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The Thrilling Journey of a Customer Experience Leader: The 10+1 list I often get asked about my job as a Customer Experience (CX) leader and what I do on a daily basis. So, I wanted to share some of the main things I do in this role. You might be wondering what I mean by “10+1” – don’t worry, I’ll explain soon. But before I get into that, I want to talk about what it really means to be a Customer Experience (CX) leader.
When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy.
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. Because nobody can remember Number Four. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers.
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect AI agents to be an extension of their brand’s identity, reflecting its values and voice (Zendesk). In that same study, leaders said they believe generative AI will provide warmth and […] The post Your Customer Service Isn’t Great (but it could be) first appeared on Northridge Group.
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.
Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.
Did you know that when you improve customer experience , you can realize financial benefits that directly affect the growth of your organization? By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.
The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. With the rise of digital services (such as websites and apps) and the growing demand for round-the-clock service, airlines face the challenge of maintaining high-quality customer support across multiple touchpoints.
From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Are they satisfied with your overall product? Is there anything about your service they wish they could change? How likely are they to recommend your brand to their friends? Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.
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.
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in person. Call centers assist customers at any hour of the day, with expert scripts and knowledge bases designed to help them navigate even the trickiest situatio
Table of contents Key Takeaways: What is Customer Support Quality Assurance? 1. Retently as a Top QA Tool for Ecommerce and Retail 2. Medallia Agent Connect (former Stella Connect) 3. Loris AI 4. Playvox 5. MaestroQA 6. Zendesk QA (formerly Klaus) 7. EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews.
Not all Agentic AI solutions are created equal. Finding the optimal Agentic AI for your organization is not a simple task. It seems like every provider claims to feature very similar technologies, often at wildly different price points. In this post, we will explore the key differentiating factors between basic and more advanced Agentic AI solutions and how to evaluate which provider will best meet your needs.
InMoment’s Q3 product release focuses on making integrated CX more actionable, faster, and easier. With AI-powered improvement suggestions, more robust API integrations and intelligent automation, competitor review data ingestion, and individual speaker insights from customer conversations—it’s time to take your CX program to new levels. To dive deeper into these advancements, speak with an expert or contact a dedicated account manager.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Customer feedback is critical to managing and improving your customer experience but it isn’t easy to get. Worse, it isn’t always useful and enlightening on what you are doing well, or perhaps more importantly, not so well. In this episode, we tackle a common problem many businesses face: how to get more actionable customer feedback. Our guest, Tim Waterton , Chief Revenue Officer of HappyOrNot ® , brings over 20 years of experience in helping companies gather and analyze customer insights.
When we launched our biggest product update in years this spring, we made a promise: it was just the beginning. Today, we’re excited to introduce Feedbackly IQ – a next-generation AI analysis and insights tool designed to help you get the most out of your CX data. At Feedbackly, our mission is to empower you to create the happiest customers in the world.
You’ve crafted your survey—fine-tuned the questions, ensured they’ll gather the insights you need, and polished the design to make it visually appealing. But creating a great survey is only half the battle. To truly maximize its impact, you need an effective survey distribution strategy.
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
This is your October CX Pulse Check. Once a month, we check in to find out what’s happening in the world of customer experience and discuss ideas and insights customer experience leaders can learn from. In this episode, Jeannie Walters is joined by special co-host Rohit Bhargava, Founder & Chief Trend Curator at Non-Obvious Company. We dissect the evolving retail landscape and examine why major players like Walmart are pushing holiday shopping earlier each year.
Building a successful business requires laser-like focus. Companies need to hire the right people, find the right customers, and ensure they can keep those customers from churning. By necessity, some priorities, like what tools to integrate into your tech stack, can be pushed down the road. However, at some point, every organization must invest in more powerful, future-focused platforms if they want to sustain their growth.
Teradata’s Vantage CX is purpose-built to enrich your customer interactions by harnessing the power of AI to promptly and efficiently handle customer complaints. Its unique feature, the customer complaint analyzer, sifts through customer feedback in multiple formats such as text and voice, enabling your company to react swiftly and enhance customer happiness.
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
This guest post is by Kristen Hayer, CEO and founder of The Success League. As a discipline that’s shifting from new to established, customer success is facing some interesting headwinds right now. Economic uncertainty is affecting purchasing decisions. This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer.
Businesses today face a dual challenge: shrinking consumer demand due to economic uncertainty and rising competition as brands battle harder for every dollar. These circumstances push consumers to be more selective, demanding higher standards of service and engagement. In other words, brands need more than quality products and services to stand out—they must deliver exceptional customer experiences.
Walmart is revolutionizing the shopping experience through cutting-edge technologies. The retail giant is leveraging artificial intelligence (AI), generative AI (genAI), augmented reality (AR), and immersive commerce to create personalized interactions across its physical and digital platforms. At the forefront of this innovation is Wallaby, Walmart’s proprietary genAI platform.
Amazon Q Business is a fully managed, generative AI-powered assistant that you can configure to answer questions, provide summaries, generate content, and complete tasks based on your enterprise data. Amazon Q Business offers over 40 built-in connectors to popular enterprise applications and document repositories, including Amazon Simple Storage Service (Amazon S3) , Salesforce, Google Drive, Microsoft 365, ServiceNow, Gmail, Slack, Atlassian, and Zendesk and can help you create your generative
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Imagine this: You want to evaluate your delivery experience and that requires sending out customer surveys after every delivery. However, managing this process manually feels overwhelming. So, what’s the solution here to ensure that the process goes on smoothly, every time, without any extra effort? The answer is survey automation. Survey automation has transformed the way businesses launch surveys and collect feedback by streamlining the entire process and eliminating the manual effort and hum
Financial institutions face increasing pressure to create personalized experiences and engage customers meaningfully. Data is key to creating tailored marketing campaigns, but many financial institutions struggle with fragmented and siloed data. This data disconnection makes obtaining actionable insights and delivering personalized campaigns difficult.
Learn the key differences between reach and impressions in social media marketing, and how to use both metrics to boost your content strategy and results.
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