Adrian Swinscoe

JANUARY 29, 2024

This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.

Customer Experience 147

Customer Experience 147

Execs In The Know

JANUARY 29, 2024

In this episode of The CX Leadership Exchange , we had the privilege of diving into the mind and career of Scott Horace, the Senior Vice President, Global Contact Center Management at Mastercard. With nearly three decades working for the brand, Scott’s journey is a testament to the power of perseverance, evolution, and the human touch in the digitizing realm of customer service.

CX 52

CX B2C Contact Center Touchpoint 52

Zonka Feedback

JANUARY 29, 2024

Today, customer opinions carry immense weight. It reflects on their understanding of your product, the experience they had, the pain points they had to go through, and much more. In fact, collecting customer feedback provides a direct line into the minds and experiences of your customers acting as a mirror to showcase where your business may be falling short.

Customer Feedback 52

Customer Feedback Customer Satisfaction 52

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.

Customer Satisfaction 52

Customer Satisfaction Customer Expectations Customer Service 52

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

Zendesk

JANUARY 29, 2024

Every year, Gartner evaluates vendors in the customer service and support space. The Gartner Magic Quadrant for the Customer Engagement Center (CEC) and accompanying Critical Capabilities report provides valuable information for business leaders looking for technology solutions that best meet their current and long-term needs. According to Gartner, “The $28.9 billion customer service and support software market, of which the CEC market is a part, grew at a rate of 17% year-over-year and re

CRM 52

CRM Technology Technology Customer Service 52

Logicalware

JANUARY 29, 2024

Imagine you’re an agent who gets a call from a customer that is struggling to resolve an issue with a product or service they have bought. You can hear the frustration in their voice. They’ve been on hold for an extended period, and they’ve already spoken to two other agents who couldn’t solve their problem. Now, they have to repeat their story all over again with you.

Customer Experience 52

Customer Experience Data Entry Artificial Intelligence Omnichannel 52

CX Network

JANUARY 29, 2024

The UK division of the world’s largest cruise line is using generative AI to enhance its service capabilities in 2024

AI 62

AI Omnichannel 62

CX Network

JANUARY 29, 2024

The tools and methods behind predictive CX and how it boosts customer loyalty and satisfaction

CX 67

CX Customer Loyalty 67

CX Network

JANUARY 29, 2024

The key findings that demonstrate how AI is changing CX in the APAC region

AI 57

AI CX 57