Fri.Jun 14, 2024

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IT’S PASSION

Futurelab

#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all had a great day of workshops, presentations, and networking. The topics covered anything from customer metrics to AI. For the evening, we all went to a nice restaurant nearby the conference venue.

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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

Beyond Philosophy

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

Gaming 88
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7 Deadly CX Sins Revisited

Customer Think

Years ago – actually nine years ago, in February 2015 – I wrote about The 7 Deadly Sins of Customer Experience. I shared that article on LinkedIn recently and recognized that the sins may need some updating.

CX 78
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Help Scout Works Best When

Help Scout

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

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SaaS Evolution: The Critical Role of Embedded Finance

Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms

Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.

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Navigating the Embedded Finance Revolution: Transforming Financial Landscapes and Innovating Business Strategies

Customer Think

In recent years, a transformative wave has been sweeping through the financial industry, reshaping landscapes and redefining traditional business strategies. This phenomenon, known as embedded finance, is not merely a buzzword but a profound shift that holds the potential to revolutionize how businesses operate and interact with financial services.

Finance 62
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Institute of Customer Service Annual Conference

The Customer Service Blog

Ticket sales have just opened for the Institute of Customer Service Annual Conference 2025, which takes place on 4th March 2025 at the London Hilton Hotel on Park Lane This year, the theme is ‘The Service Nation: Leading with Purpose’, emphasising the critical role of leadership in navigating today’s dynamic landscape and shaping a better tomorrow. This year’s event will be chaired by well-known TV presenter Amol Rajan, and it promises to be an inspiring experience, featuring a stellar speaker l

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How To Avoid Double Barreled Questions? With Examples, Tips and Suggestions

SurveySensum

Ever stumbled upon a survey question that left you scratching your head, trying to figure out how to answer it accurately? That’s likely a double barreled question, a sneaky trap that combines two distinct topics into one, making it a challenge for respondents to provide clear and reliable answers. For example, take this question- “How satisfied are you with our website and delivery experience?

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Your Customers have figured it out. Have you?

Customer Think

My local grocer has a problem. All of us who shop there are aware of it, and even compensate for it. But it doesn’t seem that they even realize it. Ours is a pretty urban location in the midst of a university neighborhood. Sure, there are a few families with their 2.

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Selling to the C-suite: Asking Better Questions in Sales Calls

Customer Think

As I sat down to continue my series on selling to the C-suite, I challenged myself to identify a gap that both senior executives and new salespeople share. Now, you might think I racked my brain for hours staring down a blank Word document.

Sales 62
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Evolving into a new CX era: How AI will augment the humans of CX and create more opportunities to deliver top-notch customer experiences

Customer Think

The rise of AI-powered solutions has sparked concerns about widespread job displacement, and nearly every industry has felt its impact. The customer service sector offers a glimpse into this future, as chatbots increasingly handle a variety of inquiries.

AI 62
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How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

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How AI in Business Intelligence Takes Your Business to the Next Level

Customer Think

The business world is practically swimming in an abundance of data, all of which is generated from every interaction, transaction, customer touchpoint, etc. This has led to the creation of a massive pool of information — one that is continuously growing.

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The Evolution of CRM: From Rolodexes to AI-Driven Solutions

Customer Think

Credit:Unsplash+ Customer Relationship Management (CRM) systems have dramatically transformed over the years. From the early days of handwritten notes and Rolodexes to the sophisticated AI-driven solutions we see today, CRM has become an indispensable tool for businesses of all sizes.

CRM 57
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How to Develop a Digital Transformation Strategy: A Comprehensive Guide

Customer Think

Digital transformation is more than just a buzzword; it’s a fundamental shift in how organizations leverage technology to improve business processes, deliver value to customers, and stay competitive in a rapidly evolving digital landscape. The journey to digital transformation can be complex, but with a well-structured strategy, it becomes manageable and achievable.

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When customers leverage AI

Customer Think

Source: Getty Images For the last 12 months, most that has been written or discussed about GenAI for marketing, sales, service and CX has focused on the company’s use cases and value to the company.

AI 57
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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.