Sat.Jan 27, 2024 - Fri.Feb 02, 2024

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Five Tips For Being Decisive

The Belding Group

It’s no accident that these are the people we turn to when whenever a decision needs to be made. The skill of being decisive creates respect and trust, and one of the core qualities that employers look for when hiring or promoting. It is also key component of being perceived as competent – which tells customers and colleagues that they can trust you.

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Navigating cultural variances in global marketing: Insights from around the world

Adrian Swinscoe

This is a guest post by David Beasley, director at Washington Direct Mail. According to a recent research by Equinix, 72% of global businesses are looking to […] The post Navigating cultural variances in global marketing: Insights from around the world first appeared on Adrian Swinscoe.

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24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)

Customer Think

CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM).

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Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences

Doing CX Right

Learn how to turn every customer experience mistake into a strategic opportunity that strengthens brand loyalty and human connections. The post Embracing Human Error: Turning Mistakes Into Meaningful Customer Experiences appeared first on Doing CX Right.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Explore the Unique Experiences That Await You at CRS Tucson

Execs In The Know

Customer Response Summit (CRS) returns in Tucson, Arizona, March 12-15, 2024. Join your fellow CX leaders and colleagues for a dynamic experience of learning, sharing, networking, and engagement. CRS is an event that promises to ignite your passion, spark innovation, and forge lasting connections. It is so much more than just a conference – it’s an experience!

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Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy Korst

Adrian Swinscoe

Today’s interview is with Stefano Puntoni, Professor of Marketing at The Wharton School and Director of AI at Wharton, and Jeremy Korst, President at GBK Collective. […] The post Forget the hype. Here’s what enterprises are actually doing with generative AI – Interview with Stefano Puntoni and Jeremy Korst first appeared on Adrian Swinscoe.

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The Crucial Role of Ticket Notes in Tech Support

Helpt

I am about to describe a situation that I’m 99% positive that you have experienced before. You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

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Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction

Doing CX Right

Are toxic employees driving your customers away? Learn how to attract top talent and increase customer satisfaction on Doing CX Right Podcast with host Stacy Sherman & guest Bryan Adams. The post Using a “Give and Get” Philosophy to Improve Employee and Customer Satisfaction appeared first on Doing CX Right.

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Crossing the threshold: Exploring Intercom’s Customer Service Trends Report for 2024

Intercom

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. We’ve just published The Intercom Customer Service Trends Report for 2024 , surveying more than 2,000 customer service professionals across a range of locations, roles, and company sizes to take the temperature of the industry at this critical moment. ?

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Why Contact Center Quality Assurance Matters

Customer Service Life

Image by Gerd Altmann from Pixabay Throughout my career in the contact center, I’ve had a love-hate relationship with quality assurance (QA). I was already two years into a role as a customer support manager when I hired someone with actual contact center experience (I had none) who informed me that I should be “doing quality.” He helped me create a basic form with a somewhat elaborate scoring system and I began scoring my team’s interactions with customers.

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How Retailers Are Transforming Customer Experiences with Data & AI

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.

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Actioning Customer Feedback: The Secret to Turning Difficult Customers into Loyal Advocates

C3Centricity

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us.

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Customer Research Uncovered: Navigating the Path to Consumer Clarity

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. However, many firms look at customer research as a one-and-done project. Worse, they often don’t know what to ask to find out what they want to know.

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Navigating Customer Experience Maturity: The Road to Success

Heart of the Customer

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits. Given the low overall maturity of most companies’ […] The post Navigating Customer Experience Maturity: The Road to Success appeared first on Heart of the Customer.

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The Art of Storytelling and its Impact on Marketing

Customer Think

When it comes to marketing, algorithms, and analytics often take center stage. And in such a scenario, it’s often easy to overlook the timeless power of storytelling. As businesses strive for conversions, sales, and a robust marketing strategy, they sometimes forget that behind every click, purchase, or engagement is a human being.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Self-Service is trending

DMG Consulting

Self-Service is expected to become one of the most important investment areas for businesses in 2024. The post Self-Service is trending appeared first on DMG Consulting.

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141: Creating The Lawsuit-Free Company

The DiJulius Group

From his time in the military to the courtroom, Alex Gertsburg has navigated a path that’s as inspiring as instructive. In this episode of The Customer Service Revolution, Alex, the managing partner of Gertsburg Licata Law Firm, joins John to share his journey and how it’s shaped his approach to leadership and customer service. His. Read Full Article The post 141: Creating The Lawsuit-Free Company appeared first on The DiJulius Group.

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Building trust and security at the intersection of AI and CX — with Zendesk’s Joey Edwards-Lebair

Zendesk

Welcome back to part two of our conversation with Joey Edwards-Lebair, Zendesk’s Senior Customer Insights Manager and lead researcher for our annual CX Trends report. This week, Edwards-Lebair joins host Nicole Saunders to take a deeper look at more of the trends shaping the future of customer experience and shares what excites him most about the future.

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Navigating Customer Survey Program Costs: The Ultimate Guide

Customer Think

What are typical customer survey program costs? Clients ask this question all the time. Unfortunately, it’s like asking how much a dress costs. A beach coverup from Target is $20; a couture gown from Chanel could be $200,000. With customer survey programs, as with dresses, there is an enormous range.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Navigating NHS staff shortages

CallCare

Amidst the thick fog of our healthcare systems, the NHS stands as a beacon of light, dedicated to providing quality and affordable care. However, the storm of staff shortages has cast a shadow over this light. In this blog post we embark on a journey to understand the complexities of NHS staff shortages and shed some light on potential navigational strategies.

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Celebrating 1,000 Strong: Execs In The Know’s Know It All (KIA) Online Community Hits Milestone

Execs In The Know

In the fast-paced customer experience (CX) landscape, finding a reliable network to collaborate, gather niche insights, and access valuable advice is critical for CX leaders. Execs In The Know’s Know It All (KIA) Online Community —an exclusive space curated specifically for CX leaders—is celebrating a significant milestone of surpassing 1,000 members and growing stronger by the day.

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Opinion Mining: Extracting Valuable Insights from Customer Feedback

Zonka Feedback

Imagine being able to peek inside the minds of your customers, effortlessly deciphering their hidden emotions, unspoken frustrations, and unbridled praise. Sounds like a marketer's fantasy, right?

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Navigating Customer Experience Maturity: The Road to Success

Customer Think

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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Mastering conversation orchestration for enhanced customer experience  

Logicalware

Contact centres are facing unprecedented challenges in the era of digital transformation. Customers expect fast, convenient, and personalised service across multiple channels, and enquiries are more complex and in bigger volumes than before. However, many contact centres struggle to meet these expectations as they face the challenges of integrating new technologies, managing multiple channels, and coordinating customer journeys.

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Do Banks That Outspend Their Peers on Marketing Grow Faster?

NGDATA

The study analyzed marketing spending by banks with $2 billion to $10 billion of assets and found that banks reporting marketing expenses grew more than those that did not. The study provides insight into marketing spending across all institutions and offers a basis for assessing trends. Source The post Do Banks That Outspend Their Peers on Marketing Grow Faster?

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Top Reasons Why Companies Choose TeamSupport Over Other Customer Support Tools

TeamSupport

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers. TeamSupport facilitates seamless collaboration and streamlines workflows.

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How AI will Impact CX in 2024

Customer Think

AI will impact Customer Experience (CX) in 2024 in at least three different ways. First, the call center will be transformed as AI plays a larger role in solving customer demands. Second, “citizen developers” in CX and elsewhere will transform their work with automation.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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NPS Surveys: Transforming Detractors into Promoters

Zonka Feedback

One of the major factors that determine the customers’ decision to choose your business for a product or service is the personal recommendations and word of mouth about your company. This means, that one bad customer experience can make you lose several business opportunities. So it is essential to know how your customers perceive the experience you provide them and how willing are they to recommend your business to others.

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ABA: Fighting bank scammers requires a collaborative effort

NGDATA

Banks can't win the fight against scammers alone. They need a unified effort between banks, regulators, law enforcement, and other stakeholders, along with consumer education and improved collaboration. Telecom companies and social media companies need to close loopholes. Banks need to secure the mail system to fight check fraud. Source The post ABA: Fighting bank scammers requires a collaborative effort appeared first on NGDATA.

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5 Ways to Use Customer Feedback for Product Innovation

SurveySensum

Ever wondered which businesses need feedback to make their products better? – Well, all of them. Trustpilot says 9 out of 10 people read reviews before buying something, and 66% trust a brand more if they see good online reviews. So, it’s super important to listen to the voice of the customer. When customers give direct and honest feedback, it helps a lot in making products better.

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Sales Process for the Anti-Sales Process Crowd

Customer Think

Earlier this week, I was interviewed by John Radkins, for his Sales Machine Blog, and he asked me to explain sales process for those who don’t want to be restricted by sales process.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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