The ultimate guide to understanding brand sentiment
Callminer
JANUARY 18, 2024
When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.
Callminer
JANUARY 18, 2024
When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.
CX Accelerator
JANUARY 14, 2024
We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.
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Adrian Swinscoe
JANUARY 18, 2024
Have you ever found yourself going to a Lego store intent on buying an assortment of Lego pieces as a gift for someone, but when faced […] The post Technology choice, adoption and the paradox of choice first appeared on Adrian Swinscoe.
The Belding Group
JANUARY 15, 2024
It can be frustrating when an employee seems be focused on doing the absolute minimum, but before pointing fingers at them, make sure they shouldn't first be pointed at you. Shaun Belding | www.shaunbelding.
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.
Callminer
JANUARY 14, 2024
Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.
eglobalis
JANUARY 18, 2024
Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust The post Evolving Conversational AI for Enhanced Customer Experiences: Navigating Ethics, Privacy, Metrics and Trust appeared first on Eglobalis.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JANUARY 19, 2024
We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.
CommBox
JANUARY 18, 2024
Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. The challenge in 2024? Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations. The biggest deterrent of AI is no longer a commitment to innovation, but rather strategic planning – or more accurately – knowing how to get started.
Lumoa
JANUARY 15, 2024
When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.
C3Centricity
JANUARY 16, 2024
The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.
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.
The Customer Service Blog
JANUARY 17, 2024
The Customer Service Blog has featured several articles about Britannia Hotels and their terrible reputation with the British public. Readers of this blog will already know that Britannia are often ranked as the worst chain in the UK by the public. This has been confirmed yet again in a survey by Which? magazine, that has named them the worst hotel chain in the UK for the eleventh year running!!
Comm100
JANUARY 17, 2024
Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.
Customer Think
JANUARY 16, 2024
Artificial Intelligence: An Overview and Evolving Responsively Artificial Intelligence (AI) involves creating intelligent computer systems that operate autonomously. These systems possess the ability to learn, adapt, make decisions and act in a manner similar to the human brain, utilizing advanced techniques such as Large Language Models (LLMs) and Generative AI.
Qmatic
JANUARY 17, 2024
The paradigm of what makes a company competitively strong in a market is changing, and how customers and other stakeholders perceive a business is gaining more competitive value than just having a strong and unique product to offer. Improving customer experience becomes a priority for businesses, but it’s important to remember that this is a continuous activity that always needs optimizing.
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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.
Zendesk
JANUARY 17, 2024
As Zendesk unveils its sixth CX Trends report, it’s become clear that the CX landscape is undergoing sweeping changes. And as Zendesk’s Joey Edwards-Lebair explains in this latest episode of Conversations with Zendesk, businesses and their customers are entering the era of intelligent CX. “What sets this moment in time apart is really the convergence and synergies of capabilities and technologies coming together,” Edwards-Lebair said.
The DiJulius Group
JANUARY 17, 2024
Unlock the secrets of service excellence with special guest Tom Smith as we tackle the transformative effects of outstanding customer care and the hot-button topic of “tipflation.” On this episode of The Customer Service Revolution, experience a journey through the hospitality landscape, examining the fine art of making someone’s day and the subtle nuances that.
Customer Think
JANUARY 14, 2024
I originally wrote today’s post for Measures Consulting. It appeared on the Enghouse Interactive blog on September 7, 2023. Customers’ expectations about their experiences during every stage of the relationship with the brands with which they interact have evolved greatly over the last few years.
Kate Nasser
JANUARY 14, 2024
Persistent causes of horrible customer experience & patient experience & how to address them. Kate Nasser, The People Skills Coach™ | CX The post Horrible Customer Experience & Patient Experience: Constant Causes | #CX appeared first on KateNasser.com.
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.
Zonka Feedback
JANUARY 19, 2024
The eCommerce industry is on the rise as online shopping is one of the most convenient ways for shoppers to purchase the products they want in the comfort of sitting in their homes. But to attain business success in this industry, it is essential to understand the needs and preferences of your customers and gauge their shopping experience. Post-checkout surveys are one of the best ways to do this.
TeamSupport
JANUARY 18, 2024
In today's fast-paced business world, customer support is not just a department; it's the backbone of your company. As businesses continue to evolve, so do their customer support needs. This is where TeamSupport software comes into play. TeamSupport is the number one ticketing and live chat solution for customer-centric businesses. What is TeamSupport Software?
Customer Think
JANUARY 14, 2024
Are your customer service staff spending too much time answering repetitive questions? Do you want to improve customer satisfaction and reduce your support team’s workload? Then, it’s time to consider implementing a knowledge base.
Logicalware
JANUARY 19, 2024
UK Housing Associations are battling rising costs, static revenues and increasing staff turnover. Meanwhile, tenants are faced with prolonged wait times for repairs and services, resulting in a noticeable decrease in overall satisfaction. In the face of such turbulence, it is essential Social Housing providers rethink traditional business processes to improve staff and tenant experiences, reduce the time and cost associated with repairs, and meet standards set out by the Regulator for Social Ho
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?
Zonka Feedback
JANUARY 18, 2024
Unlocking the full potential of surveys involves not just collecting data but also seamlessly integrating it into your workflow. Conducting surveys is a powerful tool for gathering insights, but the real challenge lies in efficiently managing and utilizing the collected data.
Helpt
JANUARY 18, 2024
Day 1: First Impressions and Unexpected Delights The day was finally here. CES 2024 had been on my mind for the majority of the year as I imagined myself venturing into the dry haze of the Las Vegas desert. It all felt rather hypnotic in a way, as a giant room filled with the promising inventions of tomorrow was all packed together while sand and sin mixed outside.
Customer Think
JANUARY 16, 2024
Like many B2B marketing agencies, even though we’re a professional services business and don’t sell or re-sell technology, our firm gets marketed to regularly by companies looking to recruit us as a channel partner.
SurveySensum
JANUARY 18, 2024
Imagine this: you’re a business owner eagerly waiting for your latest marketing campaign to take off. As you sip your morning coffee, you receive a text notification. It’s not just any message; it’s a personalized offer that feels like it was crafted just for you. 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation Personalize Customer Journeys Automate Triggered Campaigns Drive Conversions with Targeted Promotions Boost Customer Engagement and
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.
NGDATA
JANUARY 18, 2024
In 2024, ad spending is trending back towards normalcy, but more digital than ever. Marketers face societal divisions and unanswered questions regarding technology. They may focus on emotional appeals around shared humanity to hit the consumer sweet spot. Source The post 8 predictions for 2024 as marketing seeks a new normal appeared first on NGDATA.
Zendesk
JANUARY 18, 2024
What is AI transparency? AI transparency means understanding how artificial intelligence systems make decisions, why they produce specific results, and what data they’re using. Simply put, AI transparency is like providing a window into the inner workings of AI, helping people understand and trust how these systems work. We use artificial intelligence (AI) more than we think—some of us speak with Siri or Alexa every day.
Customer Think
JANUARY 16, 2024
Customer service emerges as a vital difference in the fast-paced and complex world of logistics, where the smooth transportation of goods is crucial. The term “customer service in logistics” refers to a complex collection of contacts and operations that extend beyond cargo deliveries.
SurveySensum
JANUARY 18, 2024
Filling out surveys is frustrating, right? Especially when those survey forms feel like exam question papers rather than quick feedback forms. I recently had an awful experience! I recently bought a new smartphone and received a customer satisfaction survey. Being in the industry for the past 10+ years I understand the value of gathering customer feedback , so I clicked on “start survey” and set out to give my honest opinion.
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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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