January, 2024

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Help phone customers faster with visual communication

Inside Customer Service

Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.

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Six AI questions to ask to drive customer service success

Callminer

Despite all the buzz around AI, most business leaders still struggle to fully understand it. This blog answers six common AI questions to help you understand how it's used in the CallMiner platform.

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Our CX Accelerator Board of Directors

CX Accelerator

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

eglobalis

Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.

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Building Your BI Strategy: How to Choose a Solution That Scales and Delivers

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

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Coming up: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy

ECXO

The European Customer Experience Organization (ECXO) is delighted to announce our first Linkedin live session in 2024: The Yes Code: Cracking the Practical Side of AI-Empowered Customer Conundrum with Lior Arussy at On February 7th at 2 pm CET – 1 pm GMT – 8 am EST Subscribe here: [link] Featuring one of the world’s leading authorities on customer experience, transformation, and change.

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Technology choice, adoption and the paradox of choice

Adrian Swinscoe

Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.

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The ultimate guide to understanding brand sentiment

Callminer

When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.

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Five Tips For Being Decisive

The Belding Group

It’s no accident that these are the people we turn to when whenever a decision needs to be made. The skill of being decisive creates respect and trust, and one of the core qualities that employers look for when hiring or promoting. It is also key component of being perceived as competent – which tells customers and colleagues that they can trust you.

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Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not

eglobalis

Unlocking CEO Mental Fitness: Imagine ''NPS'' as a Custom Gauge for Effective Leadership or Not, Customer Gauge The post Unlocking CEO Mental Fitness: Imagine ”NPS” as a Custom Gauge for Effective Leadership or Not appeared first on Eglobalis.

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Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust

Customer Think

This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).

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HR Meets AI: 🤝 The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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Navigating cultural variances in global marketing: Insights from around the world

Adrian Swinscoe

This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.

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Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates

C3Centricity

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

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Four financial services CX trends to watch for 2024

Callminer

Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.

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The Shortcut Seeking Employee

The Belding Group

It can be frustrating when an employee seems be focused on doing the absolute minimum, but before pointing fingers at them, make sure they shouldn't first be pointed at you. Shaun Belding | www.shaunbelding.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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New year, new CS: 2023 recap and what’s to come in 2024

Totango

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals. Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes.

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Explore the Unique Experiences That Await You at CRS Tucson

Execs In The Know

Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!

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BrandGPT and the future of CX

Adrian Swinscoe

This is a guest post by Jay Wolcott, CEO and co-founder of Knowbl. Statistics show that 81 percent of US consumers shopped online in 2022, but […] The post BrandGPT and the future of CX first appeared on Adrian Swinscoe.

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A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™

C3Centricity

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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7 Essential Criteria for Choosing the Right Payments Partner

Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms

In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.

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Unlocking Success in 2024 With These 6 Essential Learnings From 2023

Beyond Philosophy

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. We did this on the podcast recently. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. So, without further ado, here are the six learnings from 2023 that I hope help you as we head into 2024, starting with: Learning #1: Accomplishments in your persona

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What Have You Done For Your Coworkers Lately?

The Belding Group

For an organization to be truly customer-focused, internal customers - those colleagues who depend on us to get their jobs done - need to be treated with the same care and respect with which we show external customers. Shaun Belding | www.shaunbelding.

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Unlock growth potential with Totango revenue intelligence integrations

Totango

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. In the world of customer success (CS), every customer interaction is an opportunity to hone insights that can sharpen their path to success.

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4 Lessons Learned from Leading the Industry in Customer-Facing LLM-Powered AI Assistants

Execs In The Know

As businesses strive to enhance user experiences and streamline customer interactions, deploying advanced LLM assistants to automate customer interactions has great potential. It’s something we’ve learned a thing or two (or four) about as the vendor that’s launched the most LLM-powered AI assistants in the market to date. In this article, I’ll share four invaluable lessons we’ve learned as a business.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction

Doing CX Right

Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

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Unlocking Customer Insights Mastering the Art of Effective Customer Research

Beyond Philosophy

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

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How to get started with AI in 5 simple steps

CommBox

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. The challenge in 2024? Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The biggest deterrent of AI is no longer a commitment to innovation, but rather strategic planning – or more accurately – knowing how to get started.

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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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Expert tips to unlock business growth with customer success operations

Totango

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

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Why Contact Center Quality Assurance Matters

Customer Service Life

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

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What are the best and worst hotels in the UK?

The Customer Service Blog

The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!!

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How to Elevate the Customer Experience with Conversational Commerce

Lumoa

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

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How To Speak The Language Of Financial Success In Product Management

Speaker: Jamie Bernard

Success in product management goes beyond delivering great features - it’s about achieving measurable financial outcomes that resonate across the organization. By connecting your product’s journey with the company’s financial success, you’ll ensure that every feature, release, and innovation contributes to the bottom line, driving both customer satisfaction and business growth.