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.
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.
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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.
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.
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.
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.
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.
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 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 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.
Intercom
FEBRUARY 16, 2023
Throughout its history, retail has been punctuated by a great deal of technological advancements, and many have been quick to call each a revolution. But what’s revolutionary isn’t the underlying tech or the medium – it’s the power shift. Before, merchants chose the products and decided where to sell them and how much to charge. Consumers never really had much power.
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.
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.
Zonka Feedback
FEBRUARY 16, 2023
We live in an age where we cannot live without the Internet, but ever so often, it happens that we're in an area of bad connectivity, or the WiFi doesn't work, and your page doesn't load. Imagine the same thing happening when your customer is filling out a feedback form on Customer Feedback App in your restaurant or a lead giving you their information at an event using a Lead Capture Tool.
Steven Van Belleghem
FEBRUARY 14, 2023
What are your core strengths? In these times, it’s more crucial than ever to really understand what your core strengths are. And then to deliver on those. Because the truth is that most of organizations will not win the race for the best price. There’s probably always going to be someone who will be cheaper. And you just don’t want to go into this negative spiral.
SurveySensum
FEBRUARY 16, 2023
There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? Mr. Tanuj Diwan , Head of Product at SurveySensum, took this discussion to LinkedIn, and many interesting and informative insights were shared by CX thought leaders. And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.
Customer Think
FEBRUARY 14, 2023
While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need for those contacts nor build the robust capability to maintain and improve these actions over time.
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
Heart of the Customer
FEBRUARY 16, 2023
I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop solutions. This trip’s primary topic was hiring for a CX team. […] The post The Future CX Leader appeared first on Heart of the Customer.
Beyond Philosophy
FEBRUARY 16, 2023
Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.
The DiJulius Group
FEBRUARY 13, 2023
Business leaders and economists are always obsessing over a recession. Is it coming, has it started, and how long will it last? One of my favorite quotes around this topic is, “(Economists have) predicted nine of the past five recessions.” This basically means no expert knows what the hell they are talking about when they. Read Full Article The post Who Is To Blame For Greedflation?
Customer Think
FEBRUARY 14, 2023
In the past, convenience has always been the ultimate goal for businesses. After all, making things easier for customers is a surefire way to keep them coming back for more. However, as the world of eCommerce has changed, consumer expectations have changed with it.
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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.
MyCustomer Experience
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
Comm100
FEBRUARY 13, 2023
It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.
ClientSuccess
FEBRUARY 14, 2023
Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.
Customer Think
FEBRUARY 14, 2023
(The marketing world has been captivated by ChatGPT for the past several weeks. The generative AI-powered chatbot developed by OpenAI has been widely hailed by some members of the marketing community, and widely criticized by others. While the jury is.
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!
MyCustomer Experience
FEBRUARY 16, 2023
n/a The start of a new year always comes with a slew of business predictions from experts, and 2023 has certainly been no different. I.
The DiJulius Group
FEBRUARY 15, 2023
We often don’t consider that the internal culture directly inside our organizations impacts our external culture. Building teams that work together allows us to focus on the customer. Departments operating in silos, poor internal handoffs, and miscommunication are all employee dissatisfiers and negatively impact customers. Some of the same tools we use externally can also.
ClearAction
FEBRUARY 13, 2023
Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.
Customer Think
FEBRUARY 16, 2023
This is part of a series of articles about brands that are getting it right. Often we see plenty of examples of brands dropping the ball and failing to live up to their promise, but here’s a chance to highlight those who seem to have gotten it fi.
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.
MyCustomer Experience
FEBRUARY 15, 2023
How to Speak the C-Suite’s Language When it Comes to Experience Programmes Customer experience (CX)-led strategies have never been more.
Comm100
FEBRUARY 12, 2023
As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.
cxservice360
FEBRUARY 15, 2023
Working in customer service is a job that a lot of people are going to have at least once in their life. This is a common job as there are a lot of companies that need a lot of professionals to deal with a lot of consumers. Working in customer service is a job quite. Read more The post <strong>3 Important Tips for People Working in Customer Service</strong> appeared first on CXService360 - Customer Service Articles, Stories and more.
Customer Think
FEBRUARY 16, 2023
The assessment is free and provides a breakdown of results across five key areas: Convenience, Understanding, Personalization, Intimacy and Data
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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