Lumoa
NOVEMBER 2, 2022
Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. In this live panel discussion, experts in the field discussed the challenges telcos are facing, the importance of integrating a CX Strategy into a business, and more. This blog will share some of the highlights of the webinar.
Callminer
NOVEMBER 2, 2022
As artificial intelligence becomes more advanced and accessible, it is essential to employ both human service and automation in the contact center. Read on for steps to balance your CX approach.
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Adrian Swinscoe
OCTOBER 31, 2022
This is a guest post by a Graeme Meikle, a Senior WFM Consultant and Project Manager for Calabrio. Despite a rise in digital interactions, the phone […]. The post UK consumers say it’s good to talk but are contact centres really listening? first appeared on Adrian Swinscoe.
Inside Customer Service
NOVEMBER 3, 2022
The original Shake Shack location is in New York City's Madison Square Park. The first time I visited, Al Roker was there. Roker was handing out samples of his new Roker Burger. It was a special burger he created with Shake Shack to raise money for No Kid Hungry , a nonprofit dedicated to ending childhood hunger. A Today Show crew was there to film the segment.
Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium
Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.
eglobalis
OCTOBER 29, 2022
The Best Customer Experience books 2002 list, Data and Design Readings of 2022, CX, experience design, cx strategy. The post The Best Customer Experience, Data and Design Books of 2022 appeared first on Eglobalis.
Callminer
OCTOBER 31, 2022
Read this blog for seven tips and best practices for improving CX in the contact center.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Shep Hyken
NOVEMBER 2, 2022
An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.
Intercom
NOVEMBER 3, 2022
Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. As a result, there usually comes an inflection point in the growth journey where the internal orchestration of tasks starts to feel a little out of sorts.
Beyond Philosophy
OCTOBER 29, 2022
Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something. So, why does fear motivate us so much? Safety is an important value for all of us.
Zendesk
NOVEMBER 3, 2022
With unemployment at a near 50-year low, many American companies have struggled to find highly skilled workers. Finding—and keeping—talent is an ongoing challenge for many businesses. And with the number of Americans who quit their jobs at a 20-year high, companies are increasingly relying on independent contractors from across the globe. Upwork is the world’s largest work marketplace where companies can find independent talent to grow their businesses, and independent talent can find work to gr
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
The DiJulius Group
OCTOBER 31, 2022
We had been consulting with one of the largest accounting firms in the world, guiding them in building a stronger client experience model. About a year into the CX project, there was still a small percentage of the accountants, including partners, who had not totally bought in. At one of our regional workshops, one of. Read Full Article. The post Going from Greg to Benny: Building a Stronger Client Experience Model appeared first on The DiJulius Group.
Lumoa
NOVEMBER 3, 2022
Lumoa Product News for November 2022 Conversational Analytics now ignores “junk” Did you know you can put entire conversations into Lumoa, such as those that happen in support emails, chat threads, or phone calls? Then, Lumoa can analyze that conversation to give you key highlights: Deep issue analysis – Lumoa can tell you what the most common issue is among all conversations Advanced AI – Lumoa will ignore non relevant parts of the conversation, such as “hell
Comm100
NOVEMBER 2, 2022
Chatbots have steadily grown in popularity to become a key component of customer service today. With an AI chatbot in place, organizations can resolve as much as 91% of chats without involving a human agent. With a bot handling most chats, this means organizations can increase support capacity without growing team size, while also delivering 4/7 availability to their customers.
Zonka Feedback
NOVEMBER 2, 2022
The effectiveness and value of your product or service in the marketplace are defined by the kind of experience you are giving to your customers. That’s why good Customer Service is key to a successful business. No matter how good of a product or service you offer, one bad customer experience could mean losing them forever.
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?
Shep Hyken
NOVEMBER 1, 2022
Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.
Zendesk
OCTOBER 31, 2022
Multilingual support is a must when serving an international customer base: 75 percent of consumers from 29 countries say they’re more likely to purchase from the same brand again if customer care is in their language. That’s not only important for CX in general, but especially so in times when companies are tightening their belts and focusing on customer retention over acquisition: After all, wowing your existing customer base is 5x cheaper than acquiring new customers.
Fonolo
NOVEMBER 1, 2022
Working in a call center can be extremely rewarding, especially for those who enjoy customer service and sales. But it’s up to management to promote call center motivation and create a work environment where their agents can gain a sense of satisfaction from their work. It’s easy to say, “I’ll just hire someone who is self-motivated.” But even agents with strong work ethics are susceptible to burnout over time.
Zonka Feedback
NOVEMBER 1, 2022
There has been a massive shift in the way Customer Service functions in this day and age. For organizations, it’s not just about providing support to the customers and serving them in general but it is about retaining them for a long period of time and ensuring that they remain loyal. Why? Well, it’s no hidden fact that it is 5 times more expensive to get new customers than to retain existing ones.
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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
Beyond Philosophy
NOVEMBER 3, 2022
Fear is a powerful motivator for what we do. It is also a powerful tool for marketing. So, with Halloween coming up, we decided we would dive deeper into why this is and why it works to get people to do things. Some of the reasons might, well, scare you. Okay, they probably won’t scare you but will surprise you. See, we were tricking you. Wasn’t that a treat?
Zendesk
OCTOBER 31, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Shopify Premium for Zendesk. Shopify Premium for Zendesk (Support) is the powerhouse app retailers have been waiting for, loaded with industry-leading tools to turn your customer service team into SuperAgents. Allow agents to instantly view customers’ order history as soon as they open a ticket.
CSAT.AI
NOVEMBER 2, 2022
Times, they are always a-changing. No longer silently taking poor treatment, employees and customers pushed back: employees via the Great Resignation, and customers with changing brand loyalty. Inflation in the US is at a decade high on the heels of two challenging years. These events inspired a shift in key CX and EX KPI trends as companies struggle to manage shifting expectations on both sides.
Zonka Feedback
NOVEMBER 3, 2022
Employee feedback has the ability to strengthen the bond between you and your team when given thoughtfully and sympathetically. But I assume you already know that since you're looking for " positive feedback examples.".
Speaker: Jennifer Hileman - Director, Retail Data & Technology at Orium, and Zach Ettelman - Solutions Partner Team in North America at Talon.One
Elevate your retail game by unleashing the power of customer loyalty! The holidays are the perfect time to redefine and reimagine your retail strategy, as modern customers are being re-engaged through creative retention tactics. Discover how the combination of loyalty management and MACH technology can revolutionize your retail strategy, ensuring sustained customer success through the holiday rush, into the new year, and beyond.
Doing CX Right
OCTOBER 30, 2022
Author & 5 Time Chief Customer Experience Officer, Jeanne Bliss, explains how to be an unforgettable brand that customers continue to buy from and rave about to others. The post Becoming an Unforgettable Customer-Centric Company appeared first on Doing CX Right.
ClientSuccess
NOVEMBER 2, 2022
Over the years, customer success manager roles have expanded to include many different responsibilities. Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. But customer satisfaction is another side to the CSM role that has become increasingly important over the last few years.
Totango
NOVEMBER 3, 2022
In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? . That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.
PeopleMetrics
NOVEMBER 1, 2022
Customers evaluate the businesses they interact with everyday on a variety of factors, including price, quality, and the overall customer experience. Creating a positive customer experience (CX) is for all types of businesses, including essential services like banking. Picture this: a customer who just bought a new high-end phone might get annoyed navigating a website they feel has a poor online shopping experience.
Speaker: Steve Pappas
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Intercom
NOVEMBER 2, 2022
In 2022, there are countless ways to reach your customers. . Despite all of these leaps forward, email remains a constant in customer communications. Almost all businesses still use email to acquire, engage, and support their customers – but a simple email is no longer enough. As the number of emails landing in customer inboxes grows, so do customer expectations. .
Shep Hyken
NOVEMBER 4, 2022
This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier.
MyCustomer Experience
NOVEMBER 1, 2022
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 2nd Nov 2022. By Rhys Fisher Staff Writer.
Zendesk
NOVEMBER 3, 2022
Even the highest-performing service organizations need to know where they stand among their competitors and how they can continue raising the bar to retain their status as leaders. You can find answers in the 2022 CX Accelerator report , where CX organizations are categorized according to our CX maturity model scale and rank as Starters , Emergers , Risers , and CX Champions.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
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