Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Some firms are. To be counted among them requires preparation. Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Since I thought many of you were facing the same projects, this newsletter issue will explore what he said.

AI 89

AI Predictive Analytics Customer Acquisition Technology 89

Adrian Swinscoe

SEPTEMBER 10, 2023

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed […] The post Recent research suggests that something has to change in the contact center space first appeared on Adrian Swinscoe.

Contact Center 246

Contact Center Customer Experience 246

Inside Customer Service

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. The story became a legend. You need legendary stories of your own if you want to deliver legendary customer service. This guide will show you three things: What makes a great customer service story.

Start-ups 227

Start-ups Customer Service Customer Survey Customer Feedback 227

eglobalis

SEPTEMBER 12, 2023

What's next in VoC as traditional customer surveys fade from our memories? The end of surveys! The post What’s next in VoC as traditional customer surveys fade from our memories? appeared first on Eglobalis.

VOC 121

VOC Customer Survey Artificial Intelligence AI 121

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

SEPTEMBER 10, 2023

Why One-on-one Meetings Can’t Be Optional Typically, when we are consulting with an organization, two things are happening when it comes to private discussions with direct reports, illustrating why employee one-on-one meetings matter: They are not happening at all. They are not happening well. Meetings Not Happening at All Organizations need to help their leaders.

Customer Experience 98

Customer Experience 98

C3Centricity

SEPTEMBER 12, 2023

In the ever-changing landscape of business today, one factor remains timeless and invaluable: building customer trust and loyalty. Trust and loyalty are […] The post Building Customer Trust and Loyalty: The Foundation of Successful Businesses first appeared on c3centricity.

90

90

Qmatic

SEPTEMBER 13, 2023

How can companies improve the digital customer experience? Events in recent times have shown service providers the importance of not only embracing but also adapting and innovating digital solutions to optimize their services and stay ahead in the game. As many have started to offer digital solutions, improving the digital customer experience has become one of the main priorities for service providers.

Customer Experience 91

Customer Experience Omnichannel Gaming Innovation 91

Beyond Philosophy

SEPTEMBER 9, 2023

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next competitive battleground for organizations will be predictive experiences, or experiences that anticipate customers’ needs. The ability to make these predictions is AI-driven.

AI 78

AI Customer Experience Artificial Intelligence Innovation 78

CX Network

SEPTEMBER 12, 2023

How organizations across the APAC region are overcoming digital challenges to future-proof their CX strategies

CX 109

CX 109

Customer Think

SEPTEMBER 12, 2023

Rapid technological advancement and shifting consumer preferences have marked the last five years. Businesses now find themselves at a crossroads in the realm of customer service. Email has long stood as a stalwart among various communication channels, offering a reliable medium for customer-company interactions.

Customer Service 81

Customer Service Innovation AI Technology 81

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

cxservice360

SEPTEMBER 11, 2023

In the fast-paced world of modern business, providing exceptional customer support is no longer optional, it is a necessity. To excel in this critical aspect The post Optimizing Customer Service using FreshDesk Omnichannel appeared first on CXService360.

Omnichannel 80

Omnichannel Customer Service 80

The Squawk Point

SEPTEMBER 14, 2023

Isolate the Problem, Not the Person At the Portuguese Grand Prix in 1991 , Nigel Mansell, driving for the Williams-Renault team, was in first place as he pulled in for a pit stop. What should have been a slick sub-eight-second refuel and tyre change became a farce. As Mansell sped away from the pits, the wheel fell off , literally. People scurried out of the way to avoid being flattened by the tyre as it bounced along the pit lane into neighbouring crews.

Start-ups 72

Start-ups 72

CX Network

SEPTEMBER 12, 2023

How Coca-Cola, Expedia, Duolingo and more are using generative AI to boost customer engagement

AI 114

AI Customer Experience 114

Customer Think

SEPTEMBER 10, 2023

In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization. How does one overcome these challenges? Read on to find out. The post Five Ways to Solve Your Customer-Centricity Challenges appeared first on CX Journey™.

CX 81

CX Customer Experience 81

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The Customer Service Blog

SEPTEMBER 14, 2023

Although I live in Yorkshire, I’m a regular visitor to London, both for business and pleasure. One of my favourite eating places in London is an Italian pizza café close to the university where I did my Masters degree in Marketing and Innovation many years ago. This particular restaurant has very reasonable prices (and delicious pizzas) but one thing that really annoys me about the place is that they charge 40 pence for a little plastic pot of condiments.

Customer Loyalty 67

Customer Loyalty Social Media Customer Retention Start-ups 67

DMG Consulting

SEPTEMBER 15, 2023

Donna Fluss discusses why Interaction Analytics applications are mission critical Let’s dig into the two types of Interaction Analytics! The post Donna Fluss discusses why Interaction Analytics applications are mission critical appeared first on DMG Consulting.

62

62

Comm100

SEPTEMBER 12, 2023

At first glance, the latest enrollment figures paint a bleak picture. There are over 1.09 million less students in higher education today than there were 5 years. However, there are notable signs of improvement. Freshmen enrollment grew by 9.2% from spring 2022 to spring 2023 , on top of a 10.6% increase the previous year. Nonetheless, competition remains incredibly tough.

Education 63

Education Structured Data 63

Customer Think

SEPTEMBER 14, 2023

The probability of gain results in trust, while the probability of failure results in distrust. But between the two lies an element of uncertainty; something that every eCommerce customer experiences when placing online orders. This presents eCommerce websites with a very lucrative opportunity.

Customer Experience 78

Customer Experience 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

Zonka Feedback

SEPTEMBER 15, 2023

SaaS, short for software as a service, is a business model where a company develops a piece of software and takes full care of its maintenance, security, infrastructure, and updates. Customers, in turn, access the software by paying a recurring fee (typically monthly or annually).

Customer Feedback 59

Customer Feedback 59

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Intercom

SEPTEMBER 12, 2023

As the customer service space finds new and exciting ways to work with AI, the roles, responsibilities, and career paths that make up support teams are being reshaped. At Intercom, we firmly believe that AI will turn customer service into a more fulfilling, impactful, and opportunity-filled career. As our AI bot, Fin, begins to handle more of the repetitive queries that fill our team’s day, our CS reps have more time to focus on complex customer issues.

AI 59

AI Engineering Start-ups Customer Service 59

Customer Think

SEPTEMBER 12, 2023

It’s not been a great couple of months for customer experience. In the middle of June, Forrester released its US 2023 Customer Experience Index, which showed that brands’ CX Quality had fallen for the second consecutive year.

Contact Center 69

Contact Center CX Customer Experience 69

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

Zonka Feedback

SEPTEMBER 15, 2023

5-Star ratings surveys are one of the quickest ways of collecting customers' feedback and measuring their satisfaction with your products, services, and the overall business. It is a very common form of CSAT survey that many businesses use to gauge customers' experiences by simply asking them to rate their experience.

Customer Feedback 59

Customer Feedback Customer Experience 59

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights. Understanding Customer Satisfaction At its core, customer satisfaction is a reflection of how content and fulfilled your customers are with their experiences with your brand.

Customer Satisfaction 59

Customer Satisfaction Net Promoter Score NPS Customer Loyalty 59

MyCustomer Experience

SEPTEMBER 13, 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 69

CX Customer Experience 69

Customer Think

SEPTEMBER 10, 2023

Last week, I posted an article on the Impact of Relationship Building Challenges in Sales. The article explored what happens to salespeople who are skilled at selling, but aren’t very good at building relationships, as well as those who are great at building relationships, but aren’t very skilled at selling.

Sales 69

Sales 69

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

Zonka Feedback

SEPTEMBER 14, 2023

Cloudcherry, now known as Cisco Webex Experience Management, is a well-known name in the realm of customer experience management, specially designed for enterprises.

Customer Experience Management 59

Customer Experience Management Customer Experience 59

Win the Customer

SEPTEMBER 11, 2023

Delivering an exceptional customer experience (CX) isn’t just a nice-to-have—it’s a strategic imperative. However, in order to truly understand and improve the CX you’re offering, you need to measure it. This is where CX metrics for success come into play. In this blog post, we’ll delve into the crucial Key Performance Indicators (KPIs) that define CX success and show you how to leverage them for maximum impact.

Net Promoter Score 59

Net Promoter Score CX Customer Experience NPS 59

Help Scout

SEPTEMBER 12, 2023

AI won't replace teams that talk with customers every day, it'll make their jobs easier. Learn how Help Scout's newest AI feature can help teams write better, faster responses.

AI 60

AI 60

Customer Think

SEPTEMBER 11, 2023

The image above sits on my desk in my home office as a source of inspiration. It is a simple note from one of my favorite business authors, Jim Collins, responding to an unsolicited copy of our book, The Customer Culture Imperative.

Customer Loyalty 67

Customer Loyalty Customer Experience 67

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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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