Customer Think
APRIL 10, 2024
It is both intriguing and worrisome that our attention span has diminished to just eight seconds, which is even shorter than that of a goldfish. Over the past two decades, we’ve seen a 30% decline in our ability to focus. In our fast-moving world, advertisements hold our attention for merely 1.
Inside Customer Service
APRIL 11, 2024
This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.
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Adrian Swinscoe
APRIL 11, 2024
Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.
ECXO
APRIL 10, 2024
Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This might sound like an unusual juxtaposition, but bear with me as I draw parallels between these two seemingly disparate fields. Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the gl
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.
Customer Think
APRIL 10, 2024
The lead generation experts at NetLine just released their “2024 State of B2B Content Consumption & Demand Report,” a meaty 38-page guide based on data from more than 6 million content registrations.
Totango
APRIL 9, 2024
Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
APRIL 7, 2024
The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used.
Lumoa
APRIL 8, 2024
content Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the v
C3Centricity
APRIL 9, 2024
As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.
Heart of the Customer
APRIL 12, 2024
Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.
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Beyond Philosophy
APRIL 11, 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: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.
The DiJulius Group
APRIL 9, 2024
Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.
Comm100
APRIL 10, 2024
AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.
Customer Think
APRIL 8, 2024
As customers become more informed, businesses must shift from selling to enhancing customer experience. This needs quality offerings and the ability to provide seamless, personalized experiences. This is where sales enablement comes into play.
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.
Intercom
APRIL 10, 2024
Intercom is leading the industry into a new era of AI-first Customer Service, and today we’re excited to reveal our latest breakthrough innovation – Fin AI Copilot. When we launched our groundbreaking Fin AI Agent last year, it set the standard for generative AI customer service experiences – it has already helped customers with more than 8 million queries and resolves up to 80% of conversations instantly.
DMG Consulting
APRIL 8, 2024
Real-Time Adaptive Intraday Management Saves the Day April 2024 Workforce management (WFM) solutions are changing for the better. Vendors are delivering enhancements and innovations with the potential to greatly improve the effectiveness of many aspects of these applications. However, when all is said and done, today’s WFM solutions still have the same two core objectives they had when first introduced over 50 years ago: forecasting the volume of work expected to arrive in a given time frame and
Zonka Feedback
APRIL 10, 2024
Understanding customers’ needs and expectations is crucial for a business to ensure their satisfaction and customer feedback surveys help you do this. But merely fulfilling customers’ needs is not enough. Sometimes customers prefer one thing over another. Customers’ preferences and the order of these preferences have a great impact on the overall customer experience and satisfaction.
Customer Think
APRIL 10, 2024
There’s been so much written extolling the uses of AI. Certainly, it’s exciting – filled with possibility and mystery, similar to the early days of the World Wide Web.
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 9, 2024
Unlock the full potential of your customer-facing team and watch your customer satisfaction soar! Let’s transform the frontline of your business into a powerhouse for customer loyalty. On this episode of the Experience Action Podcast, we’re tackling a golden question: How do we get our customer-facing employees just as invested in the customer experience as we are?
DMG Consulting
APRIL 8, 2024
3 Reasons Work From Home Works Check out Donna’s thoughts and three reasons why working from home is a viable option. The post 3 Reasons Work From Home Works appeared first on DMG Consulting.
TeamSupport
APRIL 12, 2024
In manufacturing, effective customer support requires technology that spans geographical boundaries and provides a wealth of knowledge. From the production of everyday goods to the development of new technology, precision and efficiency are a top priority. Empowering customers to find answers to their questions independently can lead to quicker resolutions, and establish a deeper understanding of customer needs.
Customer Think
APRIL 12, 2024
Like everyone else in the world right now, I’m finding ways to use AI, the latest greatest shiny object. One of the more impressive types of AI generative tools are those that create sophisticated graphics on demand.
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.
The Customer Service Blog
APRIL 12, 2024
Assaulting a shop worker will be made a separate criminal offence in England and Wales as part of the government’s response to a recent wave of shoplifting and retail crime. The new offence will carry a maximum sentence of six months in prison. Perpetrators could also receive an unlimited fine and be banned from the shop where they committed the offence.
NGDATA
APRIL 11, 2024
Personalized experiences drive sales. The four P's (product, price, place, and promotion) and the three P's (process, physical evidence, and people) are necessary building blocks of marketing that should be adapted to the latest technological innovations. Understanding the customer brief is crucial to avoid misalignment between the campaign created and the customer brief.
Execs In The Know
APRIL 11, 2024
Dave Pitsch, Vice President of Guest Services at Arc’teryx , recently delivered a compelling keynote address at Customer Response Summit (CRS) in Tucson titled Shaping the Future of Guest Experience and Circularity. Arc’teryx has positioned itself at the forefront of innovation and sustainability. At the heart of the brand’s mission is crafting a pinnacle guest experience that transcends the traditional boundaries of retail and brand interaction.
Customer Think
APRIL 12, 2024
Can a retailer’s loyalty program drive customer loyalty and become a source of revenue? Some retailers and grocers are already leveraging the idea of augmenting a loyalty program with a paid membership, and, by the numbers, they have very good reason for doing so.
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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
Intercom
APRIL 11, 2024
Every support rep wishes they had their own personal AI assistant in the inbox, right? Now you can with our latest groundbreaking product release, Fin AI Copilot. This week on The Ticket podcast, our Senior Director of Automated and Proactive Support, Ruth O’Brien , and our Senior Product Marketing Manager, Olivia Singarella , dive into what Fin AI Copilot is and what big customer problems inspired us to create it.
NGDATA
APRIL 11, 2024
The US experienced major bank failures last year, driving the need for regulatory responses. To reduce the risk of destabilizing bank runs, Brookings recommends strengthening liquidity regulations and modifying the Liquidity Coverage Ratio. The banking industry has changed significantly over the past 25 years, with traditional banks delivering less credit to nonfinancial corporations.
Execs In The Know
APRIL 10, 2024
In today’s competitive marketplace, the ability to listen to and act upon feedback is not just a nice-to-have; it’s a critical component of a brand’s success strategy. Our CX Insight magazine article, “ The Power of Listening: Leveraging Customer Feedback to Drive Brand Success ,” delves deep into why customer feedback matters and how it can be a game-changer for businesses aiming for growth and sustainability.
Customer Think
APRIL 8, 2024
Generative AI models are quickly making their way into call center operations. And it makes sense. Their ability to enhance customer interactions, streamline processes, and glean deeper insights into customer behavior are an attractive proposition for the industry.
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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