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!
Customer Service Life
JANUARY 31, 2024
Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.
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Heart of the Customer
JANUARY 31, 2024
Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer.
Customer Think
JANUARY 31, 2024
Earlier this week, I was interviewed by John Radkins, for his Sales Machine Blog, and he asked me to explain sales process for those who don’t want to be restricted by sales process.
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.
The DiJulius Group
JANUARY 31, 2024
From his time in the military to the courtroom, Alex Gertsburg has navigated a path that’s as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it’s shaped his approach to leadership and customer service. His. Read Full Article The post 141: Creating The Lawsuit-Free Company appeared first on The DiJulius Group.
Zendesk
JANUARY 31, 2024
Welcome back to part two of our conversation with Joey Edwards-Lebair, Zendesk’s Senior Customer Insights Manager and lead researcher for our annual CX Trends report. This week, Edwards-Lebair joins host Nicole Saunders to take a deeper look at more of the trends shaping the future of customer experience and shares what excites him most about the future.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Logicalware
JANUARY 31, 2024
The modern contact centre is available to businesses now. And for those that are utilising the myriad of features available, it’s delivering enormous value. In fact, a 2023 Forrester study found that companies that focus on customer experience can achieve revenue growth 4-8% higher than their competitors. For businesses that are investing in their tech setup and want to modernise their contact centre, they need to ensure they have a robust and complete set of tools to support their customer enga
Customer Think
JANUARY 31, 2024
Helen Fanucci, a sales leader with 25+ years in the high-tech industry and author of “Love Your Team: A Survival Guide for Sales Managers in a Hybrid World.” discusses the importance of trust in sales, effective targeting strategies, and the role of collaboration in team selling.
Execs In The Know
JANUARY 31, 2024
Artificial Intelligence (AI) has transcended the realms of buzzwords to become a linchpin in reshaping leadership and operational strategies across various sectors. In an era where AI’s influence is tangibly transforming customer experience (CX) and operational efficiency, the call for leaders to harness its potential has never been more pressing. Integrating AI in daily activities is not a futuristic concept but a current reality, particularly in how it redefines customer engagement and simplif
NGDATA
JANUARY 31, 2024
The idea that your organization should have a customer focus instead of a product focus is not new. There are several ways to improve the customer experience, and one of them is with AI. It allows your marketers to discover new opportunities within the customer base by identifying new audiences and setting up offers and experiences for these audiences.
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.
Help Scout
JANUARY 31, 2024
Introducing the newest updates to the Help Scout platform! AI features, updated Shopify integration, new Instagram channel integration, and more.
Fonolo
JANUARY 31, 2024
Why is call abandonment still a thing? Can’t technology put an end to this problem once and for all? Now there’s a tantalizing question! You likely know the answer, but let’s take a closer look. If you take a tech tool like ChatGPT and ask it about call abandonment in the contact center, the AI-powered bot will give you an earful about one of the most persistent problems in the customer service industry.
SurveySensum
JANUARY 31, 2024
In this customer experience industry, the one question that’s asked of me the most is – What do I do to keep my clients happy? Here’s what I say: Think of your business like a lively party. You’ve got the newcomers sipping on the excitement of your products. The regulars who’ve been grooving with your brand for ages. And the occasional troublemakers who keep your customer support team on their toes.
Zendesk
JANUARY 31, 2024
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Slack Connector for Workflow Builder Slack Connector for Workflow Builder (Support) lets anyone create time-saving workflows using clicks, code, or a mix of both. Pre-built connectors allow you to instantly bring your favorite apps and services into your workflows with drag-and-drop simplicity.
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