Inside Customer Service
MARCH 14, 2024
I bet I can diagnose your learning style with three questions. Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? How do you take notes in a training class? It was a fun trick I discovered as a new trainer. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real.
Callminer
MARCH 11, 2024
Improving CX is critical, and sentiment analysis can empower companies to understand and respond to customers’ feelings and needs. This blog offers tips for selecting the best sentiment analysis tool.
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Futurelab
MARCH 15, 2024
#NoBullshitCX #20yearsFuturelab “Question (almost) everything.” Are you innovating “a faster horse”?A few years ago, I worked with the world leader in logistics supplies. They wanted to refresh their innovation process. Until then they typically interviewed all their customers once a year with a 200-question-long survey and held co-creation sessions with some of them.
Adrian Swinscoe
MARCH 13, 2024
Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was […] The post The worrying state of the European contact center space first appeared on Adrian Swinscoe.
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.
Zendesk
MARCH 13, 2024
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market. The latest CX Trends data shows that unprecedented demand for AI is driving up the speed and frequency of customer engagement. In this new era of AI-powered CX, AI agents can push beyond traditional bot capabilities to help brands transform service into a competitive advantage.
ECXO
MARCH 10, 2024
Celebrating Remarkable Women: ECXO’s Tribute on International Women’s Day Last week, as the world celebrated International Women’s Day, the European Customer Experience Organization (ECXO) proudly honored and saluted remarkable women across the globe. We extend our heartfelt congratulations to all women for their invaluable contributions and achievements.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
MARCH 11, 2024
Today’s interview is with David Powers, who is an author, podcast host, Chief Experience Officer at Rooter Hero Plumbing & Air and a true punk. David […] The post A look inside a punk-inspired contact center – Interview with David Powers first appeared on Adrian Swinscoe.
Zendesk
MARCH 13, 2024
Bitly’s links and QR codes may be everywhere, but chances are you’ll find the company’s Global Head of Customer Support, in one of two places: running support experiments from his home office or collaborating with other leaders in his favorite community group, Zendesk for Startups. “That’s kind of the first place I go to when I’m saying, ‘hey guys, I’m going to test out turning off our chatbot for a bit,’” he said.
Beyond Philosophy
MARCH 15, 2024
You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.
Customer Think
MARCH 11, 2024
In talking to fellow customer marketers at the recent CustomerXCon 2023 conference held in Boston, it became clear that our charters and roles as marketers continue to evolve and change.
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ECXO
MARCH 15, 2024
The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle.
C3Centricity
MARCH 12, 2024
What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.
Beyond Philosophy
MARCH 14, 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: Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss how to avoid this situation in your organization.
Customer Think
MARCH 15, 2024
When I was an undergrad at The University of Colorado Boulder, I went back and forth when it was time to declare a major. I was one of the many students who selected undecided at the beginning of my freshman year. That said, my favorite class freshman year was Macro Economics.
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.
CX Network
MARCH 15, 2024
CX Network's top 50 people making an impact on customer experience
Comm100
MARCH 14, 2024
Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency. This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers.
The DiJulius Group
MARCH 14, 2024
AI and the Customer Experience, Part 1 AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of becoming the next Kodak. According to an article in Craving Tech, organizations that have integrated this new technology into. Read Full Article The post How Artificial Intelligence (AI) is Benefiting Customer and Employee Satisfaction appeared first on The DiJulius Group.
Customer Think
MARCH 13, 2024
Safeguarding sensitive data and ensuring seamless access to resources for the workforce has long been a struggle for businesses. Digital transformation, increasing complexity of IT environments, and the frequency and sophistication of cyber threats, has only made this worse.
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?
DMG Consulting
MARCH 15, 2024
Is Outbound Dead? Donna is tackling the topic of outbound’s place in the contact center and how it’s very much alive. The post Is Outbound Dead? appeared first on DMG Consulting.
SixteenVentures
MARCH 9, 2024
The Goal Discovery Framework is an invaluable tool for storytelling in customer success, enabling you to demonstrate value beyond the traditional focus on Return on Investment (ROI). By combining data, storytelling, and this framework, Customer Success Managers (CSMs) can effectively showcase the true value proposition of their product or service. Here’s how to apply the […] The post Storytelling in Customer Success: Use the Power of Goal Discovery appeared first on Customer-centric
The Squawk Point
MARCH 15, 2024
What Does Your Customer Need? “Your customer doesn’t want a drill. He wants a hole.” You have no doubt heard that one before. Working through customer requirements is difficult , particularly when customers don’t know what they want. Do Customers Want Cameras? I found a story in an old 1990s textbook ( The Leader’s Handbook ). It goes like this: Konica Cameras had a problem: they wanted to develop a breakthrough camera that would grab the market, but the feedback they were getting from customers
Customer Think
MARCH 15, 2024
Value. It’s become a buzzword of little…value. What does it mean to B2B buyers? Often, companies think of value in relation to their business — more so than for their customers. They think it lives within the features of their products. As marketers, we’re told our content and buyer experiences must deliver value.
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.
Zonka Feedback
MARCH 15, 2024
Understanding customer needs and preferences has always been at the core of successful businesses. Voice of Customers plays a crucial role in collecting customer feedback, understanding their needs, and expectations, and working in the direction of fulfilling them.
SixteenVentures
MARCH 11, 2024
The concept of pooled CSMs, where a pool of CSMs manage a portfolio of customers without dedicated account ownership, has emerged as an alternative approach to CSM org design. Here’s a breakdown of the current thinking on pooled CSMs, including the key requirements for success. Potential Benefits of Pooled CSMs Potential Challenges of CSM Pools […] The post Pooled CSMs: Benefits, Challenges, and Requirements for Success appeared first on Customer-centric Growth by Lincoln Murphy.
The Squawk Point
MARCH 14, 2024
A Broken System Waldsterben is a nasty word. It is a German noun that means “death of the forest.” Trees have been dying across swathes of Germany and central Europe since the 1970s. Leaves and needles fall, and the bark drops off, leaving great tracts of tall, dead stumps. It is a dismal sight and has been cited as a reason why Germany is one of the most environmentally conscious countries in the world.
Customer Think
MARCH 12, 2024
Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.
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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
The DiJulius Group
MARCH 13, 2024
Unleash the full potential of your customer service team and lead your business to new heights with Scott Greenberg, the acclaimed author, and former Edible Arrangements franchisee, as he shares his playbook for excellence in leadership. On this episode of The Customer Service Revolution, prepare to change your understanding of team dynamics and customer experience.
SixteenVentures
MARCH 11, 2024
The concept of “pods” in Customer Success Management (CSM) continues to evolve, offering a flexible approach to structuring CSM teams within an overall coverage model strategy. Here’s a breakdown of how pods can fit into your CSM coverage models: The Core Concept of Customer Success Pods At its core, a pod is a cross-functional team […] The post The Role of Pods in CSM Coverage Models: The Evolving Landscape appeared first on Customer-centric Growth by Lincoln Murphy.
Doing CX Right
MARCH 11, 2024
Stacy Sherman and featured guest, Bernie Borges, explain how marketing and content strategies can enhance your customer relationships and grow your business. Listen to the Doing CX Right podcast now. The post Integrating Marketing & Customer Service: Content Strategies to Solidify Relationships appeared first on Doing CX Right.
Customer Think
MARCH 15, 2024
Telling your prospects to buy from you is like trying to take a cat for a walk. They’ll stay rooted in position and won’t budge and the more you try to push them towards you, the more intractable your prospects will be.
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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