June, 2024

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How to set expectations with customer service reps

Inside Customer Service

I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.

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Workforce engagement management: Strategies, tools & best practices

Callminer

Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.

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IT’S PASSION

Futurelab

#NoBullshitCX #20yearsFuturelab “Make your work rewarding.” Last week my company held a conference to exchange knowledge and experience with partners and clients. We all had a great day of workshops, presentations, and networking. The topics covered anything from customer metrics to AI. For the evening, we all went to a nice restaurant nearby the conference venue.

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The Rule of Three QUI TAKEAWAYS to Deliver the World’s Best Customer Experience

Bill Quiseng

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

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SaaS Evolution: The Critical Role of Embedded Finance

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.

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How artificial intelligence in task management can transform the customer and employee experiences

Adrian Swinscoe

This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.

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Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

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A guide to customer experience tools: Boosting satisfaction and loyalty

Callminer

CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.

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TOO EXPENSIVE OR NOT DELIVERING ON VALUE?

Futurelab

#NoBullshitCX #20yearsFuturelab “Every comment has a context.” Not reading customer comments can cost you more than money. That’s what my last week’s column was about. But today I want to tell a story of how we analysed the comments and…decided to ignore them. Well, almost. We ran a Voice of the Customer pilot for a much-loved global lifestyle product.

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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish

Adrian Swinscoe

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.

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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

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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions. This strategy should encapsulate everything from understanding customer behaviors and preferences to aligning internal processes and cultures around those insights.

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Exceptional Design – Enhancing Tech Adoption and Customer Experience

Customer Think

Exceptional Design Enhancing Tech Adoption and Customer Experience Article source: [link] In the rapidly evolving landscape of technology, digital product design has emerged as a critical factor influencing adoption rates and overall customer experience.

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How to uncover customer insights with data mining software

Callminer

Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.

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NOT EVERYONE IS NATURALLY CUSTOMER CENTRIC

Futurelab

#NoBullshitCX #20yearsFuturelab “Hire for attitude, train for success.” When you start your CX programme, it is vital to involve your employees early on. To create a customer centric organization, your people need to be willing, skilled, and able to be customer centric. Let’s talk about the willing part first (we’ll get to skilled and able later). We all had poor experiences, but did they happen because someone decided “I am going to RUIN someone’s day today”?

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

ECXO

DALL-E development by ECXO The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience. From automotive components to consumer goods packaging, AI tools are revolutionizing the creative process, reducing development cycles, enabling easy and less costly simulations

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Financial brands need to shore up trust…or we’re all going to sink

Adrian Swinscoe

This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.

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The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience

eglobalis

The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience The post The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience appeared first on Eglobalis.

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How to Develop a Comprehensive Employee Experience Program to Boost Your Company

Customer Think

Image source ECXO.org How to Develop a Comprehensive Employee Experience Program to Boost Your Company “Start with the needs of employees first. They may not stick around for long“ The article source: – [link] Introduction Developing a comprehensive Employee Experience program is essential for driving positive business outcomes.

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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 innovative automation to revolutionize outdated call review processes!

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The importance of brand experience in contact centers

Callminer

Contact centers are responsible for more than simple answering customer phone calls or live chats. Read this blog to learn about the connection between brand experience and contact centers.

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ARE WE STILL TALKING ABOUT RECOMMENDATION?

Futurelab

#NoBullshitCX #20yearsFuturelab “Cut down mental effort.” Last week was my birthday. One of the gifts I received was a book–not written by my favourite author but recommended by him. My To Be Read stack is rather large, and it’s only growing, but that does not stop me from getting more books*. I do not stop there. I also want to watch every series, listen to every new album, visit every city, and try every food on the planet.

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

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Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft

Adrian Swinscoe

Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.

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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.

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Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience

ECXO

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Yes, you heard it right—sometimes, talking less and listening more can be the magic key to unlocking a treasure trove of benefits for your workplace and customer relations.

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CX ROI Handbook: Connecting Customer Experience and Employee Experience ROI

Customer Think

What is the employee experience and customer experience ROI connection? Let’s take a look at all the players and definitions. Business value is: — Created primarily by ALL non-customer-facing employees and suppliers. — Communicated by Marketing and Sales employees. — Fulfilled by Operations and Service Delivery employees and partners. — Rescued by Service Recovery employees.

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Enhancing Tech Adoption through Exceptional Design

eglobalis

Enhancing Tech Adoption through Exceptional Design by Ricardo Saltz Gulko The post Enhancing Tech Adoption through Exceptional Design appeared first on Eglobalis.

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How We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience

Beyond Philosophy

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

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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.

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Product News – June 2024

Lumoa

Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

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Overcoming cultural latency: How video technologies support today’s hybrid workplace

Adrian Swinscoe

This is a guest post from Colin Farquhar, senior vice president of enterprise IP video, and Kerry Lindsay, vice president of human resources at IPTV specialist: […] The post Overcoming cultural latency: How video technologies support today’s hybrid workplace first appeared on Adrian Swinscoe.

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The Double Agents of CX: Who are they and what do they do?

ECXO

The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

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How to Use ChatGPT-4o in Customer Service

Customer Think

OpenAI´s launch of GPT-4o marks a significant leap forward in LLMs (large language models) in regard to combining the capabilities of text, audio, and visual data processing. This comprehensive AI model promises to transform customer service.

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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.