Adrian Swinscoe
FEBRUARY 24, 2023
This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and customer experiences have in common first appeared on Adrian Swinscoe
Zendesk
FEBRUARY 10, 2023
Simply put, customer experience (CX) is how customers perceive all of the interactions they have with a company at any given point in the buyer’s journey.
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Waypoint Group
FEBRUARY 6, 2023
The current mantra: “Customers churn when they don’t see the value. CS is all about ensuring the customer sees value.” But CSMs must refocus to add real value. Note: This article appeared on LinkedIn and had outstanding participation from many noted CS industry experts.
Callminer
FEBRUARY 13, 2023
In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey
Lumoa
FEBRUARY 9, 2023
The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues.
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
FEBRUARY 15, 2023
Around the time of my wife and I’s wedding anniversary, to celebrate, we took Monday afternoon off and went for a walk at a local nature […] The post A story about inclusive customer experience first appeared on Adrian Swinscoe
The Belding Group
FEBRUARY 8, 2023
Most of us have 'internal customers' - people in our own company who rely on us to provide them with some level of service or support. Unfortunately, just as there are difficult external customers, there are also difficult internal customers.
Myra Golden Media
FEBRUARY 4, 2023
Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. You must understand your customer’s experience and relay that understanding to them. Knowing how they feel and how they see things is crucial.
Callminer
FEBRUARY 15, 2023
How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience
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Lumoa
FEBRUARY 7, 2023
With all relationships, taking the time to listen is crucial to its success. Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction.
Inside Customer Service
FEBRUARY 2, 2023
Imagine you had to improve customer satisfaction. You are given limited time and a small budget. Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results?
Adrian Swinscoe
FEBRUARY 21, 2023
Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center first appeared on Adrian Swinscoe
The Belding Group
FEBRUARY 8, 2023
It's frustrating when other people's concepts of time appear to be completely out of sync with yours. It's one of the things that makes external and internal customer service challenging. Shaun Belding | www.shaunbelding.com Winning with Customers
Speaker: Sneha Narahalli - VP, Head of Product at Sephora
In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.
Experience Investigators
FEBRUARY 7, 2023
How do you treat your customers after they leave? Customers appreciate being treated like loyal customers. In fact, organizations that invest in successful customer loyalty programs increase revenue up to 2.5 times faster than their competitors , according to Harvard Business Review.
Callminer
FEBRUARY 5, 2023
Today's financial services organizations face an entirely new set of CX challenges. Read this blog to learn how customer feedback data can be the key to transforming experiences
PeopleMetrics
FEBRUARY 21, 2023
Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers.
The DiJulius Group
FEBRUARY 20, 2023
I have a confession to make. As an entrepreneur, terms such as “the great resignation”, “quiet quitting”, and “the canceling of hustle culture” really made me angry, at least initially. They are the opposite of everything I have ever known to be the recipe for success.
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Adrian Swinscoe
FEBRUARY 12, 2023
Today’s interview is with Greg Kihlström, author and Principal at GK5A, who advise organisations on customer experience, marketing technology, and digital transformation initiatives. He is also […] The post Building your house to be able to deliver a truly personalised customer experience – Interview with Greg Kihlström of The Agile Brand first appeared on Adrian Swinscoe
SixteenVentures
FEBRUARY 18, 2023
Expansion – not simple renewal – is the ultimate indicator of a successful customer. There’s a way to handle expansion (upselling, cross-selling, land-and-expand, etc.) that results in limited, incremental growth in customer account value.
cxservice360
FEBRUARY 28, 2023
User experience (UX) is like a first date. Just as a bad first date can leave you feeling frustrated and unfulfilled, a poorly designed user experience can leave your customers feeling frustrated and unfulfilled too. But fear not!
Callminer
FEBRUARY 3, 2023
Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations to continue advancing their automation journeys
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Customer Think
FEBRUARY 22, 2023
In today’s digital, always connected world, Google too often stands as a gatekeeper between entrepreneurs and small businesses and financial success.
The DiJulius Group
FEBRUARY 6, 2023
According to research by Gartner, by 2026 one hour will be spent in the metaverse every day by at least 25% of us. And Bloomberg reports that metaverse technology platforms could become an $800 billion market as soon as next year. FOMO (fear of missing out), anyone?
Adrian Swinscoe
FEBRUARY 3, 2023
Today’s interview is with Tony Adams, Product Manager at Supercell, the global gaming company based in Helsinki, Finland. Tony joins me today to talk about Player […] The post Imagine having to type a ticket using a gaming console – Interview with Tony Adams of Supercell first appeared on Adrian Swinscoe
Experience Investigators
FEBRUARY 21, 2023
Finding Empathy In Customer Experience It’s easy to assume that empathy is one of those things…we should all know it, feel it, and share it. Just typing that sounds like a better world, a world in which we understand our fellow humans better.
Speaker: William Haas Evans - Principal Consultant, Product Strategy Practice Lead, Kuroshio Consulting
In this webinar, we'll explore product strategy obstacles and present practices to overcome them while driving clarity and alignment across your executive team.
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