Customer Think
JULY 27, 2024
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term “The Golden Rules of CX.” Golden rules represent essential guidelines crucial for achieving success either broadly or within a specific endeavor. This is the first of a three-part series on nine golden rules for CX Success.
eglobalis
JULY 31, 2024
Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time.
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ECXO
JULY 29, 2024
Designing and Rolling Out a Global Customer Experience Strategy Introduction Delivering exceptional customer experience (CX) is essential for any successful business. A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.
Callminer
AUGUST 1, 2024
Learn how healthcare providers increasingly rely on AI to improve patient experience, enhancing service quality, combating workforce shortages and meeting regulatory demands.
Speaker: Joe Wroblewski, Sales Engineer Manager
Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te
Retently
AUGUST 1, 2024
In The Lean Startup , Eric Ries describes the four ways customers drive sustainable growth for businesses. The first is word-of-mouth through recommendations and referrals. When people get value from your product, they’re likely to talk about it. The second is due to the product itself. A product like a MacBook, with its glowing Apple logo, is a constant advertisement.
Adrian Swinscoe
JULY 31, 2024
I was thinking about expectations the other day and it reminded me of something that I wrote in How To Wow, so I thought I’d share […] The post Make promises, keep them but you don’t have to beat them first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
JULY 29, 2024
Learn about new call center technologies and strategies that continue to evolve, and their impact on how customers get the help they need and how agents interact with customers.
Customer Think
JULY 30, 2024
In the wake of recent large-scale IT outages, including those affecting CrowdStrike, the importance of maintaining active customer feedback programs during crises has become starkly evident. While the chaos of such events presents significant challenges, it also offers crucial lessons on the value of real-time customer insights, empathetic communication, and continuous engagement.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […] The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.
Experience Investigators
JULY 30, 2024
Want to turn your organization into a customer experience powerhouse? Join us on Experience Action as we unpack the secrets to making CX a top priority. Jeannie Walters shares her expert strategies, helping CX change agents like Sue to get their leadership teams genuinely invested in delivering exceptional customer experiences. From crafting a compelling CX mission statement to using storytelling to convey customer feedback, get actionable advice that will help transform you into an effective CX
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Totango
JULY 31, 2024
“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.
Customer Think
JULY 27, 2024
Customer satisfaction during the holiday season relies heavily on the speed and efficiency of your order fulfillment. Warehouse operations play a pivotal role in this process. To prepare your ecommerce business for your best holiday season yet, analyze the following fulfillment and warehouse metrics.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.
The DiJulius Group
AUGUST 2, 2024
Customer Experience is at an All-Time Low – I don’t think this is shocking to anyone today. According to Forrester’s US Customer Experience Index (CX Index™) rankings report, CX quality among brands in the US has plummeted to an all-time low, marking a decline for the third consecutive year. Only 3% of companies are now. Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditch
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Zonka Feedback
JULY 30, 2024
Your customers hold the key to your business’s future. A single negative interaction can unravel months of hard work while a loyal customer can be your most valuable asset. That’s why understanding and improving your Net Promoter Score is crucial.
Customer Think
JULY 30, 2024
Customer relationships are the cornerstone of success. Managing the relationships effectively can make or break a company. This is where Customer Relationship Management (CRM) systems come into play. A CRM is a web based software that streamlines your interactions with customers, automates processes, and provides valuable insights.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […] The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.
The DiJulius Group
JULY 28, 2024
*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Execs In The Know
AUGUST 1, 2024
Prepare to unleash your competitive spirit at our highly anticipated Swing Against Stigma Charity Pickleball Tournament during the Customer Response Summit (CRS) on Monday, September 23, 2024. Whether you’re a seasoned player or a complete novice, this event guarantees a day filled with fun, friendly competition, and meaningful connections. Not only will you be engaging in a thrilling game of pickleball, but your participation will also support a noble cause.
Beyond Philosophy
AUGUST 2, 2024
Colin has a bone to pick. No, it’s not with cable providers this time. It’s with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers’ efforts, lack of collaboration, excessive use of jargon, and poor time management.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.
The DiJulius Group
JULY 28, 2024
*The following excerpt about tearing down silos, is from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth Tearing Down Silos and Creating World-Class Teamwork Picture yourself in this situation: You are not feeling well, your chest is feeling tight and knotted, and your breathing feels off.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Bill Quiseng
JULY 31, 2024
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, this week, I encourage you to remind yourself and your colleagues of this: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable best price, product, or service.
Smart Customer Service
JULY 27, 2024
Generative, conversational, predictive, and multimodal are among the AI flavors.
Adrian Swinscoe
JULY 27, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
Customer Think
AUGUST 1, 2024
Customer Experience Showdown: Unpacking Why the USA Leads Over Europe, the UK, and the Rest of the World Article source: [link] Introduction Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Retently
AUGUST 2, 2024
When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. Including these customers might skew results negatively, while omitting them means missing essential insights that could help you improve.
Beyond Philosophy
AUGUST 1, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: On the podcast, we have been doing a Masterclass Series based on the principle that there is never one thing happening in a Customer Experience. Multiple things are happening, particularly from a behavioral science perspective.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Emma Springham, Chief Marketing Officer at TSB, a British retail and commercial bank. I met Emma at Adobe’s Global Summit in Las […] The post Personalisation and the pink elephant in the room – Interview with Emma Springham of TSB first appeared on Adrian Swinscoe.
Customer Think
AUGUST 1, 2024
One of the most profound developments in B2B marketing of the past two decades has been the emergence of empowered and independent buyers. When I launched this blog in 2010, my second post was about “The Age of the Self-Directed Buyer.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
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