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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From Data to Decisions: Maximizing Retail Potential with AI

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.

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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.

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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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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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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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A story about Indian Customer Culture: Impactful CX in turbulent times

Steven Van Belleghem

Sewa This Indian society-driven business approach is deeply rooted into the concept of Sevā or Sewa – which means service – which is woven through the fabric of their culture. In India, even if a person owns very little, they will always share whatever they have. This Sewa tradition is exactly the reason why so many of the Indian unicorns and corporates are focused on building great societies first.

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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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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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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?

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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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[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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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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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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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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Intercom on Product: Our manifesto for next-generation customer service

Intercom

A lot has changed since we started Intercom over a decade ago. The iPhone, first released a couple of years before, was making rounds across the industry, introducing a new standard for smartphone design that has since been replicated by countless competitors. Facebook Messenger had just been released, and social media platforms like Facebook and Twitter, as well as messaging apps like WhatsApp, were rapidly gaining popularity.

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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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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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Mapping Digital Transformation: Retail’s Strategic Shift

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

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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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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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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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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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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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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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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The Customer Service Blog Hits New Record!

The Customer Service Blog

The Customer Service Blog has just achieved a new record! Last month (February 2023) we achieved 14,553 article views within a single month - the best viewing figures since the blog began in 2016. Our viewing figures peaked on 17th February when we had an amazing 1,474 people viewing the website in a single day. These figures are now growing exponentially as we gain thousands of new readers every week across the globe, and especially in the USA and the UK.

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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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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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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.