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. Whether it’s a phone call to the contact center or something as simple as a conversation with a chatbot, every engagement impacts the relationship between a business and its customers.
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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.
Inside Customer Service
FEBRUARY 16, 2023
You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. (They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic. Asking a customer, "How's your day going so far?" with the sincerity of a robot can hurt the rapport you're trying to build.
Speaker: Shaunna Bruton and Kailey Holmes
Unlock the potential of customer data to create personalized retail experiences that resonate with your audience. This webinar will explore the critical role of customer data in modern retail, providing you with strategies to collect, analyze, and apply data to enhance personalization. Learn from leading retailers, like Harry Rosen, and experts on how to turn data into actionable insights that drive customer satisfaction and loyalty.
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. Shaun Belding | www.shaunbelding.
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. But listening isn’t always that easy. Customers don’t always take the time to express their feelings.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
FEBRUARY 27, 2023
Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.
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.
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? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.
Steven Van Belleghem
FEBRUARY 3, 2023
The 90% tech experience You may remember that I wrote about the 90% tech experience in one of my former pieces: about technology that’s really cool, but that is not (yet) good enough to create breakthrough evolutions in CX. At the end of the day, CX is a 100% human matter. With the stellar rise of breakthrough technology like big data, machine learning, voice recognition, sensors and everything AI and IoT, some of us made the mistake of thinking that CX was mostly about efficiency and reducing f
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
Customer Think
FEBRUARY 14, 2023
Digital technology powers employee experience on the inside to deliver seamless, intuitive experience to customers on the outside. So, when you are creating Customer Experience Programs, you must plan and budget for the time and resources technology te.
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.
Fonolo
FEBRUARY 14, 2023
Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.
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. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.
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
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. So why should customer experience leaders care about customers who are no longer customers??
Steven Van Belleghem
FEBRUARY 26, 2023
It’s about quality It may sound underwhelmingly obvious but if you squeeze the budgets of your supplier to a minimum, they will need to find ways to save money on their own production, materials, content, supply chain or transportation etc. And whatever they will try to economize, this will have an effect on your own customers too. If they cut budgets by using cheaper materials, your customers will receive a less qualitative product.
Customer Think
FEBRUARY 22, 2023
All companies want to build products and deliver support that delights customers. But there’s often a disconnect between what business leaders think customers want and what customers actually need. Using intuition or instinct to guess what customers need rarely works. Many businesses do just that, since about 85% of new products in the U.S.
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.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Fonolo
FEBRUARY 7, 2023
A commitment to care for your personal well-being is above and beyond the customer service you might usually expect from a financial institution. But for almost 100 years, Hawaii State Federal Credit Union has been guided by this founding principal as they do business with – and care for – their 120,000 members. Hawaii State FCU is one of the Aloha State’s leading financial institutions.
Lumoa
FEBRUARY 16, 2023
It’s important for your business to understand your customers. You need to know how they use your products or services and what they expect from you. Using a customer needs analysis and setting up a feedback loop are the key ways to make this happen. You probably know this. But where do you start? One of the best analysis techniques available is the voice of customer (VoC) template.
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. Everything I have ever done in my life to. Read Full Article The post The Canceling of Hustle Culture…Who is Right?
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. And there’s a way to do it that results in consistent, exponential growth in customer account value.
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 innovative automation to revolutionize outdated call review processes!
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.
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.
Fonolo
FEBRUARY 14, 2023
Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right? But in a world of possibilities, you may wonder which processes are best to automate. Or where you should even start. Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.
Lumoa
FEBRUARY 2, 2023
Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.
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.
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? If you have put off educating yourself and. Read Full Article The post Why The Metaverse Will Matter For Customer Experience (CX) appeared first on The DiJulius Group.
Intercom
FEBRUARY 22, 2023
With 100 million users since being unveiled last November, ChatGPT is certainly the chattiest chatbot in the long history of conversational bots. Indeed, it’s already being talked about in the same terms as the most transformative communications innovations ever invented. Sure, Gutenberg’s printing press or Berners-Lee’s World Wide Web changed the course of human history, but nothing has ever had quite the immediate impact of OpenAI’ s groundbreaking ChatGPT.
Customer Think
FEBRUARY 13, 2023
Leverage customer data and learn from segments to GROW RELATIONSHIPS WITH CUSTOMERS through your DTC channel. If you’re a marketer, it’s important to focus on acquiring the right customers. Otherwise, you’ll spend all your time and energy trying to retain them – which can be costly.
Beyond Philosophy
FEBRUARY 25, 2023
Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.
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.
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