Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.

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Customer Service Start-ups 199

Callminer

AUGUST 8, 2023

While customer service is important, experience management can create long-lasting, positive experiences that keep customers returning and workers productive.

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Customer Service 182

Adrian Swinscoe

AUGUST 10, 2023

Today’s interview is a bit different as it features two, separate interviews in one episode. It’s a two-fer! These interviews were conducted on a recent trip […] The post New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right – Interview with James Dodkins and Tara DeZao of Pega first appeared on Adrian Swinscoe.

AI 190

AI 190

eglobalis

AUGUST 8, 2023

How AI and GenAI is shaking the status quo in CX for your eyes only The post How AI and GenAI is shaking the status quo in CX for your eyes only appeared first on Eglobalis.

AI 104

AI CX Customer Relationship Innovation 104

Speaker: Jason Cottrell

Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.

Technology

Customer Think

AUGUST 9, 2023

There’s an old adage in customer experience. Where B2C goes, B2B follows. But, the distinction between the two is fading. CX is everywhere. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe.

B2B 98

B2B B2C CX Customer Experience 98

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. By understanding the key insights hidden within your survey data, you can address specific customer concerns, tailor your products and services to meet their needs and stay ahead of the competition.

Customer Feedback 83

Customer Feedback VOC Net Promoter Score NPS 83

Intercom

AUGUST 10, 2023

We think of innovation as something that happens behind closed doors, but what would you be able to unlock if customers felt they were part of the creative process? Today, most innovative solutions arise from the collective efforts of multidisciplinary teams, with each member bringing their unique strengths to the table. And when it comes to innovation in customer service, who knows about customer needs and hopes better than the customers themselves?

Customer Journey Map 96

Customer Journey Map Innovation Start-ups AI 96

Customer Think

AUGUST 10, 2023

In today’s digital age, businesses are confronted with the daunting task of accomplishing more with limited resources, as the cost of living continues to soar and competition reaches unprecedented levels. However, amidst these challenges, Lean Marketing emerges as a strategic approach that holds the key to success.

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ECXO

AUGUST 9, 2023

This article was originally posted at [link]. Professional services (PS) and consulting is critical to client experience. But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar.

Touchpoint 94

Touchpoint CX Innovation Start-ups 94

Beyond Philosophy

AUGUST 10, 2023

Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. So, Damien wants to know why there is a discrepancy. The problem here is perception. The internal perception is shipping is going great, but the customers’ perception isn’t.

Education 78

Education Customer Survey Sales 78

Speaker: Loreal Lynch, 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.

Customer Loyalty

The DiJulius Group

AUGUST 7, 2023

Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. With customer expectations at record high levels, it’s essential to know the causes and. Read Full Article The post What is Poor Customer Service Costing You And How Can A Consulting Firm Help?

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Customer Service Customer Expectations Customer Experience 90

CX Network

AUGUST 7, 2023

From content creation to predictive CX, Cisco’s Andrew Carothers explains how generative AI is taking CX by storm

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AI Customer Experience CX 98

Customer Think

AUGUST 9, 2023

Customer service undeniably serves as the heartbeat of any successful business. In an increasingly competitive marketplace, finding innovative ways to enhance customer interaction is paramount. Numerous strategies abound, from streamlining communication channels to personalizing user experiences. Yet, one often overlooked approach holds immense potential – the art of storytelling.

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Customer Service Innovation 98

Beyond Philosophy

AUGUST 5, 2023

We have all been there. We think we did something great, and we look forward to getting the feedback that tells us so. Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. It’s a matter of perception and understanding this concept can help avoid this mismatch in the future. One of our listeners, Damien, found himself in this pickle recently.

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Customer Experience Customer Survey 78

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CallCare

AUGUST 11, 2023

From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. These times of financial uncertainty not only put pressure on individuals, but can also challenge the resolve of even the most resilient of businesses and organisations. With almost two-thirds of chief economists believing a global recession is likely in 2023 , the business world is once again bracing itself for another period of turmoil and looking for innovat

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Customer Service Non-Profits Invoicing Innovation 52

CX Network

AUGUST 7, 2023

From nobody’s job to everybody’s job, Jeannie Walters shares her six tips for improving CX

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CX 96

Customer Think

AUGUST 11, 2023

Stefan Michel of IMD gave an example of using carbon credits to pay for expensive LifeStraws that purified water (in HBR, October 2014). Carbon credits came from not having to boil water using petrol or wood fires.

Innovation 52

Innovation Customer Loyalty 52

Zendesk

AUGUST 10, 2023

High-stakes negotiations can be challenging for even the most seasoned executive. That’s something Wema Hoover —a veteran of Google, Pfizer, Sanofi, and Bristol-Myers Squibb—knows intimately. As a speaker and consultant, her mission is to “help people see and believe in a life without limit.” The internationally recognized DE&I leader recently spoke during Zendesk’s Women in Leadership event on “ Debunking negotiation myths ,” sharing her insights for being an effective negotiator in today’

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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

NGDATA

AUGUST 10, 2023

The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.

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SurveySensum

AUGUST 10, 2023

Violet is a tech wizard who just got her hands on a new smart home system. She search the company’s website hoping to find some quick help on how to set things up. But hold up – the support section looks like a maze. After a frustrating search, you finally decide to reach out to customer support. When you finally connect with an agent, they seem as clueless as you are about the issue you’re facing.

Customer Loyalty 52

Customer Loyalty Close the Loop Engineering Touchpoint 52

Customer Think

AUGUST 11, 2023

I’ve floated the idea of an Inverse Conway’s Law in previous posts before, but only in passing. So today I want to fully describe the concept, because I believe it is a useful way to understand some of the current challenges in martech — and why it may drive a major shift in marketing software in the AI Era. Conway’s Law (broad interpretation) To understand Inverse Conway’s Law, you first need to understand Conway’s Law. … Conway’s Law vs.

AI 52

AI Technology Technology 52

Zendesk

AUGUST 10, 2023

Creating your own business isn’t for the faint of heart. Just ask Elliot Shmukler, co-founder of Anomalo and former Chief Growth Officer at Instacart. In his first year developing Anomalo, Shmukler truly believed in the product, but customers didn’t necessarily feel the same way. “The first version of our product didn’t work,” Shmukler shares. “As we were going to our network and had various companies try it, we could see it wasn’t working.

Machine Learning 52

Machine Learning Customer Retention Start-ups Customer Feedback 52

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

NGDATA

AUGUST 10, 2023

The CDP Institute solidifies NGDATA’s role as a trusted vendor in the CDP market with a wide range of capabilities. For the fourth year, NGDATA has received the RealCDP certification. In 2020, NGDATA’s Intelligent Engagement Platform was the first CDP vendor in the world to receive the RealCDP recognition. This certification identifies CDPs with a five-point checklist of features needed to provide.

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SixteenVentures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?” But perhaps we’re addressing this from […] The post Aligning Customer Success and Sales: Bridging the Great Divide appeared first on Customer-centric Growth by L

Sales 52

Sales 52

Customer Think

AUGUST 11, 2023

Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?

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CX Customer Experience 52

CommBox

AUGUST 9, 2023

“Sorry, our agents are currently unavailable” is an all-too-familiar message that no customer wants to hear. Unfortunately it is one that customers often encounter when trying to connect with a business outside of ‘regular’ business hours, such as on weekends or holidays. In today’s fast-paced world where customers demand round-the-clock service, this scenario lowers overall customer satisfaction.

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Omnichannel AI CRM Customer Satisfaction 52

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

Logicalware

AUGUST 9, 2023

For the last few years, AI has been a hot topic, no matter your industry or business goals. And it’s no wonder, considering that clever AI deployment can help organisations power intelligent customer experiences, automation and optimisation, revolutionising their ability to deliver timely and relevant customer experiences. At Puzzel, we have long believed in the transformative power of AI and have invested in cutting-edge AI technologies since day one.

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Innovation AI Customer Experience Case Management 52

SurveySensum

AUGUST 9, 2023

Welcome to the world of B2B SaaS, where your product’s success depends on keeping your customers happy. Think about this: How well do you really know what your customers want and need? Imagine this: Your customers take charge and start using your product. They sign up, learn how it works, and even reach out for help – all on their own. It’s like a dance of freedom where your product meets their expectations.

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B2B Start-ups Customer Satisfaction Customer Relationship 52

Customer Think

AUGUST 10, 2023

When Instagram garnered a million users in two and a half months – more than three times faster than Facebook – technology pundits were astonished. With the launch of ChatGPT, jaws hit the floor as the tool hit that mark in just five days.

Technology 52

Technology Technology CX Customer Experience 52

SixteenVentures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?” But perhaps we’re addressing this from […] The post Aligning Customer Success and Sales: Bridging the Great Divide appeared first on Customer-centric Growth by L

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Sales 52

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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

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