Sat.Mar 16, 2024 - Fri.Mar 22, 2024

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What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures

Adrian Swinscoe

Today’s interview is with Jamie Smith, who is the Founder and CEO of Customer Futures Ltd, an advisory firm helping businesses seize the opportunity around disruptive […] The post What happens when you give data back to people? – Interview with Jamie Smith of Customer Futures first appeared on Adrian Swinscoe.

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Pods in Customer Success vs. Sales: A Side-by-Side Comparison

SixteenVentures

Pods, a collaborative team structure, have been around for several years but have become increasingly popular in both Customer Success (CS) and Sales, especially as the former has become even more efficiency-focused in the past year. While Pods share some similarities between Sales and Customer Success, their core objectives and functionalities differ based on the […] The post Pods in Customer Success vs.

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Zendesk WFM: Introducing customizable business hours in Forecast

Zendesk

Ask and you shall receive in the form of forecast flexibility! You can now show staffing forecasts based on operational hours right inside Zendesk WFM. When working to support customers we’re usually looking at two request scenarios – live channels such as chat and voice in which we are helping our customers in real-time, and non-live channels such as emails and web forms in which we set expectations with our customers that we will get back to them within a specified amount of time (

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Zeda.io Unveils Insights 2.0: The New AI Copilot Redefining Product Management

Customer Think

The new AI copilot is shaping the Voice of Customer insight into demonstrated product-led revenue

AI 52
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, 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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Empower Your Customers: Self-Service Solutions with TeamSupport Software

TeamSupport

In today's fast-paced world, customers require quick solutions to their problems. This is where self-service support comes in handy, allowing customers to find answers independently, thus saving time for both the customer and the support team. Let's just get right into it! Together we will delve into how implementing self-service support with TeamSupport can be a game-changer for your business.

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5 ways WFM for agents is great – explained by a former agent

Zendesk

Everyone has needs – our customers, our company, and the agents too. I was an agent (I’m now a Customer Success Manager) so I get this side of the barricade better than most. WFM gives us agents the ability to bring needs together to improve customer experience, get the resources we need to do our job well, and the best work-life balance possible.

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Shaping the future of service operations with Zendesk’s Workforce engagement management solutions

Zendesk

Delivering superior service experiences requires organizations to improve their internal service operations first. With the latest advancements in artificial intelligence, these organizations have the opportunity to make their service processes more efficient, which allows service agents to deliver both speedy and quality service interactions with their customers.

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Optimizing service efficiency: a guide to Zendesk’s workforce engagement solutions

Zendesk

In the current landscape of customer service, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is best positioned to help companies navigate these challenges. Our AI-driven capabilities in workforce management (WFM) and quality assurance (QA) are tailored to optimize service operations, enabling organizations to not only meet but exceed customer expectations with better

AI 52
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Improving employee experience to improve customer experience

Zendesk

It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell the products, service the products, or deliver the services, you have no customer experience. They are critical to building that experience – and to delivering it. When I first start working with new clients, I interview the executive team, a sampling of employees across all departments, and a sampling of customers across various personas.

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Default reports is the key to long-term agent attendance reports

Zendesk

Not only is this going to be a great feature long term (we have some fun default reports on our roadmap), but we started by populating your first default report with a banger – the (much anticipated) long-term Attendance report! In Reports – under the Reports Templates, we’ve now broken down two options; Default reports and Custom reports.

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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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Never Misunderstand The Customer: Cordial’s AI Strategy Delivers Greater Brand Impact

Customer Think

With its unrivaled data platform, Cordial's AI strategy and capabilities lay a foundation of deep understanding to transform customer experience

AI 40
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LeapXpert Launches Communication Intelligence Solution — Maxen

Customer Think

New enterprise AI application boosts relationship manager productivity and enriches client interactions

AI 40