ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

Customer Service 90

Customer Service ROI Return on Investment Customer Journeys 90

Kate Nasser

JULY 21, 2024

Great contact center reps and agents spend most of their time saying yes and delivering resolutions to customers. However, sometimes they must say no. There is a secret set of steps for doing that well. Image by Frederic Gombert via Flickr Creative Commons License. Great Contact Center Reps Know How to Say No Most of […] The post Great Contact Center Reps: The Secret to Saying No | #PeopleSkills #cctr appeared first on KateNasser.com.

Contact Center 63

Contact Center How To Call Center Connections 63

DCX

JULY 21, 2024

Exclusive Content for Paid Subscribers of the DCX Newsletter Get 30 day free trial Weekly inspiration, education, and coaching for customer-obsessed leaders. "Staying on top of the latest CX trends is tough, especially with how AI is transforming the field. Thankfully, the DCX newsletter does a brilliant job of curating the must-know info.” - Jimmy, CX Leader, Google Get 30 day free trial Hey there, Welcome to this week's roundup of customer experience insights!

Retail 52

Retail CRM Chatbots Exercises 52

West Monroe

JULY 21, 2024

There’s no question that Generative AI (GenAI) is a game-changing technology. The question is: Do you understand the game you’re playing well enough to change it? Games have rules, objectives, and winners and losers. A great game player becomes a master when they know the competition, devise a winning strategy, and execute flawlessly. As business and technology leaders, we must ask ourselves: What’s the game we’re playing, and what’s our strategy to win?

Government 52

Government Technology Guidelines ROI 52

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Strativity

JULY 21, 2024

Considering a new CMS partner?

Strategy 52

Strategy 52