eglobalis
SEPTEMBER 12, 2023
What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.
Inside Customer Service
SEPTEMBER 14, 2023
A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.
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Callminer
SEPTEMBER 19, 2023
Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.
Adrian Swinscoe
SEPTEMBER 29, 2023
This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? first appeared on Adrian Swinscoe.
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.
Customer Think
SEPTEMBER 21, 2023
As a business leader, creating a brand identity that resounds with your audience isn’t simply about having a solid business plan, an eye-catching logo and color scheme, or a memorable slogan. It is about leveraging the ultimate customer experience.
Totango
SEPTEMBER 22, 2023
Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Steven Van Belleghem
SEPTEMBER 24, 2023
Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. I love how he spent the last six months living on the premises that he’s been renting out through his own platform.
Callminer
SEPTEMBER 8, 2023
Bruce McMahon, VP of Product Management, shares updates from the 2023.09 release including enhancements to bulk export API capabilities, giving customers even more control over their data.
Adrian Swinscoe
SEPTEMBER 22, 2023
This is a guest post by Jon Brooks, Head of Financial Services at Sabio Group. In the dynamic landscape of financial services, where numerous firms are […] The post Why financial services firms must stand out through stellar customer experience first appeared on Adrian Swinscoe.
Customer Think
SEPTEMBER 22, 2023
During my career, I have learned that no matter what one is selling, the account executives and sales leaders who win together most often are those who consistently stay in sync. And they do that by maintaining what I call a “partnership mentality.
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
SEPTEMBER 18, 2023
Since the middle of the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on.
Beyond Philosophy
SEPTEMBER 21, 2023
Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.
Experience Investigators
SEPTEMBER 26, 2023
What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.
Callminer
SEPTEMBER 25, 2023
The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.
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Adrian Swinscoe
SEPTEMBER 17, 2023
Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that […] The post Interview with Micah Peterson of ProcedureFlow first appeared on Adrian Swinscoe.
C3Centricity
SEPTEMBER 26, 2023
How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.
The DiJulius Group
SEPTEMBER 10, 2023
Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders.
Beyond Philosophy
SEPTEMBER 14, 2023
Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.
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.
Experience Investigators
SEPTEMBER 5, 2023
“We are dedicated to becoming a customer-centric company.” This is how the conversation started. So I asked, “What does that mean?” The business leader proudly walked up to the whiteboard, and drew this: And that’s the challenge. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric?
Doing CX Right
SEPTEMBER 9, 2023
Greg Kihlstom, author and two-time CEO, and Stacy Sherman explain how to personalize customer experiences without compromising data privacy and become a respected industry leader. The post Enriching Customer Interactions: the Balance of Personalization and Data Privacy appeared first on Doing CX Right.
Adrian Swinscoe
SEPTEMBER 10, 2023
It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe.
C3Centricity
SEPTEMBER 12, 2023
In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.
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
SEPTEMBER 5, 2023
“What a great honor and responsibility, to be a fundamental reason why people accomplish more, enjoy more, and are more fulfilled in the one life they have to live.” Think for a minute about how much you talk about your time at work — with fellow employees and clients, at home, on the golf course, Read Full Article The post Employees Talk About Work, A Lot.
Beyond Philosophy
SEPTEMBER 7, 2023
We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they are. Understanding how customers evaluate pricing can help you correctly price your products or services. So, today, we will talk about three simple tactics you can use to maximize your pricing to gain profit. However, before we delve deeper into that, let’s first cover the three different consumer psychology theories about how customers evaluate pricing.
Experience Investigators
SEPTEMBER 29, 2023
This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.
ECXO
SEPTEMBER 30, 2023
09(13) Celebrating CX Day Everyday: In the ECXO, Where Passion Meets Experience! Dear ECXO and Global CX Community, Every day is a chance to embrace and enhance the customer experience and the lifes of your employees. Today and every day, we’re reminded of our incredible impact on those we serve. Our passion fuels our dedication, making every interaction a meaningful one.
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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
Adrian Swinscoe
SEPTEMBER 27, 2023
Today’s interview is with Cathrine (Cathy) Jooste, President of the Business Process Outsourcing Division, and John Samuel, EVP and CTO, at CGS, a global provider of […] The post CX in the age of AI: A leading outsourcer’s perspective – Interview with Cathy Jooste and John Samuel of CGS first appeared on Adrian Swinscoe.
C3Centricity
SEPTEMBER 8, 2023
Introduction: [Capture the reader’s attention by highlighting the importance of personalization in delivering exceptional customer experiences. Explain how organizations that leverage customer […] The post The Power of Personalization: Unleashing Customer Data Analytics for Tailored Experiences first appeared on c3centricity.
Fonolo
SEPTEMBER 21, 2023
Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency!
CX Network
SEPTEMBER 21, 2023
Mitch Todd, product marketing manager for NICE, shares the crucial steps businesses can take to empower contact center teams and drive efficiency
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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