How to choose the best experience management software in 2023
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
Callminer
MAY 8, 2023
Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.
Adrian Swinscoe
MAY 24, 2023
Any regular readers of my posts here on Forbes will probably have realised by now that I am partial to a bit of research and, in […] The post The state of customer engagement: Progress, work to be done and a delicate balance first appeared on Adrian Swinscoe.
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Inside Customer Service
MAY 25, 2023
If you want to solve a customer service problem, go and see it. That's a performance observation. It's a process for observing employees doing their work to understand how they currently do things and what can be improved. It's a go-to technique for improving performance, designing training, or identifying best practices. You might worry employees won't be truthful if you observe them.
Bill Quiseng
MAY 3, 2023
Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Beyond Philosophy
MAY 11, 2023
We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.
Customer Think
MAY 25, 2023
Image source: Canva for free It’s no coincidence that the more knowledgeable you are about email marketing strategies, the better your results are. Below I’ll share some easy ways you can make your emails better. Sometimes, the smallest tweaks can get you spectacular results.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
MAY 15, 2023
This is a guest post by Likitha Andugula, Marketing Analyst at Upshot.ai With the advent of digital devices and technology, we have been accustomed to having […] The post How to improve patient experience using gamification? first appeared on Adrian Swinscoe.
Inside Customer Service
MAY 11, 2023
You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.
ClearAction
MAY 25, 2023
Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.
Beyond Philosophy
MAY 6, 2023
Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.
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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.
Bill Quiseng
MAY 24, 2023
A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.
Callminer
MAY 5, 2023
Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.
Adrian Swinscoe
MAY 19, 2023
Today’s interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today […] The post There’s no point having a fast bike, if you don’t know how to ride it – Interview with Jerry Haywood of Boost.ai first appeared on Adrian Swinscoe.
Customer Think
MAY 10, 2023
Source: Canva The more you understand email marketing, the clearer picture you see that it’s really about personal connections. Whether a list is small or massive, your most imperative task is strengthening the relationship with your subscribers. You’ll please your customers, and you’ll enjoy more effective marketing.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
ECXO
MAY 15, 2023
Image source: SAS If you’re a marketer, chances are you’ve heard about MadTech. But if you haven’t, don’t worry – it’s never too late to join the party. So let’s dive into what MadTech is, why it’s important, how we got here and three tips you can use to get ready for marketing in a world driven by MadTech. What is MadTech? The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute.
Fonolo
MAY 23, 2023
Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly. But did you know that hyper-personalization in the contact center is one of the best ways to delight your customers? It’s true! Customers want to feel seen. Deloitte reports that 90% of people are attracted to hyper-personalized advertising content, and customers are quickly coming to expect it.
The DiJulius Group
MAY 1, 2023
Every so often I like to discuss several related topics under one umbrella. The underlying theme here is the power each member of every organization has to offer its customers either a true secret service company experience, where the customer journey has an almost magical flow or one that causes the customer to ultimately jump. Read Full Article The post Of CEOs, Mice & Men: Great Leadership Leads To A Great Customer Experience appeared first on The DiJulius Group.
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.
Speaker: Megan Burns, Founder and Principal of Experience Enterprises
You can have the best CX strategy in the world, but if you can't get your organization to execute it you may as well have nothing. Unfortunately, that's the biggest challenge most CX leaders face: galvanizing people outside their team to take action on - and ultimately ownership of - CX work. This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so
Adrian Swinscoe
MAY 11, 2023
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the […] The post PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Customer Think
MAY 8, 2023
The era has turned digital. So, enterprises around the globe are using digital transformation to drive business success. With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience.
Totango
MAY 17, 2023
Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei
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.
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Since the inception of cookies in 1994, advertisers and brands have come to depend on them as a tool to help websites remember users. Consumers have tolerated them as a necessary cost of doing business online, even as they’ve grown to loathe them. As the end of third-party cookies looms ever closer, some consumers are rejoicing in their demise while many advertisers and brands worry about how they’ll move forward without them.
The DiJulius Group
MAY 15, 2023
The Great Reshuffle continues as the shortage of front-line and hourly workers is still strongly felt across the labor market by industries in the private sector including airlines, gyms, hospitality, all manner of office environments, and elder care, to name just a few. Organizations are struggling with finding, hiring, and keeping good people yet ageism.
Callminer
MAY 23, 2023
Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.
Bill Quiseng
MAY 17, 2023
Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.
Customer Think
MAY 16, 2023
In our fast-paced and predominantly digital world, businesses are constantly searching for ways to create seamless, integrated marketing campaigns. Omnichannel marketing has emerged as a powerful strategy to engage customers across various channels, both online and offline. In essence, it’s about providing a consistent, personalized experience for consumers, regardless of the touchpoint.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Adoption and innovation are swift and ongoing. Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. These challenges include the retirement of the baby boomer generation, low unemployment, the recession, and consumer trends that call for proactive customer engagement. 2023 is around the corner and as
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.
Fonolo
MAY 16, 2023
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential.
The DiJulius Group
MAY 8, 2023
Have you ever been in a meeting where as soon as the most senior leader in the room starts to share what they think, the brainstorming and volleying of ideas cease? The conversation becomes completely reoriented around their thoughts. Most leaders, including me, feel like it is our job to state the challenge or opportunity. Read Full Article The post Great Leaders Speak Last appeared first on The DiJulius Group.
Callminer
MAY 17, 2023
Companies that haven’t leveraged call center analytics are often unsure about how it works. Find out what call analytics are and the benefits they provide.
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JUST RELEASED! The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus the phone amongst 18–35-year-olds—the first time online chat has eclipsed phone! At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.
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