CX Network

SEPTEMBER 28, 2023

Driving customer-centricity with an account-based marketing strategy and AI

AI 120

AI 120

The DiJulius Group

SEPTEMBER 25, 2023

Your prices are non-negotiable. Your customers trust you, choosing your brand over those of your competitors–even when your prices are higher. Your employees are loyal and stakeholders, content. Your company is respected, and your reputation is strong when the key elements of a successful customer service strategy are in place. Start with a Clear Purpose.

Customer Service 79

Customer Service Customer Experience 79

Adrian Swinscoe

SEPTEMBER 29, 2023

This is a guest post by Akin Arikan, the author of Customer Experience Analytics and Multichannel Metrics. Adrian points out that “CX should not be reduced […] The post What data skills can actually help CX Punk Rockers? first appeared on Adrian Swinscoe.

CX 246

CX Customer Experience 246

Callminer

SEPTEMBER 25, 2023

The “more with less” economy has driven AI adoption as organizations strive to optimize CX. Read this blog to get the details on the 2023 CallMiner CX Landscape Report.

AI 182

AI CX 182

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.

Technology

Steven Van Belleghem

SEPTEMBER 24, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of Airbnb does something very similar, trying to understand the customer by going into the field and “becoming” the customer. I love how he spent the last six months living on the premises that he’s been renting out through his own platform.

Customer Experience 109

Customer Experience 109

Experience Investigators

SEPTEMBER 26, 2023

What’s going on right now in Customer Experience (CX)? We’re doing something a little different, a little new in this Experience Action episode. This CX Pulse Check is your ticket to understanding the customer experience economy today, so you can plan for future success! You’ll come away from this episode knowing more about how to leverage behavioral data and technology to create personalized, efficient experiences, and more.

CX 98

CX Technology Technology Customer Experience 98

C3Centricity

SEPTEMBER 26, 2023

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

Innovation 90

Innovation 90

Help Scout

SEPTEMBER 29, 2023

Learn how FlexJobs was able to double traffic and contacts during the pandemic as a result of their Beacon and Message setups in Help Scout.

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104

Experience Investigators

SEPTEMBER 29, 2023

This year, business leaders face many challenges that can best be described as "stubborn." Labor shortages, supply chain disruptions, and inflation are just.

Innovation 98

Innovation CX 98

Beyond Philosophy

SEPTEMBER 23, 2023

We can be grumpy about the restaurant experience. This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. However, it’s easy to see that every business can learn from restaurants that bungle these moments of the experience. We are aware this episode is a grumpy rant.

Customer Experience 78

Customer Experience 78

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 Loyalty

CX Network

SEPTEMBER 28, 2023

In the realm of customer experience, inauthenticity is a deal-breaker. Beyond Philosophy's Colin Shaw explains.

Business Growth 113

Business Growth Customer Experience 113

Customer Think

SEPTEMBER 26, 2023

For businesses across industries, there’s never been a more mission critical moment than the one we’re in right now. Various technologies associated with AI—most notably OpenAI’s ChatGPT—have thrown harsh light on the inadequate structures girding most so-called modern companies while also setting blazing fires at their feet. It’s been very dramatic.

AI 80

AI Customer Experience Technology Technology 80

Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Sentiment Analysis 72

Sentiment Analysis Omnichannel AI Customer Service 72

DMG Consulting

SEPTEMBER 25, 2023

The value of interaction Analytics is significant! Donna Fluss talks about the value and benefit associated with Interaction Analytics in the contact center. The post The value of interaction Analytics is significant! appeared first on DMG Consulting.

Contact Center 62

Contact Center 62

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CX Network

SEPTEMBER 26, 2023

How to implement a successful Voice of the Customer program in 5 steps

Voice of the Customer 106

Voice of the Customer VOC 106

Customer Think

SEPTEMBER 26, 2023

In an ever-evolving world, customer experience has become the focal point of business success. It’s not just about satisfying customers; it’s about exceeding their expectations. Enter generative AI, a transformative force that’s revolutionizing how businesses interact with their customers and elevating the overall customer experience.

AI 75

AI Customer Experience Technology Technology 75

The DiJulius Group

SEPTEMBER 27, 2023

Want to know the secret to growing a business from a humble start in the back of a tanning salon to a nationwide franchise? On today’s episode of The Customer Service Revolution, John’s guest, Joe Stanoszek, founder of the fastest-growing med spa in the country, VioMed Spa, shares his awe-inspiring journey and how his commitment. Read Full Article The post 129: Going From One Spa Room to the Fastest-Growing Med Spa in the US appeared first on The DiJulius Group.

Customer Service 64

Customer Service 64

SixteenVentures

SEPTEMBER 24, 2023

Let’s get real. You’re swamped, your team is overwhelmed, and you’re juggling the constant demands of retaining customers while chasing that elusive long-term success. You’re in firefighting mode—again. You know you need to shift from a reactive approach to a proactive one. Deep down, you feel the urgency, but the ‘how’ eludes you.

Sales 64

Sales 64

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.

Voice of the Customer

Zonka Feedback

SEPTEMBER 28, 2023

In the cut-throat business environment of today, the experience you provide to your customers can either make or break your success. Great customer experiences not only attract repurchases but also build brand reputation in the market and attract new customers. Whereas poor experiences lead to customer churn and loss of goodwill in the market.

Customer Experience 59

Customer Experience 59

Customer Think

SEPTEMBER 26, 2023

Source: Freepik Customer journey in the travel industry, especially airline customer experience, has undergone a significant shift in the last couple of decades. Planning to travel is no longer about finding a few brochures or choosing a destination, finding a travel agent, and finalizing your booking.

Customer Experience 72

Customer Experience Customer Loyalty 72

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. But while there are reasons for apprehension, today’s guest sees plenty more to feel excited. Suddenly, AI is everywhere. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Execs In The Know

SEPTEMBER 29, 2023

The September Execs in the Know Customer Response Summit held a clear focus: ‘Learn, share, network, and engage to innovate.’ During an enlightening luncheon hosted by Interactions, some of the brightest minds in business convened to delve deep into the world of conversational AI. From these discussions, several themes surfaced: The surging prominence of conversational AI and the quest for the ideal solution The inherent challenges in embracing AI, notably the need for cross-collabo

AI 52

AI Artificial Intelligence Contact Center Machine Learning 52

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?

Technology

Zonka Feedback

SEPTEMBER 28, 2023

Creating a survey is a powerful and effective approach for collecting data and opinions from your audience, whether you're seeking customer feedback, conducting research, or making important decisions. To ensure your survey delivers valuable insights, it's crucial to follow a structured approach. With survey software like Zonka Feedback, creating a survey is a breeze.

Customer Feedback 59

Customer Feedback Customer Survey 59

Customer Think

SEPTEMBER 28, 2023

Customer anthropology I had to think back to that story, when I recently learned that Brian Chesky, the CEO of. The post Dear CEO, to understand the customer, you have to become the customer appeared first on Steven Van Belleghem.

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RateMyService

SEPTEMBER 29, 2023

In today’s hyper-competitive business environment, accelerating sales growth is not just about numbers; it’s about cultivating a customer-centric approach. Achieving sustainable sales growth is paramount in today’s fiercely competitive business landscape. It’s no longer enough to offer quality products or services; customers now expect memorable interactions, personalised attention and seamless journeys.

Sales 52

Sales Customer Experience Customer Satisfaction CX 52

CallCare

SEPTEMBER 29, 2023

Omnichannel customer service is a widely adopted strategy which focuses on delivering consistent, seamless customer support across multiple different touchpoints. This means that a business is providing support wherever its customers are and however they choose to reach out, whether it’s on a social media platform or over the phone. Want to find out more?

Omnichannel 52

Omnichannel Customer Service Social Media Touchpoint 52

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.

Retail

Zonka Feedback

SEPTEMBER 27, 2023

Delighted is a popular self-serve experience management platform that enables businesses to gather actionable customer, product, and employee feedback.

Customer Feedback 59

Customer Feedback 59

Customer Think

SEPTEMBER 26, 2023

Understanding what will motivate a potential customer to buy your products or services is a critical prerequisite to developing an effective marketing strategy and creating compelling marketing communications. As thousands of marketers will attest, thi.

Innovation 64

Innovation 64

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. But here’s the truth: employee engagement isn’t just a nice-to-have; it’s a game-changer that can either make or break customer satisfaction. Picture this: A disengaged employee, trudging through their workday, overwhelmed with stress, and struggling to maintain focus.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Touchpoint 52

Execs In The Know

SEPTEMBER 28, 2023

Building customer trust and loyalty are the cornerstones of any good business strategy. Customer loyalty, the art of forging a lasting bond between a brand and its customers, is akin to having a cherished local pizza shop your family unfailingly orders from or a signature clothing brand that tops your list when it’s time to replenish your wardrobe.

CX 52

CX Artificial Intelligence Customer Loyalty Retail 52

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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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