1 to 1

NOVEMBER 22, 2022

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. As we’ve seen over the past couple of years, customers will expect interactions to be frictionless, personalized, 24/7, and faster than ever. What’s different about 2023 is that brands will face the unprecedented challenge of meeting these growing demands amid an ongoing war for talent and mounting cost pressures.

CX 26

CX Artificial Intelligence Contact Center AI 26

Callminer

NOVEMBER 22, 2022

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.

Customer Loyalty 182

Customer Loyalty 182

Adrian Swinscoe

NOVEMBER 21, 2022

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.

Contact Center 190

Contact Center CX AI 190

Shaun Belding

NOVEMBER 20, 2022

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.

Customer Service 130

Customer Service Customer Experience Retail 130

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

The Belding Group

NOVEMBER 20, 2022

"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.

130

130

Callminer

NOVEMBER 20, 2022

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.

Text Analytics 182

Text Analytics Technology Technology 182

Customer Think

NOVEMBER 22, 2022

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. However, producing popular, informative, engaging content […].

Technology 140

Technology Technology 140

Zonka Feedback

NOVEMBER 22, 2022

The success and failure of any organization can be defined by how well they take care of their customers and most importantly their concerns. Since Customer Service Agents are the front line of any business, measuring Agent Performance can be a crucial aspect of improving Customer Service Performance and driving success. But many businesses fail to understand that there is so much more to measuring agent performance than monitoring how many calls they take in a day, if they come to work or not,

Customer Service 98

Customer Service Customer Experience 98

Execs In The Know

NOVEMBER 22, 2022

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. This shift in mindset will enable companies to improve their staffing strategies, optimize their efficiency, and provide a delightful and consistent experience for customers every time. .

Contact Center 98

Contact Center CX Technology Technology 98

CSAT.AI

NOVEMBER 23, 2022

It’s Thanksgiving week! Time for family get-togethers, big meals and Black Friday. You can help your agents feel valued. In a time where retaining quality employees is vital, remember to thank your customer service agents, now and all year round: Recognize that your agents want to enjoy the holidays too. Help them to do that. Be as considerate as possible with scheduling.

Customer Service 96

Customer Service Sentiment Analysis AI 96

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.

Retail

Customer Think

NOVEMBER 22, 2022

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. Business owners use CRM systems to assess the big picture of their customers’ […].

CRM 136

CRM Business Growth B2C Retail 136

Zonka Feedback

NOVEMBER 25, 2022

Customer retention and encouraging brand advocacy are both critical to any SaaS company's growth. Why? 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 97

Customer Experience Customer Retention 97

Execs In The Know

NOVEMBER 21, 2022

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. New technologies such as cloud-based virtual call centers, AI-driven chatbots, interactive voice response (IVR), and voice biometrics have all become integral components of many companies’ front-line customer service teams.

Contact Center 98

Contact Center AI Education Engineering 98

Beyond Philosophy

NOVEMBER 24, 2022

Customer strategy results in some interesting questions. Recently, Claire Hillman, a listener (and viewer of our new YouTube channel ) asked us one she has been mulling in her strategic planning: Should I move to where my customers are or move them to where I want to be? It’s an interesting question. My knee-jerk reaction is to say, where they are.

Retail 78

Retail CX Technology Technology 78

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.

Voice of the Customer

Customer Think

NOVEMBER 24, 2022

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? Answer: you take your campaign to the next level […].

132

132

Heart of the Customer

NOVEMBER 22, 2022

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? Not “Why does your company have a CX […]. The post Why Do YOU Do CX?

CX 78

CX B2B Customer Experience 78

The DiJulius Group

NOVEMBER 21, 2022

If it seems a bit ironic to turn to technology for a solution to technology, why not just embrace a digital detox? This means switching off all electronic devices (mobiles, smartphones, tablets, laptops, and computers) for a certain period of time. Numerous studies have shown that more time off-screen can lead to everything from an. Read Full Article.

Technology 86

Technology Technology 86

Doing CX Right

NOVEMBER 20, 2022

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. The post Improving Customer Service Results Through Empowered Agents appeared first on Doing CX Right.

Customer Service 84

Customer Service Contact Center CX Customer Experience 84

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?

Technology

Customer Think

NOVEMBER 24, 2022

The theme of this year’s Cyber Security Awareness Month was “See Yourself in Cyber.” According to The Cybersecurity and Infrastructure Security Agency (CISA), the theme demonstrates that while cybersecurity may seem like a complex subject, ultimately, it’s really all about people. The purpose is to ensure all organizations make smart decisions when it comes to […].

Technology 114

Technology Technology 114

Comm100

NOVEMBER 23, 2022

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. To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. 1.

Customer Service 83

Customer Service Omnichannel CRM Contact Center 83

Shep Hyken

NOVEMBER 25, 2022

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. Effective customer service should contribute to a positive relationship between the organization and the customer.

Customer Service 74

Customer Service E-commerce Customer Relationship Customer Loyalty 74

Beyond Philosophy

NOVEMBER 19, 2022

Claire Hillman, a loyal listener, a subscriber to our NL, Why Customers Buy , and viewer of our podcast on our new YouTube Channel is in a pickle and needs our help. She asks, Should I move to where my customers are or move them to where I want to be? Now, our first reaction was to tell Claire that she should absolutely meet customers where they are.

Management Consulting 60

Management Consulting Customer Experience CX 60

Advertisement

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

CX

Customer Think

NOVEMBER 22, 2022

The summer of 2022 saw upheaval in the domestic live commerce space. After TikTok abandoned or delayed its livestream commerce plans in the U.S. and Europe in July, Facebook dropped plans to roll out livestream shopping. Then, in early September, Instagram issued an internal memo stating that the company’s Shopping page will be going away […].

111

111

cxservice360

NOVEMBER 24, 2022

It can be difficult to watch a loved one or customer struggle with a disability. You may feel helpless, not knowing how to help them or make their life easier. However, there are ways you can support these individuals and help them live a full, happy life. Here are 5 ways you can support your. Read more. The post How To Support Customers and Loved Ones With Disabilities appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 59

Customer Service 59

Shep Hyken

NOVEMBER 23, 2022

Creating customer amazement is a foundational concept I cover in almost every one of my customer service keynote speeches. I’ve always preached that to amaze customers, we must simply be better than average all the time. While I’ve thought a lot about this over the years, lately I have been trying to make it even simpler for people to understand. To do that, you must understand the three ways you can be amazing for your customers, including your internal customers, who are the people you work wi

Customer Expectations 69

Customer Expectations Customer Service Customer Experience 69

Provide Support

NOVEMBER 22, 2022

The post Customer service metrics worth your attention appeared first on Provide Support Blog.

Customer Service 84

Customer Service 84

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Retail

Customer Think

NOVEMBER 22, 2022

These days brands are using negative feedback loops as well as positive feedback loops so as to effectively manage customer relationships. By implementing positive and negative feedback loops, businesses can focus on issues and find bits of knowledge that will help them to develop strategies and find solutions to improve their processes, products and services. […].

Customer Relationship 105

Customer Relationship 105

CX Network

NOVEMBER 21, 2022

CX Network assess new figures that demonstrate the link between a brand’s purpose, authenticity and success among consumers.

Sales 75

Sales CX 75

MyCustomer Experience

NOVEMBER 22, 2022

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 23rd Nov 2022. By Rhys Fisher Staff Writer.

CX 52

CX Customer Experience 52

SurveySensum

NOVEMBER 25, 2022

How would you feel if the customer support agent picked up your call and helped you instantly to resolve your issue? . You’ll be glad, right? Every customer wants their issues to get resolved quickly. That’s where CES comes into the picture. CES (customer effort score) is a customer experience metric that gauges the effort put in by the customer to get an issue resolved or perform a task.

Customer Journey Map 52

Customer Journey Map Start-ups NPS Customer Retention 52

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

CX