CX Accelerator
NOVEMBER 7, 2023
By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. Nearing full-on panic, I was relieved to see that they had charged my credit card.
Inside Customer Service
NOVEMBER 9, 2023
A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. A host of problems hurt that mission. Response rates are too low Survey scores are notoriously inflated Reps get blamed for factors outside of their control A new metric called the sentiment arc can solve those problems and eliminate annoying surveys.
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Adrian Swinscoe
NOVEMBER 9, 2023
Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.
eglobalis
NOVEMBER 8, 2023
How to create better business outcomes through CX design , customer experience design The post How to create better business outcomes through CX design appeared first on Eglobalis.
Speaker: Shaunna Bruton and Kailey Holmes
Unlock the potential of customer data to create personalized retail experiences that resonate with your audience. This webinar will explore the critical role of customer data in modern retail, providing you with strategies to collect, analyze, and apply data to enhance personalization. Learn from leading retailers, like Harry Rosen, and experts on how to turn data into actionable insights that drive customer satisfaction and loyalty.
Customer Think
NOVEMBER 9, 2023
Customer journey maps are a key component of customer experience strategy and planning. But what are they? What information do they provide? And, how should they be used? Depending on who you ask, a customer journey map is a process or a visual tool.
Totango
NOVEMBER 10, 2023
As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? How’s that for a few spicy thought starters? Does the answer to any of those questions put you on the edge of your seat? We hope so! At Totango Live! 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
NOVEMBER 8, 2023
For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
Experience Investigators
NOVEMBER 7, 2023
When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. The problem, however, is those efforts are wasted if the new connections don’t stick. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences. If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.
Totango
NOVEMBER 8, 2023
Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.
Beyond Philosophy
NOVEMBER 4, 2023
Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characterizes with as a glass-half-full disposition.
Speaker: Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms
Join us for an exclusive webinar hosted by Ian Hillis, SVP of Growth at Payrix and Worldpay for Platforms, where he’ll explore the significant impact of embedded finance on the software industry! This session is designed to provide you with the strategic insights needed to navigate the future of SaaS successfully, all while gaining a deeper understanding of how these trends can enhance your competitive edge, boost revenue, and deepen customer loyalty.
The DiJulius Group
NOVEMBER 6, 2023
Creating a signature brand experience isn’t just about what you do; it’s about how you make your customers feel. It’s the difference between a one-time transaction and a lifelong memory. At the DiJulius Group, we’ve honed a methodology that empowers brands to leave an indelible mark on their customers’ hearts and minds. Think of one.
Qmatic
NOVEMBER 8, 2023
Today, patients expect to receive patient-centered healthcare along with technologies that improve the patient journey and quality of care. That is why various digital healthcare solutions, such as virtual waiting rooms and virtual doctor appointments, are considered essential parts of future healthcare, and we see more and more providers embracing these solutions.
Callminer
NOVEMBER 10, 2023
CallMiner's Bruce McMahon shares updates from the 2023.11 release, including advanced semantic search capabilities, improved user experience in Coach, and more.
Logicalware
NOVEMBER 9, 2023
Elevate ’23 was Puzzel’s main event of the year, bringing together a phenomenal line-up of industry leaders, customers and Puzzel executives to discuss a topic that is near and dear to us – the bold future of Customer Experiences (CX) in the age of AI. Here, we will take you through Part 1 of the conference. What better way to kick off the conference than with our CEO, Frederic Laziou, sharing details of Puzzel’s latest survey of contact centre professionals?
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
Customer Think
NOVEMBER 7, 2023
Many marketing pundits argue that companies should make environmental and social “purpose” an integral part of marketing communications. Read on to learn why you should approach purpose marketing cautiously. Purpose marketing can be defined as the use of messaging in external communications that expresses a company or brand’s core mission and values.
The DiJulius Group
NOVEMBER 8, 2023
Ever wondered why some brands like Starbucks continue to be loved generation after generation? Or perhaps you’ve pondered how the pandemic has forever changed the workforce, particularly for the Gen Z population? John’s son, Cal DiJulius, joins him to unravel the mysteries of Gen Z in the workforce. As we ground our discussions in data-driven.
DMG Consulting
NOVEMBER 8, 2023
There are two major ways AI is being used in applications for the contact center. The post Applying AI to the contact centers appeared first on DMG Consulting.
Zonka Feedback
NOVEMBER 10, 2023
Forms on fire is a popular cloud-based software that lets you create forms and form workflows from scratch to collect and manage data. Although the platform offers some of the advanced features, navigating these higher-level software features might require more coding experience and a steeper learning curve.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customer Think
NOVEMBER 9, 2023
Most salespeople can improve sales effectiveness by changing their beliefs and moving out of their comfort zone. My wife took me to a Vegan restaurant for lunch and I ordered a sandwich that consisted of coconut, lettuce and tomato on multi-grain bread. I not only didn’t hate it, I liked it.
TeamSupport
NOVEMBER 6, 2023
It’s more critical than ever to deliver customer support in a timely and efficient manner. According to Forrester, customers are 2.4 times more likely to stick with a brand when their problems are resolved quickly. To achieve that level of responsiveness, your business needs live chat—providing a way for customers to interact with you at any time, day or night.
MyCustomer Experience
NOVEMBER 8, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
Zonka Feedback
NOVEMBER 9, 2023
Customer feedback is an essential element that tells you how customers feel about their experience with your products and services and what you can do to make their experiences better. While there are many kinds of customer feedback surveys used for collecting feedback, rating scale surveys are one of the most commonly used surveys by businesses around the world.
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 innovative automation to revolutionize outdated call review processes!
Customer Think
NOVEMBER 9, 2023
You could be looking to brush up on your knowledge of or gain a deeper understanding of several terms and phrases that are used frequently in business contexts these days. CRM is usually one of them for most of us. CRM or “Customer Relationship Management,” is an essential component of any successful business.
DMG Consulting
NOVEMBER 7, 2023
MEDIA ALERT DMG Consulting Releases 2023 – 2024 Contact Center as a Service Product and Market Report Thriving market despite challenging macro-economic conditions Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases 2023 – 2024 Contact Center as a Service Product and Market Report When: Today, 1 November 2023 Where: Available at the DMG Consulting online store Background: DMG Consul
CommBox
NOVEMBER 9, 2023
A module for flexible interfacing with other systems / APIs, allowing external services to verify customer actions (i.e. approve the payment through a third-party credit card service). It allows representatives to identify customers and verify external actions in parallel to the actual conversations with the customers.
Zonka Feedback
NOVEMBER 8, 2023
In today's fast-paced, data-driven world, making business decisions based on gut feelings or guesswork can be compared to flying blind. Whether you're conducting market research, analyzing consumer behavior, or seeking to optimize your internal business operations, the fundamental bedrock of sound decision-making is rooted in data.
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.
Customer Think
NOVEMBER 7, 2023
Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course, Read more The post S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys appeared first on Interaction Metrics.
SurveySensum
NOVEMBER 10, 2023
Let’s say you run an online small bookstore where customers order books from your store and share the book reviews. You rely heavily on email and social media for customer feedback for your bookstore. It’s a time-consuming process, and often you miss important messages or suggestions from your customers. For example, a customer faced some issues with the checkout process, and as there was no way to report it, this customer abandoned their cart, and with that, you lost a valuable customer.
CommBox
NOVEMBER 9, 2023
The Customer Satisfaction app makes it easy to send simple engaging satisfaction surveys to customers across all communication channels (e.g. a survey question after a conversation, such as: “How well did our customer service representative answer your question or solve your problem?”). The survey will be sent in a manner appropriate to the specific communication channel.
Zonka Feedback
NOVEMBER 7, 2023
With only two possible answers, collecting feedback using Yes or No surveys is one of the most effective ways to maximize response and capture actionable insights. Yes or no surveys, also known as dichotomous survey scales, allow respondents to provide quick and straightforward answers by choosing between two options: yes or no.
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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