August, 2023

article thumbnail

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.

B2B 123
article thumbnail

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.

Insiders

Sign Up for our Newsletter

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

article thumbnail

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.

article thumbnail

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.

article thumbnail

How to Easily Navigate Crypto Accounting in the Web3 Era

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively

article thumbnail

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.

264
264
article thumbnail

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!

CX 146

More Trending

article thumbnail

The One Thing Every Customer Experience Person Should STOP Doing Right Now

Customer Think

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?

article thumbnail

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.

246
246
article thumbnail

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.

article thumbnail

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.

111
111
article thumbnail

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

article thumbnail

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

article thumbnail

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.

B2B 121
article thumbnail

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.

article thumbnail

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.

CX 246
article thumbnail

How To Craft Your Perfect Retail Tech Stack

Speaker: Jason Cottrell and Brian Walker

The era of all-in-one platforms is over. Now, retail success depends on integrating a blend of diverse technologies to thrive. As customers and stakeholders expect agility and innovation, how can you meet these expectations efficiently without stumbling into complexity? Explore a customer-centric approach to navigating digital transformation in retail.

article thumbnail

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.

AI 300
article thumbnail

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.

98
article thumbnail

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.

article thumbnail

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.

article thumbnail

Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, 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.

article thumbnail

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.

CX 98
article thumbnail

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

Adrian Swinscoe

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.

190
190
article thumbnail

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.

article thumbnail

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?

article thumbnail

Reimagine Your Communications With A Unified Platform

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.

article thumbnail

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?

article thumbnail

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.

article thumbnail

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.

article thumbnail

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?

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

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.

article thumbnail

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.

98
article thumbnail

Patient Appointment Systems in Hospitals

Qmatic

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

article thumbnail

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.

article thumbnail

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?