ECXO

OCTOBER 5, 2023

Customer Surveys are Dead! Learn how AI will replace them. The European Customer Experience Organization the ECXO.org is delighted to introduce our upcoming event: – ”Customer Surveys are Dead!” Gain invaluable insights into how AI is poised to revolutionize feedback mechanisms, led by industry top expert Maurice FitzGerald. Subscribe now on LinkedIn: [link] Looking for more hands-on sessions and practical tools?

Customer Survey 124

Customer Survey AI Net Promoter Score NPS 124

Adrian Swinscoe

OCTOBER 6, 2023

This is a guest post by Grace Anderson, senior HR business partner at Kura. Data shows that 76% of customers would happily move to a different […] The post 5 Ways your business diversity is improving the customer experience first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

eglobalis

OCTOBER 3, 2023

How complexities prevent and improve employee and customer experience The post How complexities prevent and improve employee and customer experience appeared first on Eglobalis.

Customer Experience 117

Customer Experience Artificial Intelligence CXM Contact Center 117

SixteenVentures

OCTOBER 6, 2023

Customer Success teams continually strive to advocate for their significance, often finding themselves undervalued by other departments. Heads of Customer Success are no strangers to this feeling, and while the importance of their roles is crystal clear to them, they sometimes feel isolated in this perspective. This sentiment isn’t a reflection of their desire to […] The post Every Department Must Recognize the Value of Customer Success appeared first on Customer-centric Growth by Li

Sales 110

Sales 110

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

The DiJulius Group

OCTOBER 2, 2023

By John DiJulius and Dave Murray “When your company says you want your employees to be leaders, what that really means is that you want their emotional commitment to your vision. A leader’s emotional commitment is about taking on the company success as a personal crusade.” – Stan Slap When entrepreneurs start a company, they. Read Full Article The post How To Identify Talent: 7 Key Traits That Set Emerging Leaders Apart appeared first on The DiJulius Group.

Customer Experience 100

Customer Experience 100

Adrian Swinscoe

OCTOBER 3, 2023

Today’s interview is with Walter Flaat, dentsu Canada’s Chief Data Officer. We talk about a new whitepaper that they’ve just published on the Attention Economy, what […] The post When we talk about attention, we’re actually talking about engagement – Interview with Walter Flaat of dentsu Canada first appeared on Adrian Swinscoe.

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Beyond Philosophy

SEPTEMBER 30, 2023

Sometimes it’s a “processing” fee. Sometimes it’s called an “admin” fee. We have even seen it labeled “convenience fee,” a refreshingly candid explanation for it. However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience.

Customer Experience 78

Customer Experience 78

Zendesk

OCTOBER 2, 2023

This year marks the 20th anniversary of Cybersecurity Awareness Month. A lot has happened since government and industry first came together to raise awareness about cybersecurity. Significant advances in technology gave us more powerful threat defenses. General knowledge about cybersecurity also improved (though there’s always more to learn), and businesses are better educated about how to protect themselves.

Engineering 87

Engineering Construction Government Start-ups 87

Customer Think

OCTOBER 3, 2023

Did you know that companies that get personalization right earn 40 percent more revenue from those activities than average players? In fact, among industries in the US, transitioning to top-quartile performance in personalization would lead to more than one trillion dollars in value, according to McKinsey & Company.

Customer Loyalty 78

Customer Loyalty Customer Experience 78

The DiJulius Group

OCTOBER 4, 2023

Among The DiJulius Group’s consulting clients is Standard Aero, one of the world’s largest independent maintenance, repair, and overhaul providers for business aviation, commercial aviation, military, and industrial power customers. Like a growing number of organizations, it has a Customer Advisory Board (CAB). I had the good fortune of recently speaking at Standard Aero’s annual.

Innovation 76

Innovation Voice of the Customer Customer Satisfaction Customer Experience 76

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

Qmatic

OCTOBER 4, 2023

The stream of patients is always dynamic in hospitals, outpatient clinics, and laboratory testing facilities, increasing the importance of actively working with patient flow management. The volume of patient visits may fluctuate drastically and be highly unexpected, for example, in emergency rooms, while in other areas, it may be more balanced and anticipated, like at a dermatology clinic or dental office.

Hospitality 74

Hospitality Hospitality 74

Zendesk

OCTOBER 2, 2023

IT leaders have been responsible for keeping systems up to date and managing security issues. With the last few years framed by both economic volatility and rapid changes in technology – namely in advancements in AI – priorities are shifting. Half of IT leaders we surveyed say that they’re being asked to do more with fewer resources. While digital transformation and systems integration are a constant, customer and employee experience, AI and data security top of mind for IT leaders.

AI 76

AI CX Compliance Technology 76

Customer Think

OCTOBER 1, 2023

When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and deliver a seamless omnichannel experience but also to orchestrate journeys, you’ve reached a high level of VOC maturity. To that every brand should say, “#Goals!

Voice of the Customer 76

Voice of the Customer VOC Omnichannel Customer Feedback 76

Help Scout

OCTOBER 3, 2023

Generative AI can be an incredibly powerful tool when implemented and used correctly. Here are four benefits of using AI in your customer service experience, as well as advice on how to do so responsibly.

AI 80

AI Customer Service 80

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The Customer Service Blog

OCTOBER 2, 2023

Welcome to National Customer Service Week (NCSW). This year, NCSW runs from Monday 2nd to Friday 6th October 2023, and it presents the opportunity for businesses and other organisations to celebrate customer service with a series of themes and prepared activities for each day, in addition to some helpful resources. For anyone running their own business, National Customer Service Week is a great opportunity to recognise and celebrate excellence in customer service, and to give recognition to your

Customer Service 72

Customer Service AI 72

DMG Consulting

OCTOBER 2, 2023

Are phone calls going away? Donna Fluss discusses a frequent question she receives about whether or not phone calls will be a thing of the past. The post Are phone calls going away? appeared first on DMG Consulting.

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Customer Think

OCTOBER 1, 2023

If you’ve worked in the customer support industry you can relate. I remember the first time it happened to me. My day was going smoothly until I got the dreaded email—the one that has cascaded its way through the organization and landed in my inbox to resolve.

Technology 80

Technology Technology 80

Zendesk

OCTOBER 2, 2023

After Squarespace launched in 2004, its sole employee for several years was founder Anthony Casalena, who steadily built up his website building business by maintaining an intense focus on customer satisfaction and feedback. Now, almost two decades later, the publicly-traded company continues to place great importance on customer feedback. Raphael Fontes , senior vice president of customer operations at Squarespace, joined Conversations with Zendesk podcast host Nicole Saunders recently to expla

Customer Feedback 64

Customer Feedback Customer Satisfaction AI 64

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

MyCustomer Experience

OCTOBER 4, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

CX 72

CX Customer Experience 72

Zonka Feedback

OCTOBER 3, 2023

Businesses seeking to gather usable data from their target audience would be best served by using surveys. That said, crafting an effective survey is more of an art than a science.

Customer Feedback 59

Customer Feedback 59

Customer Think

OCTOBER 1, 2023

Marketing teams today face a data paradox. Customer data constantly pours in from websites, social media, email campaigns, online ads and countless other channels. This goldmine of information — especially first-party data — holds immense potential to provide insights and guide marketing strategy and tactics.

Social Media 104

Social Media Technology Technology 104

Fonolo

OCTOBER 5, 2023

2023 was all about chatbots. ChatGPT stole most of the headlines, but as companies across the planet worked hard to get their bots chatting, many questions started to bubble to the surface. FREE WEBINAR: Is Your Chatbot Really Just an IVR? Join us Oct. 25, 2pm ET/11am PT for a live 30-min webinar. Save your seat! With their narrow conversation flows and questions that often don’t lead to an answer – or an agent – chatbots don’t always seem all that revolutionary.

Artificial Intelligence 57

Artificial Intelligence Machine Learning Contact Center AI 57

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

DMG Consulting

OCTOBER 6, 2023

Generative AI for the Service World DMG defines Generative AI as “a type of artificial intelligence that leverages deep-learning algorithms to produce new content (e.g., text, images, computer code, workflows, models, audio/music, and more). These models use neural networks to find the patterns and structure in the data and apply it to generate original content which is intended to appear as if it has been created by a human being.

AI 59

AI Contact Center Artificial Intelligence Omnichannel 59

Zonka Feedback

OCTOBER 5, 2023

Collecting customer feedback helps businesses get a complete picture of their customer journey. However, it is only through proper measuring and analysis of the feedback that businesses get a better understanding of their customer's needs, anticipate trends, and deliver on their expectations to close the feedback loop. And that's where feedback management software comes into the picture.

Customer Feedback 59

Customer Feedback 59

Customer Think

OCTOBER 3, 2023

Today’s world has become accustomed to everything being just one click away – including customer service. Customers are no longer used to waiting around for anything and can seek assistance through one of the many smart devices available on the market to cut back on time they think may be wasted waiting.

Customer Service 73

Customer Service Technology Technology 73

CX Network

OCTOBER 4, 2023

Andrew Kokes covers the best practice that needs to be considered to avoid making detrimental mistakes with generative AI

AI 67

AI CX 67

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

DMG Consulting

OCTOBER 2, 2023

MEDIA ALERT DMG Consulting Releases Special Edition Report – Generative AI: A New Paradigm for Contact Centers and Customer Service Use cases, advantages, risks, what’s real, and what’s next Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services What: Releases Special Edition Report, Generative AI: A New Paradigm for Contact Centers and Customer Service When: Today, 27 September 2023 Where: Available at the DM

Contact Center 59

Contact Center AI Customer Service Outlook 59

Zonka Feedback

OCTOBER 4, 2023

The success of your business largely depends on understanding intricate patterns of consumer behavior and industry trends. Conducting market research can help to discover both big and small details about the market and make data-driven decisions. It allows you to make smart decisions by understanding things that others might overlook.

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Customer Think

OCTOBER 3, 2023

When your customers promote the solutions you offer on your behalf and recommend them to others, it becomes easier for you to generate traction and capture quality leads. Around 90% of people prefer user-generated content, such as customer reviews, over other forms of promotion.

Customer Loyalty 73

Customer Loyalty 73

Zendesk

OCTOBER 6, 2023

Travelers are on the move again, and their expectations are almost as high (maybe even higher) as cruising altitude. And it can be a challenge to provide seamless customer service within the massive ecosystem of customers, airlines, ground transportation, hotels, tour operators, travel agencies, and more. Download this ebook to learn more about: Delivering personalized customer experiences by responsibly using customer data.

Transportation 52

Transportation Hospitality Hospitality Customer Service 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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