Beyond Philosophy

JANUARY 11, 2024

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

Education 89

Education Customer Feedback Start-ups 89

Inside Customer Service

JANUARY 11, 2024

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.

Customer Service 237

Customer Service 237

Adrian Swinscoe

JANUARY 10, 2024

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.

CX 147

CX Artificial Intelligence AI Customer Service 147

Lumoa

JANUARY 8, 2024

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

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.

Technology

The Belding Group

JANUARY 9, 2024

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.

Customer Service 130

Customer Service 130

Execs In The Know

JANUARY 12, 2024

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.

AI 105

AI Legal Artificial Intelligence Customer Experience 105

Intercom

JANUARY 10, 2024

⚡️ Ready to dive straight into the insights? Get the report → Customer support teams will remember 2023 as the year that everything changed. In just 12 months, generative AI went from being an emerging possibility to a stop-you-in-your-tracks, drop-everything phenomenon. It’s transforming the customer service landscape at lightning speed, and heading into 2024, the race for competitive advantage is well and truly on.

Customer Service 100

Customer Service AI Customer Expectations Technology 100

The DiJulius Group

JANUARY 8, 2024

Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when.

NPS 92

NPS Contact Center Customer Experience Customer Service 92

Execs In The Know

JANUARY 9, 2024

In the dynamic world of business and customer service, Business Process Outsourcing (BPO) has emerged as a powerful strategy for organizations to streamline operations, enhance efficiency, and focus on core competencies. However, misconceptions and myths about BPO often cloud its true potential and benefits. In this blog, we aim to debunk common misconceptions surrounding BPO and shed light on its significant contributions to modern business practices.

Finance 93

Finance Innovation Customer Service Customer Experience 93

eglobalis

JANUARY 7, 2024

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.

NPS 84

NPS Artificial Intelligence VOC Contact Center 84

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 Loyalty

Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less. It’s not a job for the faint-hearted, but it’s one today’s guest, Camille E.

Customer Service 86

Customer Service CX AI Start-ups 86

Customer Think

JANUARY 10, 2024

How important is innovation in your organisation? You’re missing out on revenue and growth if it is not one of your top three objectives! Innovation isn’t just a buzzword; it’s a critical component of success. Companies that embrace innovation consistently outperform their competitors, adapt to changing market conditions, and create sustainable growth.

Innovation 81

Innovation 81

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. ( Centric means aligned : customers’ well-being is the center of every decision). Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX).

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

DMG Consulting

JANUARY 8, 2024

Why is there shrinkage in the contact center? Donna Fluss covers the unplanned reasons there is shrinkage in the contact center. The post Why is there shrinkage in the contact center? appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

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The DiJulius Group

JANUARY 10, 2024

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub’s eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where. Read Full Article The post 138: Growing Fast While Not Hurting Your Customer Experience appeared first on The DiJulius Group.

Customer Experience 64

Customer Experience Customer Service 64

Customer Think

JANUARY 9, 2024

Emerging technologies have the power to improve operational efficiency and increase your bottom line – but only if your workforce willingly adopts them.

Technology 77

Technology Technology 77

TeamSupport

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

Technology 59

Technology Technology Predictive Analytics Artificial Intelligence 59

Zonka Feedback

JANUARY 12, 2024

In today's highly competitive business world, providing exceptional customer service has become indispensable for success. According to a study conducted by Microsoft, a staggering 97% of customers consider customer service to be a critical factor in determining their loyalty to a brand. As businesses strive to meet and exceed customer expectations, the helpdesk plays a pivotal role in delivering outstanding support experiences.

Customer Satisfaction 52

Customer Satisfaction Customer Expectations Customer Service 52

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.

Voice of the Customer

SurveySensum

JANUARY 12, 2024

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

Customer Think

JANUARY 12, 2024

As customer advisory board (CAB) managers maintain the momentum of the programs, one of the key checkpoints on initiative status will be their internal stakeholder meetings. After all, such stakeholders are key to ensuring program success and confirming CAB managers have the requisite “air cover” to mandate everyone is doing their part.

71

71

Service Quality Institute

JANUARY 10, 2024

Everyone in the world knows customer service is critical to an organization’s success. The problem in the last few years is the quality of customer service seems to get worse each month. Almost every customer-focused company in the last 20 years has gone through some variation of a customer service program. It’s like attending a class on losing weight.

Customer Service 52

Customer Service 52

Zonka Feedback

JANUARY 11, 2024

With a meteoric rise to over 10 million active users and its acquisition by Salesforce, Slack has cemented its place as the go-to communication platform for modern businesses. With more teams connecting remotely, Slack has emerged as the quintessential tool for seamless collaboration, connecting teams worldwide.

52

52

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?

Technology

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. Well, guess what? That secret ingredient is often right before us; we just don’t see its worth. Here’s a startling fact: according to Forbes, organizations with highly engaged teams realize a 21% greater profitability.

Construction 52

Construction Social Media Start-ups Innovation 52

Customer Think

JANUARY 6, 2024

Keeping your customers satisfied is the key to growing your business and generating more revenue. When your customers are satisfied, they are likely to bring in more prospects to fuel your sales funnel. However, keeping your customers happy is easier said than done, as even established businesses struggle with this challenge from time to time.

Sales 71

Sales Customer Loyalty 71

NGDATA

JANUARY 10, 2024

Disney is a successful brand that has won hearts since 1923 and is now valued at over US$160 billion. The company's strong brand identity creates a visceral feeling in people, and it recently appointed Asad Ayaz as its first Chief Brand Officer. Source The post How the wonderful world of Disney marketing is the secret to its universal success appeared first on NGDATA.

52

52

Execs In The Know

JANUARY 10, 2024

Few can deny the transformative power of AI, with customer experience (CX) set to see some of its biggest and most immediate impacts. Yet what that future actually looks like—and how soon we can expect it—is less certain. There’s always a gap between the development and adoption of new technologies, and AI is no different. How big that gap is depends on numerous factors and perhaps, most importantly, the readiness of teams.

AI 52

AI CX Sentiment Analysis Touchpoint 52

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Zendesk

JANUARY 10, 2024

What are workforce management metrics? Workforce management metrics are statistics businesses can use to measure, analyze, and optimize their operations. These figures provide information on team performance, employee engagement, and the organization’s overall productivity. Nearly every successful business engages in workforce management (WFM) to achieve organizational goals.

Net Promoter Score 52

Net Promoter Score Non-Profits Start-ups Customer Satisfaction 52

Customer Think

JANUARY 9, 2024

Going public is a big step in your business, and if you’re not quite sure you want to do it, you might be happy to learn that going public can help you earn more trust from customers and leads.

Customer Loyalty 63

Customer Loyalty 63

NGDATA

JANUARY 10, 2024

Federal Reserve's CDIAC expressed disappointment with the final rule modernizing compliance assessment with the Community Reinvestment Act. Members suggested that banking agencies offer training and access to analytical software. Concerns were raised about the impact of regulations on the economic viability of the CDI business model. Source The post Community bankers express concern about CRA rule appeared first on NGDATA.

Compliance 52

Compliance 52

Zonka Feedback

JANUARY 10, 2024

Most businesses around the world consider email as the preferred communication channel. Be it sharing promotional messages, conducting marketing research, or even surveying your customers – everything is possible with emails. According to Statista , there are more than 4.26 billion active email users and is estimated to grow to 4.73 billion by 2026.

Customer Feedback 52

Customer Feedback 52

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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

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