Adrian Swinscoe
OCTOBER 16, 2023
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 16, 2023
At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see from my license plate!) But sometimes, it’s not a journey that you need to map.
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Adrian Swinscoe
OCTOBER 16, 2023
Whenever we are presented with a question that we don’t have the answer to or a situation that is unfamiliar to us, we seek help. Historically, […] The post The stakes are set to get higher in onsite search experience first appeared on Adrian Swinscoe.
Customer Think
OCTOBER 16, 2023
A happy customer comes from a good customer experience (CX). A good CX requires professional and consistent support throughout the entire customer journey. This means providing high-quality customer service (CS) both before and after the point of sale. Larger companies can devote individuals and even entire departments to sustaining elite CS.
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.
DMG Consulting
OCTOBER 16, 2023
Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.
Customer Think
OCTOBER 16, 2023
Have you heard of “human-in-the-loop,” or HITL for short? It’s not a new concept, but it has certainly grown in popularity in the last year with the emergence of generative AI and its various use cases. (I know. “Emergence” is an understatement.) AI is probably the hottest topic in CX right now.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
OCTOBER 16, 2023
1. Journey Mapping 2. Surveying customers (VOC) 3. Creating ROI’s 4. Hiring CX “program” managers 5. Engaging CX consultants 6. Buying technology 7. Attending CX conferences 8. Listening to CX webinars and podcasts 9. Reading the latest “how to do CX” book. 10. Tracking NPS scores No, the headline of this article isn’t a misprint.
SurveySensum
OCTOBER 16, 2023
Congratulations! You successfully organized your event! However, do you know for sure whether it was a success or not? Post-event feedback is like a report card for your event and an inside glimpse into the minds of your audience post-event. It is critical to understand the strengths and weaknesses of the event you organized, and also what the audience liked and disliked.
MyCustomer Experience
OCTOBER 16, 2023
Empowering Tenant Experiences with Apps and Self-Service Portals in Housing Associations Introduction In the realm of social housing, 16th Oct 2023 By Zaheer Gilani Account Director • UKI SALES
Customer Think
OCTOBER 16, 2023
Let’s assume that most Starbucks Rewards members are regular coffee drinkers. How many would be willing to give up a free Grande Pumpkin Latte for a non-fungible token, or NFT? Starbucks is evidently aspiring to figure that out.
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.
MyCustomer Experience
OCTOBER 16, 2023
Fake reviews are bad for customers and bad for business. In a worst case scenario an abundance of fake reviews can skew the marketplace.
Customer Think
OCTOBER 16, 2023
Generative AI is a long-term technology advancement that will dramatically transform how business is conducted. As it approaches the mainstream, discussions have reached a fever pitch with everyone wondering how it will impact their day-to-day lives, both positively and negatively.
CX Network
OCTOBER 16, 2023
Discover how key public sector agencies are innovating the citizen experience they offer
Customer Think
OCTOBER 16, 2023
It’s not surprising to call a business and be greeted by an IVR system that helps us navigate to the right department or handle issues on our own through self-service options.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Help Scout
OCTOBER 16, 2023
In this post, we take a closer look at conversational AI, an area of AI technology now playing a large role in customer support experiences. We cover what it is, how it works, and how it can be used as part of a successful support strategy.
Customer Think
OCTOBER 16, 2023
Note: Sharon Drew now has available a 5-session How of Change™ program for folks interested in brain-based, permanent behavior change. Watch the one-hour video introduction. Why does it seem so hard to change a habit or a behavior? Why do we drag our feet when buying a replacement appliance or car?
Zonka Feedback
OCTOBER 16, 2023
From being a single-product survey company for academic market research, Qualtrics transformed itself into a multi-suite organization empowering businesses to create exceptional experiences.
Customer Think
OCTOBER 16, 2023
Businesses of all kinds are embracing the AI revolution, and for good reason. AI technology promises to not only automate routine tasks — giving human staff more time and energy for higher-order work — but also boost productivity and performance, leading to growth and a better bottom line.
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.
Customer Think
OCTOBER 16, 2023
Today, you can’t just choose a single platform to engage customers. You need to leverage them all. From social media platforms like Facebook, X (Twitter), and Instagram to email marketing, there are endless opportunities for you to connect with your target audience. This is what cross-channel customer engagement is all about.
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