Sat.May 25, 2024 - Fri.May 31, 2024

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How to exceed customer expectations using OKRs

Adrian Swinscoe

This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.

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NOW is the time for our Customer CARE Revolution!

Bill Quiseng

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.

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METRICS DRIVE BEHAVIOUR

Futurelab

#NoBullshitCX #20yearsFuturelab “Do not aggregate scores.” I recently told a story about a large B2B company that hired a team of “translators”to help interpret feedback results into tangible actions. The same colleague taught me how important it is to look beyond the metrics. When setting up or calibrating Voice of the Customer programmes, we always advise against aggregating various metrics into one, or creating a combo score based on several touch points.

Legal 130
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A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko

eglobalis

A Comprehensive Analysis of AI's Impact on the Employee Experience by Ricardo Saltz Gulko The post A Comprehensive Analysis of AI’s Impact on the Employee Experience by Ricardo Saltz Gulko appeared first on Eglobalis.

AI 150
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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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Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB

Adrian Swinscoe

Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.

Retail 147
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The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes

Customer Think

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Source article: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

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AI Customer Experience: Improving Customer Satisfaction and Retention

Helpt

We're at a crucial point in AI with all the focus on AI customer support and its impact on customer satisfaction. Companies such as Frontier have abandoned the use of human call centers while companies like IKEA have empowered their agents to become interior design advisors. Both of these companies are using AI in their customer support but the results are starkly different: one is using chatbots to cut costs while the other is using AI to increase productivity and expand the scope of the role.

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Product News – April 2024

Lumoa

Lumoa Product News for April 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! Topics can now be created with GPT Lumoa has had an AI that can create Topics based on what your customers are talking about for some time.

AI 83
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Recruitment and Hiring Strategies: Why it is Time to Create a Recruitment and Hiring Experience

The DiJulius Group

Why it is time to Create a Recruitment and Hiring Experience *The following recruitment and hiring excerpt is from our new book, “The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth” So many businesses appear desperate when understaffed, making them less attractive to potential candidates and top talent.

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How to unleash the power of Social Influence on Customer Buying behaviour

Beyond Philosophy

A Master Class Part 3: Unlocking The Psychology of Customer Experience 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: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

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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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How AI is unlocking more meaningful work for customer service teams

Intercom

Everyone has a “why” behind what they do. Not many people spend time thinking about it though and for a lot of folks, it’s easily forgotten. In customer support, your “why” is right in front of you every day. Helping people is the heartbeat of your job and everything you do is geared towards providing a great experience for everyone you interact with.

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Product News – May 2024

Lumoa

Lumoa Product News for May 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! Export Impact page to PDF We now offer the ability for you to export the entire Impact page into a PDF format. This is one step in a wider initiative to make it easier to generate reports with Lumoa, and to share that information with the rest of your colleagues

B2C 83
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158: Interviewing for Customer Service Rockstars

The DiJulius Group

Have you ever met someone whose mere presence lights up the room? That’s the kind of person Dave Murray and John believe can revolutionize the customer experience. On this episode of The Customer Service Revolution, join us as we dive into the essence of the “Employee Experience Revolution” and how happiness and attitude play a. Read Full Article The post 158: Interviewing for Customer Service Rockstars appeared first on The DiJulius Group.

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Retail Customer Service Outsourcing: Why 24/7 Omnichannel and Multilingual Support Has Become the New Gold Standard

Customer Think

In today’s globalized and digital-first marketplace, customer expectations have soared to unprecedented heights. Retailers are no longer competing merely on price and product quality but increasingly on the quality and responsiveness of their customer care.

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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 Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes

ECXO

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes. While AI has infiltrated many aspects of enterprise software—from automating mundane tasks to delivering advanced data insights—it hasn’t fully integrated

AI 73
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Successful Brand Building for SMEs: Overcoming Your 10 Biggest Frustrations

C3Centricity

Brand building for SMEs is a complex journey. As an SME owner, CEO, or CMO, you may often be overwhelmed by the challenges of establishing and maintaining a strong brand presence. In this article, we’ll explore ten common frustrations of brand building for SME leaders and provide solutions and real-world examples of overcoming them. 1. Inconsistent Brand Messaging Consistency is key to building a strong brand for every company, but achieving it can be a significant hurdle.

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[DO NOT DELETE] Kitchen Sink Post

Help Scout

This is a Kitchen Sink Post that is required to send data models to Gatsby. It is not indexed, please do not delete!

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Elevating the Customer Experience with a Continuous Improvement Approach

Customer Think

Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having unprecedented access to a plethora of competitive brands, businesses must adopt a customer-centric approach to design and measure success, thereby creating exceptional user experiences.

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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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How to Make Feedback a Gift, Not A Curse, in the AI Era

Doing CX Right

Is feedback an advantage or a drawback? Learn how to give and receive feedback that inspires, motivates, and strengthens connections, rather than eroding relationships. The post How to Make Feedback a Gift, Not A Curse, in the AI Era appeared first on Doing CX Right.

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AI in CX: How to Incorporate AI in Customer Experience to Elevate Your Business

SurveySensum

“60% of CX Leaders Expect AI to Have ‘transformative’ or ‘significant’ impact.” reveals a survey by CMSwire. With so many leaders betting big on AI, it is certain that this technology is all set to disrupt the CX landscape. AI isn’t just talk anymore, it’s turning out to be a strategic tool in the business realm. Businesses are already tapping into AI for smoother, faster, and more personalized customer experience.

AI 52
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A Beginner’s Guide to Unlocking the Power of AI as a Service

Help Scout

Unlock the power of AIaaS to transform your business with affordable, scalable AI solutions. Learn how to streamline operations and boost customer service.

AI 62
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The Rise of Social Commerce: a Growth Opportunity for Brands

Customer Think

You’ve seen it happening in your own social media feeds. People are shopping directly on platforms like Instagram, Facebook, and TikTok these days. Social commerce is taking off in a big way. This consumer trend presents a massive opportunity for brands to reach new customers.

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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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The Transformative Power of Cross-Functional Teams in Upgrading CX

ECXO

The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.

CX 52
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What Are Quantitative Questions in a Survey? Benefits and Examples

SurveySensum

Want to measure customer satisfaction, gauge brand awareness, or track changes over time? Quantitative survey questions are for you! This blog dives deep into everything you need to know about crafting effective quantitative survey questions to gather reliable, statistically sound data. We’ll cover why quantitative questions are so important, the different types you can use, and share practical examples to get you started.

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Move Over CMOs, Data-Driven Growth Marketers Are Taking Over

NGDATA

In recent years, the role of Chief Marketing Officer (CMO) has been increasingly scrutinized and even eliminated at major companies, including Wells Fargo and Bank of America. This shift has led to the rise of "growth marketing," which focuses on data-driven strategies to drive revenue growth and align marketing efforts more closely with company-wide objectives.

Sales 52
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SugarCRM and sales-i reimagine sales intelligence in a sweet move

Customer Think

The news Today, May 22 2024, SugarCRM and sales-i announced the acquisition of sales-i by SugarCRM. sales-i is leading provider of a revenue intelligence solution that helps businesses maximize their revenue and profitability. It targets at making sales professionals more efficient and effective by providing actionable insight into every customer, product and sale.

Sales 62
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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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HoduCC’s Auto Dialer Wins Accolades across Leading Platforms

Hodusoft

HoduCC’s Auto Dialer Wins Accolades across Leading Platforms When a product or service earns multiple prestigious recognition in quick succession, speaks volumes about its quality, effectiveness, and the value it provides. In the ever-evolving landscape of communication solutions, HoduSoft continues to stand tall as a beacon of excellence. Its HoduCC call and contact center software has earned recognition for its auto dialer feature across three prestigious platforms.

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[Experience Action Podcast] Setting Clear and Actionable Customer Experience Goals

Experience Investigators

Are your customer experience goals too vague or reactive? Uncover the secrets to setting clear, actionable, and measurable CX goals in our latest episode of Experience Action. Join me, Jeannie Walters, as we dissect the common pitfalls in CX goal-setting and learn how to transform feedback into insights that directly support your business objectives.

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35 Content Marketing Statistics You Should Know

NGDATA

Content marketing is essential for digital strategies, with 73% of B2B and 70% of B2C marketers using it. In 2023, 97% of marketers saw success. High-quality, less frequent content is favored by 83% of marketers. AI tools like generative AI are transforming content creation, making it faster and more efficient. Short-form videos and interactive content offer high engagement and ROI.

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The Crucial Role of CX Education in Driving Customer (and Employee) Centricity: A Personal Perspective

Customer Think

On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association (CXPA).

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro