Sat.Oct 28, 2023 - Fri.Nov 03, 2023

article thumbnail

Buyer's guide: Top customer experience software

Callminer

Customers are the bedrock of any successful business, so providing excellent customer experience is crucial. Read this blog for important elements to consider when selecting the best CX software.

article thumbnail

How the world is reacting to AI use in customer service

Adrian Swinscoe

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting to AI use in customer service first appeared on Adrian Swinscoe.

AI 246
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

The 5 Essential Behaviors Before Concluding Customer Interactions

Customer Service Life

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question.

article thumbnail

Fixing a Toxic Culture

Customer Think

“You wake up every morning and drag yourself into the office. You know there’s a reason you drag and don’t skip. The thought of being in your office makes your stomach turn, and you wake up every morning checking your temperature to determine if today might be a sick day rather than a work day.

116
116
article thumbnail

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.

article thumbnail

This is our time for a CX Revolution!

Bill Quiseng

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!

CX 97
article thumbnail

The science behind repairing trust – Interview with Professor Peter Kim

Adrian Swinscoe

Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.

190
190

More Trending

article thumbnail

How to boost customer loyalty in a tough economy

eglobalis

How to boost customer loyalty in a tough economy - Customer Experience The post How to boost customer loyalty in a tough economy appeared first on Eglobalis.

article thumbnail

Customers say they want choice, but the evidence shows they don’t!

Beyond Philosophy

Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.

article thumbnail

How the world is reacting to AI use in customer service

Adrian Swinscoe

This is a guest post from Janine Hunt, Client Partnership Director at customer service outsourcer Kura. Data shows that 35% of businesses have adopted using AI […] The post How the world is reacting to AI use in customer service first appeared on Adrian Swinscoe.

AI 130
article thumbnail

[Experience Action Podcast] A Scary CX Story

Experience Investigators

Get set for a chilling tale that will make your hair stand on end. Imagine a billing issue so terrifyingly complex it spanned three generations! Yes, you heard it right. That’s the horror our host, Jeannie Walters, unravels on this Halloween special episode of Experience Action. She not only narrates the spine-chilling saga but also provides insightful solutions.

CX 96
article thumbnail

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

article thumbnail

Students being scammed by fake landlords

The Customer Service Blog

Renters in the UK are facing a difficult time to find somewhere to live, with demand outweighing supply for houses and flats across the country, resulting in rental prices being pushed up. Many university students live away from their family home in private rental properties. Recent research shows that average student rents went up by 14.6% in the last year.

82
article thumbnail

A surprising truth! Customers really don’t want choice and what to do about it

Beyond Philosophy

When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making.

article thumbnail

The science behind repairing trust – Interview with Professor Peter Kim

Adrian Swinscoe

Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.

article thumbnail

Providing Amazing Customer Journeys by Leveraging the Power of Technology

Customer Think

Customer journeys are evolving fast, and technology is at the forefront of this transformation, especially in the past couple of years, thanks to AI. This post explores how businesses can embrace omnichannel experiences, self-service solutions, and data-driven personalisation to create amazingly seamless and unforgettable customer journeys.

article thumbnail

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?

article thumbnail

Understanding the shifting priorities of IT leaders with Zendesk’s Paulette Chafe

Zendesk

More than ever, IT leaders are experiencing a greater level of responsibility: from taking charge of data security to implementing AI, these technology professionals play an increasingly vital role in how CX is delivered to customers. Zendesk’s Paulette Chafe , head of customer insights and thought leadership, has kept a close eye on these trends. She sat down to explore these issues with Conversations with Zendesk host Nicole Saunders, where they dove into the in-depth research that led to Zend

article thumbnail

How to Increase Player Engagement – 4 Loyalty Strategies

Comm100

While every gambling platform faces distinct and different challenges, there’s one challenge that every site faces – how to increase player engagement. While attracting new players is essential, encouraging them to stay engaged and spending is the real game-changer. We’ve delved deep into the industry’s dynamics to provide four strategies that not only captivate players, but ensure they’re engaged, satisfied, and returning for more. 1.

article thumbnail

People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX

Kate Nasser

Your people skills blunders w/ others happen when your ego trips and sinks you. Real life examples from Kate Nasser, The People Skills Coach™ The post People Skills Blunders: When Ego Sinks You! | #PeopleSkills #CX appeared first on KateNasser.com.

CX 63
article thumbnail

Journey Mapping to Hypothesis Mapping: Creating Better CX

Customer Think

Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start a journey mapping project, how do you know where to start? Where do you investigate? It begins with a hypothesis.

CX 104
article thumbnail

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

article thumbnail

Measure Feedback with Email Survey Invitation

Zonka Feedback

To ensure customer satisfaction and build a great customer experience, it is necessary to survey your customers and collect their insights regarding their experiences, needs, and expectations from your business. Creating an effective survey is one step, but the key to successful surveys lies in convincing a large number of customers to take the survey and provide their valuable feedback.

article thumbnail

Does CDP Need a New Definition?

Customer Experience Matrix

The earliest Customer Data Platform systems were introduced before 2010; the term CDP was coined to describe this emerging class in 2013. My definition had changed very little when we launched the CDP Institute in 2016, and has been the same ever since: “packaged software that builds a unified, persistent customer database accessible to other systems”.

article thumbnail

7 Customer Service Trends to Look Out for in 2024

SurveySensum

Imagine you order a pair of woolen socks from Amazon and have a question about the size of the socks. You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. Not only does it listen to your issue properly, it gives you the answer in no time.

article thumbnail

What Others Will Not Tell You about Failing Customer Experience

Customer Think

Many business-centric people have profound expectations when establishing their ventures. Their key focus is usually how to leverage sales and reach and engage a large clientele base. If you fail, your business will derail and will not grow faster. Sales and marketing are not the ONLY resources that will appeal to more customers.

article thumbnail

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

article thumbnail

Customer Experience Surveys: Collecting Feedback to Decode Delight

Zonka Feedback

Customers are the pillars of any successful business. Maintaining a high level of customer satisfaction and understanding their thoughts and feelings about your brand, products, or services are essential. To give your customers the best experience, you have to know what's going well and what's not for your business. This is where a customer experience survey comes into play.

article thumbnail

How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers

Hodusoft

How Multi-Tenant PBX Systems Are Useful for UCaaS Service Providers The advent of multi-tenant PBX systems has revolutionized Unified Communications as a Service (UCaaS) space. As per a GlobeNewswire report , the multi-tenant UCaaS market is projected to grow almost 20 percent through 2030 because of the rapid adoption of remote working. At HoduSoft, we have years of experience and proven track record of providing multi-tenant PBX systems to UCaaS service providers.

article thumbnail

What is workforce management?

Zendesk

What is workforce management? Workforce management (WFM) is a set of processes and technologies a business can use to manage employees and resources, optimize productivity, and ensure the organization complies with laws and regulations. The overarching goal of WFM is to create as much efficiency as possible. Many people can attest to cooking a nostalgic family recipe only to discover it isn’t quite how grandma used to make it, realizing later that it’s missing the secret ingredient—whether it’s

AI 52
article thumbnail

The Power of Context in B2B Buying, and What That Means for Marketers

Customer Think

The context in which people consider buying something has a significant impact on how the buying decision is made and on what is (or isn’t) ultimately bought.

B2B 64
article thumbnail

How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

article thumbnail

Text Analysis: Definition, Tools, Benefits, and Examples

Zonka Feedback

In today’s data-driven world, businesses are constantly searching for ways to unlock insights from the vast amounts of unstructured textual data they gather daily.

article thumbnail

From Surveys to Reviews: Understand Various Types of Customer Feedback

SurveySensum

Are you aligning with the evolving needs and preferences of your customers? If not, you should start gathering customer feedback. It’s the key to exceeding their ever-changing expectations. To stay ahead, use a robust customer feedback platform to gather insights from various interactions, such as delivery experience, product usage, support queries, and website visits.

article thumbnail

5 Reasons to Attend CRS Tucson 2024

Execs In The Know

Are you ready for an exceptional opportunity to connect, learn, and innovate within customer experience (CX)? Execs In The Know invites you to Customer Response Summit (CRS) in stunning Tucson, Arizona, from March 12th to 15th, 2024. Here are five compelling reasons why you shouldn’t miss out on this upcoming in-person event. 1. Unparalleled Insights from Industry Leaders At CRS Tucson, prepare to be inspired by industry luminaries and visionaries who will share their expertise, experiences, and

article thumbnail

The 5 Essential Behaviors Before Concluding Customer Interactions

Customer Think

Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.

article thumbnail

When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.