Sat.Jun 15, 2024 - Fri.Jun 21, 2024

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How to uncover customer insights with data mining software

Callminer

Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.

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Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish

Adrian Swinscoe

Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.

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Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits

eglobalis

Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits The post Mixing Ethnography with Customer Experience: A Deep Dive into Customer Benefits appeared first on Eglobalis.

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ARE WE STILL TALKING ABOUT RECOMMENDATION?

Futurelab

#NoBullshitCX #20yearsFuturelab “Cut down mental effort.” Last week was my birthday. One of the gifts I received was a book–not written by my favourite author but recommended by him. My To Be Read stack is rather large, and it’s only growing, but that does not stop me from getting more books*. I do not stop there. I also want to watch every series, listen to every new album, visit every city, and try every food on the planet.

B2B 130
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SaaS Evolution: The Critical Role of Embedded Finance

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.

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Enhancing Product Design with AI: A Journey of Creativity and Customer Experience

Customer Think

Image Rights for ECXO: Generated by MidJourney and DALL-E The Transformative Power of AI in Physical Product Design: Enhancing Creativity and Customer Experience Article source: [link] Introduction The advent of generative AI is reshaping the landscape of physical product design, driving innovation, practicality, and enhancing the customer experience.

AI 140
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Financial brands need to shore up trust…or we’re all going to sink

Adrian Swinscoe

This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.

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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

Education 109
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How to Use ChatGPT-4o in Customer Service

Customer Think

OpenAI´s launch of GPT-4o marks a significant leap forward in LLMs (large language models) in regard to combining the capabilities of text, audio, and visual data processing. This comprehensive AI model promises to transform customer service.

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Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

CX 102
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Off Script: Reinventing customer service with AI

Intercom

The latest breakthroughs in AI are already profoundly changing customer service. But what does it take to build systems that can truly leverage it? This is what we’re exploring in Off Script, our new series of candid conversations with Intercom leaders about the extraordinary technological shift being driven by artificial intelligence. People have been trying to develop computer systems capable of understanding natural language for decades.

AI 97
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How to Easily Navigate Crypto Accounting in the Web3 Era

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

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The Surprising Truth About Economic Decision-Making: Why Your Logic Might be Flawed. Masterclass Part 5: Unlocking the Psychology of Customer Experience

Beyond Philosophy

Regarding Customer Experiences and the behavioral sciences, there is seldom only one thing happening at a time. There are usually a lot of things happening at once. This masterclass episode, the fifth in a series of eight, explores economic biases and how they create flaws in our decision-making logic. For example, one key bias discussed is the Sunken Cost Fallacy, where people need help to walk away from investments, leading to subsequent mistakes.

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The Secrets to AGCO’s CX Success

Heart of the Customer

The Secrets to AGCO’s Positive Customer Experience Success Courtney Warford leads an inspiring program at AGCO. She has done a marvelous job of connecting customer experience to operations, creating outsized influence throughout the company. In return, AGCO has invested to become even more customer-focused with the growth of Courtney’s CX practitioner team over the last […] The post The Secrets to AGCO’s CX Success appeared first on Heart of the Customer.

CX 78
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New Hire? Start Wowing New Employees the Moment They Get Hired

The DiJulius Group

Start Wowing Your New Employees the Moment They Get Hired *The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth “When I hire someone, that is when I go to work for them.” The percentage of employees who quit before their first day. Read Full Article The post New Hire?

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Email Marketing Campaigns That Work: Tips for Boosting Open and Click-Through Rates

Customer Think

Email marketing is one of the most effective ways to connect with your audience. But what good is your perfectly crafted message if no one opens it? Or worse, if they open it but don’t click through to your content? If you’ve been struggling with low open and click-through rates, you’re not alone.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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Decoding Surge Pricing: Will Customers Embrace or Reject It?

Beyond Philosophy

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: Surge pricing is a form of dynamic pricing. However, sometimes customers don’t see it this way. Depending on your perspective, surge pricing can feel like price discrimination. Surge Pricing takes advantage of peak demand.

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Customer loyalty and retention: 5 insights from our Global State research

CX Network

Find out how important customer loyalty and retention are to practitioners in 2024, where they’re investing to nurture it and the role that technology is playing

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Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance

Hodusoft

Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. After you’ve provided the inputs in the interactive voice response (IVR) system, the call goes to an agent who does not have the adequate skills and expertise to provide you with the solutions you are looking for.

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Top CRM Software Development Trends To Watch Out For 2024

Customer Think

Customer Relationship Management (CRM) systems have evolved significantly over the past few years. As businesses become increasingly customer-centric, the demand for more sophisticated and integrated CRM solutions continues to rise. In 2024, the CRM landscape is poised for even more transformation, driven by technological advancements and changing business needs.

CRM 73
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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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Branded Surveys Made Easy with White-Label Survey Solutions

SurveySensum

Do your surveys lack your brand’s unique touch with your logo, colors, and design? Then change the game with white-label surveys! No more generic templates with someone else’s logo, let your customers know that it’s you! With the help of a robust white-label survey builder, you can use your company’s color palette, logos, and fonts, ensuring that every survey reflects your brand’s identity.

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161: Improve CX in Contact Centers with Technology

The DiJulius Group

Can AI revolutionize customer service? In this episode of The Customer Service Revolution, John sits down with Joel Sylvester, partner and Chief Client Officer at Five Star Call Centers, to explore how AI and machine learning are transforming the customer care landscape. Joel reveals how integrating advanced technologies can enhance customer interactions across phone, email, Read Full Article The post 161: Improve CX in Contact Centers with Technology appeared first on The DiJulius Group.

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AI Success Begins and Ends with People

NGDATA

The success of AI initiatives relies heavily on organizational culture and leadership. Leaders must drive AI readiness by educating and empowering employees, fostering collaboration between AI experts and other team members, and ensuring continuous investment in AI technology and skills development. This approach enables businesses to leverage AI for increased revenue, cost reduction, and competitive advantage.

AI 52
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Customer Data in the Lakehouse Era: The Benefits of Open Sharing

Customer Think

For tech leaders whose job is to manage customer data infrastructure, I have good news: lakehouse architecture will make things so much easier. I know from talking with brands that putting customer data to work has often meant inefficiencies in cost and effort.

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How To Craft Your Perfect Retail Tech Stack

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.

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Embracing 5 Hard Truths of Customer Experience to Improve Your CX Strategy

Experience Investigators

When we hear from CX change agents about what it takes to run a successful customer experience program , they usually mention at least one of these three challenges: It’s unclear how they should measure success, making it harder to quantify their results and make the case for more resources Data collection can be time-consuming and tricky, which takes time from other activities that may have a stronger impact Leaders feel they lack the influence to align their organization, so customers receive

CX 52
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A Guide to Lone Worker Risk Assessments

CallCare

Lone worker risk assessments are needed for the safety and well-being of employees who operate in isolation. Lone workers, often found in industries such as healthcare, security, and field services, face unique challenges that can escalate into serious hazards without immediate support. Conducting thorough risk assessments helps identify potential dangers, comply with legal obligations, and implement effective safety measures.

Legal 52
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How Banks Can Unleash First-Party Data Safely

NGDATA

In the transition to a cookie-less future, banks must leverage first-party data while maintaining privacy and regulatory compliance. By adopting privacy-centric strategies, banks can enhance customer experiences, boost engagement, and foster trust. Key tactics include contextual relevance in credit card offers, targeted marketing using first-party data, and ensuring transparency and fairness in data practices.

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Understanding the Various Aspects of Data Mapping

Customer Think

In today’s digital landscape, there is a plethora of data involved in all aspects of business operations, but without a strategic roadmap, it can become misinterpreted or misplaced. Continue reading as we delve into the world of data mapping, uncovering its significance in optimizing processes and steering businesses towards informed decision-making.

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Secrets of a Successful Sale: Optimizing Your Checkout Process

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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Transforming Retail Customer Experience with CommBox: A Comprehensive Guide

CommBox

Introduction When it comes to service, consumer expectations are high. Retailers must provide exceptional customer experiences to stay ahead of competitors and surpass consumer expectations. How can they achieve this? By integrating AI technologies such as CommBox’s AI-driven platform, retailers can transform the retail customer experience. Let’s explore how CommBox can inspire retailers to succeed in this fast-changing environment.

Retail 52
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Chatbots vs. Conversational AI: Understanding the Difference

Help Scout

Chatbots and conversational AI are terms that are sometimes used interchangeably, but they aren't the same thing. Learn the difference and find the right solution for you.

AI 44
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9 must-have tools for demand gen marketing

NGDATA

Nine essential tools for demand generation marketing include HubSpot for CRM and automation, ChatGPT Pro for idea validation, and Originality.ai for content authenticity. Oktopost manages social media, Ahrefs provides SEO insights, and Lucky Orange offers website optimization. Drift enhances customer engagement with AI, Canva simplifies graphic design, and Metadata.io automates ad campaigns.

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5 Best Practices for Collecting Customer Feedback

Customer Think

Customer feedback paves the way for you to ensure continuous improvement and establish lasting relationships with your customers. It enables you to consistently refine the solutions you offer and stand out from other players in your respective industry.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro