Adrian Swinscoe
FEBRUARY 23, 2024
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.
Totango
FEBRUARY 23, 2024
The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.
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Beyond Philosophy
FEBRUARY 23, 2024
Have you ever noticed that spending cash is harder than using a credit card? You are not imagining things. Different payment methods carry varying degrees of discomfort when used. Cash tends to have the most painful impact, followed by checks. Credit cards offer a lesser discomfort than cash or checks. With advancements in payment technologies like contactless cards or smartphone transactions, the potential exists for these methods to generate even less discomfort than traditional credit cards.
Totango
FEBRUARY 23, 2024
What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.
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.
Customer Think
FEBRUARY 23, 2024
During ZohoDay24, Zoho amongst other topics, gave some insight into how the company looks at AI. Raju Vegesna presented Zoho’s AI vision and progress. Additionally, I had the opportunity for a one on one with Zoho’s director of AI research, Ramprakash (Ram) Ramamoorthy. If you want to listen and watch the interview, you can do this here.
Zendesk
FEBRUARY 23, 2024
What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. While customer or buyer persona templates can vary depending on your business needs, they generally include demographic information, interests, motivations, frustrations, and more.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
RateMyService
FEBRUARY 23, 2024
AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy. Despite the airline’s investment in AI to create better customer experiences, the chatbot’s error led to the contrary and tarnished the airline’s reputation.
Customer Think
FEBRUARY 23, 2024
Influencer marketing continues to gain headway, with nearly 70 percent of US brands investing in the medium in 2021 alone. Globally, the market size of influencer marketing increased to 21.1 billion dollars in 2023 — an over seven billion-dollar increase in just two short years. And for good reason.
Futurelab
FEBRUARY 23, 2024
#NoBullshitCX #20yearsFuturelab “Don’t stick to the seemingly obvious.” Feedback is not about the averages. When I presented customer feedback to a global leader in steel manufacturing, the management team was very happy with the overall scores (which were pretty decent). They were especially pleased with the page where we had grouped the results based on the contribution of the customers.
Customer Think
FEBRUARY 23, 2024
The strategic management of Customer Lifetime Value (CLV) has become increasingly critical for securing both short-term gains and long-term financial performance in the enterprise. Both first-hand findings and recent research sheds light on the nuanced relationship between effectively measuring and improving CLV and its consequential impact on an organization’s financial performance.
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.
SurveySensum
FEBRUARY 23, 2024
Picture this : a workplace where every voice is heard, every concern addressed, and every success celebrated. Sounds like a dream, right? Well, with the power of pulse surveys , that dream can become your reality. Now, what is a pulse survey? Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Unlike those long annual surveys that feel more like a marathon than a conversation, pulse surveys are quick, concise, and oh-so-effective.
Customer Think
FEBRUARY 23, 2024
Communication is the most significant key to generating leads because when you connect with your customers via blog posting, catchy headlines, and subscription notifications, you can attract more customers to your brand.
Customer Think
FEBRUARY 23, 2024
Today, customer relationships are all about creating personalized experience, seamless interactions and building connections on an emotional plane. No wonder, why most of the interactions are unscripted and support agents reach out to the customers with an approach to connect with them, so that they can know them better.
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