Adrian Swinscoe
JULY 28, 2023
This is a guest post from Nevilson Christian, Founder of SeekThem. Imagine this: You visit an online retail website for the first time. The website automatically […] The post Creating memorable customer experiences: Inspiring loyalty first appeared on Adrian Swinscoe.
Callminer
JULY 7, 2023
CallMiner VP of Product Management, Bruce McMahon, shares updates in the 2023.07 release, including the type of data users can collect, as well as how and where that data is viewed.
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Inside Customer Service
JULY 13, 2023
Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.
Bill Quiseng
JULY 5, 2023
QUI QUOTE: A customer complaint is a gift. Take the perspective that your customers complain because they want to help your business. Otherwise, they would say nothing and walk away, intent on never returning. A customer may not always be right. But they are always your customer. Do whatever it takes to make them feel right. Listen and allow the customer to vent.
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.
Beyond Philosophy
JULY 13, 2023
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.
Customer Think
JULY 7, 2023
Is customer experience maturity the priority in your Chief Customer Officer Playbook? In all team sports, maturity is paramount. In rowing or crew, for example, immaturity means lack of synchronization. The lowest common denominator spells the team’s success. In fact, lack of synchronization is at the heart of any sports team’s maturity and success.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
ECXO
JULY 4, 2023
Batch AND Real-time Marketing Analytics, instead of Batch OR Real-time Using technology and analytics to support marketing is not especially new. It is fair to say that it has been possible for some time. Many organisations have invested in marketing platforms, for example. However, there is a niggling problem. The investment may have been made, but few marketers are really getting full satisfaction from those investments.
Fonolo
JULY 5, 2023
Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible. Here’s your complete guide to improving customer perception of your business.
Beyond Philosophy
JULY 20, 2023
I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To be fair, one vitamin bottle caught my attention. In large text, it read “Chillax.” But I will get back to that in a minute.
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.
Customer Think
JULY 7, 2023
Sow seeds in the community While there are many profitable business ideas and avenues to successful business growth that get greater attention, a too-often overlooked approach is that of focused community engagement.
Adrian Swinscoe
JULY 10, 2023
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
Callminer
JULY 26, 2023
Discover why product experience (PX) plays such a crucial role in the customer journey and how it directly impacts customer retention and satisfaction.
MyCustomer Experience
JULY 3, 2023
Silos. They're the dreaded beasts lurking in the corners of many organizations, often seen as the primary enemy of a unified, cohesive. 3rd Jul 2023 By Chantel@brandlove.co.
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TeamSupport
JULY 25, 2023
As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. You train them on understanding customer needs and how to demonstrate empathy so customers leave the interaction feeling seen and heard.
Lumoa
JULY 17, 2023
Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point!
Customer Think
JULY 5, 2023
Image Source: Wikipedia Data has become the lifeblood of modern marketing. It now touches almost every aspect of the marketing function. But using the wrong data (or the right data in the wrong way) can lead to ineffective and costly de.
Adrian Swinscoe
JULY 24, 2023
Today’s interview is with Sheila Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of […] The post Our transformation journey and unleashing the power of AI and automation – Interview with Sheila Anderson of Aflac first appeared on Adrian Swinscoe.
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.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
Hodusoft
JULY 19, 2023
In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.
TeamSupport
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.
Doing CX Right
JULY 9, 2023
Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership. The post Future-Proofing Your Business with Unstoppable CX Leadership and Innovation appeared first on Doing CX Right.
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?
Customer Think
JULY 5, 2023
There has been much hand-wringing about ChatGPT recently and how it might enable a generation of students to simply cheat their way through school. If you’ve been around long enough, you may remember the same worries about the use of handheld calculators in schools.
Adrian Swinscoe
JULY 14, 2023
Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. […] The post The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow first appeared on Adrian Swinscoe.
Callminer
JULY 19, 2023
Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.
The DiJulius Group
JULY 14, 2023
As we know, when it comes to purchasing products and services, today’s customer is no longer willing to sit back and accept anything even close to mediocrity. What used to be thought of as a simple purchase is now a Brand Experience. Consumers take their interactions with businesses seriously, with clear visions–and strong expectations–for customer.
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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
TeamSupport
JULY 13, 2023
Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.
Experience Investigators
JULY 7, 2023
How to Overcome Objections and Win Support for New Customer Experience (CX) Initiatives 9AM on Thursday, 7/13 Register Here In today’s uncertain business environment, some leaders are hesitant to invest in customer experience (CX) initiatives. But what if the decision-makers in your organization understood their top objections are actually reasons to support CX?
Customer Think
JULY 7, 2023
In today’s fast-paced and customer-centric business environment, gathering real-time customer feedback and engaging in social media conversations are both vital practices. These approaches enable organizations to gain valuable insights, enhance their products/services, and deliver the exceptional experiences our customers have come to expect.
Adrian Swinscoe
JULY 5, 2023
Today’s interview is with Michael Upton, Chief Digital & Technology Officer at First Tech Credit Union (or First Tech), which is the US’s premier credit union […] The post The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union first appeared on Adrian Swinscoe.
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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