How to choose the best experience management software in 2023
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.
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Beyond Philosophy
MAY 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.
CX Network
MAY 10, 2023
Why your brand needs to offer a digital front door in 2023 and which contact channels to keep an eye on
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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.
Customer Think
MAY 10, 2023
Source: Canva The more you understand email marketing, the clearer picture you see that it’s really about personal connections. Whether a list is small or massive, your most imperative task is strengthening the relationship with your subscribers. You’ll please your customers, and you’ll enjoy more effective marketing.
Adrian Swinscoe
MAY 11, 2023
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega 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.
The DiJulius Group
MAY 8, 2023
Have you ever been in a meeting where as soon as the most senior leader in the room starts to share what they think, the brainstorming and volleying of ideas cease? The conversation becomes completely reoriented around their thoughts. Most leaders, including me, feel like it is our job to state the challenge or opportunity. Read Full Article The post Great Leaders Speak Last appeared first on The DiJulius Group.
Customer Think
MAY 8, 2023
The era has turned digital. So, enterprises around the globe are using digital transformation to drive business success. With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience.
Adrian Swinscoe
MAY 9, 2023
This is a guest post by Sarah Robbins, Vice President, Customer – International at Khoros. Social media has been crucial for marketers amidst the cost of […] The post Instant, Urgent, and Immediate – The experience today’s consumers want first appeared on Adrian Swinscoe.
Hodusoft
MAY 10, 2023
11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.
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.
Doing CX Right
MAY 12, 2023
Discover the hidden connection between Motherhood and Customer Experience leadership and how to balance both for positive outcomes. The post The Synergy of Motherhood and CX Leadership: Maximizing Impact in Both Roles appeared first on Doing CX Right.
Customer Think
MAY 7, 2023
The fully integrated commerce future is here. A recent study showed over 27% of millennials will increase their online spending in 2023, while half of Gen Z shoppers, who spend more time on digital channels than perhaps any other age group, favor in-store shopping.
Lumoa
MAY 9, 2023
In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.
Zendesk
MAY 8, 2023
In response to macroeconomic pressure, technology companies of all sizes have been tightening their belts and flattening their org structures. Meta CEO Mark Zuckerberg has called it the “ year of efficiency ,” while others have called it the end of the tech boom. But despite budgetary challenges, tech companies have reason to hope. With the surge of generative AI tools coming on the market, software companies can keep pace and scale to support more customers without adding more headcount.
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.
Execs In The Know
MAY 7, 2023
Mental health awareness has come a long way in recent years, but the journey toward destigmatization and improved support is far from over. In honor of Mental Health Awareness Month, the National Alliance on Mental Illness (NAMI) has launched its inspiring #MoreThanEnough campaign. This initiative aims to empower individuals living with mental health conditions, challenge societal misconceptions, and promote understanding and compassion.
Customer Think
MAY 7, 2023
As the two galactic superstars (and PSG teammates) Lionel Messi and Kyrian Mbappe traded goals and impressive moves during the World Cup final in December, the world was glued to televisions to see how it would end. They also were glued to their phones, sharing memes, predictions, and running commentary on the match.
Fonolo
MAY 10, 2023
Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.
Bill Quiseng
MAY 10, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.
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?
Qmatic
MAY 9, 2023
Would you rather wait in a long line, not knowing where you are in a queue and if you have to go to another counter? Or, would you prefer to know how long the wait will be, where you are in a queue, who will be serving you, and how long your visit will take from start to finish?
Customer Think
MAY 8, 2023
The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan.
Taylor Reach Group
MAY 11, 2023
by Colin Taylor I was in Las Vegas last week attending and speaking at Call & Contact Center Expo US and it was a great time. I got to see a number of familiar faces and meet a bunch of new friends. I also saw a lot of very interesting technologies. I was particularly impressed by some of the agent-assist capabilities and the real-time noise-canceling technologies.
DMG Consulting
MAY 8, 2023
The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.
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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
Intercom
MAY 9, 2023
The thought of upleveling your customer service strategy with AI is incredibly exciting – but can also feel a little daunting. Today, we’re starting to roll out early access to Fin, our breakthrough AI bot powered by GPT-4, OpenAI’s most advanced model, and Intercom’s proprietary technology. More than 10,000 people have joined the waitlist since our announcement in March, and we’ve had some great learnings from the beta so far.
Customer Think
MAY 12, 2023
All the requirements have been met. We have already seen these factors occur across the board: Low QoQ GDP. High interest rates. Massive layoffs. Inflation. Stock Market down. Cost-cutting. We are now seeing these events in sales or.
Zendesk
MAY 8, 2023
It’s clear that we’ve entered a new era in artificial intelligence, and companies around the world are grappling with how to respond to this constantly evolving technology. Zendesk research indicates that AI will affect every customer touchpoint, and businesses that want to remain competitive must have a thorough understanding of what consumers want and expect from the technology.
Doing CX Right
MAY 7, 2023
Joe Folkman, a leadership expert, and Stacy Sherman explain the importance of trust in business and 3 proven ways to build and repair relationships when broken. The post The Trifecta of Trust: A Blueprint for Customer Experience Success appeared first on Doing CX Right.
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
The Customer Service Blog
MAY 12, 2023
Would you like to become a business writer? The Customer Service Blog has got almost 280,000 readers across the world, making it a great way to get your articles seen by a large international business audience. We've got a team of enthusiastic worldwide business writers contributing articles to this blog - and we want more! So why not send us one of your articles?
Customer Think
MAY 12, 2023
Do you know what is the application with the fastest-growing user base ever? Hint: it is not TikTok. This social media phenomenon was relegated to second place earlier this year by ChatGPT. ChatGPT achieved the milestone of 100 million monthly active users in a mere two months, while TikTok needed then record-breaking nine months.
MyCustomer Experience
MAY 12, 2023
The following article is an excerpt of a White Paper by Customerization ’s Kira Tchernikovsky. Kira is the co-founder and CMO of this. 12th May 2023 By Thomas Wieberneit Consultant, Analyst, Advisor, Solution.
Zonka Feedback
MAY 12, 2023
As a business owner, you know that Customer Experience is crucial for success. But how do you know what they're thinking and feeling throughout their journey as a customer? This is where C ustomer Journey Mapping comes in.
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
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