Sat.Feb 25, 2023 - Fri.Mar 03, 2023

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Is CX the Loneliest Profession?

Heart of the Customer

My friend Dave Seaton’s recent CXPresso newsletter (highly recommended: you can get it at [link] included the lead-in, “CX Is the Loneliest Profession.” I’ve written similar posts in the past. Through our interviews with hundreds of CX leaders, we heard that same theme: being in a small team, the job can get lonely. You don’t […] The post Is CX the Loneliest Profession?

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How to help contact center agents avoid burnout

Inside Customer Service

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

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CallMiner Product Innovation Series: March 2023

Callminer

Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measures – agitation and message total by speaker.

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Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation

Adrian Swinscoe

Today’s interview is with John Sills, Managing Partner at the customer-led growth company, The Foundation. John joins me today to talk about his new book (The […] The post Let your people be the humans they’ve spent all their life training to be – Interview with John Sills of The Foundation first appeared on Adrian Swinscoe.

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How to Easily Navigate Crypto Accounting in the Web3 Era

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

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How to Deal with a Workplace Saboteur

The Belding Group

Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: Shaun Belding | www.shaunbelding.

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CX4Now: What Influencers Say About Self-Service in the Contact Center

Fonolo

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.

More Trending

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What’s New in B2B Marketing for 2023

Customer Think

Here’s a round-up of new ideas and trends I’m seeing in B2B marketing, to help us plan for 2023. Marketing spend trends for 2023. The Winterberry Group has recently released its annual projections on marketing spend, and I am happy to say that t.

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The Saboteur Coworker

The Belding Group

How to Deal With Workplace Saboteurs Workplace saboteurs aren’t common, but they are a huge source of frustration when you encounter one. Christine, from Melbourne, Australia, described a classic example: “I worked for almost four months to get the project organized. We were right on track for our go-live launch date, and there had […] Shaun Belding | www.shaunbelding.

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The Battle For Customer Attention: How To Come Out On Top

Beyond Philosophy

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.

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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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 automation to revolutionize outdated call review processes!

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Role of IoT in Ecommerce in 2023

Customer Think

E-commerce has become the preferred mode of shopping. The Covid-19 pandemic pushed people to use e-commerce websites and applications to buy online. The ease of purchasing, paying, and returning goods has set the trend for online purchases.

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CX Design: How It Creates Experience Improvement

MyCustomer Experience

CX Design: What It Is, How It Works, and How It Creates Experience Improvement If you’ve ever heard the terms “CX” or “customer experience.

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[Experience Action Podcast] Becoming Customer-Centric [wp-svg-icons icon="new-tab" wrap="i"]

Experience Investigators

The post [Experience Action Podcast] Becoming Customer-Centric [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.

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Optimizing your customer feedback strategy in 2023

Lumoa

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

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How To Craft Your Perfect Retail Tech Stack

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.

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3 Steps for Banking Providers to Drive More ROI From AI Investments

Customer Think

The use of AI continues to proliferate among retail banks to meet demands for personalized customer experiences and enhanced fraud protection, as well as to seize internal efficiencies through automation. However, AI adoption doesn’t always deliver the expected ROI.

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Our Latest Case Study: Wounded Warrior Project

ModSquad

How the right team can make all the difference. Sometimes, moderation is just moderation. Sometimes it’s more. Our work with the Wounded Warrior Project was not just moderation. In 2003, the Wounded Warrior Project (WWP) began its journey as a grassroots effort providing basic care and comfort items to hospitalized veterans, specifically the first wounded service members returning home from Iraq and Afghanistan.

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Unlock the 5 Secrets of CX Gen Z Wants from Brands

CSAT.AI

Gen Z is the youngest adult generation, but they are also a growing and desirable consumer demographic. They are digital natives with an insatiable appetite for new technology, making them a key target for brands looking to stay ahead of the curve. To engage this generation, it’s important to understand these 5 secrets of CX Gen Z wants from brands.

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Creating Customer Success Playbooks with ChatGPT

SixteenVentures

Customer Success is always under pressure to optimize (and reduce the expense of) everything. Many people see ChatGPT as a way to streamline Customer Success processes like preparing for customer meetings or literally creating those processes upon which their organizations run. One approach some Customer Success pros are taking is to use ChatGPT to generate Customer Success playbooks.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

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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Conversion Rate Optimization – It’s a Journey, Not A Destination

Customer Think

Imagine driving down the road and seeing a sign that reads “Road Closed.” This is the only way you know to reach your destination. Making matters worse, there are no detour signs or arrows to help you find an alternate route. You’re probably going to be frustrated to say the least.

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Response Time: Vol. 1

Intercom

You satisfy your customers, but can you satisfy our curiosity? Please tell us a little bit about your company and what you do there. I am the Senior Manager of Customer Support at Frame.io. Frame.io is a video review and collaboration platform that lets you share media, track feedback, and streamline your workflow so your team can work closely together from anywhere in the world.

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Why On-Shore Technical Support Is The Gold Standard

Helpt

1. Introduction Technical support is a crucial aspect of any business that operates in the digital space. With the growing dependence on technology, businesses require a reliable and efficient support system to ensure that their products and services run smoothly. One of the most important decisions a business can make when it comes to technical support is whether to use on-shore or off-shore support.

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ChatGPT or Bing: Which AI Tool is Best for Customer Success

SixteenVentures

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. These AI-powered tools offer unique benefits to Customer Success Managers (CSMs) and Enablement pros like: enhancing search, language generation, and productivity. I finally got access to Bing Chat and was able to test our prompts we developed in ChatGPT for our Prompt Engineering for Customer Success course in Bing, and I’

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Reimagine Your Communications With A Unified Platform

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.

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A Customer Advisory Board Meeting with No PowerPoint? Here’s What to do Instead

Customer Think

While PowerPoint is an excellent business tool to communicate ideas, its pervasive, constant use has weakened the impact it once had. While professionals may feel naked in front of an audience without it, spectators often lose interest quickly – if not outright groan upon seeing a long list of slides in front of them.

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Customer experience in the metaverse: A CX Network Guide

CX Network

Many brands are looking to the metaverse to take their experiences – and customers – into the future. In this ultimate guide, CX Network presents the key facts and insights that will get it there.

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From Reactive to Proactive: How to use customer feedback to drive engagement and loyalty

Zonka Feedback

Customer feedback is a powerful tool for any business that wants to drive engagement and build customer loyalty. It allows businesses to understand their customers' needs, preferences, and pain points, which can help them improve their products, services, and overall customer experience.

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Customer Success Pros: Stay Ahead of the Game with ChatGPT

SixteenVentures

As a Customer Success professional looking to stay relevant in your field and be the best at what you do, one emerging tool that you need to be aware of – and start using – is ChatGPT. ChatGTP is a powerful AI program that has the potential to revolutionize the way you work, but to make the most of it and other similar tools, you’ll need a new skill: Prompt Engineering.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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4 Types of Sales Positions That Can Never Be Replaced by AI

Customer Think

I began debunking sales articles when the first ones predicting the death of selling appeared circa 2008. Back then, new digital marketing companies were telling everyone that salespeople would be replaced by inbound marketing. "Inbound is.

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Why are supermarkets rationing food? And what are the Solutions?

The Customer Service Blog

Calls for the government to provide better support to UK food producers have intensified recently as supermarkets have been forced to ration sales of some fresh produce. Weatherrelated disruption has caused supply shortages of vegetables from places including Spain and North Africa. Former Sainsbury’s chief executive Justin King has partly blamed the government’s decision not to subsidise producers’ spiking energy costs this winter under its plan to help businesses affected by the cost of living

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Top 5 retail trends to watch for in 2023

Zendesk

The retail industry is constantly evolving, and businesses and retailers need to stay on top of the latest trends. This year, thousands of retail professionals descended on the Javits Center in New York City for the National Retail Federation’s Big Show. Retail’s Big Show brings together change-makers and leaders from around the globe to showcase the latest innovations and illuminate trends.

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ChatGPT in Customer Success: Generative Output to Desired Outcome

SixteenVentures

Generative AI, like ChatGPT, is a powerful technology that has revolutionized the way we approach various fields, including writing, coding, music composition, and even Customer Success. ChatGPT uses artificial intelligence to generate high-quality content based on prompts, enabling people to accomplish far more in much less time. For example, programmers can generate code that would have taken hours to write in a matter of minutes, while musicians can create entire pieces of music with the push

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?