Adrian Swinscoe
OCTOBER 25, 2023
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.
Bill Quiseng
OCTOBER 25, 2023
QUI QUESTION: Customer service is a performance art. Are you Oscar-worthy? Movie actors like Sandra Bullock, Scarlett Johansson, Tom Hanks, Dwayne Johnson, and Keanu Reeves act to be happy, sad, scared, scary, or angry. Yet, we, as the audience, believe they are genuinely real. The actors may “act their part”, but they are so good that we, as the audience, believe they are real.
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Doing CX Right
OCTOBER 21, 2023
Why does podcasting matter? Award-winning podcaster, Stacy Sherman, highlights its role to amplify speakers, boost brands, and enrich customer engagement. The post Podcasting Power: Elevating Brands & Speakers appeared first on Doing CX Right.
Customer Think
OCTOBER 24, 2023
A few years ago, Brian Moynihan, the CEO of Bank of America, was interviewed as he discussed their new Customer Focus initiative: prioritizing Customer Centricity over revenue by putting their customers first. He said something like, ‘The money will come. Let’s take care of the customer!
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.
Adrian Swinscoe
OCTOBER 25, 2023
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Maintaining a sense of unity and company culture in remote and hybrid […] The post How to bring employees together for the holidays – Even if they’re far apart first appeared on Adrian Swinscoe.
Beyond Philosophy
OCTOBER 26, 2023
A listener, Irene Beard, is starting her own company. She’s always believed in a strong brand, but how can she plan what people take away from her brand? Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. Before we get into that, I thought I would mention that Beard contacted us as part of our “I’m in a pickle!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
OCTOBER 24, 2023
Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.
Experience Investigators
OCTOBER 24, 2023
Are you ready for another CX Pulse Check? Join Jeannie and Paige, as they talk about what’s happening right now in Customer Experience (CX). What if you could tap into the secrets of how top retailers are adapting to the transforming world of customer behavior? Imagine the insights you could gain if you knew how these businesses are enticing customers with exciting new offerings like curbside delivery, sample boxes, and impulse purchases.
Comm100
OCTOBER 24, 2023
In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.
The DiJulius Group
OCTOBER 24, 2023
The FORD Monthly Allowance Benson Kearley IFG (BKIFG), headquartered in Toronto, Canada, is not your typical insurance agency, because Stephen Kearley is not your typical company president. BKIFG is obsessed with providing a world-class experience to both customers and employees, and it is paying huge dividends with exponential growth. BKIFG created an amazing incentive to.
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.
Beyond Philosophy
OCTOBER 21, 2023
Poor Irene Beard. She is in a pickle, and she needs our help. A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.
Qmatic
OCTOBER 25, 2023
In recent years, many organizations have worked on their digital transformation and migration to the cloud. If there was hesitation before, the global pandemic pushed many organizations to accelerate their cloud adoption. With the rapid changes in customer expectations and technology, using cloud solutions looks like the obvious choice. Aside from that, there are other benefits of moving to the cloud.
Customer Think
OCTOBER 26, 2023
In early 2023, sales professionals worldwide logged into ChatGPT for the first time with the expectation that they’d never have to write sales messaging themselves again.
CX Network
OCTOBER 25, 2023
We explain the strategies, processes and tech associated with customer relationship management
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The Customer Service Blog
OCTOBER 25, 2023
It's time to celebrate! This month, The Customer Service Blog hit the amazing milestone of 300,000 readers! Official figures confirm that on 25th October 2023 we had 302,340 readers. This includes around 55,000 people in the UK and around 86,000 people in the USA. So far in 2023 we have acquired just over 50,000 new readers across Europe and in places further afield such as Hong Kong (where we now have around 29,000 readers) and Germany (where we have around 20,000 readers).
Zendesk
OCTOBER 24, 2023
Artificial intelligence is transforming customer service by taking on simple, repetitive tasks and freeing up human agents for higher value work. Generative AI promises to push this transformation even further, with early iterations offering huge opportunities for customer-facing enterprises. But these technologies also carry risks. To explore how advances in technology will and already are changing the way that customers interact with businesses, Economist Impact convened a roundtable discussio
Customer Think
OCTOBER 24, 2023
Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1) feedback and data, (2) personas, and (3) journey maps.
SixteenVentures
OCTOBER 25, 2023
As a Head of Customer Success, you’ve heard the benefits of advocacy. You get that it’s somehow the golden ticket—a game-changer that’s supposed to turn the business flywheel faster than ever. But somehow, the magic hasn’t happened for you. Your advocacy program is more of a flicker than a flame, and you’re wondering if the […] The post Build a Social Proof Machine: Consistently Generate Real Advocates at Scale appeared first on Customer-centric Growth by Linc
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
OCTOBER 27, 2023
In a world where attention spans are shorter than that of a goldfish (3 seconds), reaching your audience and grabbing their attention is the key to unlocking valuable insights.
Zendesk
OCTOBER 26, 2023
Atrium offers an AI sales management solution that helps sales organizations become more data-driven and efficient. It does so by continuously monitoring sales teams’ performance and alerting sales leaders and managers about any issues, so they can be addressed early. Pete Kazanjy, co-founder of Atrium, shares his tips on how to build a successful business and discusses how he formed a 35,000-member sales community by creating top-tier content.
Customer Think
OCTOBER 24, 2023
Companies don’t hire sales reps because they have core competencies of administrative work and manually updating prospect lists. So why, when sales is under tremendous pressure to win new business, fend off competitors and grow existing customer revenue, do some companies burden their teams with time-killers like outdated tools and legacy processes?
MyCustomer Experience
OCTOBER 25, 2023
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.
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
OCTOBER 27, 2023
Data collection is the most important aspect of running a successful business in current times. Accurate data can offer valuable insights, facilitate informed decision-making, and enable ongoing progress monitoring.
SurveySensum
OCTOBER 27, 2023
In today’s digital landscape, where your online reputation has the power to determine your B2B business’s fate, customer feedback stands as the cornerstone of your success. And when we say customer feedback, we mean every facet of it – not just the good but also the criticisms. So, if you find yourself nervously nibbling your nails when faced with negative feedback, don’t, because those negative reviews aren’t the enemies they may seem.
Customer Think
OCTOBER 24, 2023
In today’s tech-centric environment, automation is no longer standing on the sidelines, hoping to be a part of the conversation. Instead, automation is the subject and main character of every conversation in business and marketing.
Zendesk
OCTOBER 27, 2023
When sales software company Outreach began in 2014, three people were making the amount of sales a team of 20 would. Today, the company has 1,000 employees worldwide and over 5,000 customers. In this episode, co-founder and CEO Manny Medina discusses how Outreach used customer feedback to improve offerings, the secret to expansion, and why he encourages employees to be high performers in and outside of the office.
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
OCTOBER 27, 2023
Nicereply is a well-known customer experience platform that is mainly designed to collect customer feedback in an effortless way. The platform enables businesses to improve support teams' performances and help them fix the issues.
Hodusoft
OCTOBER 26, 2023
EVERYTHING YOU NEED TO KNOW ABOUT STIR/SHAKEN In the present times, a majority of people are facing huge threats from invisible villains that are widely prevalent across the globe. The seemingly innocuous villains are experts at concealing their identities and attack you when you least expect them to. They are robocalls—automated telephone calls that deliver prerecorded messages.
Customer Think
OCTOBER 26, 2023
Are you wondering why people add your products to their cart and then leave without checking out? If so, you are far from alone! Cart abandonment is a major issue that business leaders and marketers across all industries have to deal with regularly.
SurveySensum
OCTOBER 26, 2023
Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. And the customer satisfaction software helped him automate the process! The survey revealed that The shipping process was too slow Customers encountered technical glitches with the website’s checkout page.
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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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