Adrian Swinscoe
DECEMBER 11, 2023
The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play […] The post Three trends reshaping the customer experience outsourcing market first appeared on Adrian Swinscoe.
Customer Think
DECEMBER 15, 2023
Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The insights that emerged were a harbinger that companies everywhere should heed.
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Experience Investigators
DECEMBER 15, 2023
Customer experience is not a fad or a trend or a buzzy phrase. And yet, organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real ch
The DiJulius Group
DECEMBER 13, 2023
When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us. We meander through Johnni’s wrestling journey, his transformation into an.
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.
Intercom
DECEMBER 13, 2023
Customer service is undergoing rapid change as customer expectations rise, placing higher and higher demands on your team. But meeting these expectations without modern technology is incredibly difficult and comes at a high price: your team’s time. Time spent gathering customer context, tailoring replies, and completing repetitive tasks is costing your support team precious hours that would be better spent helping your customers.
Customer Think
DECEMBER 12, 2023
Image source: Canva free It began on the first of December. Google started its purge of inactive Gmail accounts to improve security and combat ongoing issues like phishing, hacked accounts, and ever-present spam. Like many things with good intentions, there is likely collateral damage. If you’re an email marketer, can you expect “business as usual”?
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
DECEMBER 14, 2023
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.
CommBox
DECEMBER 14, 2023
In the dynamic landscape of today’s fast-paced digital world, businesses are in a perpetual pursuit of cutting-edge solutions to elevate customer satisfaction. One technological innovation that has emerged as a pivotal player in revolutionizing customer service is Generative AI-powered Chatbots. These AI-powered conversational agents are reshaping the very fabric of how companies engage with their customers.
Bill Quiseng
DECEMBER 13, 2023
In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there!
Customer Think
DECEMBER 13, 2023
Personalisation and hyperpersonalisation are as old the dinosaurs. In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book,The One to One Future, the end of mass marketing and a shift to personalisation.
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.
Comm100
DECEMBER 12, 2023
We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.
CommBox
DECEMBER 12, 2023
In the realm of customer service, the integration of Artificial Intelligence (AI) has become increasingly prevalent, with generative AI chatbots playing a pivotal role in providing efficient and streamlined human-like support. Despite their growing popularity, lingering myths surrounding these AI-driven ‘machines’ might deter businesses from fully embracing their potential.
Zendesk
DECEMBER 14, 2023
Tom Eggemeier knows a thing or two about customer experience. Long before he was the CEO of Zendesk, his grandparents operated a small grocery store in Covington, Kentucky. “They gave amazing, proactive, personalized customer service to the people that shopped in their store, and I remember being in there,” he says. “They knew everyone’s name, they anticipated what they needed.” He’s keenly aware that customer experience has changed a lot since broke out of br
Customer Think
DECEMBER 15, 2023
The customer journey, defined as the path a customer takes from initial awareness to the final purchase and beyond, is a fundamental aspect of modern business. In this digital age, understanding and optimizing customer journeys is more critical than ever.
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Win the Customer
DECEMBER 13, 2023
In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain. Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many or
Experience Investigators
DECEMBER 11, 2023
If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX. Keep your CX knowledge current and relevant by exploring topics like customer journey mapping, employee experience, cutting-edge CX tools, and how to skillfully—and ethically—use AI in CX projects.
Doing CX Right
DECEMBER 11, 2023
Learn exactly how smart companies effectively leverage AI innovations while maintaining exceptional human-centric service with Keynote Speaker, Stacy Sherman, and CXQA, Rob Connelly. The post AI Innovations That Support (Not Replace) Humans in Customer Experience – Live From Reuters Event appeared first on Doing CX Right.
Customer Think
DECEMBER 13, 2023
Source: Shutterstock Establishing objectives is an integral part of any business planning process, and some of those goals inevitably relate to revenue growth. Revenue growth objectives must be realistic for company leaders to formulate sound business and marketing strategies.
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.
Win the Customer
DECEMBER 12, 2023
In today’s fast-paced digital landscape, the customer journey spans various touchpoints and channels. Businesses strive to deliver seamless experiences across these platforms, yet the challenge of maintaining consistency and personalization persists. Enter generative AI—a game-changer in revolutionizing customer experience across omnichannel environments.
DMG Consulting
DECEMBER 12, 2023
Humans Vs. Bots Donna Fluss talks about if humans and bots can coexist in the contact center. The post Humans Vs. Bots appeared first on DMG Consulting.
Zonka Feedback
DECEMBER 15, 2023
Effective communication is essential in all aspects of life, from family to school to business and more. If you are a business owner or manager, it is essential to know how your customers perceive your products and services and their overall experience with your business. This is where the need to gather customer feedback comes into the picture and online feedback forms help you just do that!
Customer Think
DECEMBER 11, 2023
As a technique, website personalization has been around for some time now. It involves offering your users a custom online experience from the moment they land on your website. As a website development company, you can customize this experience based on their past journeys, purchase history, geography, and behavior.
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?
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Zendesk
DECEMBER 15, 2023
Everybody likes pizza, and there are often strong opinions about it: pineapple doesn’t belong on pizza, thin crust is better than deep dish, and ranch dressing is a must-have dipping sauce. Regardless of your pizza preferences, at some point, you’ve likely ordered from a chain—such as Pizza Hut, Domino’s, and Papa John’s—but it’s important to support neighborhood pizza joints, and one startup made it their mission to help independent shop owners compete with the big guys.
Zonka Feedback
DECEMBER 13, 2023
In today's ever-changing scenario of digital marketing, the need for businesses to ensure a great content experience for their audience is paramount. By understanding the preferences and needs of their audience through comprehensive feedback, companies can curate a content experience that not only resonates with their audience but also encourages active engagement and loyalty.
Customer Think
DECEMBER 11, 2023
In an age where instant gratification is the norm, businesses are turning to generative AI chatbots to meet and exceed customer expectations. These sophisticated chatbots are not mere responders; they’re conversational architects, building bridges between human queries and intelligent, nuanced solutions. Among the vanguards of this revolution, Glassix stands tall, but it is not alone.
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.
SurveySensum
DECEMBER 15, 2023
Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. Understanding why potential leads choose not to convert is essential for addressing the root causes of why customers leave.
Zendesk
DECEMBER 15, 2023
What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. This role has a hand in staffing, scheduling, performance monitoring, workforce allocation, reporting, compliance tracking, and more. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.
Zonka Feedback
DECEMBER 12, 2023
Many organizations rely on various types of surveys for collecting customer feedback to know how happy customers are about their experiences with their products and services. But many times, surveys become a boring and time-consuming task for the customers and therefore they tend to avoid responding to feedback surveys, which eventually leads to a low and inaccurate survey response.
Customer Think
DECEMBER 15, 2023
How Small Improvements Create Lasting Change in Customer Experience Shep Hyken interviews Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture.
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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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