Tue.Jul 27, 2021

article thumbnail

Three tips for delivering great omnichannel customer service

Callminer

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

article thumbnail

7 Keys to a Pre-Digital Business or Product Launch

Customer Think

If there was one thing that the Covid-19 pandemic has taught us, all businesses need to enhance their presence online or start building their online presence. However, there are also a handful of industries and business types in which an online presence was not a priority. These affected businesses may have only just started to […].

126
126
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

We are all only one moment away from creating a hyper fan – Interview with James Dodkins of Pega

Adrian Swinscoe

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. […]. The post We are all only one moment away from creating a hyper fan – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.

CX 100
article thumbnail

Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Customer Think

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are “fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce the competitiveness of enterprises Damage the customer experience profession Two […].

CX 119
article thumbnail

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.

article thumbnail

Customer Experience vs Customer Service: What are they, and how are they different?

Zonka Feedback

Customer Experience and Customer Service both are your priorities to keep your customers happy and achieve business growth. Both are part of a customer-centric approach and are considered the same thing. Thus, both the terms are used interchangeably but are they the same things? No, they are different from each other.

article thumbnail

How to Gather Deep User Insights to Break Engagement Barriers

Customer Think

Image Source Most businesses claim to put their users first. But is this always true? Possibly not. You may think you know exactly who your ‘perfect’ user is and what it is they want. After all, what person or computer could possibly argue with your 20 years of industry experience? But sometimes it pays to […].

116
116

More Trending

article thumbnail

Episode #149: Imagine… If We Truly Think Different

Sprinklr

In today’s episode we imagine a richer, more satisfying retail shopping experience. An experience where we’re known, valued, and appreciated. Is that too much to ask? (spoiler alert: no). Today we’re talking about the Apple Store. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts. The CXM Experience LinkedIn Group. The post Episode #149: Imagine… If We Truly Think Different appeared first on Sprinklr.

CXM 98
article thumbnail

Together, Zoom and Five9 shape a new market

Customer Think

On July 18, 2021, Zoom Video Communications, Inc. announced the acquisition of Five9, Inc. in an all-shares transaction. The transaction values Five9 at around $14.7 billion. According to the press release “the acquisition is expected to help enhanc.

article thumbnail

Amazing Business Radio: John Wass

Shep Hyken

Choose Your Customers. How To Compete with the Digital Giants. Shep Hyken interviews John Wass, CEO of Profit Isle. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. It is critical for brands to choose the customers that their business model, team, and company DNA engages with the best.

article thumbnail

Getting the Most Out of Buyer Intent Data Is the Key to a Successful Customer Acquisition Strategy

Customer Think

Data is often referred to as the most important commodity on earth, eclipsing even oil. It’s hard to imagine a world in which the thirst for data is finally quenched. Businesses seem to want as much as they can get, even if the volume of information is outpacing their ability to keep up. But similar […].

article thumbnail

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.

article thumbnail

The 23 Keys to Creating Raving Fans Part 1

C3Centricity

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

B2C 71
article thumbnail

How To Evaluate Survey Findings and Reports With a Discerning Eye

Customer Think

Research surveys and survey reports have become important marketing tools for many kinds of B2B companies, including those that offer marketing technologies and various kinds of marketing-related services. Many B2B companies are conducting or sponsor.

B2B 80
article thumbnail

Why Loyalty is More Important Than Acquisition for Retailers in a Post-Covid World

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 64
article thumbnail

Hear from the Experts: Thoughts on the Future of Computer Vision and Visual Self Service

Customer Think

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex, the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact […].

AI 64
article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Cobrowsing Technology: A Practical Guide [2021]

Aquire

Cobrowsing technology has been a game-changer for companies. It has allowed customer service teams to offer faster and smoother support in a secure way. . Wondering how? Then you’re at the right place. If you’re intrigued by this technology, check out our guide on the nuts and bolts of cobrowsing, its benefits, and how it’s different from screen sharing.

article thumbnail

Creative Flyer Design Tips For Every Business

Customer Think

Flyers are a basic yet effective marketing tool that businesses use to convey the information they want to get across. With an online flyer maker, visitors will be able to learn more about your company and what it can do for them. Here are some useful flyer design principles to keep in mind when creating […].

64
article thumbnail

How Zendesk powers an evolving workplace

Zendesk

Everyone is talking about employee expectations and workplace dynamics. What’s the role of the office? What does it mean to collaborate and innovate? What does the workforce look like, now and five years on? The answers affect countless companies and individuals—and the answers, complex and multilayered, are evolving at a brisk clip. This guide, which is packed with actionable data, lays out a series of best practices for how midsize and large businesses can develop a robust employee experience.

article thumbnail

How Is Healthcare Changing Digitally As A Result Of The COVID-19 Situation?

Customer Think

source: www.arkasoftwares.com After the outburst of COVID 19, the healthcare sector has taken a toll accelerating the digitalization of the operation and interaction between people. This includes not only the cure for covid but also the regular medicines needed by the public. While the community on a global basis is fighting hard to get its […].

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Retailers Need to Concentrate on Loyalty Over Acquisition to Thrive

Conversocial

In over a year of constant disruption for retailers and consumers, convenience has emerged as the thing shoppers desire most from their favorite brands. Everything we are seeing from our own data at Conversocial and reports from key industry voices like Forrester and McKinsey, is pointing towards the digital shift in consumer habits being here to stay.

Retail 52
article thumbnail

The future of work will be defined by flexibility, mental health resources and leadership opportunities for women

Qualtrics

The pandemic has been hard enough on working parents, who have adjusted and readjusted to daycare closures, at-home schooling, and workplace changes. What’s more, nearly half of employed moms and dads feel they have been discriminated against at their jobs for focussing too much on their families. That’s according to a Qualtrics study of more than 1200 U.S. residents that was fielded in partnership with the Boardlist , a talent marketplace that connects companies with diverse leaders for board a

55
article thumbnail

Idomoo Launches New Living Video Technology to Make Video Interactive, Evergreen and Engaging

Customer Think

Next Generation Video Platform allows videos to evolve and be customized by viewers in real time.

article thumbnail

How decision trees in banking make call handling easy

Knowmax

How decision trees in banking make call handling easy.

Finance 52
article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

article thumbnail

13 Tips and Best Practices for Real Estate Customer Service

Help Scout

If there’s one thing HGTV has taught us all, it’s this: Real estate is complicated. Whether it’s buying a house, selling one, renovating, building, or managing a property, each different facet of real estate comes with its own set of challenges. For those working directly with clients and providing services, it can be an especially tough landscape to traverse.

article thumbnail

How to Evaluate Call Center Agent Performance

Fonolo

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.

article thumbnail

How CX leaders across industries can flex their agility

Zendesk

Agility was a buzzword even before 2020, particularly in fast-moving industries where changing trends and emerging technologies meant businesses had to constantly stay on their toes. But last year, businesses of all types were forced to restructure business plans and adapt to a changed world nearly overnight. Suddenly, the value of agility became more obvious than ever.

CX 52
article thumbnail

What Your CEO Needs to Know About Customer Success

ClientSuccess

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. For decades, companies were foundationally built around new customer sales and logos, leaving customer relationship building a secondary effort. Today, many companies are entirely focused on delighting customers first and foremost, bringing c-level attention to operations, metrics, and outcomes.

NPS 64
article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Top 5 Customer Communication Challenges in the Telecom Industry and How to Overcome Them

CommBox

2020 marked a major change for the telecommunication industry. As the Covid-19 pandemic spread, countries imposed movement restrictions on their civilians, forcing them to spend more time at home, either for work or leisure. As a result, many telecom players — from broadband to mobile to data center operators, benefitted from a surge in the traffic of data and voice. .

article thumbnail

Top 5 Customer Communication Challenges in the Telecom Industry and How to Overcome Them

CommBox

2020 marked a major change for the telecom industry. As the Covid-19 pandemic spread across the globe, countries imposed movement restrictions on their civilians, forcing them to spend a lot more time at home, either for work or leisure. As a result, many telecom players — from broadband to mobile to data center operators, have benefitted from a surge in the traffic of data and voice.