Mon.Jun 17, 2024

article thumbnail

Ageism in the Workplace: Transforming a Challenge into a CX Opportunity

Doing CX Right

Learn how addressing ageism in the workplace can enhance customer experience and drive positive change. Discover and apply insights now. The post Ageism in the Workplace: Transforming a Challenge into a CX Opportunity appeared first on Doing CX Right.

article thumbnail

Visuals in Customer Service and CX: The Game Changer

TechSee

Today visuals are revolutionizing customer service and customer experience. There’s a lot of truth in the old saying “a picture is worth a thousand words” – because, as we wrote about in our previous blog post on this topic, visuals really do transform everything. Whether you’re trying to troubleshoot a smart thermostat or set up a new coffee machine, visual communications and visual guidance make the process easier, simpler and faster.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

7 key lessons from Alida Activate

Alida

The Activate conference included thought-provoking keynotes, customer success stories, and best practice advice from industry experts within the research community and if you missed the event, you can watch on-demand to get the complete picture.

article thumbnail

Boost Your Auto Insurance Contact Center Efficiency With AI Insights

MiaRec

Are you struggling with inefficiencies that lead to long call times, missed information, and frustrated customers? Are your agents overwhelmed with the sheer volume of calls and the complexity of data they need to capture accurately? If so, you are not alone. At MiaRec, we have helped hundreds of contact centers, including many at large insurance companies, leverage AI to enhance efficiency and improve customer satisfaction.

article thumbnail

3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

article thumbnail

Top 5 Customer Service & CX Articles for Week of June 17, 2024

ShepHyken

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. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much

More Trending

article thumbnail

Financial brands need to shore up trust…or we’re all going to sink

Adrian Swinscoe

This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.

article thumbnail

Unlocking the Hidden ROI of VOC: A Comprehensive Guide

Thematic

Measuring the ROI of your Voice of the Customer (VOC) program can be a challenge for many businesses. While VOC data holds valuable insights, it’s often difficult to quantify the impact of these insights on business outcomes like revenue growth, customer retention, and overall business growth. Traditional methods of VOC analysis can be time-consuming, labor-intensive, and prone to bias.

ROI 62
article thumbnail

Zenarate Named Disruptive Technology of the Year at 2024 CCW Excellence Awards

CSM Magazine

Zenarate has been named Disruptive Technology of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

article thumbnail

17 Eye-Opening Customer Experience Statistics: The High Cost of Neglecting CX

Thematic

In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses. You’re playing a dangerous game if you’re not actively listening to your customers. By sifting through mountains of unstructured data – reviews, surveys, social media posts – AI can pinpoint the recurring themes and trends that

article thumbnail

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

article thumbnail

Succeeding With OKRs in Customer Service

CSM Magazine

Interesting stats revealed by the UK Customer Satisfaction Index show that as of January 2024, overall customer satisfaction across the thirteen industries they track was down by 1.7 points to 76.0 – lower than it had been during the recent global health challenges. Many companies are wondering how they can improve their customer services and keep standards as high as possible.

article thumbnail

The ROI of VOC: 7 Expert Insights from Paul Stevenson and Rick Denton

Thematic

Customer experience (CX) is a critical driver of business success, and the voice of the customer (VOC) is the compass that guides it. But how can you ensure your VOC program delivers tangible business value? In a recent LinkedIn Live chat hosted by Thematic, CX experts Paul Stevenson, a recognized CX leader with a proven track record in digital transformation and customer-centric strategies, and Rick Denton, a profit navigator specializing in helping companies unlock business value through CX pr

ROI 62
article thumbnail

These seven ADC makers are developing therapies that show promise for hard-to-treat cancers

Clarivate

It has been a long, slow road to the recent frenzy in antibody drug conjugate (ADC) activity. After the first publication of an experimental ADC design 60 years ago, it took 20 years for clinical trials to begin and 40 years for the first regulatory approval. That first approval was fraught with disappointment, however, as limited clinical benefit and safety concerns arising during the post-marketing period resulted in a withdrawal.

article thumbnail

What is a BPO call center and what does it do?

NobelBiz

What is a BPO Call Center ? A Business Process Outsourcing (BPO) call center is a third-party service provider that manages call center operations for other businesses. These call centers handle a variety of tasks, such as customer support, order processing, and telemarketing. By outsourcing these functions to a BPO provider, businesses can concentrate on their core activities while leveraging the BPO’s expertise and efficiency.

article thumbnail

What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

article thumbnail

Zingly Launches a Bold AI-Driven Future of CX for a World Beyond 1-800 Calls and Chatbots

CSM Magazine

Zingly.ai Founders: (L to R) John D’Amour, Gaurav Passi and Piotrek Chojnowski Ex-Avaya, Five9, Glia, and Talkdesk industry leaders have joined forces to revolutionize customer experience (CX) with the launch of Zingly , a Collaborative Customer Experience (CCX) Platform. The patented customer-facing technology combines GenAI, digital interactions, and telephony, providing infinite scale to enterprises, and hyper personalization to consumers, resulting in revenue acceleration and lasting c

article thumbnail

Big Tech Will Not Solve Data Deprecation

Forrester's Customer Insights

In our most recent report on identity and measurement offerings from Google (Privacy Sandbox) and Apple (Private Click Measurement), we stumbled upon an ugly truth about data deprecation: Big tech will not solve this problem, and marketers shouldn’t wait any longer to test and identify practical in-market solutions.

Data 54
article thumbnail

How Twilio used Amazon SageMaker MLOps pipelines with PrestoDB to enable frequent model retraining and optimized batch transform

AWS Machine Learning

This post is co-written with Shamik Ray, Srivyshnav K S, Jagmohan Dhiman and Soumya Kundu from Twilio. Today’s leading companies trust Twilio’s Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales and marketing to growth and customer service, and many more engagement use cases in a flexib

article thumbnail

Adapt Or Die: Banks Face An Extinction Event

Forrester's Customer Insights

Imagine a species that’s inflexible, stuck on behaviors suited to their ecological niche but unable to adapt — one that is slow, unintelligent, and unaware of its surroundings. Now, dramatically change their environment. Sounds like a recipe for extinction, right? Well, that’s how legacy, monolithic banking systems are: inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged — relics of a bygone era.

Banking 54
article thumbnail

Secrets of a Successful Sale: Optimizing Your Checkout Process

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

article thumbnail

Customer Experience Quality In The US Falls To An All-Time Low

Forrester's Customer Insights

US consumer perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key takeaways from our just-launched report.

article thumbnail

US Health Insurer CX Quality Plummets To A Five-Year Low

Forrester's Customer Insights

There’s just no way to sugarcoat this: US Health Insurer CX Index ratings for 2024 have landed with a resounding thud. This is the second time since 2021 that the industry average rating had a statistically significant decline – and it’s easy to see why: Ten brands scored their lowest ratings in five years.