Adrian Swinscoe
MARCH 25, 2022
This is a guest post from Nikhil Pereira, Customer Experience (CX) Practice Leader at Tech Mahindra. What is customer experience and why is it important? Customer […]. The post Predicting the future of customer experience (CX) first appeared on Adrian Swinscoe.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
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Totango
MARCH 25, 2022
Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. .
Execs In The Know
MARCH 25, 2022
To say the pandemic changed everything is an obvious understatement. As the pandemic eases and the way work gets done stabilizes, the work-from-home (WFH) hybrid model is a top choice for many organizations. Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives.
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.
Ameyo Callversations
MARCH 25, 2022
All businesses are aiming to attract and convert leads. That’s one of the most obvious things. However, customer calling is such an overused activity that customers have stopped answering most of the phone calls. Forget about getting heard by the customers in this noise by competition, it is a big deal to even make customers answer your call. With various tools and techniques available for the customers to filter out spam calls, you need to go with some out-of-the-box dialing solutions to grow y
Execs In The Know
MARCH 25, 2022
A strategic approach to developing a more resilient support model in an unpredictable world. Achieving business continuity — or ABC for short — can be challenging for customer support organizations. While the pandemic certainly highlighted the need for more resilient support models, CX leaders have always struggled to forecast support volume with 100% accuracy and quickly scale operations to meet rapidly rising customer demand.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The Customer Service Blog
MARCH 25, 2022
Are people from BME communities facing discrimination from insurance companies? The charity Citizens Advice thinks so, and they have called on financial regulators to investigate concerns that people from black and ethnic minority backgrounds could be paying more for car insurance. Citizens Advice conducted an investigation which found that people faced a £250 annual ‘ethnicity penalty’ for car insurance.
Execs In The Know
MARCH 25, 2022
Quality assurance is everything in the contact center. From agent training and customer satisfaction to brand protection and fraud prevention, QA affects key performance indicators across the board. Traditionally, QA has been mostly reactive, with coaching and correction happening after errors are discovered. Wouldn’t it be nice to prevent more mistakes before they happen?
Shep Hyken
MARCH 25, 2022
This week we feature an article by Anjan Pathak, Co-founder and CTO at Vantage Circle , an Employee Engagement Platform. He shares how rewarding your customer experience team is critical to building an inspired, high-performing team. Your brand’s name will eventually suffer if you don’t have a strong core team handling customer inquiries, keeping them pleased.
Zonka Feedback
MARCH 25, 2022
A Survey is presented to the audience in two ways. One is the traditional form-type approach, where all questions are presented on a single screen. The other and more advanced way of presenting a survey is to display one question at a time in your surveys.
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