Adrian Swinscoe
APRIL 23, 2024
About a year ago, I spoke to Luc Dammann, President EMEA at Adobe, about some new research that Adobe had just published. The research found that […] The post New Adobe research: Generative AI is changing what consumers expect from brands first appeared on Adrian Swinscoe.
C3Centricity
APRIL 23, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
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The DiJulius Group
APRIL 24, 2024
Is your company’s watchful AI eye crossing the line into employee privacy? On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience.
eglobalis
APRIL 23, 2024
Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges The post Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges appeared first on Eglobalis.
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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.
Adrian Swinscoe
APRIL 20, 2024
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.
Customer Think
APRIL 23, 2024
I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
ECXO
APRIL 24, 2024
gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Intuitive, clear designs make it easier to generate adoption, decrease customer success costs, and help customers adopt the solutions easily with the right onb
TeamSupport
APRIL 24, 2024
Businesses today cannot afford to lag in response times or fumble with clunky support processes. That's where the magic of simplified ticket management comes into play. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.
Customer Think
APRIL 23, 2024
Businesses have access to more customer data today than ever before. However, this abundance of information comes with increased customer scrutiny—customers are increasingly, and justifiably, opinionated about how their data is used, especially with the growing adoption of AI.
cxservice360
APRIL 24, 2024
Optimizing productivity is crucial for maintaining competitiveness and attaining sustainable growth in today’s fast-paced business world. Service automation is an effective technology that companies may The post 5 Ways Service Automation Can Supercharge Your Business Productivity 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.
Experience Investigators
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships.
TeamSupport
APRIL 23, 2024
In an industry where both innovation and solid relationships are vital, cutting-edge technology plays a significant role in business success. Customer support in manufacturing is not just a service, but a commitment to nurturing a long-term partnership. This industry is full of complex machinery and detailed processes. Utilizing relevant technology provides a streamlined, simplified direction to establish sustainable growth and stay competitive.
Customer Think
APRIL 23, 2024
Behind every great customer experience (CX) is a happy, satisfied customer. According to Zendesk’s 2023 CX Trends Report, 60% of consumers choose to purchase from a brand over another based on the service they expect to receive So, it’s no wonder that more and more companies are focused on providing the best customer experience.
Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective
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.
Experience Investigators
APRIL 23, 2024
“Where should unique customer experiences fit in our prioritization of projects, and how do we show value in situations where the number of customers impacted may not be high?” Discover the paramount importance of empathy in crafting a brand’s reputation and fostering unwavering customer loyalty, especially through the delicate handling of unique customer issues.
SurveySensum
APRIL 22, 2024
In the current age of the cybersecurity world, revenue in the Cybersecurity market is projected to reach US$183.10bn in 2024. Hence, characterized by periodical data breaches and growing cyber threats, conserving customer trust stands as a crucial priority for businesses. Cybersecurity plays an important role in building and sustaining this trust. It’s vital for businesses to grasp the diverse ways cybersecurity influences customer trust to succeed in the digital era.
Customer Think
APRIL 23, 2024
The healthcare industry is undergoing a digital revolution, with mobile apps playing a pivotal role in transforming patient experiences and healthcare delivery. What’s the driving force behind this trend? – Well, it’s simple! Users want more personalized experiences in accessing healthcare services.
TeamSupport
APRIL 23, 2024
When it comes to support, every second counts. The constant barrage of support tickets can often feel like a relentless wave, threatening to overwhelm even the most seasoned support teams. Amid this tumultuous sea of demands, the siren song of automation calls out – promising a haven of efficiency and tranquility. TeamSupport, with its cutting-edge automation features, emerges as the guiding light for software support teams navigating these treacherous waters.
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?
Help Scout
APRIL 23, 2024
Learn what service desk software is, why your IT team should make the investment, and a few interesting options if you’re ready to take the next step.
SugarCRM
APRIL 23, 2024
On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with Jill Rowley , Strategy & GTM Advisor at Stage 2 Capital. Jill is a trailblazer in social selling and digital sales transformation, renowned for her dynamic approach to reshaping the role of sales and companies around the world. With an impressive sales track record spanning over 20 years, including pivotal roles at Eloqua and Marketo, and now as a sales consultant, she’s a powerhouse of innov
Customer Think
APRIL 23, 2024
For retailers with vast global supply chains, managing hundreds of disparate sites from manufacturing, and warehousing, to stores and customer delivery, and having to deal with geo-political and economic issues disrupting the entire chain of events, the prospect of getting an overview of their sustainability impact is, to put it mildly, a challenge.
Hodusoft
APRIL 24, 2024
A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. It found its way into mainstream media and pop culture after Jon Postel, the legendary American computer scientist who made several important contributions to the development of the Internet, famously said: “But I do have a computer at home and a pretty good ISDN connection.
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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
Help Scout
APRIL 24, 2024
Discover key customer service survey questions to enhance your business and drive customer satisfaction.
SugarCRM
APRIL 23, 2024
On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with Jill Rowley , Strategy & GTM Advisor at Stage 2 Capital. Jill is a trailblazer in social selling and digital sales transformation, renowned for her dynamic approach to reshaping the role of sales and companies around the world. With an impressive sales track record spanning over 20 years, including pivotal roles at Eloqua and Marketo, and now as a sales consultant, she’s a powerhouse of innov
Customer Think
APRIL 23, 2024
Freshworks customers can access Playvox's suite of AI-powered workforce engagement solutions to forecast workloads and better manage their workforce
Helpt
APRIL 23, 2024
Imagine you have a problem. You scour the internet for a solution. Maybe you start with Google, and then you move to YouTube to get a visual explanation. Maybe you even tap into the hot solution of the time: ChatGPT, or even a bit spicier, Gemini. Finally, your options are exhausted so you decide to pick up the phone, look up the support number, and entrust your future to the person who picks up the phone.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Help Scout
APRIL 22, 2024
Discover how to boost customer satisfaction with tips on personalization, CSAT surveys, and proactive engagement.
Execs In The Know
APRIL 22, 2024
There was a time when we thought CX technology was evolving steadily—but it turns out, it was actually quite stagnant until very recently. Nowadays, it’s changing so rapidly it’s hard to keep up, largely due to the swift advancements in artificial intelligence and a surge in consumer demand for AI and automation. This rapid evolution means that the industry buzzword “transformation” is itself transforming.
Customer Think
APRIL 22, 2024
Enhancement introduces advanced functionality tailored specifically for Salesforce Data Cloud, positioning Metazoa Snapshot as the go-to solution for comprehensive org management and data governance
Customer Think
APRIL 22, 2024
Scratch-Offs and Interest Signals in Litmus Personalize along with Image Monitoring in Litmus Email Guardian empower marketers to captivate subscribers, drive revenue, and harness insights
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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