Callminer
FEBRUARY 8, 2024
Uncovering channel-specific insights can ensure a seamless customer journey, as well as driving business improvements that make a difference in EX and CX. Read more in our blog.
Adrian Swinscoe
FEBRUARY 5, 2024
For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together […] The post 15 Customer experience predictions for 2024 first appeared on Adrian Swinscoe.
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Totango
FEBRUARY 9, 2024
To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Similarly, to be successful, an enterprise needs to be able to prevent churn and increase revenue growth.
Customer Think
FEBRUARY 8, 2024
For the last five years, around this time, I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over the preceding month.
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.
Beyond Philosophy
FEBRUARY 9, 2024
Practicality is essential. Great ideas you can’t do anything with in the real world are a waste of time. Bob Black, one of our avid podcast listeners, likes our concepts about eliciting particular customer emotions. But he doesn’t know how to do that in practical steps. So, this episode gives them to him. Bob isn’t alone. Numerous organizations struggle with eliciting specific emotions in their customers.
Execs In The Know
FEBRUARY 6, 2024
In today’s fast-evolving business landscape, the emergence of the experience economy and digital transformation has significantly altered how organizations interact with their customers and employees. Let’s take a look at the concept of total experience (TX) , an approach that could redefine your business’s strategy for success. Here’s why organizations are considering shifting to TX.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
FEBRUARY 4, 2024
Employee experience. Employee engagement. Employee retention. Candidate experience. I’ve written many times about those topics in the past. Your employees should be your top priority, your hottest topic – right now. (Actually, always. Employees should always be more first.
Experience Investigators
FEBRUARY 6, 2024
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniabl
Intercom
FEBRUARY 6, 2024
As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. It’s been one of the most fascinating and rewarding journeys of my career to date. Despite all of the great progress in that time, it still feels like the journey is just starting. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.
The DiJulius Group
FEBRUARY 5, 2024
Do You Have Accidental Bosses? An article in Fortune titled “Nearly all bosses are ‘accidental’ with no formal training—and research shows it’s leading 1 in 3 workers to quit” shares research conducted by The Chartered Management Institute revealing that many of those promoted into managerial positions are all title and no training. These startling findings.
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.
Beyond Philosophy
FEBRUARY 8, 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: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along.
Bill Quiseng
FEBRUARY 7, 2024
Welcome to CX 101. Today’s 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. This is not a customer service training class. Training is finite, usually one to three days. And training is top-down, one-way “I know everything, you know nothing” instruction.
Qmatic
FEBRUARY 7, 2024
When talking about improving customer experience, the suggestion of doing a customer journey map normally appears in the discussions. But really, what is a customer journey map, what does customer journey mapping mean, and why is it beneficial for businesses to consider when they want to improve customer experiences? In this article, I will explore the purpose and benefit of a customer journey map and what to consider when doing customer journey mapping in your organization.
Customer Think
FEBRUARY 4, 2024
What is Customer Experience ROI? This is a question with a hundred different answers, inaccurately. It’s not that complicated, but CX ROI advice is typically based on: — Inside-out viewpoints rather than outside-in perspectives. — A portion of customer experience management (selling, referrals, service, etc.).
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Provide Support
FEBRUARY 6, 2024
To find out how many customer support agents you need for live chat you need to make thorough analysis of your customer service needs and audience.
The Squawk Point
FEBRUARY 8, 2024
Design Error I’m in the doghouse. Mrs Lawther asked me to do the washing whilst she was out. As I am a modern man and expect to do my bit, I was happy to comply with the request. Unfortunately, there was a complication. The washing included my wife’s very chic and expensive dress. Ordinarily, this is a hand-wash-only item, but Mrs Lawther assured me that putting it in with everything else in a “30 o C Mixed Load” wash would be fine.
The DiJulius Group
FEBRUARY 7, 2024
Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care. We uncover the necessary ingredients.
Customer Think
FEBRUARY 4, 2024
Do you want to learn how to create blog posts that resonate with your customers? If so, you’re in the right place! Blogging is one of the best ways to improve brand awareness, build customer loyalty, and win over new visitors.
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.
Zendesk
FEBRUARY 6, 2024
Artificial intelligence has the potential to not only improve the customer experience but also drastically improve the admin and service operations experience. We believe AI can make service operations much faster and more efficient, allowing service teams to focus on delivering better CX instead of being bogged down by time-consuming admin work. As such, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams.
Execs In The Know
FEBRUARY 5, 2024
2024 is the Year of the Wood Dragon, which is thought to signify unprecedented opportunities for evolution and abundance. This seems true for the BPO industry, where technological advancements and shifting dynamics drive a parallel transformation narrative. Riding this wave demands companies to embrace an adaptive mindset. As we step into the next 12 months, four key trends are poised to reshape the industry, each carrying the potential to propel businesses to greater heights if harnessed effect
Zonka Feedback
FEBRUARY 9, 2024
Text mining enables organizations to retrieve information from text data. With Zonka Feedback, you can know customer's intent, emotions, and sentiments.
Customer Think
FEBRUARY 6, 2024
A huge number of Gen AI-based tools and applications have flooded the market. Some of these applications are clever and creative but they are mostly wrappers for the large language models (LLMs) behind applications such as ChatGPT.
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?
SurveySensum
FEBRUARY 9, 2024
Every business operates within the context of the marketplace. The changes occurring in the market can affect your brand’s marketability and performance. Customers can have changing needs and preferences, and global events can influence your industry. It is, therefore, important for businesses to continuously study and understand the market. This knowledge helps them make better decisions that contribute to their success.
Zendesk
FEBRUARY 7, 2024
What are customer win-back campaigns? Customer win-back campaigns are marketing efforts designed to reengage inactive or churned customers. Businesses typically execute these campaigns through email, although they can also use other channels like messaging and direct mail. The goal is to win back the loyalty of these individuals through targeted messages, special offers, personalized discounts, and more.
Zonka Feedback
FEBRUARY 7, 2024
Understand the intent behind customer feedback to derive valuable insights and take instant actions with Zonka Feedback's intent analysis functionality.
Customer Think
FEBRUARY 6, 2024
Market researchers and marketers have always maintained that understanding customer attitudes, behaviors, and unmet needs are critical for business success. In the past, this was simpler. There were fewer ways organizations engaged with customers and fewer ways customers engaged with organizations.
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.
SurveySensum
FEBRUARY 7, 2024
In a world flooded with information and shrinking attention spans, grabbing your audience’s attention requires more than just catchy intros—it demands building a deep emotional connection. The key to winning the engagement battle? – Forging emotional bonds. Motista reveals a significant trend: a remarkable 71% of individuals recommend a brand influenced by the emotions it triggers in them.
Execs In The Know
FEBRUARY 7, 2024
Growing up in the ’80s, I was obsessed with the television show “Knight Rider.” The idea of a talking, decision-making artificial intelligence like KITT wasn’t just cool; it felt like a peek into the future. Back then, KITT’s self-driving tech was mind-blowing—yet somehow, it seemed within the realm of possibility. I daydreamed about someday being Michael Knight, teaming up with my AI sidekick to make a difference.
Zonka Feedback
FEBRUARY 8, 2024
In a world driven by evolving consumer needs, understanding your audience is crucial. The easiest and the most effective way is by leveraging email surveys. Whether you're evaluating customer satisfaction, gathering product feedback, or refining services, email surveys provide a direct channel to engage your target audience.
Customer Think
FEBRUARY 6, 2024
Source: Shutterstock I’ve always been skeptical of claims that using any one technique or tactic will consistently result in superior marketing performance. Simple, “silver bullet” solutions for big, complex challenges are incredibly rare in the real world.
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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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