CSM Magazine

OCTOBER 3, 2024

Every year, the first week of October marks an important celebration that resonates across industries—Customer Service Week. Customer Service Week is a dedicated time for organizations to recognize the critical role that customer service professionals play in improving customer experiences and ensuring business success. This year’s celebration takes place 7 – 11 October It serves as a reminder that exceptional service is not just a department but the heartbeat of any thriving company.

Customer Service 52

Customer Service Customer Centricity Culture Exercises 52

InMoment XI

OCTOBER 3, 2024

Did you know that customer acquisition costs have risen by over 200% over the last 10 years? It is increasingly expensive and difficult to improve customer acquisition, which means that it is just as important to keep your current customers happy. Focusing on customer retention will help your organization reduce costs and increase revenue. What Is Customer Retention?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Bill Quiseng

OCTOBER 3, 2024

In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.

Airlines 88

Airlines Course Loyalty Customer Expectations 88

Beyond Philosophy

OCTOBER 3, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of our podcast listeners has a pickle. Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them.

Customer Expectations 88

Customer Expectations How To Social Media Call Center 88

Advertisement

Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Blueshift

OCTOBER 3, 2024

By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.

Marketing 98

Marketing Interaction Engagement Data 98

The DiJulius Group

OCTOBER 3, 2024

Amazon orders workers to go back to the office every day / The US Job Market No Longer Sizzling /The Silent Layoff / Virtual Experience Revolution Workshops / Internal Communications Best Practice Our Virtual Experience Revolution Workshops Great brands all have a signature experience. A signature experience is a distinct experience your customers and employees.

Communication 90

Communication Groups Customer Experience Brands 90

Brandwatch CX

OCTOBER 3, 2024

Limited edition products and rare items are hot on the market right now. Here's how to manufacture rarity to boost sales.

Sales 98

Sales Brands Marketing How To 98

AWS Machine Learning

OCTOBER 3, 2024

This post is co-written with Dean Steel and Simon Gatie from Aviva. With a presence in 16 countries and serving over 33 million customers, Aviva is a leading insurance company headquartered in London, UK. With a history dating back to 1696, Aviva is one of the oldest and most established financial services organizations in the world. Aviva’s mission is to help people protect what matters most to them—be it their health, home, family, or financial future.

Insurance 91

Insurance Training Government Financial 91

Brandwatch CX

OCTOBER 3, 2024

Limited edition products and rare items are hot on the market right now. Here's how to manufacture rarity to boost sales.

Sales 97

Sales Brands Marketing How To 97

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Help Scout

OCTOBER 3, 2024

Help Scout to expand its reach through TD SYNNEX's extensive global reseller network, making it easier for more businesses to discover and adopt Help Scout's powerful customer communication platform.

Communication 59

Communication Customers 59

Gainsight

OCTOBER 3, 2024

In today’s business environment, everything is fast-paced, customers are always on, and teams are strapped for resources. Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

MiaRec

OCTOBER 3, 2024

With the volume of customer interactions increasing for contact centers, the need for efficient call documentation has never been greater. Automatic call summaries have emerged as a powerful tool to streamline this process, ensuring that key insights are captured without burdening agents with time-consuming notetaking. However, not all auto call summary solutions are created equal.

Contact Center 52

Contact Center Consumers Tools Interaction 52

Gainsight

OCTOBER 3, 2024

In today’s business environment, everything is fast-paced, customers are always on, and teams are strapped for resources. Plus, even if organizations had the resources to spend on headcount, throwing more people at their customer success problems simply doesn’t scale well. As businesses expand and customer bases grow, relying solely on traditional, high-touch customer success models becomes increasingly unsustainable.

Self Service 52

Self Service Customer Success Strategy Wait Times 52

Advertisement

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

CSM Magazine

OCTOBER 3, 2024

Did you know that increasing customer retention rates by just 5% can boost your profits by up to 125%? That’s according to a well-known study by Bain & Company. The significance of cultivating customer relationships becomes very clear when you consider the numbers. Existing customers are worth their weight in gold. So what’s the secret to making this happen?

How To 52

How To Loyalty Programs Customer Retention Exceptional Customer Service 52

SurveySensum

OCTOBER 3, 2024

Are you struggling to make your website perform better and attract more visitors? Well, you’re not alone. Many businesses look out for website optimization tools to optimize their website. These tools help you enhance various aspects of your website, such as SEO, user experience, page load speed, conversion rates, and more. But how do you know which tool is best for your business?

Tools 52

Tools User Experience Effort Score Analytics 52

5CA

OCTOBER 3, 2024

As October marks Cybersecurity Awareness Month, it’s the perfect time to dive deeper into the critical issue of remote work environments. With employees spread across the entire globe, 5CA has been at the forefront of a global work-from-home model, making security our top priority. Operating in such a vast and decentralized setup comes with unique challenges, especially since most of our employees rely on personal devices for their day-to-day tasks.

52

52

CSM Magazine

OCTOBER 3, 2024

The Philippines’ outsourcing industry, expected to reach $38 billion in revenue this year, is rapidly adopting AI ‘copilots’ to assist human operators in tasks like summarizing customer interactions and providing contextual responses in real time. Despite the industry’s growth, concerns arise over potential job losses as AI technology advances, with estimates suggesting up to 300,000 BPO jobs in the Philippines could be replaced by AI within five years.

Call Center 52

Call Center Innovation Government Training 52

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Provide Support

OCTOBER 3, 2024

Training live chat agents to be efficient during chats is not an easy task. However, with powerful live chat service you can train the team of customer service super stars.

Training 52

Training Customer Service Tips Customers 52

Strativity

OCTOBER 3, 2024

The post The Science of Implicit Responses: Feelings First, Thoughts Later appeared first on Material.

52

52

Forrester's Customer Insights

OCTOBER 3, 2024

David Bowie’s classic song "Golden Years" tells us to “look at that sky, life's begun.” But retirement’s “golden years” are looking less golden for Americans. Forrester data indicates that many Americans are willing to work past the age of retirement, or even work a part-time job in retirement to supplement their income.

How To 26

How To Data Banking Financial 26

AWS Machine Learning

OCTOBER 3, 2024

Generative AI models can produce information on a wide range of topics, but their application brings new challenges. These include maintaining relevance, avoiding toxic content, protecting sensitive information like personally identifiable information (PII), and mitigating hallucinations. Although foundation models (FMs) on Amazon Bedrock offer built-in protections, these are often model-specific and might not fully align with an organization’s use cases or responsible AI principles.

Measurement 96

Measurement Financial Policies e-support 96

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

AWS Machine Learning

OCTOBER 3, 2024

This post is co-written with Ike Bennion from Visier. Visier’s mission is rooted in the belief that people are the most valuable asset of every organization and that optimizing their potential requires a nuanced understanding of workforce dynamics. Paycor is an example of the many world-leading enterprise people analytics companies that trust and use the Visier platform to process large volumes of data to generate informative analytics and actionable predictive insights.

Data 93

Data Analytics Innovation Government 93