April, 2024

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Customer Service Foundations Training Plan

Inside Customer Service

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.

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How to maximize AI's impact with workflows

Callminer

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.

AI 182
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Trending Sources

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Episode 500: Some reflections on the last 13 years

Adrian Swinscoe

In today’s episode of the Punk CX podcast, there is no interview. Why? Because today, I am celebrating the 500th edition of the podcast! Woop! Woop! […] The post Episode 500: Some reflections on the last 13 years first appeared on Adrian Swinscoe.

CX 147
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Bill Quiseng - Untitled Article

Bill Quiseng

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours. Customers seek the best emotional value in their experience.

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Reimagine Your Communications With A Unified Platform

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.

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Data: The Secret Weapon in Winning the Battle for Consumer Attention

Customer Think

It is both intriguing and worrisome that our attention span has diminished to just eight seconds, which is even shorter than that of a goldfish. Over the past two decades, we’ve seen a 30% decline in our ability to focus. In our fast-moving world, advertisements hold our attention for merely 1.

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Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio

ECXO

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Join us for “Delving into Digital Conversations for Business Survival or Irrelevance,” featuring Paolo Fabrizio , one of the leading authorities in Europe on this key subject.

B2B 109

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How to Craft Compelling Stories to Unlocking True Customer Engagement

Beyond Philosophy

“Did I tell you about the time I …” These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human experience. In today’s world, storytelling is crucial in various aspects of business, including marketing.

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Two thirds of UK customers may be vulnerable but not obviously so

Adrian Swinscoe

Last year, I spoke to Darren Rushworth, President of NICE International, about the UK’s Financial Conduct Authority (FCA) new Consumer Duty regulations and how they were […] The post Two thirds of UK customers may be vulnerable but not obviously so first appeared on Adrian Swinscoe.

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Product News – March 2024

Lumoa

content Lumoa Product News for March 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the v

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New Report: Key Trends in B2B Content Consumption

Customer Think

The lead generation experts at NetLine just released their “2024 State of B2B Content Consumption & Demand Report,” a meaty 38-page guide based on data from more than 6 million content registrations.

B2B 119
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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.

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Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience

ECXO

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. This might sound like an unusual juxtaposition, but bear with me as I draw parallels between these two seemingly disparate fields. Quantum physics, the study of the infinitesimally small, can teach us some intriguing lessons about enhancing customer experience, which plays a monumental role in the gl

CX 111
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Customer Complaints: The Sound of Silence in Corporate Communication

The DiJulius Group

Years ago, one study revealed that customers would rather go to the dentist instead of calling a company’s contact center. Big corporations have now solved that issue by making it virtually impossible to contact them. A new study sheds light on a significant obstacle: the absence of a contact phone number on the homepage of. Read Full Article The post Customer Complaints: The Sound of Silence in Corporate Communication appeared first on The DiJulius Group.

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Privacy vs. Personalization: Striking the Right Balance to Drive Success

Beyond Philosophy

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they’re being watched. Therefore, it is important to remember that context and who’s doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure.

Gaming 89
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Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins

Adrian Swinscoe

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.

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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.

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How to Power up Your B2C Marketing Strategies with Surprising B2B Secrets

C3Centricity

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

B2C 90
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A Positive Emotional Experience = Good for Customers, Profitable for You

Heart of the Customer

Having the best customer experience pays. But what is the value of having the best customer experience? There’s plenty of data that shows that customer experience pays. The most compelling is Watermark Consulting’s tracking of stock prices. The company simulated purchasing the stock of CX Leaders (the ten top-performing companies in customer satisfaction on annual […] The post A Positive Emotional Experience = Good for Customers, Profitable for You appeared first on Heart of the Customer.

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The Story of Jose – A Tale About Customer Experience

ECXO

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Now, Jose was not your everyday, ordinary lion, oh no, he was much more than that. He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked.

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AI is Replacing Employees; Will it Create an Employer’s Market?

The DiJulius Group

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.

AI 98
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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?

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Do You Really Understand Your Customer’s Hidden Motivation? Here’s How to Do This…

Beyond Philosophy

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.

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You don’t get promoted for teaching people how to wash their hands – Interview with James Lawther

Adrian Swinscoe

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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Customer Success + Sales = Revenue Retention: Insights from Totango Leaders

Totango

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89
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How to Improve CSAT Score – 6 Step Strategy

Comm100

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.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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The Majestic Dance between AI and Humans in CX

ECXO

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is a symphony of interactions that a customer has with a business, a vivid tapestry woven from the threads of every touchpoint, every communication, and every solution used.

AI 111
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The Human-Centric Approach

The DiJulius Group

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” Technological innovations are exploding with the rise of artificial intelligence (AI) and machine learning (ML). As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And, Read Full Article The post The Human-Centric Approach appeared first on The DiJulius Group.

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Privacy in the Age of Personalization: Striking the Right Balance

Beyond Philosophy

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: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

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A comprehensive guide to Customer Data Platforms in 2024

Adrian Swinscoe

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.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

Speaker: Donna Weber - Customer Onboarding Expert

Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.

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Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one.  

Bill Quiseng

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

CX 84
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How Sales Enablement Supports Customer Experience

Customer Think

As customers become more informed, businesses must shift from selling to enhancing customer experience. This needs quality offerings and the ability to provide seamless, personalized experiences. This is where sales enablement comes into play.

Sales 83
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Predictive Customer Service: AI’s Role in Anticipating Needs

Comm100

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

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8 Voice of Customer Keys to CX ROI

ClearAction

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. These are revenue roadblocks. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly.

CX 62
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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.