Fonolo
JULY 13, 2023
Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.
Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
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Adrian Swinscoe
JULY 10, 2023
Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.
Inside Customer Service
JULY 13, 2023
Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.
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.
Beyond Philosophy
JULY 13, 2023
Organizations are making a common mistake with AI. From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Changing the strategy could create a significant competitive advantage. For example, a large telecom company designed an AI system to identify customer churn.
Customer Think
JULY 14, 2023
In today’s digital world, email marketing continues to be a vital tool for businesses to connect with their audience. However, simply sending out generic emails to your entire contact list is no longer effective or efficient. This is where email marketing automation comes into play.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
TeamSupport
JULY 13, 2023
Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.
The DiJulius Group
JULY 14, 2023
As we know, when it comes to purchasing products and services, today’s customer is no longer willing to sit back and accept anything even close to mediocrity. What used to be thought of as a simple purchase is now a Brand Experience. Consumers take their interactions with businesses seriously, with clear visions–and strong expectations–for customer.
Doing CX Right
JULY 9, 2023
Victoria Pelletier, a corporate leader known as "the turnaround queen," and Stacy Sherman discuss practical strategies to elevate customer experiences, engage teams, and drive business growth through unstoppable CX leadership. The post Future-Proofing Your Business with Unstoppable CX Leadership and Innovation appeared first on Doing CX Right.
C3Centricity
JULY 10, 2023
As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.
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 Think
JULY 14, 2023
Launching or expanding a print business can be scary but; with the rise of excellent eCommerce platforms, such as WooCommerce, and innovative web-to-print product designer plugins, setting up your print-on-demand store has never been easier.
Zendesk
JULY 12, 2023
The pandemic had a profound impact on people and industries across the world, with lasting changes to the way many people work and travel. Travel has now rebounded and, in some cases, even exceeded pre-pandemic levels. Most hotels and resorts worldwide have now reached or exceeded 100% of 2019 occupancy. That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industr
Intercom
JULY 13, 2023
How big is the AI revolution in the customer service space, really? Well, as someone who has operated in the technology sector for over 35 years, and mostly in some form of customer support role, I have literally never been more excited than I am right now about the potential to transform the customer service experience through technology. Over the course of my career, support has traditionally been very transactional – customers would get in touch with issues or questions, and support reps woul
Beyond Philosophy
JULY 8, 2023
Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn.
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Totango
JULY 11, 2023
G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr
CSAT.AI
JULY 12, 2023
Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences. AI can help, but companies that can’t handle a complete overhaul wonder where to start with AI. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget.
Customer Think
JULY 8, 2023
In my last column article Generative AI: What’s Next and How to Get the Payoff, I concluded with a recommendation and decision tree for selecting a generative AI tool — or should I say “toy” — looking at the still ongoing hype?
SurveySensum
JULY 11, 2023
You love going to McDonald’s. Because when you go in to order, the cashier greets you with a warm smile. As you sit down, the aroma of sizzling patties fills the air, and your mouth starts watering. Finally, your burger arrives, perfectly cooked and beautifully presented. You take a bite, and it’s pure heaven — the flavors explode in your mouth, making you crave more.
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.
eglobalis
JULY 13, 2023
A Personal Bank Story: How to Win, and Lose, a Bank Customer The post A Personal Bank Story: How to Win, and Lose, a Bank Customer appeared first on Eglobalis.
DMG Consulting
JULY 14, 2023
Contact centers are sophisticated operating environments Donna Fluss July 14, 2023 Donna Fluss explains the complexities of contact centers. The post Contact centers are sophisticated operating environments appeared first on DMG Consulting.
Customer Think
JULY 11, 2023
One of the most crucial metrics to monitor in the RV industry is market share. What is Market Share? Market Share refers to the portion of the market that a specific company or product controls. Within the RV market, this can be further divided into: Unit Market Share and Revenue Market Share.
CX Network
JULY 12, 2023
Learn how VoC analytics, AI intelligence and can make a contact center shine
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
JULY 14, 2023
AI Surveys leverage Artificial Intelligence to streamline the survey creation, collection, and analysis. Here is an introduction to AI Surveys and how you can use them. Surveys have long served businesses in gathering useful insights and feedback from their customers. However, with the advancements in technology, traditional surveys are expected to take the backseat, and a more transformed and evolved form is set to emerge.
Qmatic
JULY 13, 2023
For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has struggled with long waiting times and rigid booking processes taking valuable time from healthcare staff when they could focus on patient care instead. The benefits of using an online patient scheduling system are many.
Customer Think
JULY 14, 2023
Connected to the company's acquisition of Thankful, Gladly Sidekick helps brands save money, deliver personalized customer service at scale, and build lifelong customer loyalty
SurveySensum
JULY 13, 2023
According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.
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.
Zonka Feedback
JULY 14, 2023
Are you looking for a quick and non-intrusive way to gather real-time feedback from your customers? Discover how Slide Up Surveys can help you achieve this goal! Understanding your customers, website visitors, and product users is of paramount importance for the success of any business. And the only way to know how your customers perceive your brand and feel about their experience with it is by collecting Customer Feedback.
SixteenVentures
JULY 13, 2023
The essence of successful business lies in the ability to unlock consistent, efficient growth. But amidst the pressures of targets, competition, and shifting market dynamics, the struggle to optimize revenue operations and foster seamless alignment between Sales, Customer Success, and Marketing can feel like an uphill battle. If you’ve been juggling these challenges, feeling the […] The post RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2023) appeared first on Custome
Customer Think
JULY 14, 2023
In today’s uber-competitive business environment, every cent counts. The more revenue your business generates, the more your business can grow. However, a growth killer lurks unseen in virtually every business’s sales pipeline: revenue leakage. This unintended and often invisible loss of revenue harms all businesses.
SurveySensum
JULY 13, 2023
According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Improving retail customer experience for your brand is not only an expectation from your customers but also a requirement for your business growth.
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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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