ECXO

APRIL 18, 2024

Delving into Digital Conversations for Business Survival or Irrelevance, featuring Paolo Fabrizio The European Customer Experience Organization (ECXO) is delighted to announce our upcoming session on AI digital conversations, a topic of utmost importance in today’s business landscape. Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Lumoa

APRIL 3, 2023

I believe especially in B2B customer experience frameworks need to be connected with business processes and understanding of the everyday realities to achieve best results.” – Anna-Maija Tanninen In her career, Anna-Maija has worked both as a CX consultant and as an in-house Voice of the Program lead. I see CX as a Service.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

NICE inContact

OCTOBER 24, 2021

It’s even easier when you work with NICE CXone, which offers Business Transformation Consulting services to help navigate the transition.

Contact Center 252

Contact Center eBook Consulting Management 252

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Middlesex Consulting

AUGUST 30, 2022

As a consultant, I talk with a lot of people. At some point, the conversations go like this: Prospect: How large can I grow my service business? You are asking me how large can I make service revenue as a percent of total sales. Me: First, let’s get the question straight. Prospect: Right. Me: […].

Sales 145

Sales Consulting Financial 145

TechSee

APRIL 1, 2024

Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. This AI-guided solution empowers fiber service providers to offer customers a seamless self-installation experience, reducing costs, accelerating activation, and improving overall satisfaction.

Self Service 124

Self Service Customer Service Representative Contact Center Customer Satisfaction 124

Experience Investigators by 360Connext

JANUARY 30, 2024

Get ready to navigate the cutting-edge of customer experience (CX) with Jeannie Walters and special co-host Michelle Morris – Associate Director of CX Business Transformation at Verizon Connect. Manager of Contact Center Sales for Verizon Business.

Government 143

Government Customer Experience Professionals Contact Center Connections 143

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Use NPS to quickly and efficiently calculate each client’s customer satisfaction level and you’ll find it easy to demonstrate the positive effects of your work as a consultant.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

Middlesex Consulting

DECEMBER 4, 2023

If you are responsible for pricing in an OEM business, you have three major revenue streams: finished products, spare parts, and services and service contracts. In the life science business and a few others, most of your income and profit comes from selling a fourth category: consumables.

Consulting 78

Consulting Consumers Marketing 78

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Clients assume service and product quality. Why should a client choose your business?

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Beyond Philosophy

DECEMBER 2, 2023

09:48 Both Ryan and Colin share their thoughts about AI and the next frontier of business, including Colin’s frustrations with the phrase, “high call volumes at the moment.” About Colin Shaw LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ How can we help?

Customer Experience 143

Customer Experience Video Consulting System 143

Magellan Solutions

FEBRUARY 14, 2024

With rising costs and complex regulations overwhelming healthcare providers, partnering with overseas business process outsourcing (BPO) companies has become a strategic necessity. Improved customer service – Outsourced centers handle high call volumes extremely efficiently, reducing hold times.

Call Center 98

Call Center Healthcare Company Hospitality 98

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

CSM Magazine

OCTOBER 16, 2023

When running a successful business, an effective human resource (HR) strategy is non-negotiable. his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency.

Consulting 52

Consulting Culture Employee Engagement Leadership 52

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. They certainly are, but not all repeat business is a result of loyalty. Click here to learn more about Beyond Philosophy’s Suite of Services.

Loyalty 88

Loyalty Airlines Consulting Financial 88

CSM Magazine

APRIL 18, 2024

CPaaS stands for Communications Platform as a Service. It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. The CPaaS market has been experiencing significant growth.

Healthcare 52

Healthcare e-support Video Chatbots 52

Middlesex Consulting

NOVEMBER 8, 2023

If you make tangible products and have been in business for more than seven or eight years, you have legacy products in your installed base. That is fine because industrial OEMs expect after-sales service to generate eight to 10 times the original sales revenue during the product’s lifetime.

Consulting 78

Consulting Sales Industry Financial 78

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 78

Consulting Social Media Examples Customer Experience 78

ShepHyken

SEPTEMBER 14, 2021

Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back. is a customer service and experience expert,? Amazing Business Radio.

Consulting 151

Consulting Customer Journeys Marketing Training 151

BirdEye

FEBRUARY 14, 2023

Whether a small business or a large corporation, your business’s online reputation is more important than ever. That’s why working with online reputation management consultants is essential for businesses to stay competitive in today’s market. Table of contents What is an online reputation management consultant?

Consulting 97

Consulting Management Social Media Multi-Channel 97

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. 16:38 We learn about the Customer Service Experience and why it is essential to understand what it is and when it occurs for today’s organizations.

Consulting 88

Consulting Financial Survey Customer Experience 88

CSM Magazine

APRIL 15, 2024

If that is your situation, that is, if you suspect that you may need the assistance of these experts, but you’re not sure about it, you should definitely at least have a consultation with them. It would be best if you could talk to some people that have used the services of employment lawyers in the past.

Tips 52

Tips Consulting Communication Knowledge Base 52

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

BirdEye

DECEMBER 8, 2023

And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. Why corporate reputation management is important for your business?

Strategy 116

Strategy Management Social Media Brands 116

ShepHyken

APRIL 6, 2021

Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. Mistakes will happen or there will be miscommunication throughout management, or sometimes people become busy and a little forgetful. . A customer doesn’t buy a product or service. 3) Recover from any service failures. .

Advertising 145

Advertising Consulting Brands Tips 145

Circular Edge

MARCH 4, 2024

We understand the unique challenges that small and midsize companies are facing in today’s uncertain business environment, ” said sAchin cHoudhari, founder & CEO. With NetSuite, Circular Edge will help its customers take advantage of a powerful cloud ERP platform to gain the visibility and control needed to adapt and thrive. “We

Ecommerce 52

Ecommerce Competitive Advantage Consulting CRM 52

SurveySparrow

JUNE 21, 2023

In today’s fast-paced and highly competitive business environment, the role of a Customer Experience Consultant, often shortened to CX consultant, is becoming increasingly significant. Let us discuss what this role entails, and how it contributes to a business’s success.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

CSM Magazine

MARCH 18, 2024

Along with the training and consultancy offered by Helen Pettifer Training Ltd, it can aid compliance with Consumer Duty. She is committed to setting new service standards and helping employees to feel confident when it comes to supporting customers who may be or are vulnerable.

Training 52

Training Government Financial Resources 52

Beyond Philosophy

DECEMBER 29, 2023

Sometimes what we learned was personal, but it has implications for the business world. About Colin Shaw LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help? Complete this short survey.

Consulting 88

Consulting Customer Centricity Financial Culture 88

Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. That’s why a high customer retention rate is an important goal for many businesses.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

BirdEye

APRIL 19, 2023

It’d be great to work for yourself, but how do you go about finding a small business idea that actually works? We’ve put together a list of 45 of the best small business ideas to give you a headstart on where to pursue your self-started career. But first, let’s go over what makes a small business idea worth pursuing.

Social Media 97

Social Media Consulting Ecommerce Financial 97

Beyond Philosophy

JULY 16, 2022

Our first pickle comes from Jane, who works at a large business-to-business company. Since I am sure that we are all curious about this issue—both as businesses and consumers—we thought we would include this one as a bonus. In this episode, we respond to both Jane and Elizabeth’s business pickles. How can we help?

Consulting 157

Consulting Survey Voice of Customer Financial 157

BirdEye

OCTOBER 26, 2023

They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. The panel discussion, hosted by Lauren Schwab, featured Nicole Woody, Owner and Founder of Orange Fish Consulting, and Zach Chambers, Channel Sales Director at Birdeye. Online reviews are a goldmine of insights.

Brands 116

Brands Multi-Channel Consulting Report 116

ShepHyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. How much value do relationships have in business? Zhecho also shared their findings on the value relationships have in driving business. Amazing Business Radio with?Shep?Hyken

Customer Journeys 123

Customer Journeys Ecommerce Consulting Advertising 123

Magellan Solutions

MARCH 13, 2024

However, when it comes to the offshoring vs outsourcing debate, it’s crucial to understand the distinction between these two approaches and decide which best aligns with your business’s needs. Delegating tasks to external parties can significantly impact your business. What is Offshoring?

Tips 105

Tips Culture e-support Communication 105

Circular Edge

MARCH 4, 2024

The acquisition further strengthens Circular Edge’s ability to address customer needs for data-driven insights to support finance, operations, and lines of business via connected enterprise planning. We are excited to expand CE’s portfolio of services with our EPM expertise and look forward to this next chapter in our 10-year history.”

Competitive Advantage 52

Competitive Advantage Consulting Resources Connections 52