CSAT.AI
APRIL 19, 2023
Documented customer complaints have been around since, well since the first record of one in 1750 BC (which was much harder a complaint to make than sending an email). Closed tickets are happy customers. Or are they? Just like a fast moving deli counter, it’s true that the faster tickets are closed the better CSAT tends to be. However, this is only true if the customer issue is actually answered.
Intercom
APRIL 20, 2023
The reasoning is pretty straightforward: If you invest in the customer experience, it’ll improve. But by how much? And where’s the proof? Say you’re the Head of Customer Experience. You’re in a budget meeting with the rest of the C-suite, prioritizing strategies for the year ahead, and you present a project you believe will significantly improve customer experience across the customer journey – maybe even improve CSAT or NPS by a couple of points.
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Adrian Swinscoe
APRIL 18, 2023
This is a guest post from Jill Goodwin, a Content Master & Writer of Amazing Ideas. Invoices may seem like purely procedural documents. But what […] The post Are invoices the key to improving the quality of your customer service experience? first appeared on Adrian Swinscoe.
eglobalis
APRIL 18, 2023
Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.
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.
Customer Think
APRIL 16, 2023
While people are hesitant to accept the likely reality that we are heading into a recession, we’re seeing higher interest rates, less venture capital funding, and widespread layoffs in the tech industry. Despite the uncertainty, there’s some good news: even if we are facing a recession, these moments are temporary.
Totango
APRIL 18, 2023
Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Zendesk
APRIL 18, 2023
Every business wants to understand what makes buyers come and what makes them go. Customer journey mapping is a simple yet powerful way to gain those insights. A customer journey map frames customer behavior as a story, providing a visual overview of the experiences consumers go through when interacting with a company. Much like the plot of a romance movie, a customer journey map starts with a consumer who has an unmet need, leading to a fateful encounter with a company that either turns into a
Customer Think
APRIL 21, 2023
Introduction Though the pandemic is over, the retail industry is still contending with serious challenges when it comes to demand. Economic uncertainty and skyrocketing inflation are making consumers more conservative with their finances, as well as more particular about their in-store experience. Now more than ever, customer service can make or break consumers’ purchases.
The DiJulius Group
APRIL 19, 2023
Is a recession coming? Are we already in a recession? One thing is for certain, we have been in a customer service recession since the end of the pandemic. However, unlike every other recession, this one is optional. It is an opportunity for the brands that focus on the experience they deliver to both employees and customers. Read Full Article The post Announcing the 2023 Customer Service Revolution Conference Lineup appeared first on The DiJulius Group.
Beyond Philosophy
APRIL 20, 2023
I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. So, let’s start at the bottom, my worst decisions, beginning with… Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!
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.
Zendesk
APRIL 20, 2023
Despite the hype, AI isn’t here to replace your human agents. Quite the contrary, when human agents and AI join forces, they form a powerful CX team—one that builds on their strengths, while minimizing their weaknesses. Your agents shouldn’t be bogged down by the busy work. With AI in their corner, they can instead focus on the tasks that make a difference.
Customer Think
APRIL 16, 2023
With ongoing shifts in the economic climate, customer retention continues to be a main focus—and in many cases, it has become even more important in 2023. According to a report by Twilio, in the face of recession, 67% of businesses are shifting focus from customer acquisition to customer retention. So, what’s working vs.
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation ? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers.
Beyond Philosophy
APRIL 15, 2023
We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Believe it or not, we are thankful for them. One learns a lot from one’s mistakes or at least that is the hope. Some of the calls were good ones, though, and we are thankful for those, too. Perhaps, even we two, like the blind squirrel, can find a nut once in a while.
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The DiJulius Group
APRIL 17, 2023
Caring for your employees does not just impact their professional lives and the company’s bottom line. It is impossible to separate one’s professional life from their personal life. If an employee is miserable at their job and works in a toxic environment, their psychological well-being will be impacted. There is an inevitable spill-over effect making.
Customer Think
APRIL 18, 2023
As consumer spending slows and consumer confidence shrinks in the U.S., it’s time for ecommerce businesses to take a fresh look at data-driven strategies for delivering best-in-class CX, enhancing or expanding their sales channels, and optimizing value for customers.
Steven Van Belleghem
APRIL 18, 2023
1. Smarter chatbots There is an entirely new generation of chatbots on the rise. The old chatbots were scripted and came across as very artificial and to be honest, often quite inefficient. Only a while ago, CX practitioners actually believed that chatbots were the worst channel for customer experience delivery ; with just 6% saying their organization delivers a “very good” or “good” CX through the channel.
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. Free Download: Automation Strategies to Future-Proof Your Contact Center New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions.
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.
C3Centricity
APRIL 18, 2023
As a leader, you know that customer centricity is critical to the success of your business. However, it is not enough to pay lip service to this concept; you must make it an integral part of your company’s culture and business strategy. In this post, we will explore what customer centricity means, why it is essential, and how you, as a leader, can successfully lead a customer-first strategy adoption in your organization.
Customer Think
APRIL 18, 2023
As we continue to navigate the new normal shaped by the social and economic upheaval of the last few years, customer expectations have shifted, permanently. More than ever, the quality of experience companies can deliver for customers will depend on their ability to not just maintain, but to level up their digital capabilities.
cxservice360
APRIL 19, 2023
Imagine you visit a store and buy some items and then you receive a survey asking you about your experience at the store. You fill The post The Practical Guide to Closing the Feedback Loop and Delighting Your Customers appeared first on CXService360.
Doing CX Right
APRIL 16, 2023
Zach Picon, Co-owner of Crewfare, shares how he and partners are disrupting the travel industry and tactics to gain a competitive advantage that's applicable to your business too. The post The Competitive Edge: How Disruptive Start-Up Is Winning with Customer Experience appeared first on Doing CX Right.
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?
SurveySensum
APRIL 21, 2023
Formstack is an online survey builder that helps businesses create custom forms, surveys, quizzes, and more. It offers a drag-and-drop interface, making it easy to create and design forms. The tool also provides various templates for the purpose, which are customizable to users’ needs. But like every other tool, Formstack has its drawbacks. This includes weak customer support, limited integrations, and a steep learning curve.
Customer Think
APRIL 20, 2023
It’s Saturday morning, and you’re browsing online for shoes. The perfect pair catches your eye, and you click “buy.” Later that day, you decide the shoes would look great with pants you already own, but you need a shirt or sweater to pull the whole look together.
VOZIQ
APRIL 21, 2023
A McKinsey customer analytics adoption survey shows a staggering gap between high and low-performing companies based on multiple growth drivers. For example, companies that leverage customer analytics extensively retain over five times more customers than their competitors that evaluate their data sporadically. They are also about 18 times more profitable than the latter.
ECXO
APRIL 21, 2023
Formato convencional24 In partnership with SAS , the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation with Emma Sutton , Kevin Scanlon , and Carlos del Corral on April 26th at 2 PM CET or 1 PM GMT. Digital and Human engagement are where your company experience starts; let’s learn from the best companies how to do that right with your company flavor.
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.
cxservice360
APRIL 21, 2023
Creating and distributing messages that successfully convey a company’s ideals, goods, and services to the audiences is the art of corporate communications. Building a positive The post The Art of Corporate Communications: 10 Strategies for Effective Business Messaging appeared first on CXService360.
Customer Think
APRIL 18, 2023
Now is the time for the skill set, mindset, and tool set of ValueSelling In addition to the economic inflation we’re all facing, there’s inflation of information, too.
Logicalware
APRIL 21, 2023
The foundation of every strategy is a solid understanding of the customer. In customer support strategies, this is perhaps the most important ingredient. But with 56% of customers stating that companies treat them as a number and 73% of customers expecting companies to understand their unique needs and expectations, it seems that customer feedback should be top of mind for contact centre leaders [1].
Zendesk
APRIL 20, 2023
It’s Zendesk Relate season, arguably our most exciting time of year. Please join us May 10 for our flagship conference, where we’ll unpack all things CX, including our new OpenAI integration and the future of Zendesk AI. And if you’re in the San Francisco Bay Area and can join us in person , we have a full day of programming, including three cornerstone keynotes: Opening keynote Our opening keynote will be broadcast five times over the course of 24 hours to connect with our global community.
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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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