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.
Inside Customer Service
AUGUST 10, 2023
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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Adrian Swinscoe
AUGUST 14, 2023
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.
Callminer
AUGUST 4, 2023
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.
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.
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.
Bill Quiseng
AUGUST 2, 2023
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!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
eglobalis
AUGUST 8, 2023
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.
Adrian Swinscoe
AUGUST 22, 2023
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.
Callminer
AUGUST 14, 2023
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.
Help Scout
AUGUST 22, 2023
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.
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.
The DiJulius Group
AUGUST 18, 2023
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?
Customer Think
AUGUST 30, 2023
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.
eglobalis
AUGUST 1, 2023
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.
Adrian Swinscoe
AUGUST 4, 2023
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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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.
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.
Help Scout
AUGUST 22, 2023
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.
The DiJulius Group
AUGUST 28, 2023
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.
Customer Think
AUGUST 22, 2023
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.
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.
Doing CX Right
AUGUST 14, 2023
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.
Adrian Swinscoe
AUGUST 25, 2023
Today’s interview is like an interview I released a couple of weeks ago and features two, separate interviews that I conducted on a recent trip to […] The post The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega first appeared on Adrian Swinscoe.
Zendesk
AUGUST 9, 2023
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.
Help Scout
AUGUST 22, 2023
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?
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?
The DiJulius Group
AUGUST 13, 2023
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.
Customer Think
AUGUST 18, 2023
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.
Intercom
AUGUST 10, 2023
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?
C3Centricity
AUGUST 31, 2023
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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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
ECXO
AUGUST 29, 2023
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
Help Scout
AUGUST 22, 2023
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.
Qmatic
AUGUST 31, 2023
The digitalization of the healthcare industry has accelerated in the past few years and there’s no indication that this development will pace down in the near future either. The benefits of using technology, such as patient appointment systems, in hospitals and outpatient clinics are many. In this article, I’d like to focus on how a patient appointment system, also known as patient appointment software, can help hospitals improve patient flow management and increase patient experience and staff
Customer Think
AUGUST 9, 2023
There’s an old adage in customer experience. Where B2C goes, B2B follows. But, the distinction between the two is fading. CX is everywhere. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.
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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