Tue.Apr 19, 2022

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Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo

Adrian Swinscoe

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […]. The post Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo first appeared on Adrian Swinscoe.

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A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

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Customers Hate These 3 Things (and How to Avoid Them)

SixteenVentures

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. But there are three things that elicit such a deep, visceral response that the only applicable word is hate. Strong word, but strong emotions. In my many years of helping companies grow through Customer Success, the thing I’ve always tried to do is understand why humans behave the way they do.

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What is a Customer Journey Map and Why Do You Need One? 

CommBox

Do you know what your customer’s journey looks like? If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. . It shows the different stages of the customer’s experience, from when they first hear about your product or service to when they become a returning customer. .

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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5 Common Scheduling Pitfalls for Call Center Management

Fonolo

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

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Amazing Business Radio: Chris Lynam

Shep Hyken

The Choreography of Customer Service. The 5 Core Concepts to Customer Service. Shep Hyken interviews Chris Lynam , Customer Service Expert and multi-franchise owner of Arthur Murray Dance Studios. He is the host of the podcast, Off the Floor , and the author of the new book, The Choreography of Customer Service: High Touch Service in a Touch-Free World.

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HoduSoft witnesses overwhelming response to UC product suite at CPCE 2022

Hodusoft

HoduSoft witnesses overwhelming response to UC product suite at CPCE 2022. Technology is evolving every minute, every second. The global exposure provided through Channel Partner Conference & Event , Las Vegas led partners to connect with technology suppliers. The HodoSoft Leadership was overjoyed to be a part of this colossal networking event and meet 300+ technology channels and numerous partners.

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Part 2: What is a Customer Satisfaction Score and How Should CSMs Use It?

ClientSuccess

As any customer success professional knows, metrics and data keep customer relationships running smoothly. With historical data, CSMs can make strategic decisions and identify critical areas that need attention. CSMs can focus on quick, game-time updates that address immediate customer needs with real-time data. The Customer Satisfaction Score is a metric that addresses both strategic data uses. .

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Reducing conversational AI project risk: Step 3

MyCustomer Experience

RConversational AI is a technology that is regularly described as ‘innovative’ and ‘cutting-edge’. Simply having ‘AI’ in the name makes some. 19th Apr 2022. By Mandy Reed Global Head of Marketing.

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How To Pick The Best Knowledge Repository Software?

Knowmax

The post How To Pick The Best Knowledge Repository Software? appeared first on Knowmax.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How Sugar Serve Enables Customer Self-Service

SugarCRM

Not every customer service inquiry requires a call with a live representative. Yet phone queues and chats are often jammed with people who could quickly get the information they need on their own—if only they had an outlet. Consumers seek a customer self-service portal to answer the standard questions that keep their use of your products and services running smoothly.