Callminer
APRIL 3, 2024
Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.
Adrian Swinscoe
APRIL 2, 2024
Today’s interview is with James Lawther, Director at Squawk Point Consulting and Author of ‘Managed by Morons: The Path to a Thriving Organisation’. James joins me […] The post You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther first appeared on Adrian Swinscoe.
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Beyond Philosophy
APRIL 5, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.
Execs In The Know
MARCH 31, 2024
During her keynote address at Customer Response Summit (CRS) in Tucson, Tracy Sedlak, Senior Vice President of Customer Success at Offerpad and Execs In The Know Board Member, tackled the pivotal aspects of CX and the Voice of the Customer (VOC), weaving together insights and strategies critical for leadership. She began by emphasizing the dynamic nature of customer expectations, which are continually shaped by technology and societal shifts.
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.
The DiJulius Group
APRIL 1, 2024
Effectively, AI is Replacing Employees AI Tool that Does the Work of 700 Full-Time Employees In a Forbes article, Klarna’s New AI Tool Does The Work Of 700 Customer Service Reps. A Swedish-based company, Klarna, that offers a buy now pay later option, allowing customers to purchase merchandise from retailers on lay-a-way, has recently shared.
Adrian Swinscoe
APRIL 5, 2024
This is a guest post by Aparna M. A., a Content Writer for Kings Research. In the ever-evolving digital landscape, businesses of all sizes are grappling […] The post A comprehensive guide to Customer Data Platforms in 2024 first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Comm100
APRIL 2, 2024
Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.
Bill Quiseng
APRIL 3, 2024
QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one. Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?” Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace
Customer Think
APRIL 5, 2024
We are amid a GenAI revolution. GenAI burst into our personal and professional lives so abruptly in 2022 that many companies are still playing catch up. GenAI has been the fastest technology development in our lifetime. The rapidity of GenAI development continues daily with the emergence of new players, models, and functionality.
Lightico
APRIL 4, 2024
It seems the automotive industry is nearly there with pre pandemic levels, with a remarkable surge in new car sales. J.D. Power and GlobalData’s joint forecast paints a rosy picture , predicting a 12.1% leap (YoY) in new-vehicle sales between March 2023 and March 2024. This increase can be attributed to several factors: lower prices, changing interest rates, pent-up demand post-pandemic, and an ever growing consumer appetite for vehicles; allowing the industry to be on track to have its 4
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Beyond Philosophy
APRIL 4, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.
Bill Quiseng
APRIL 4, 2024
I am honored to be nominated for the 2024 Industry Champion Awards from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices. This prestigious award is presented to industry professionals based on feedback from their connections who vote. Therefore, please support me by voting for me at this link [link] as soon as possible.
Customer Think
APRIL 5, 2024
Customer lifetime value (CLV) is a critical metric for most companies, effectively translating the quality of customer experiences and the strength of customer relationships into financial performance. Because of this, and because CLV measures long-term impacts, it can be uniquely influenced by a company’s loyalty strategies. Brands recognize this, of course.
The Squawk Point
APRIL 1, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices. If you want people to work harder, you must pay them more. The best way to motivate your staff is with a carrot and a stick , and the best way to dangle the carrot (and wave the stick) is to rank people based on their performance and
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.
Execs In The Know
APRIL 5, 2024
On March 14, 2024, at Execs In the Know’s Customer Response Summit in Tucson, Gladly CMO Jason Finkelstein led a panel called “Mastering the Lifelong Customer Conversation Across Channels in 2024 and Beyond” along with other CX leaders — Roy Dunn, General Manager of Member Service Centers at Costco ; Garrett Graham , Head of Client Journey at Truist ; John McCahan , VP of Customer Care at FTD Flowers ; and Kate Showalter , VP of CX Services at Crate & Barrel.
Qmatic
APRIL 3, 2024
Over the past few years, my discussions with clients about how to improve their customer journey management solutions have changed. What was previously a question of turning chaos into order is nowadays a topic on how to enhance the customer experience and improve efficiency. Let us dive into what a great customer journey is, what the benefits are, and how you get there.
Customer Think
APRIL 2, 2024
In the past few years you’ve probably heard some version of the following, more than once: “Disruption is the new normal.” “Organizations need new ways to weather the storm.” “You have to be resilient to survive.” All these sentiments are true.
TeamSupport
APRIL 3, 2024
In today's fiercely competitive business environment, the increasing emphasis on customer experience is a universal truth. This focus on customer needs makes understanding and leveraging an efficient Customer Relationship Management (CRM) tool crucial. One such tool is TeamSupport, a complete client support solution designed to facilitate effective communication and collaboration among business teams.
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?
The Customer Service Blog
APRIL 2, 2024
In my role as a lecturer in Business Studies, I am often asked who is my favourite female entrepreneur. My answer is Anita Roddick, founder of The Body Shop, who tragically died in 2007. Business women like Karen Brady and Jacqueline Gold are often held up as examples of the best British female 'entrepreneurs'. But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Customer Think
APRIL 5, 2024
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices.
cxservice360
APRIL 1, 2024
In today’s customer-centric business environment, the harmonious blend of technological advancements and genuine human empathy forms the backbone of exceptional customer support. PITON-Global, an esteemed The post PITON Global’s Human-Centric Tech Approach to Customer Support Outsourcing In India appeared first on CXService360.
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
APRIL 1, 2024
Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.
Hodusoft
APRIL 1, 2024
HoduCC Named Category Leader in 2024 GetApp Awards GetApp, a trusted online platform facilitating businesses in selecting the most suitable software solutions, has named HoduCC as one of the recipients in the 2024 GetApp Awards. Being recognized as a Category Leader in the 2024 GetApp Awards is not just an accolade for HoduCC—it’s a testament to its unwavering commitment to excellence.
Customer Think
APRIL 5, 2024
In the dynamic realm of modern finance, where innovation is the cornerstone of success, the Banking, Financial Services, and Insurance (BFSI) sector stands at the forefront of technological advancement. Amidst the ceaseless quest to elevate efficiency, refine processes, and redefine customer interactions, a transformative force has emerged – Intelligent Automation.
Help Scout
APRIL 4, 2024
There are several approaches to the software development process that prompt us to focus on specific priorities over others. But which one is best? Get our take in this post from the Help Scout engineering team.
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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
Experience Investigators
APRIL 2, 2024
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
Zonka Feedback
APRIL 5, 2024
Sometimes, customer journeys may seem simple and straightforward, however, your customers go through a variety of stages and experiences before buying your product and actually becoming your customers. Behind a chunk of customers, there is always a group of people who thought of buying a product or service but actually did not convert.
Customer Think
APRIL 5, 2024
We are sometimes asked where user groups stand in relation to customer advisory boards (CABs). While it can perhaps be understandable where perceived overlap may occur in the minds of marketers, the differences, as you might expect from our perspective, are quite significant.
The DiJulius Group
APRIL 3, 2024
Have you ever walked into a store and felt like just another face in the crowd? This episode of The Customer Service Revolution delves into research from Drexel University that underlines the consumer’s desire for authentic interactions in an increasingly automated retail world. John shares a pivotal moment for Starbucks with Howard Schultz’s call to.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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