Sat.Nov 19, 2022 - Fri.Nov 25, 2022

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These 4 CX and EX trends should set your 2023 priorities

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While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023.

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Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito

Adrian Swinscoe

Today’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five […]. The post Five years on and real time guidance is now becoming a must have for a modern CX organization – Interview with Josh Feast of Cogito first appeared on Adrian Swinscoe

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Standing Out In Customer Service Can Be a Good Thing….Or A Very Bad One

Shaun Belding

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind.

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Accept a Compliment Graciously

The Belding Group

"When you dismiss their compliments - or worse - mock them, you make people feel silly for having made the effort. Don't ever do that. The most powerful thing you can ever say is a simple, unqualified, "Thank you."". Shaun Belding | www.shaunbelding.com. Achievement & Success

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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30 business leaders share tips for building customer loyalty

Callminer

Building customer loyalty is one of the most valuable things a business can do to ensure long-term success, but where do you start? This blog offers 30 tips for building customer loyalty

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Standing Out In Customer Service Can Be a Good Thing….Or A Very Bad One

Shaun Belding

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

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7 Ways SaaS Companies Can Improve Customer Experience

Zonka Feedback

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Because most SaaS companies rely on recurring subscriptions and referrals to get more clients. However, the two cannot be achieved without exemplary customer experience. Customer Experience

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What is text analytics and how does it work?

Callminer

Text analytics has become an important technology for businesses across a wide variety of sectors and industries. This blog explores how text analytics works and how it’s currently used

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5 Expert Tips for Leading a Global Contact Center

Execs In The Know

Strategies for Leading a Multilingual Global Contact Center. When you’re running multilingual operations or international business, oftentimes CX strategy and language become separated into two different work streams. It’s time to rethink how we address language as a business problem.

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December CMI Placeholder

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Top 7 Call Center Management E-Learning Courses

Fonolo

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career.

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Important Agent Performance Metrics to Measure Success

Zonka Feedback

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns.

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Thanksgiving: 10 Ways to Say Thanks to Your Customer Service Agents

CSAT.AI

It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued.

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5 Considerations When Optimizing Your Operations with Contact Center Automation

Execs In The Know

Over the last few years, call centers have changed significantly. With the rapid advancement of technology, brands have started to rethink how they deliver exceptional customer service.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Why Do YOU Do CX?

Heart of the Customer

I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants a question: Why do you do CX?

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Leveraging Every Idea in a Content Marketing Strategy

Customer Think

Marketing a business online can take many different forms, use various types of media and focus on a range of digital platforms and networks. But irrespective of where your main focus lies in the online marketing landscape, creating great written content will be a significant part of that mix.

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Improving Customer Service Results Through Empowered Agents

Doing CX Right

Sean Hawkins, a customer experience & contact center management expert, explains how to deliver great customer service through engaged and loyal agents. Learn how to do the basics right based on what's in your control.

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Customer service metrics worth your attention

Provide Support

The post Customer service metrics worth your attention appeared first on Provide Support Blog. Articles Customer service metrics live chat statistics

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Top 5 Customer Service Trends to Expect in 2023

Comm100

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.

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Why CRM Is Key To Boost Business Growth Potential?

Customer Think

In B2C environments, CRM solutions are essential to maintaining client relationships over time. Managing online retail customers is crucial for any eCommerce platform to run smoothly. Standard CRM systems in eCommerce allow you to register, track, and utilize data about customer interactions.

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CX Redefined: Evolving Beyond Self Service to Business Messaging

CommBox

Why It’s Time to Move Beyond Self Service . Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever.

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What your live chat security is missing

TeamSupport

Data security is no longer just a nice-to-have for messaging and live chat. Data breaches are becoming common, and in an environment where mindfulness about privacy is at an all-time high, businesses risk serious damage if they fail to keep up.

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Product Market Fit: A Lesson from Sephora’s Head of Product

Speaker: Sneha Narahalli - VP, Head of Product at Sephora

In this webinar, Sneha Narahalli, Head of Product at Sephora (Digital, Data & MarTech), will give you an iterative method for identifying and developing Product Market Fit.

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Guest Post: Transactional vs Relational Customer Service

Shep Hyken

This week, we feature an article by Deniz Kuran, Head of Marketing at Idiomatic , an organization that helps companies understand their customers by translating customer feedback into actionable data. She discusses the difference between transactional and relational customer service.

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10 Email Marketing Strategy Tips

Customer Think

So, you’ve tried to find the best email marketing software for your business, maybe you have an email list with potential customers eager to learn about your brand. You might have even sent a few emails to these recipients, but quick question – what happens now?

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How Omnichannel Support Influences CX?

SupportYourApp

Technological progress and the pandemic streamlined the development of e-commerce. The new digital reality, where

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5 Key Customer Success-Centered Strategies Marketers Need for Driving Growth

ClientSuccess

As a marketing professional, you understand the importance of customer success in driving business growth. And with the rise of customers in control, it has never been more important for marketers to focus on strategies that create and nurture successful customer relationships.

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Powering Personalization Through Customer Data

Finding the right CDP can help unlock the value of your customer data. This eBook offers guidance on choosing, deploying, and utilizing a CDP, along with a case study on how one bank put data into action to forge stronger connections with customers.