Shaun Belding
JULY 9, 2021
Customer Service Tip: Lose The Rules Here’s a huge customer service tip: Lose the rules, and make it EASY for customers to do business with you. The more hoops you make your customer jump through, and the more rules you have for your customers to follow, the less they will enjoy their experience with […].
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Matt Roberts, co-founder of Zokri. There’s a reason why strategy frameworks like Balanced Scorecard (BSC) have the ‘Customer’ as the […]. The post Creating outstanding CX from the top-down and bottom-up first appeared on Adrian Swinscoe.
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Customer Think
JULY 9, 2021
For many of today’s retailers, ecommerce is a vital consideration. Consumers have long grown used to shopping online, and a dedicated ecommerce website is an excellent choice. But apps make shopping easier than ever before, and shouldn’t be overlooked. Building an app shouldn’t be taken lightly – they require thoughtful design and need to allow […].
Adrian Swinscoe
JULY 9, 2021
Prior to the pandemic, I often heard tales of people talking about how their busy days were full of back to back meetings. On hearing these […]. The post Two radical ideas for experience leaders first appeared on Adrian Swinscoe.
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Customer Think
JULY 9, 2021
The practice of measuring success spans all industries and lines of work. Outlining the metrics of success, or key performance indicators (KPIs), is how most organizations determine whether or not they are on the right track to meet their goals. KPIs can be extremely helpful; however, it can also be easy to get lost in […].
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Your customers want to feel noticed. They’re keen to communicate, […]. The post Why should you personalize everything for your customers first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JULY 9, 2021
Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
Image source: vocso.com The wedding industry in India is an ever-expanding business that has been experiencing some significant improvements with modernization. With such progress, you shouldn’t miss this opportunity of investing in this lucrative industry. Being an entrepreneur, you’re looking to kick-starting your own wedding aggregator portal, right?
Adrian Swinscoe
JULY 9, 2021
I remember flying from London to Barcelona five years ago to speak at a conference. On entering the departure lounge, I was notified that the plane […]. The post Why the future of customer experience lies in the present first appeared on Adrian Swinscoe.
Heart of the Customer
JULY 9, 2021
I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would motivate employees to think more about customers and improve their experience. Without mincing […].
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.
Adrian Swinscoe
JULY 9, 2021
Over the last 12 months, we have seen a surge in investment in Artificial Intelligence (AI) enabled customer self-service technologies as brands have put in place […]. The post Three ways that organizations are under utilizing AI in their customer experience first appeared on Adrian Swinscoe.
Conversation Agent
JULY 9, 2021
“And forgive us our debts, as we also have forgiven our debtors.” How did debt, a moral obligation, become associated with sin? It's a long story. Debt in this sense of social obligation was recorded in the Sumer civilization around 3,500 BC. “I owe yous” (IOUs) were used as a credit system well before coins appeared in 600 BC. The introduction of a thing outside the obligation, created a new layer of meaning.
Adrian Swinscoe
JULY 9, 2021
Elton John once famously sang, “Sorry seems to be the hardest word.” However, according to some recent CallMiner data, “Sorry” doesn’t seem to be a hard […]. The post Elton John was wrong, sorry isn’t the hardest word first appeared on Adrian Swinscoe.
Zendesk
JULY 9, 2021
In the early 2000s, the thought of companies connecting with customers over instant messaging would have seemed ludicrous. But in 2021? That’s the norm. According to the Zendesk Customer Experience Trends Report 2021 , messaging channels like WhatsApp and Facebook are becoming new consumer favorites. Nearly a third of customers said they messaged companies over communication apps for the first time in 2020.
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.
Adrian Swinscoe
JULY 9, 2021
Almost a year ago, at Pega’s iNspire event, I watched a presentation by Jeff Nicholson, VP of CRM Product Marketing at Pega, and Paul Greenberg, a […]. The post The emerging landscape of service first appeared on Adrian Swinscoe.
SurveySensum
JULY 9, 2021
I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do we need to post more on social media?” . “Should we follow suit and do what the competition is doing?” . “Should we dive headfirst into the latest marketing trend?”.
Adrian Swinscoe
JULY 9, 2021
This is a guest post from Shandel McAuliffe, Head of Content at Cezanne HR. A lot of businesses probably haven’t had much time to review their […]. The post Is your employee engagement strategy right for 2021? first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
What is a brand? And what does it mean to ride for the brand? Having grown up on a farm, I know brands and branding well. In farm and ranch life, a brand is an identifier for your livestock, a symbol imprinted on an animal’s skin/hide. (There are ot.
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
Adrian Swinscoe
JULY 9, 2021
In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX). When I read that, I wondered if that implied it wasn’t […]. The post Three apps that are making customer experience more inclusive first appeared on Adrian Swinscoe.
Sprinklr
JULY 9, 2021
At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Justin Garrity, who shared his thoughts on working at Sprinklr.
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems. Don joins me today to talk about customer experience and […]. The post Crushing complexity and keeping customer outcomes front and centre – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Zendesk
JULY 9, 2021
Instead of making your customers wander through the pages of Google, optimizing your knowledge base will help them find information fast – a huge advantage when it comes to meeting your customers’ needs. If your knowledge base isn’t optimized for search engines, you’re losing a large number of potential new customers. Moreover, you’re missing out on the opportunity of enabling your existing customers to self-serve.
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
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with Jan Kodadek is the Digital Lead for the Sexual Wellbeing category at Reckitt. Jan joins me today to talk about the massive […]. The post Improving the customer experience of a FMCG category through a pandemic – Interview with Jan Kodadek first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
Over the last couple of years, Connected TV, via channels like Hulu and IMDB, has emerged as a productive new advertising medium. CTV offers two key benefits: precise household-level targeting, and accurate tracking for attribution. Which is exac.
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with David Campbell, the vice president of product marketing at SugarCRM, the #1 rated Customer Experience platform. David joins me today to talk […]. The post Are companies on the cusp of a customer relationship crisis? – Interview with David Campbell of SugarCRM first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would mo.
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
Adrian Swinscoe
JULY 9, 2021
NOTE: This episode contains some profanity. Not too much but definitely some. You are warned! Today’s interview is with Borzou Azabdaftari, Boss at The Falcon Lab, […]. The post Your values are designed to attract, but also to repel – Interview with Borzou Azabdaftari of The Falcon Lab first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
These days, dealing with customer service is a part and parcel of the daily routine for most companies, no matter where your company is located it can be anywhere in Colombia, Australia, or any other part of the world. Even though with a bare minimum at times, acknowledging good customer relationships is still the lifeblood […].
Adrian Swinscoe
JULY 9, 2021
Today’s interview is with Steve Lucas, CEO of iCIMS, a talent cloud company. Steve joins me today to talk about changes in working patterns over the […]. The post Employee experience, the war for talent and what to avoid in a back to the office strategy – Interview with Steve Lucas of iCIMS first appeared on Adrian Swinscoe.
Customer Think
JULY 9, 2021
NPS may be hurting your employees If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you: Depending on your business and/or your business model, it’s just p.
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.
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