The DiJulius Group
SEPTEMBER 18, 2023
Since the middle of the pandemic, customer experience in nearly all industries has dropped to a two-decade low. Customers, patients, clients, tenants, guests, or whatever you may call the person buying your services and products have been frustrated during these tough times. Due to an unprecedented booming economy, leaders started taking shortcuts, solely focusing on.
Callminer
SEPTEMBER 19, 2023
Today's conversation intelligence solutions are applying GPT and LLMs, and organizations must carefully evaluate building in-house solutions. Read this blog to learn why.
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Adrian Swinscoe
SEPTEMBER 22, 2023
This is a guest post by Jon Brooks, Head of Financial Services at Sabio Group. In the dynamic landscape of financial services, where numerous firms are […] The post Why financial services firms must stand out through stellar customer experience first appeared on Adrian Swinscoe.
eglobalis
SEPTEMBER 18, 2023
Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments The post Transforming Call Center Experiences: How AI-Powered Solutions Can Reclaim $250 Billion in Wasted Investments appeared first on Eglobalis.
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.
Customer Think
SEPTEMBER 21, 2023
As a business leader, creating a brand identity that resounds with your audience isn’t simply about having a solid business plan, an eye-catching logo and color scheme, or a memorable slogan. It is about leveraging the ultimate customer experience.
Totango
SEPTEMBER 22, 2023
Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 21, 2023
Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. However, since I would imagine some of you have a similar problem, I also wanted to share that discussion here with you.
Customer Think
SEPTEMBER 22, 2023
During my career, I have learned that no matter what one is selling, the account executives and sales leaders who win together most often are those who consistently stay in sync. And they do that by maintaining what I call a “partnership mentality.
Fonolo
SEPTEMBER 21, 2023
Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. Don’t fret — the simple suggestions and methods discussed in this guide will get you started. With some hard work, consistency, and great tools, your team will soon reach new heights of operational efficiency!
CX Network
SEPTEMBER 21, 2023
Mitch Todd, product marketing manager for NICE, shares the crucial steps businesses can take to empower contact center teams and drive efficiency
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.
Zendesk
SEPTEMBER 19, 2023
Finding the right customers—especially ones who choose your offerings over an industry favorite—is one of the most important challenges for business-to-business (B2B) startups. Avery Pennarun, CEO and co-founder of VPN serviceTailscale, has first-hand experience with this criticality after launching his first startup, Net Integration Technologies (Nitix) back in 2001.
Customer Think
SEPTEMBER 19, 2023
Everyone believes employee experience (EX) and customer experience (CX) are symbiotic: one affects the other continually. Hmmm. Is this how your CEO has setup the senior leadership team? Does the Chief Customer Officer coordinate employee experience with customer experience? Does your Chief Human Resources Officer coordinate customer experience with employee experience?
Qmatic
SEPTEMBER 18, 2023
With the right design and implementation, an improved customer experience can greatly impact your business and organization. But you might ask yourself: Is it worth allocating time and resources to ensure my customers have a good experience? In this article, we’ll investigate the benefits of customer experience and why investing in it is a must for businesses across markets.
cxservice360
SEPTEMBER 20, 2023
In the field of Customer Experience (CX) management, one of the most significant challenges that organizations face is ensuring that their CX initiatives run smoothly The post How to Overcome Cross-Functional Collaboration Obstacles in CX appeared first on CXService360.
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Zendesk
SEPTEMBER 20, 2023
If you’ve ever stepped into a store with a large selection of wine, it can be a bit overwhelming. Perhaps you have some knowledge about varietals and terroir, even know a few names of prominent vintners; even armed with that knowledge, it’s easy to freeze from indecision. That experience can be just as challenging online, which is why Wine.com places great value on delivering a stellar, personalized customer experience.
Customer Think
SEPTEMBER 21, 2023
We’ve all experienced frustration at poor customer service at some point, and these experiences more often than not taint our impression of the company that provided it. That’s why prioritizing excellent customer service must be a priority focus of any business that takes its reputation seriously. With platforms like PissedConsumer.
Help Scout
SEPTEMBER 21, 2023
The constant changes ins SaaS software can create extra work for support teams, and can require an almost sales-like approach. Here's how to succeed through periods of change.
The Customer Service Blog
SEPTEMBER 20, 2023
As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability. So I was very interested to read a recent media story about how the ‘Slug & Lettuce’ chain of pubs is going to charge different prices at different times, depending on how busy the pub is.
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.
CX Network
SEPTEMBER 18, 2023
The essential steps to securing buy-in for your customer data analytics project
Customer Think
SEPTEMBER 17, 2023
What are your favorite movies? I love inspirational films like Rudy, Apollo 13 and Seabiscuit. They rise to the top because their protagonists fight the odds to succeed—not just through grit, but through courage and confidence in themselves. The same movies also illustrate a fundamental strength of high-performing sales professionals.
The DiJulius Group
SEPTEMBER 20, 2023
Can you remember the last time you silenced your inner voice? This episode of The Customer Service Revolution invites you to a fascinating conversation with Bronkar Lee, whose journey from an overweight kid to a high-profile entertainer, performer, and motivational speaker is inspirational. Bronkar’s unique blend of music and circus entertainment, which has earned him.
MyCustomer Experience
SEPTEMBER 20, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
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?
Zonka Feedback
SEPTEMBER 21, 2023
As one of the top Forsta alternatives and competitors, Zonka Feedback is a perfect fit for enterprises looking for a comprehensive customer engagement strategy and enhanced business growth.
Customer Think
SEPTEMBER 22, 2023
Although user experience (UX) and customer experience (CX) may appear similar, they actually refer to distinct facets of human interaction with brands. Nevertheless, they share a common thread in the form of the term ‘experience,’ which unites them. This is why they should be integrated, evaluated, and managed together.
Customer Experience Matrix
SEPTEMBER 18, 2023
The CDP Institute just published its annual Member Survey, which is always a treasure chest of interesting data. I’ve already published my primary analysis on the Institute site (you can download it here ) but wanted to call out a number of findings that either contradict or confirm martech industry conventional wisdom. After all, nothing’s more fun than tweaking the nose of authority.
Allen Speaks
SEPTEMBER 21, 2023
I don't know what happens in your home but in ours, everyone wants to watch a different channel! And today there are certainly a lot to chose from. In the world of service it is the same, there are many channels available for customers to receive service and every customer wants a different one! Just like you and I, our customers tune into different channels at different times.
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.
Zonka Feedback
SEPTEMBER 18, 2023
InMoment is a popular customer experience platform that helps brands continuously improve their experiences with their comprehensive analytics and prescriptive actions.
Customer Think
SEPTEMBER 21, 2023
Article source: [link] “AI is selling like hotcakes” – Rowan Trollope Enterprise subscriptions are the most important quarterly performance metric for cloud contact centre software provider Five9. And there’s been positive news. Subscription sales jumped 51% in Q4 2021. Large enterprises have been spending more.
SurveySensum
SEPTEMBER 22, 2023
Every business aims for the perfect product that customers adore. Take Apple, for example, who just launched products as per the market i.e., its latest iPhone 15 and sleek smartwatches. Apple continuously introduces products that not only excel but also cater to their customers’ desires. This fosters unwavering loyalty turning them into devoted fans.
Zendesk
SEPTEMBER 21, 2023
An excellent customer experience (CX) hinges on a superior employee experience (EX). But research shows that many of today’s employees feel overworked, spread thin, and disengaged from their jobs—which ultimately impacts the bottom line. Zendesk and SimplyDirect surveyed more than 100 executives in IT, operations, and HR to identify their top concerns around the employee experience and gauge their thoughts on the most effective EX strategies.
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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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