CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. So, What Went Wrong with NPS?

Airlines 274

Airlines Metrics Accountability SaaS 274

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

Customer Service 351

Customer Service B2B Best practices Customer Experience 351

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. My Comment: How do you improve the ratings your customers give you?

Customer Service 162

Customer Service Customer centricity B2C Government 162

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Sales 106

Sales Outbound sales Revenue potential Accountability 106

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Customer Service 322

Customer Service Advertising B2B Chatbots 322

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Problem with Automated Emails for Customer Support.

Customer Service 383

Customer Service Customer Support Education Personalization 383

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

SEPTEMBER 23, 2022

This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Is it informative?

Brand ambassadors 202

Brand ambassadors Chatbots Self service Contact Center 202

TechSee

DECEMBER 12, 2022

Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. 3 Challenges Field Service Leaders Are Facing.

Customer centricity 124

Customer centricity Technology Enterprise Accountability 124

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. At the intersection of product, customer, and business insights, CS is uniquely positioned to steer businesses through these changing environments. Most expect to see CS emerging as a growth engine.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Integrity Solutions

DECEMBER 20, 2023

A strong belief in your organization’s products and services is one of the key factors that impacts selling success. When you’re convinced that your solutions create real value for your target users, you can’t help but be eager for your customers to enjoy the benefits. It was a profound experience.

Sales 86

Sales Coaching Consulting Consulting 86

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 83

Feedback Consulting Consulting Enterprise 83

AWS Machine Learning

MARCH 12, 2024

Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. Technical architectures need to be implemented in order to make sure that LLMs don’t expose sensitive information during inference.

Chatbots 92

Chatbots Healthcare Accountability Engineering 92

Customer Service Life

DECEMBER 4, 2023

Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Here’s what the customer said: Having a customer service number to contact you would be nice.

Contact Center 100

Contact Center Self service Personalization Accountability 100

VirtualPBX

NOVEMBER 8, 2023

Whether it’s a flooring manufacturer, a financial services firm, or a digital healthcare solutions company, a reliable and feature-rich communication system is vital to streamline operations and boost customer satisfaction. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc. We work from home.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

The Northridge Group

JULY 20, 2023

Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams. In-office work means they can ensure that each employee is being productive, staying on task, and efficiently delivering customer support.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Toister Performance Solutions

JULY 14, 2022

The decision was out of our hands, but our human resources rep explained the company's policies made it clear this employee would be fired. Despite strong talk about integrity and excellent service quality, the real value for our director was image. When leaders face difficult challenges, actions matter more than words.

Accountability 108

Accountability Marketing Customer Service 108

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses.

Best practices 124

Best practices Government Engineering Accountability 124

ChurnZero

FEBRUARY 1, 2024

In a world where employee turnover can instantly jeopardize customer renewals and retention, multithreading is an essential churn reduction strategy. If you have a customer success platform (CSP), you can be able to segment them quickly so your CSMs aren’t overwhelmed, and set up a weekly cadence. A: It’s a common scenario.

Accountability 52

Accountability CRM Sales Enterprise 52

AWS Machine Learning

SEPTEMBER 13, 2023

Searching for insights in a repository of free-form text documents can be like finding a needle in a haystack. A traditional approach might be to use word counting or other basic analysis to parse documents, but with the power of Amazon AI and machine learning (ML) tools, we can gather deeper understanding of the content.

Coaching 102

Coaching Accountability Enterprise Management 102

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Here we explore this complex issue.

Scripts 52

Scripts Call Center Contact Center Customer Service 52

Nicereply

MARCH 14, 2023

Being a support manager is a demanding job that requires constant learning. Every customer support manager has a busy life. But when you’re fighting product fires , helping customers, and managing a team, you can’t afford to waste time on unhelpful books. Priorities are constantly competing. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. What Is Employee Self-Service? Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. All that time adds up quickly.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

JANUARY 25, 2024

Does your contact center “talk the customer talk” but sometimes gets stuck when it comes to matching up customer expectations with service and support delivery by your agents? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Customer Support 52

Customer Support Entertainment Chatbots Self service 52

Select VoiceCom Blog

NOVEMBER 29, 2023

It’s challenging enough to provide excellent products and services, maintain standing, and continue development. But now, they must also consider expanding and improving their services without going over budget and compromising quality. China China’s service outsourcing industry saw steady expansion in the first seven months of 2023.

outsourcing 98

outsourcing Business Process Outsourcing Government Telecommunications 98

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Top three ways to prevent agent burnout Having a customer-focused organization is table stakes. Is burnout gripping your contact center?

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Tethr

JULY 26, 2021

At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the future. Here are three ways we’ve seen progressive contact center leaders find insights in unstructured data analytics this year. Learn where self-service fails.

Analytics 115

Analytics Inbound sales Self service Contact Center 115

AWS Machine Learning

SEPTEMBER 6, 2023

With the advent of these LLMs or FMs, customers can simply build Generative AI based applications for advertising, knowledge management, and customer support. With generative AI on AWS, you can reinvent your applications, create entirely new customer experiences, and improve overall productivity.

Enterprise 97

Enterprise APIs Real estate Construction 97

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? What Do Customers Value in CX? Convenience.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

OctopusTech

MARCH 22, 2024

Chatbots are artificial intelligence-powered virtual assistants that simulate human conversations with customers through messaging apps. Artificial intelligence (AI) Chatbots have rapidly gained popularity in recent years, revolutionizing how companies interact with customers. How do artificial intelligence Chatbots work?

Chatbots 62

Chatbots Marketing Abandon rate Healthcare 62

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Refocusing team managers to listen to calls with the “ ear of the customer ”. They learn that providing boundaries is important, but they also must be approachable and available.

Best practices 136

Best practices Coaching contact center associations Contact Center 136