Customer Think
APRIL 11, 2023
Back in 2017 when we served on the AI Advisory Committee for Execs In the Know, we wrote an article about the role of artificial intelligence in the future of business. Our article called out, rather presciently, the need for governance, standards, and.
Adrian Swinscoe
APRIL 9, 2023
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, […] The post Too much data, too few skills. To achieve personalization, there is another way first appeared on Adrian Swinscoe.
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Inside Customer Service
APRIL 13, 2023
Why are customers loyal to certain companies? People buy from Amazon because is it consistently solves one problem quickly and conveniently: "I need to buy __." You can fill in the blank with nearly every product imaginable. Whatever it is, Amazon has made it as easy as possible to get it fast. Starbucks has legions of loyal customers because it offers the most convenient way to get a caffeinated coffee drink.
eglobalis
APRIL 10, 2023
The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Customer Think
APRIL 11, 2023
Depending on the industry, “digital transformation” might signify many things. Delivering customer-facing mobile experiences may be a priority for certain businesses as they modernize their core systems to increase efficiency. A digital transformation journey, however, is a complex procedure with a beginning and an end.
Adrian Swinscoe
APRIL 14, 2023
Today’s interview is with Brian Tuite, the cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Brian joins me […] The post The connection between flight simulators, agent attrition and better outcomes – Interview with Brian Tuite of Zenerate first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Execs In The Know
APRIL 13, 2023
As eCommerce grows, so too does its vulnerability to friendly fraud. Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. In this blog post, we’ll take a closer look at what exactly friendly fraud is, how it happens, and why you should be especially aware of it as a CX leader i
Customer Think
APRIL 13, 2023
With the average B2B purchasing journey taking approximately 350 days, it’s no wonder it is synonymous with being both long and laborious. But it doesn’t need to be. And the complexities that may at first seem like bumps in the road, should instead be viewed as opportunities to create a better experience.
Zendesk
APRIL 12, 2023
Even if you’re not familiar with generative AI or large language models (LLMs), you’ve probably heard of ChatGPT, the remarkably human chatbot that can generate surprisingly conversational answers, passable college essays—even dad jokes. While generative AI and LLMs aren’t exactly new, the excitement around ChatGPT has catapulted them to the forefront of global consciousness, launched an R&D “space race,” and sparked frenzied discussion about their potential impacts on information discovery
TeamSupport
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
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.
Beyond Philosophy
APRIL 13, 2023
FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.
Customer Think
APRIL 11, 2023
When creating and designing a customer advisory board (CAB) initiative, one aspect that tends to get overlooked or undervalued by CAB managers and executive sponsors is the creation of the program theme.
Zendesk
APRIL 13, 2023
Designing the best customer experiences and providing customer service is a day-in and day-out job. Building relationships, practicing patience, righting a wrong, and figuring out how to streamline operations all represent the hard work that our customers do again and again with their customers. (This remains true with the advent of ChatGPT and generative AI.
Customer Service Life
APRIL 12, 2023
Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. In this post, I’ll share a quick rundown of some of these recent conversations along with a handful of articles I’ve had the privilege of contributing to.
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CSAT.AI
APRIL 12, 2023
Omnichannel options, automation and self-service have made it possible for brands like yours to serve more customers in less time. That’s good news for your budgets and your customers. However, it’s important to effectively escalate the customer issues that need more attention. Whether from self-serve to your agents or from your agent to a manager or other department, a plan for customer service escalation is an important part of your successful support strategy.
Customer Think
APRIL 11, 2023
Our brains make it difficult, if not impossible, to fully or accurately comprehend what our Communication Partners wish to convey.
The DiJulius Group
APRIL 12, 2023
Capturing an audience’s attention can be tricky, particularly in a corporate setting. If you can master the art of storytelling, delivering your message becomes more enjoyable for everyone. If you’re a fan of movies or TV shows, you’ll recognize good storytelling as soon as you hear it. They’re captivating. In a corporate setting, as a. Read Full Article The post 114: How Leaders Can Be Better Storytellers appeared first on The DiJulius Group.
cxservice360
APRIL 10, 2023
Creating a successful business requires a deep understanding of your customers’ needs and experiences. One way to do this is through customer experience research, which The post 30 Customer Experience Survey Question Examples for Better Business Results appeared first on CXService360.
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.
ClearAction
APRIL 13, 2023
Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.
Customer Think
APRIL 11, 2023
Decades-high inflation and concerns of a recession have business leaders looking for ways to pursue cost-efficient growth in 2023. AI-driven automation can be a solution. Specifically, utilizing AI automation platforms in contact centers can drive down costs and improve customer experiences.
Myra Golden Media
APRIL 11, 2023
A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs.
The DiJulius Group
APRIL 11, 2023
“We are a customer-first organization” “Treat customers the way you want to be treated” “Exceed customer’s expectations” “Going above and beyond is our standard” “We deliver genuine hospitality” Leaders love to throw around platitudes when it comes to customer experience, and all of these are great mantras. By themselves, however, they are just platitudes and.
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?
Experience Investigators
APRIL 11, 2023
Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high grade; superiority; excellence: wood grain of quality.” OR “native excellence or superiority.” Where does quali
Customer Think
APRIL 13, 2023
Source: "The CMO Survey" (Christine Moorman, 2023) (This month's Research Round-Up is devoted entirely to the March 2023 edition of "The CMO Survey." This research has been conducted semi-annually since 2008, and it consistently provides.
Intercom
APRIL 11, 2023
You satisfy your customers, but can you satisfy our curiosity? With Ethan Rylett, Head of Customer Success and Support at RotaCloud. Please tell us a little bit about your company and what you do there. RotaCloud is a UK-based workforce management platform. Our aim is to make employees’ lives better at the company they work for. If we can improve communication between them and their bosses – and save the company time and money – then our job is done.
Doing CX Right
APRIL 9, 2023
Marcus Köhnlein, an accomplished entrepreneur, and Stacy Sherman reveal practical strategies to launch and grow successful customer-centric businesses. The post Unlock the Secrets of Starting a Thriving Customer-Centric Business or Side Hustle appeared first on Doing CX Right.
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.
Comm100
APRIL 13, 2023
In today’s fast-paced world, customers demand quick and efficient service. They want to interact with businesses on their own terms and get their queries resolved as soon as possible. Long wait times and uncertainty in the queueing process can quickly turn a positive customer experience into a negative one. This is where Comm100 Queue Management comes in, helping support teams to streamline their queueing process and enhance customer satisfaction.
Customer Think
APRIL 11, 2023
Customer Experience (CX) is not a “switch” that companies simply flip to the “on” position. This is not a binary condition, where a firm either is or is not customer-centric.
Experience Investigators
APRIL 11, 2023
The post [Experience Action Podcast] Overcoming Imposter Syndrome in CX Careers [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
Zendesk
APRIL 14, 2023
Building a team of talented employees is already a challenge. The last thing you want is to lose them because of internal issues. You can avoid this by investing in your employee experience management. Having a dedicated representative focus on treating employees like they’re valued customers can have far-reaching effects. Improving processes, like streamlining workflows and implementing new tools, can reduce employee turnover and improve productivity.
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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
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