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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.
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
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.
In today’s fiercely competitive business landscape, customer experience (CX) is the linchpin for growth. Businesses can no longer rely solely on superior products; they must deliver seamless, personalized, and engaging experiences at every customer touchpoint. A Forrester Total Economic Impact (TEI) study revealed that a superior CX can result in a significant $1.8 million boost in income over three years, along with substantial cost savings and increased efficiency.
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.
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
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
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
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.
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.
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.
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.
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
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.
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.
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
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.
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!
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.
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