Callminer

AUGUST 30, 2023

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.

AI 300

AI 300

The Belding Group

AUGUST 30, 2023

How to Spot a Workplace Power-Up Those shining stars that make work better I have a confession. I’d been struggling to write this for several weeks, trying to find a suitable alternative for the over-used term ‘superstar’ to describe someone who stands out and energizes the people around them. It was my 7-year-old granddaughter […] Shaun Belding | www.shaunbelding.

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264

Customer Think

AUGUST 30, 2023

Our focus in B2B is on how we design experiences that plug into positive emotions to build credibility, trust, loyalty and high lifetime value. We’ve known for years that emotion has an out-sized influence on buying decisions and customer relationships. It’s storytelling that brings out the emotions that motivates a customer. Rationality matters.

B2B 123

B2B CX Customer Relationship Customer Loyalty 123

Bill Quiseng

AUGUST 30, 2023

The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Your relationship with your customers, not their purchase of your product or service, is where true value flows. QUI QUOTE: Relationship capital is the only currency of value to grow your business. So, when it comes to customers and customer experience, think RELATIONSHIPS or go broke.

Customer Experience 78

Customer Experience Customer Satisfaction Customer Loyalty Customer Service 78

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.

Technology

Customer Think

AUGUST 30, 2023

One thing that every customer experience leader should stop doing right now--plus four honorable mentions. CX pros: What is your top thing to stop doing?

Customer Experience 126

Customer Experience CX 126

The Customer Service Blog

AUGUST 30, 2023

The summer of 2023 started well for airlines, after a tumultuous few years following COVID lockdowns in most countries. Passenger numbers were up 30% in the northern hemisphere in June 2023, versus the previous year. But air travel in July and August has been disrupted once again, not only by air traffic control strikes, but also by devastating wildfires in typical tourist hot spots such as Greece, Maui, Tenerife and Canada.

Legal 72

Legal Transportation Finance Start-ups 72

SixteenVentures

AUGUST 30, 2023

You’ve built your Customer Success team from the ground up, and you’re rightfully proud of it. You’ve always had your hands on the steering wheel, ensuring smooth rides for your clients. But now your team is growing. The very thought of scaling conjures up fears of losing that intimate control you’ve had—over your team and […] The post Scaling Your Customer Success Team Without Losing Control appeared first on Customer-centric Growth by Lincoln Murphy.

Sales 64

Sales 64

MyCustomer Experience

AUGUST 30, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

CX 72

CX Customer Experience 72

Customer Think

AUGUST 30, 2023

Martech utilization sucks. At least that’s the conclusion one draws from Gartner’s latest 2023 Marketing Technology Survey, which includes the above chart. “Thinking about the totality of the capabilities made available by marketing technology, what percentage of those capabilities are being utilized by your company today?

Technology 59

Technology Technology 59

ECXO

AUGUST 30, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. We asked Harvard Business Review Analytic Services to survey more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.

Predictive Analytics 52

Predictive Analytics Government Sales Customer Retention 52

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.

Customer Loyalty

Customer Think

AUGUST 30, 2023

The march to data-driven marketing in recent years has been as relentless as the flow of lava down the sides of an erupting volcano.The use of data in marketing is by no means new, but marketers now have access to a vast amount of data regarding custom.

49

49

Help Scout

AUGUST 30, 2023

Do you need a Shopify customer service app to help you manage customer support requests? Find out which Shopify apps are the best in this guide.

Customer Service 48

Customer Service 48

Customer Think

AUGUST 30, 2023

Leading the way in social media engagement, SOCi offers Beta opportunity for latest Genius enhancement

Social Media 75

Social Media AI 75

MyCustomer Experience

AUGUST 30, 2023

Brunch, podcast, infomercial – love them or hate them, there seems to be a never-ending stream of portmanteau words that attempt to distil.

52

52

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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.

Customer Think

AUGUST 30, 2023

GoTo Contact Center expands insight capabilities with AI Chat Analysis

AI 75

AI Contact Center Customer Experience 75