Adrian Swinscoe
FEBRUARY 23, 2024
In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience. […] The post The dark corners waiting to undermine your customer experience first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 22, 2024
In the dynamic world of e-commerce, understanding your customers is key to success. Meeting customer needs is critical in today’s competitive e-commerce landscape. Digital platforms have raised consumer expectations by offering a wide range of products and services. Customer-centricity is more than a trend; it is a strategic approach that sets companies apart.
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Totango
FEBRUARY 23, 2024
The elusive C-suite is a powerful and exciting place to be. It’s a difficult level to reach and perhaps even more difficult to remain at – especially in the role of a Chief Marketing Officer (CMO). According to research by SpencerStuart , CMOs have the highest turnover rate in the C-suite, remaining in the role for only 3.3 years on average. Counteracting this stigma and laying the foundation for a successful and long-lasting tenure as CMO starts with the first 60 days.
Doing CX Right
FEBRUARY 19, 2024
Learn how to leverage emotional intelligence's pivotal role in achieving optimal performance and boosting customer satisfaction with Stacy Sherman and featured guest Daniel Goleman. The post How to Build a Company Culture that Empowers Workers for Optimal Performance appeared first on Doing CX Right.
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 20, 2024
Today’s interview is with the winner of the MyCustomer 2023 CX Leader of the Year competition: Roxie Strohmenger, GSO – VP, CX Strategy at UKG (Ultimate […] The post Leadership lessons from the winner of the 2023 CX Leader of the Year – Interview with Roxie Strohmenger of UKG first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 18, 2024
At its core, a data warehouse is a centralized repository that stores data from multiple sources in a structured format, enabling organizations to perform complex analytics and generate insights. Unlike traditional databases, which are optimized for transactional processing, data warehouses focus on analytical processing, facilitating strategic decision-making based on historical and real-time data.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
FEBRUARY 21, 2024
Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.
Totango
FEBRUARY 23, 2024
What do these four pairs have in common? Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. Bitter tech rivals put aside their differences to create world-changing innovations. A salty spread and a sweet topping form a beloved sandwich.
Customer Think
FEBRUARY 21, 2024
When it comes to the mobile ecosystem, change is the one constant we can count on. During the pandemic, brands were nimble and adopted new mobile technologies and strategies to reach their customers digitally. In 2023, we saw brands evolve and become more strategic across the mobile customer lifecycle.
Beyond Philosophy
FEBRUARY 22, 2024
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: Ethics can be a tough thing to think about. It’s abstract, making it difficult to learn or discuss. However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discusse
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.
DMG Consulting
FEBRUARY 19, 2024
Donna Fluss talks about Digital Channels Contact Centers need to meet their customers on the channel of their choice. The post Donna Fluss talks about Digital Channels appeared first on DMG Consulting.
The DiJulius Group
FEBRUARY 21, 2024
Have you ever envisioned a world where artificial intelligence transforms the way we connect with customers? Shanif Dhanani, the wizard behind Locusive, joins John to offer a glimpse into the future. They dissect the revolutionary integration of generative AI in customer service, a journey through the lifecycle of crafting a robust customer care initiative.
Customer Think
FEBRUARY 22, 2024
For those not familiar with my work, I’m an active author, consultant, researcher and trainer in CX and EX (and also a member of CustomerThink’s Hall of Fame).
Zonka Feedback
FEBRUARY 22, 2024
The key to extracting valuable information, insights, feedback, and opinions through your customer surveys lies in the art of crafting well-designed questions. Survey questions play a crucial role in the success of your surveys.
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
Logicalware
FEBRUARY 18, 2024
The Royal Borough of Kingston Council , serving the vast community of Kingston Upon Thames in Greater London, stands as a pivotal local authority among the 32 borough councils in the United Kingdom’s capital city. Proudly acting as the initial and concluding touchpoint for their 129,000 citizens, the council manages an array of enquiries, ranging from bin collections and birth registrations to marriage notifications, council tax queries and more.
Zendesk
FEBRUARY 23, 2024
What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. While customer or buyer persona templates can vary depending on your business needs, they generally include demographic information, interests, motivations, frustrations, and more.
Customer Think
FEBRUARY 20, 2024
How to gain and keep a customer’s trust has become an ever-present challenge in recent years, with customers becoming increasingly concerned about data, privacy and security issues. This trust challenge has been exacerbated over the last year with the emergence of Generative AI. Recent research by Qualtrics XM Institute reveals how big this challenge has become.
Zonka Feedback
FEBRUARY 21, 2024
Customer feedback – it's the key to understanding your audience, building stronger relationships, and ultimately, driving business success. But navigating the vast landscape of this feedback can feel like venturing into a data abyss, teeming with diverse formats and hidden insights. Here's where the crucial distinction between structured and unstructured data comes into play.
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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.
RateMyService
FEBRUARY 23, 2024
AI has limitations and human judgment is still essential for excellent customer service The recent case of Air Canada’s chatbot misinforming a grieving passenger about bereavement fares highlights critical challenges of current AI-powered customer service platforms: accuracy and empathy. Despite the airline’s investment in AI to create better customer experiences, the chatbot’s error led to the contrary and tarnished the airline’s reputation.
Intercom
FEBRUARY 22, 2024
We’re all aware of how the customer service function has long been perceived as a cost center rather than value driver. But with the transformative arrival of generative AI, that equation is changing, fast. Everyone aspires to be able to demonstrate value for what they do. But while great customer service could easily show how it generated value for customers by solving their problems, it was often harder for customer service teams to demonstrate the long-term value it generated for the business
Customer Think
FEBRUARY 20, 2024
I recently read a blog post by Seth Godin titled, “The four cohorts of the status quo“ It reminded of the fact that as leaders, we need to understand the concept of status quo, how to leverage it and deal with it, as appropriate.
Zonka Feedback
FEBRUARY 19, 2024
With customer expectations soaring high and businesses becoming more customer-centric, understanding the why behind every feedback response is paramount.
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!
Lightico
FEBRUARY 22, 2024
The insurance industry is experiencing a transformative wave of innovation driven by Intelligent Document Processing (IDP). In an era where efficiency, accuracy, and speed are paramount, IDP emerges as a game-changer, revolutionizing insurance operations and redefining the landscape of document processing. In this article, we delve into the transformative potential of IDP in the insurance industry (we also cover IDP in Auto Finance here ) , exploring its myriad benefits and real-world applicatio
SurveySensum
FEBRUARY 22, 2024
Imagine you are working in an organization that is incredibly famous and makes your resume stand out in a crowd of thousands. But when you join the workforce, you realize the stagnancy of growth and the lack of a work-life balance within the organization. So, what will you do – you’ll start looking for better opportunities. It isn’t just you Twice as many employees quit their jobs because they weren’t happy with the company’s culture and limited growth opportunities, compared t
Customer Think
FEBRUARY 20, 2024
Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. However, he hasn’t the faintest idea of how to do it from a practical sense.
Zonka Feedback
FEBRUARY 22, 2024
Creating a feedback form that garners valuable insights is crucial for businesses looking to improve their services or products. Whether you aim to measure customer satisfaction, gather product feedback, or enhance your overall service, a well-designed feedback form can be a powerful tool.
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.
Logicalware
FEBRUARY 22, 2024
It’s common knowledge that happy employees make happy customers. However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. Recognising this reality, forward-thinking companies are embracing the critical importance of comprehensive training programmes for their contact centre employees (who, after all, are the most important resource of a contact centre).
Zendesk
FEBRUARY 21, 2024
Evolving technology means customers are no longer limited to shopping locally. Buyers are just a few clicks away from purchasing a product from a small business on the other side of the globe. These convenient online shopping options breed fierce competition between brands and create pressure for sales teams. No longer are they just selling products or services—they’re building relationships and selling a great customer experience.
Customer Think
FEBRUARY 18, 2024
You may have heard that partnerships can supercharge B2B organizations’ revenue and growth, but how do you begin? And how do you do it well, ensuring the time and resources you’ve invested into these relationships isn’t squandered?
SurveySensum
FEBRUARY 21, 2024
In today’s business landscape, the integration of artificial intelligence (AI) into customer interactions has become pervasive, spanning industries from retail to healthcare. While AI offers unparalleled efficiency and scalability in handling customer inquiries and providing support, there’s a critical aspect that often gets overlooked— the human connection.
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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