Customer Think
APRIL 25, 2023
Where do you see your business in 30 years? It’s 1993 and AOL is the most popular search engine. Fast forward thirty years and there’s a whole generation of Google users who’ve never even heard of it.
cxservice360
APRIL 26, 2023
Every business aims to create an optimal customer experience. Most companies today face numerous supply chain issues, while simultaneously grappling with high customer expectations. Unfortunately, The post 6 Great Damage Control Tips For Handling Angry Customers appeared first on CXService360.
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Execs In The Know
APRIL 26, 2023
Organizational transformation is a hot topic for CX leaders and business executives alike. After all, it’s no secret that doing things the same way as everyone else doesn’t always benefit an organization’s success. Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges.
ECXO
APRIL 26, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the two leads can have a significant impact on the quality of your CX.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Adrian Swinscoe
APRIL 28, 2023
This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.
Callminer
APRIL 27, 2023
NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Steven Van Belleghem
APRIL 25, 2023
The new standards I for instance thought that Spotify’s demo of its artificial intelligent DJ looked pretty impressive. An AI DJ selects the music it thinks you might like, and then combines it with spoken commentary around the tracks or artists, delivered in a realistic-sounding, AI-generated voice. In other words, it allows you to have your very own personal radio DJ.
Adrian Swinscoe
APRIL 24, 2023
Today’s interview is with Ray Biggs, Head of Customer Care at John Lewis & Waitrose. Ray joins me today to talk about their customer care programme, […] The post Well-being and the changing nature of management and leadership – Interview with Ray Biggs, Head of Customer Care at John Lewis & Waitrose first appeared on Adrian Swinscoe.
eglobalis
APRIL 24, 2023
$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.
Customer Think
APRIL 28, 2023
Technology has upended nearly every sector, allowing businesses to scale and grow thanks to advanced tools and software. In real estate especially – a notably antiquated industry resistant to change – technology has been at the forefront of much-needed improvements and progression, helping to transform the way real estate is bought and sold.
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.
Intercom
APRIL 24, 2023
You satisfy your customers, but can you satisfy our curiosity? With Mara Vicente, VP, Customer Solutions at Pipedrive. Please tell us a little bit about your company and what you do there. Founded in 2010, Pipedrive is a global, sales-first customer relationship management (CRM) software company that helps small businesses drive revenue and become profitable.
Zendesk
APRIL 26, 2023
Customer experiences aren’t meant to be one-size-fits-all. With AI, it’s now possible for businesses to personalize for a wider spectrum of human needs. According to our research, 66 percent of customers believe that AI will revolutionize how we communicate and interact with technology. Much of this is already happening —how customers search for products, book reservations, or even get tailored help center content are just a few examples of AI’s current impact.
TeamSupport
APRIL 24, 2023
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
Customer Think
APRIL 26, 2023
Modern customer customer service teams support more customers, more products and more devices, across more service channels than ever before. All of this means more data, and ultimately more difficulty when it comes to keeping track of customer behavior, preference and intent.
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.
CSAT.AI
APRIL 26, 2023
An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. It may not be a fit for yours. There are many situations where customer service business outsourcing, or CS BPO, makes sense to save time and money. For example, if your business: Doesn’t have the funds or other resources to build an entire customer service department in-house Experiences rapid growth difficult to keep up with, thereby making it difficult to scale y
Zendesk
APRIL 25, 2023
The post AI in Retail: Transform your CX into your competitive edge appeared first on Zendesk.
Callminer
APRIL 25, 2023
Product innovation is critical for companies to stay competitive. Read this blog to learn more about product innovation, the various types of strategies, and best practices for success.
Customer Think
APRIL 25, 2023
I’d like to start this post with a story about some great leaders I had the privilege to know and work with. As you probably know, I published my book Winning Customer Centricity a few years ago.
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?
Doing CX Right
APRIL 28, 2023
Marcell Volmer, a digital transformation expert, and Stacy Sherman discuss ways to differentiate brands and thrive with BOTH humans and artificial intelligence. The post Doing Digital Transformation Right: The Merge of Humans and AI Bots appeared first on Doing CX Right.
Intercom
APRIL 26, 2023
To understand the effects of AI on the customer service industry, we surveyed over 1,000 support leaders and practitioners. We asked them what they’re excited – and concerned – about, and how they’re adapting their strategies to set their teams up for success in 2023 and beyond. Our full global report is coming soon – sign up to our newsletter to make sure you don’t miss it – but here are some early insights we’ve gotten from more than 400 support leaders in North America: Support leaders
cxservice360
APRIL 28, 2023
Customer experience (CX) metrics such as CSAT, NPS, and CES are essential tools for measuring customer satisfaction and loyalty. However, many organizations struggle to link The post How Successful Companies Link CX Metrics To Profit appeared first on CXService360.
Customer Think
APRIL 28, 2023
Customer Satisfaction is a fundamental asset of any business. In the long term, it is a definite catalyst that values a company’s reputation. It has the potential to either make or break a company’s success. Due to this reason, in today’s rapidly growing digital world, software needs to focus on customer satisfaction.
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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
Doing CX Right
APRIL 22, 2023
Britanny Hokak, author and entrepreneur, and Stacy Sherman reveal 5 tactics to create brand advocates and raving fans based on working with reputable customer-centric companies and famous entertainers. The post 5 Essential Elements of Creating Loyal Advocates and Raving Fans appeared first on Doing CX Right.
SurveySensum
APRIL 28, 2023
Did you know exceptional customer service is key to retaining customers? Studies show that 93% of customers are more likely to repurchase from companies that offer excellent customer service. Therefore, it is essential to prioritize your customers and deliver exceptional customer service. This fosters brand loyalty and retains customers. And to ensure that you are effectively measuring and improving customer loyalty, NPS is the right metric for it!
cxservice360
APRIL 28, 2023
Customer experience (CX) metrics such as CSAT, NPS, and CES are essential tools for measuring customer satisfaction and loyalty. However, many organizations struggle to tie The post Driving Profitability Through CX Metrics: How Successful Companies Tie CSAT, NPS, And CES To The Bottom Line appeared first on CXService360.
Customer Think
APRIL 28, 2023
Customer service remains the keystone of the business–customer relationship. A glance at the reviews on PissedConsumer.com reveals that the most common complaint that concerns consumers is failures or let downs in this department. Nearly 68% of US companies are now outsourcing their services.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Logicalware
APRIL 27, 2023
Building a data-driven customer experience means following your customers during their journey and analysing the insightful traces they leave behind – to understand what you can do better or differently. Valuable insights on your customers are key to improving contact centre performance and customer satisfaction. But it can also prove a challenging ask for contact centre leaders.
Intercom
APRIL 27, 2023
You might say your business prioritizes the needs of your customers. You might even say your customer-service is customer-centric. But do you have what it takes to earn the title of customer-obsessed? The terms customer-obsessed, customer-centric, and customer-focused sound pretty similar. In fact, they are often used interchangeably, describing companies that develop a culture that continuously puts the customer at the heart of the business.
Hodusoft
APRIL 26, 2023
Metrics to Measure the Performance of Your Virtual Call Center “A useful metric is both accurate and aligned with your goals. Don’t measure anything unless the data helps you make a better decision or change your actions.” This quote by Seth Godin highlights the importance of using the right metrics. Managing a virtual call center is not easy. You need to track and monitor a lot of parameters to ensure it’s running well.
Customer Think
APRIL 25, 2023
Alongside the return of the denim maxi skirt and grunge style, sustainable fashion is trending. Brands from Balenciaga to H&M are leveraging recycled materials in their collections and educating consumers on how to reduce their fashion environmental impact. And they’re gaining traction.
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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