ChurnZero
JULY 9, 2021
Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far? When assessing a customer’s fit, defining what’s a reasonable stretch versus a fundamental mismatch is murky territory.
Heart of the Customer
JULY 3, 2021
Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […]. The post Do the CX Buttons You Push Matter?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators by 360Connext
JULY 6, 2021
Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question.
Steve DiGioia
JULY 5, 2021
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful
Advertisement
In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Comm100
JULY 6, 2021
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. But what if a chatbot was free, didn’t need any technical skill to create, and required almost no maintenance?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JULY 8, 2021
WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.
NICE inContact
JULY 5, 2021
Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.
Alida
JULY 6, 2021
Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring. Surveys aren’t always the most engaging to the customer, meaning you’re not likely to hold their attention long enough to get the information you need to make impactful business decisions.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Comm100
JULY 5, 2021
Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media. The problem is, with a small team, there’s a limit to how many channels you can monitor without customers falling through the cracks.
ShepHyken
JULY 5, 2021
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 comment about each article and would like to hear what you think too. [Infographic] The different types of emails to send to your guests by Tony Loeb. (Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers.
The DiJulius Group
JULY 7, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.
Eptica
JULY 7, 2021
Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues.
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
dscout People Nerds
JULY 7, 2021
Lisa Madokoro and Taylor Kim of Shopify’s Talent Insights & Research team on building meaningful human experiences when the “users” are your colleagues.
ShepHyken
JULY 9, 2021
This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.
The DiJulius Group
JULY 6, 2021
Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article. The post How to Live an Extraordinary Life…So countless others do as well appeared first on The DiJulius Group.
Help Scout
JULY 8, 2021
When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Totango
JULY 6, 2021
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps
ShepHyken
JULY 6, 2021
Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.
Beyond Philosophy
JULY 3, 2021
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.
Doing CX Right
JULY 3, 2021
Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. Read Stacy Sherman's view as you form an opinion. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Integrity Solutions
JULY 4, 2021
Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. With turnover on the rise and remote and hybrid work changing the dynamics of the workplace , leaders need to be laser-focused on engaging and retaining their employees and helping them feel connected to the broader mission and purpose.
BirdEye
JULY 9, 2021
Consumers gravitate to brands that offer simplicity, speed, and convenience, whenever they need a question answered or a problem solved. These highly valued attributes extend to when and how they connect with businesses across communication channels. For consumers, messaging is now their preferred method of communication. That’s why we’re providing Birdeye Messaging to every new and existing Birdeye customer.
DemandJump
JULY 8, 2021
Google receives more than three billion searches each day , and studies estimate that over 25% of searchers click on the first search result. What are they clicking on?
Vanilla Forums
JULY 8, 2021
Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for. That’s why we’ve introduced Machine Translation for Vanilla’s Knowledge Base. This is a big feature, so we want to give a bit more context around what it is and address some questions.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
PK
JULY 7, 2021
In 1967, Melvin Conway submitted a paper to Harvard Business Review called “How Do Committees Invent?” that described correlations between innovation, design of systems, and organizational group structures. Since there […]. The post Enterprise AI can’t succeed without enterprise information architecture appeared first on PK.
Optimove
JULY 7, 2021
Buzzwords, just like stereotypes or cliches, unfairly get a bad rep. Because whether you’re scrolling through your Twitter feed, reading a book, or meeting new people, the truth is that buzzwords, stereotypes, and cliches give you something so valuable it’s essential for our survival – the ability to make quick decisions, to act and react, when information is overloading, and time is of the essence.
SurveySensum
JULY 9, 2021
I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do we need to post more on social media?” . “Should we follow suit and do what the competition is doing?” . “Should we dive headfirst into the latest marketing trend?”.
Expert insights. Personalized for you.
75 
Let's personalize your content