Adrian Swinscoe
FEBRUARY 14, 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 […] The post The imperative of customer trust in 2024 first appeared on Adrian Swinscoe.
Zendesk
FEBRUARY 12, 2024
Zendesk today announced it completed its acquisition of Klaus, the industry leading AI-powered quality management platform. The acquisition of Klaus is the latest addition to the company’s existing WEM solutions which includes Tymeshift, a modern workforce management tool built exclusively for Zendesk. “Workforce engagement management is key to not only meeting, but exceeding customer expectations.
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Customer Think
FEBRUARY 13, 2024
We’ve all had that neighbor. They’re the one you avoid when taking out the trash or collecting the mail because if you don’t, you’re in for it: the dreaded half-hour update on their prize-winning Schnauzer, a deep dive into their latest hobby, or the most recent gossip on their entire extended family.
Doing CX Right
FEBRUARY 14, 2024
Explore AI's transformative power to elevate retail customer customer service. Learn how to effectively use AI and customer insights to design impactful experiences with Stacy Sherman and featured guest, Alex Genov from Zappos. The post Lessons from Zappos: Elevating AI Integration for Next-Level Retail Customer Service appeared first on Doing CX Right.
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.
Adrian Swinscoe
FEBRUARY 12, 2024
Today’s interview is with Joe Tyrell, CEO of Medallia. Joe joins me today to talk about why brands must consider EX in their journey to CX […] The post The frontline is where you connect EX and CX together in a very natural way – Interview with Joe Tyrell of Medallia first appeared on Adrian Swinscoe.
Beyond Philosophy
FEBRUARY 16, 2024
Exploring ethics is challenging. Given its abstract nature, it is a tough subject for learning and discussion. That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Are they rigid guidelines? Do they offer absolute answers? Are they timeless? Not quite.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lightico
FEBRUARY 11, 2024
Lenders are taking a more cautious approach and tightening their lending criteria to mitigate risks associated with lending to today’s financially stressed borrowers. Additionally, government authorities and regulatory bodies may intensify their scrutiny of lending. The auto loan application and underwriting process stand as pivotal stages where caution and regulation are highest.
C3Centricity
FEBRUARY 13, 2024
Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.
Beyond Philosophy
FEBRUARY 15, 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: 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. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you reader
Bill Quiseng
FEBRUARY 14, 2024
From me to you, from one customer service advocate to another, Happy Valentine’s Day. For having read my blog, I very much appreciate you. On this special day, I wish each of you the very best, but I already know you’re one of the very best. So, I wish you GREAT happiness, kindness, enthusiasm, and success. Today, let’s appreciate each other and show our love for all business professionals.
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The DiJulius Group
FEBRUARY 13, 2024
Do Your Customers Love You? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out in delivering exceptional service in the United States. “Customer service is one of those areas that has historically been viewed as a cost, but our data shows that there’s an opportunity to view it.
Customer Think
FEBRUARY 13, 2024
Imagine the frustration when a customer service interaction takes a turn for the worse. Tension spikes, tempers flare, and by the end, everyone feels exhausted and frustrated.
Doing CX Right
FEBRUARY 12, 2024
Does price and deals win repeat business or customer service experiences? Uncover what sways consumer loyalty and actionable strategies. Read expert views now. The post The Great Debate: Price Versus Customer Service in Securing Brand Loyalty appeared first on Doing CX Right.
Zendesk
FEBRUARY 14, 2024
Excited about AI, but not sure where to get started? You’re not alone. According to our 2024 CX Trends report , 65 percent of CX leaders see AI as a strategic necessity and reality—one that has rendered previous operations outdated and obsolete. But recognizing this need for change and knowing how exactly to enact it is a different story entirely. Concerns about changing team roles, potential negative impacts to the customer experience, and a perceived lack of transparency around the rollout of
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.
The DiJulius Group
FEBRUARY 14, 2024
Welcome to a new chapter in The Customer Service Revolution, where we explore the seismic shift in how businesses approach client satisfaction and its profound ripple effect on company culture and employee morale. In this conversation, join John and Franco Greco of NewDay USA as we unravel the ethos of exceptional customer service and how. Read Full Article The post 143: How to Get Millennials & Gen Zs to Deliver World-Class Customer Experience appeared first on The DiJulius Group.
Customer Think
FEBRUARY 11, 2024
Delivering memorable customer experiences and managing engagement with precision are paramount for driving increased revenue and fostering loyalty. The strategic integration of first and third-party data offers a robust foundation for achieving these objectives, providing businesses with the insights needed to tailor their strategies across various aspects of customer interaction.
Intercom
FEBRUARY 14, 2024
Last year we launched Fin, a breakthrough AI chatbot that resolves your customers’ queries automatically by generating accurate, conversational answers based solely on your support content. Since then, we’ve launched over 20 new improvements to Fin , including answer streaming, clarifying answers, new content sources, answer-level reporting, and more.
Zonka Feedback
FEBRUARY 14, 2024
Sharing feedback surveys to collect customer feedback is crucial for any business to know how customers perceive their experiences with its products, services, and the overall business. One of the most common and oldest methods (after traditional paper forms) of sharing feedback surveys with your customers is Link Surveys.
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?
CallCare
FEBRUARY 13, 2024
The latest NHS public satisfaction survey released in March of 2023 revealed a startling trend – a significant drop in overall satisfaction by 29%[1]. This drop brings the total satisfaction from 70% in 2010 to an egregious 41%. This alarming decline highlights the ongoing struggle of the NHS to satisfy the health demands of the public with the results being lower than it has ever been in 41 years.
Customer Think
FEBRUARY 15, 2024
Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use to classify the customer feedback. Topic modeling, Customer sentiment, Emotional Value Index. What methods to use with AI?
Logicalware
FEBRUARY 13, 2024
Here’s a question: what two words sound the same but are actually worlds apart? That’s right, omnichannel and multi-channel. While they share a common goal of providing customers with multiple ways to interact with a brand, they differ significantly in their approach. Historically known as the call centre, an omnichannel contact centre is so much more than just that one communication channel.
Zonka Feedback
FEBRUARY 13, 2024
Emotion detection enables businesses to identify customer sentiments from feedback. Using emotional insights, businesses can find ways to delight them.
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.
Execs In The Know
FEBRUARY 16, 2024
In a recent Brand Spotlight from our January issue of CX Insight magazine , Carlos Castano, Senior Director of Customer Experience & Success at Microsoft , delves into the core principles that have shaped his career and the strategies that underpin Microsoft’s customer experience ethos. He believes that great customer experiences start with fostering a positive and empowering environment for employees.
Customer Think
FEBRUARY 13, 2024
A True Story to Understand the Importance of Service Recovery For confidentiality reasons the names of the airlines company have been changed to X and Y. Recently, I traveled with my wife to Vietnam with a company X in Business class. I have nothing to say about the service on board; it was excellent.
Logicalware
FEBRUARY 11, 2024
Sutton Council is the local authority for the London Borough of Sutton in Greater London, England. Sutton Council’s contact centre serves over 205,000 residents who seek fast and convenient support. To meet these demands, Sutton Council ’ s contact centre needs to provide support in a way that is efficient, cost-effective and caters to the diverse needs of different age groups and preferences.
SurveySensum
FEBRUARY 16, 2024
Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. However, during phone calls, this concept takes on a more traditional interpretation. Your pauses, tone of voice, and the overall tone of the conversation can convey crucial messages.
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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
NGDATA
FEBRUARY 15, 2024
NASDAQ's Global Financial Crime Report for 2024 reveals that illicit funds worth US$3.1tn flowed through the global economy in the past year. Money laundering and fraud scams were among the biggest criminal activities. Source The post Banks Need Fintech Trust to Combat US$3tn in Fraud appeared first on NGDATA.
Customer Think
FEBRUARY 16, 2024
Source: Pexels Are you tired of long wait times, scripted responses, and frustrated customers? Enter ChatGPT, the game-changer for the contact center industry. This AI-powered marvel isn’t just a fancy toy; it’s a tool that can transform your customer service operations and take your contact center to new heights.
Intercom
FEBRUARY 15, 2024
At Disney, new joiners spend their first couple of days at Disney University. They learn the ropes, get sprinkled with pixie dust, and come out singing. (It is Disney, after all.) While we can’t all attend Disney University, there’s something to be said about cultivating a spirit of magic and joy at work. The magical moments we create for our teammates and customers every day – by making people feel valued and heard or going the extra mile – can have a lasting impact.
SurveySensum
FEBRUARY 16, 2024
Did you know that 93% of communication effectiveness is determined by non-verbal cues? Even in text-based communication like chats, non-verbal cues such as emojis and memes play a significant role. However, during phone calls, this concept takes on a more traditional interpretation. Your pauses, tone of voice, and the overall tone of the conversation can convey crucial messages.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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