August, 2023

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How to use emotional design in CX to escape the B2B commodity trap

Customer Think

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.

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The 3 Essential Customer Service Skills (and How to Grow Them)

Inside Customer Service

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.

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When it comes to customer experience transformation, technology isn’t the problem

Adrian Swinscoe

I was in Las Vegas recently for Pegaworld iNspire 2023, Pega’s annual customer event. It’s the first time it’s been held in person for four years, and […] The post When it comes to customer experience transformation, technology isn’t the problem first appeared on Adrian Swinscoe.

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CallMiner Product Innovation Series: August 2023

Callminer

CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.

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2024’s Retail Odyssey: Going Small, Artificial, and Augmented!

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

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How To Spot a Workplace Power-Up

The Belding Group

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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Nobody raves about average. Be GREAT out there!

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!

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How AI and GenAI is shaking the status quo in CX for your eyes only

eglobalis

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

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From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade

Adrian Swinscoe

This is a guest post by Dana Bishop, VP of Experience Research Strategy at UserTesting. Over the last decade, the user experience (UX) industry has not […] The post From sole ambassadors, to the heart of business decisions: the UX evolution of the last decade first appeared on Adrian Swinscoe.

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25 voice of customer examples and takeaways

Callminer

Voice of the customer analytics is crucial for businesses to gather insightful customer feedback, utilizing strategies such as surveys, social media listening, in-app reviews, live chat, and more.

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How To Optimize Your Support Strategy for Messaging Channels

Help Scout

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

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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

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Can a Customer Data Platform Enhance Your Customers’ Experience?

ECXO

Can a Customer Data Platform Enhance Your Customers’ Experience? Join us for an insightful event presented by the European Customer Experience Organization (ECXO) in collaboration with SAS , a leading global analytics software company – Empowering Better Outcomes. When: September 13th Time: 1 PM CET – 12 PM GMT Registration is exclusively available on ZOOM: [link] Get ready for another enriching session featuring an exceptional lineup of panelists: Anne Frisgaard Jacobsen, Dire

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The £126 Million Problem: How Call Abandonment and Misrouting Are Costing UK Contact Centers

Customer Think

Introduction to the Call Abandonment and Misrouting Problem We’ve all been there — stuck on a phone call with an automated service, unable to reach the right department, or worse, giving up on the call out of sheer frustration. According to a recent joint study by Teneo.

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How to use emotional design in CX to escape the B2B commodity trap

eglobalis

How to use emotional design in CX to escape the B2B commodity trap , customer experience, product experience The post How to use emotional design in CX to escape the B2B commodity trap appeared first on Eglobalis.

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Don’t drop the omni-channel baton and win the CX relay race 

Adrian Swinscoe

This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio. Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe.

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Software Composition Analysis: The New Armor for Your Cybersecurity

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

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How BPOs can use AI to improve quality assurance

Callminer

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.

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Using ChatGPT for Customer Service

Help Scout

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

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Want to Boost Employee Engagement? Build This Kind of Culture

The DiJulius Group

Think about the last time you made someone’s day. It could have been something so simple, but it was clearly a surprising “wow” moment for the other person, leaving a positive impression on them. Yet, at the end of such a day, who feels the best? The day-maker does. And that is exactly what the. Read Full Article The post Want to Boost Employee Engagement?

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GigCX Levels Up: 5 Key Takeaways from the 2023 GigCX Report

Customer Think

The 2023 GigCX Report features the results of Limitless’ annual GigCX survey, with headline data taken from over 400 CX leaders from the U.S. and U.K., and over 600 GigCX Experts across 34 countries in six continents, including the U.S., U.K., Canada, Brazil, Australia, Indonesia, India, South Africa, France and Germany.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper

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Achieving Customer Experience Goals: Blending People, Tech & Metrics

Doing CX Right

CX leaders Stacy Sherman and Tim McElgunn share data-proven strategies to achieve your customer experience goals in 2023 and beyond The post Achieving Customer Experience Goals: Blending People, Tech & Metrics appeared first on Doing CX Right.

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Navigating the Path to Affinity: Cultivating Client-Centricity in Professional Services

ECXO

This article was originally posted at [link]. Professional services (PS) and consulting is critical to client experience. But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar.

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Going the Extra Mile: Delivering Exceptional Customer Service

C3Centricity

Introduction: [Capture the reader’s attention by highlighting the significance of exceptional customer service in today’s competitive business landscape. Emphasize how going the […] The post Going the Extra Mile: Delivering Exceptional Customer Service first appeared on c3centricity.

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The Beginner’s Guide to Help Scout

Help Scout

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Here is a Great Way to Test Your New Employee’s Service Aptitude

The DiJulius Group

The Employee Service Aptitude Test One of the best tools for measuring if an employee’s service aptitude is high enough to start interacting with a company’s customer is the Employee Service Aptitude Test (E-SAT), created by The DiJulius Group. The E-SAT is a customized test that asks approximately 25-50 multiple-choice questions about common situations that.

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Guide For Implementing Restaurant Customer Feedback Software

Customer Think

Among the various industries, restaurants are the ones that have no expiry and whose business will never stop. This industry is recognized for its exceptional food and delivering the best customer experiences. Hence, customer feedback is key to understanding diner preferences and improving overall operations. This is where restaurant feedback software comes into play.

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Why self-service and the employee experience drive cost savings with VirginPulse’s Michael Pace

Zendesk

Businesses increasingly understand and embrace the value in providing well-being benefits to their employees. Those investments can yield significant dividends: better morale, increased productivity, and higher levels of talent retention. To meet this growing need to nurture and support employees, businesses have been turning to services such as VirginPulse , a company that has seen incredible rates of growth every year: upwards of 15–20 percent.

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Digital Twins: A Marketer’s Guide

ECXO

You’ve probably heard of digital twins and may be wondering, what is a digital twin and is it applicable to marketing? The concept of digital twins first came about in manufacturing in the early 2000s, where simulations of manufacturing systems, machines, and processes are created for the purposes of predictive maintenance or quality control. As with most breakthrough concepts, the idea of digital twins has made it out of manufacturing and into marketing and customer engagement.

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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.

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The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

Intercom

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? Today, most innovative solutions arise from the collective efforts of multidisciplinary teams, with each member bringing their unique strengths to the table. And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

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8 Best Practices for Designing a Helpful Contact Page

Help Scout

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.

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How To Be A More Effective Leader By Learning The Best Way of Storytelling

The DiJulius Group

Storytelling is a powerful tool used for centuries to convey important messages and lessons. Stories can capture people’s attention, engage their emotions, and inspire action. In recent years, storytelling has become increasingly important in the workplace, as leaders have recognized its potential to motivate employees, build strong teams, and drive business results.

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Crafting the Future of Homes with IoT Smart Home App Development

Customer Think

The concept of home automation solutions, once considered a distant futuristic vision, has now seamlessly woven into our daily lives. With the advent and ascendancy of the Internet of Things (IoT), the very definition of our living spaces has been redefined, evolving into intelligent ecosystems that respond, adapt, and anticipate our needs.

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The Future of Customer Loyalty: Rewards, Retention, Appreciation, and More

Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One

Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. Discover how the combination of loyalty management and MACH technology can revolutionize your retail strategy, ensuring sustained customer success through the holiday rush, into the new year, and beyond.