CallMiner Product Innovation Series: June 2023
Callminer
JUNE 2, 2023
CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.
Sat.May 27, 2023 - Fri.Jun 02, 2023
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Data silos: The silent killer of great customer experience
Adrian Swinscoe
JUNE 2, 2023
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […] The post Data silos: The silent killer of great customer experience first appeared on Adrian Swinscoe.
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Why employee experience is the missing link in Europe’s CX plans
eglobalis
MAY 31, 2023
Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.
Four Trends That Matter to Customers and How Brands Can Resonate
Customer Think
MAY 30, 2023
We’re living in a time of transformation. As is such, it should come as no surprise people are critically evaluating what type of future they want to create and be a part of. While trend reports are a valuable tool for better understanding customers, business success relies on much more than recognizing the trends.
The Pragmatic Path to Composability: Adapting to the Future through Modularity
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.
What is brand intelligence? Definition, tools & more
Callminer
MAY 29, 2023
Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.
Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada
Adrian Swinscoe
MAY 30, 2023
Today’s interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the […] The post Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada first appeared on Adrian Swinscoe.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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Contact Center Workforce Management Best Practices
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.
Are You Spending Enough Time Experiencing Your Own Customer Experience?
The DiJulius Group
MAY 30, 2023
With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. What about you? Read Full Article The post Are You Spending Enough Time Experiencing Your Own Customer Experience?
IoT and Chatbots Development: The Next Big Thing in Technology
Customer Think
MAY 30, 2023
Connectivity rules the world and is considered highly crucial. At such times, two innovative concepts have taken center stage: IoT (Internet of Things) and bot development. Fusing these cutting-edge technologies has become popular, revolutionizing how we interact with devices and machines.
How AI can help businesses hedge against uncertainty
Zendesk
MAY 30, 2023
In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency, and meet rising customer expectations at a time when many are being asked to do more with much less.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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.
Chatbots: Empowering Customer Service Amid Turbulent Times
TeamSupport
MAY 31, 2023
Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.
In Today’s Competitive Market, AI is the Key to Winning Customer Loyalty
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
Chatbots powered by Natural Language Processing for better Employee Experience
Customer Think
JUNE 1, 2023
Artificial intelligence is making great strides in our day-to-day life and chatbots like ChatGPT are simulating human conversations quite fluently.
It’s all about context stupid! Why most businesses fail to take this into account
Beyond Philosophy
JUNE 1, 2023
Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.
Reimagine Your Communications With A Unified Platform
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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.
Service Level Agreement Compliance: How to Track Your SLAs
CSAT.AI
MAY 31, 2023
Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of creating these agreements if they aren’t adhered to. The right tools track your service level agreement compliance and evolve your SLAs.
From Transactions to Relationships: How to Perfect Omnichannel Customer Experiences
Qmatic
MAY 31, 2023
Experience matters in the world of retail banking. Those that can deliver a seamless and consistent omnichannel customer experience report higher recommendation rates, a higher share of deposits, and a greater likelihood of increasing their portfolio of new products and services.
How to Give Customers a 5-Star Checkout Experience
Customer Think
MAY 30, 2023
IMAGE SOURCE – Adobe Stock —- Are you giving your customers a 5-star checkout experience when they visit your website? If not, you may be missing out on countless sales and engagement opportunities. In today’s fast-paced digital landscape, online shoppers have more options than ever before.
Context is king! Why too many organizations fail to understand this
Beyond Philosophy
MAY 27, 2023
Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
5 Marketing Strategies to Increase Enrollment (without blowing the budget)
Comm100
MAY 31, 2023
The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.
The Key to Great Customer Experience Design
MyCustomer Experience
MAY 31, 2023
Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction.
How To Make The Most Of Paid Loyalty Programs: 5 Rules
Customer Think
MAY 30, 2023
It’s no revelation that consumers like to get free stuff. If a loyalty program can convince its members that they’re getting something for free even when they’re paying for it, then it’s got the right stuff.
8 Essential Skills for CX Professionals
cxservice360
MAY 29, 2023
In today’s competitive business landscape, the ability of a brand to provide consistently positive customer experiences has become a crucial factor for success. Customers have The post 8 Essential Skills for CX Professionals appeared first on CXService360.
Software Composition Analysis: The New Armor for Your Cybersecurity
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?
Top NPS Tools for Pipedrive: Amplify Sales and Customer Satisfaction
Zonka Feedback
JUNE 1, 2023
Combine Net Promoter Score (NPS) with the powerful CRM capabilities of Pipedrive to nurture stronger customer relationships, make data-driven decisions, and boost customer loyalty. Customer satisfaction is the cornerstone of any successful business, and understanding your customer's needs and preferences is key to driving growth. In today's competitive landscape, having the right tools to measure and improve customer loyalty is essential.
How to get Compensation from an Airline
The Customer Service Blog
JUNE 2, 2023
It’s that time of year when people are booking holidays abroad and looking forward to some sunshine in a country that is warmer and drier than the United Kingdom! For most of us, everything goes to plan and we enjoy a week (or more) of fun and relaxation. But on occasions things do go wrong, as I discovered myself a few years ago when flying to Venice from Manchester Airport, and we were not allowed onto the flight because of a problem at the check-in desk.
Can Marketing Content Trigger a B2B Buying Process?
Customer Think
JUNE 1, 2023
Most B2B marketers recognize that their toughest competitor isn't usually a company offering an alternative product or service, but rather what their potential buyers are already using or doing. No sale can be made unless potential buyers first becom.
Preparing your CS team for the age of AI: Hear the latest thoughts from leaders in the space
Intercom
JUNE 1, 2023
The world of customer service is rapidly changing, fueled by the transformative power of AI. As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. From introducing new roles to designing new conversational flows and integrating new products and services to augment your team (like our new GPT-4-powered chatbot Fin ), the ability to a
How Retailers Are Transforming Customer Experiences with Data & AI
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.
5 Overlooked Tips for Hosting a Great Online Event
Zonka Feedback
JUNE 2, 2023
Virtual events provide an excellent opportunity for global networking and engagement, but they also come with unique challenges. To make your online event a success, it is important to create unforgettable experiences while harnessing the true potential of technology. Let us explore some tips to help you achieve this. In recent years, virtual events have become increasingly popular as they offer people from all over the world the opportunity to network and engage without being bound by physical
The importance of customer feedback and review management
CallCare
JUNE 1, 2023
It’s easy to feel overwhelmed by the sheer volume of feedback you receive from customers online. And the fact that reviews and testimonials are often scattered over multiple platforms and sites can make effective customer feedback management p articularly difficult. However, it’s crucial to get to grips with this aspect of customer service. Doing so can strengthen your business and help you to avoid a range of potentially serious problems.
Is Resolving the Customer’s Issue Good Enough, or Can We Do Better?
Customer Think
MAY 30, 2023
Image by StockSnap from Pixabay As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp.
The Ultimate Guide to NPS Benchmarking in Retail
SurveySensum
JUNE 1, 2023
Retail businesses thrive on repeat customers. Therefore understanding these customers isn’t just helpful but essential. And the simple and effective tool to achieve this is the Net Promoter Score (NPS). The NPS score of your business determines how loyal your customers are and how likely they are to recommend you to others. Higher NPS scores indicate you have more customers to promote your business.
7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus
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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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