Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. It would be best to determine what is happening at these moments.

Connections 88

Connections Loyalty Brands 2005 88

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Almost Perfect.

Retail 160

Retail Online Experience Interaction Technology 160

Thematic

MAY 5, 2024

To be honest, I regret not adding it to my “conference circuit” sooner. The unique thing about Qualtrics X4 is the lineup of speakers. The founder Ryan Smith, now a billionaire, owns an NBA team. At each event, there will be someone you look up to, a politician, a sportsperson, a businessman.

2024 48

2024 Events NPS Definition 48

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When teams work in isolation, the result is simply noise. There is no end to the service/CX journey.

Article 67

Article 2023 Customer Service Net Promoter Score 67

Beyond Philosophy

JANUARY 4, 2024

I appreciate the opportunity to look back upon what has happened and what I learned from it. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well. However, I have learned over the years that the harder I work, the luckier I get.

2024 97

2024 2023 Net Promoter Score NPS 97

Beyond Philosophy

MARCH 19, 2020

Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. As I have mentioned before , Forrester and other research experts determined late last year that marketplaces were flat, and they see no improvement in Customer Experience.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think.

Airlines 88

Airlines Call Center Interaction Information 88

TechSee

JUNE 10, 2021

There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I like them all. Customers are enjoying self-service options, so give them what they want.

2021 153

2021 Article Customer Service Net Promoter Score 153

Thematic

JUNE 27, 2023

In this post, I'll share our story about the enrichment and automation of Atlassian customer experience. I will lay out the issues that Atlassian was facing, and explain why and how Thematic has been the right partner to solve these problems. We encourage our product teams to reach out for customer input and feedback.

Feedback 62

Feedback Customers Insights User Experience 62

TechSee

JUNE 9, 2022

Research shows that 9 in 10 self-service sessions end without a successful resolution, and the flow from self-service to a phone call to the service team can be anything but convenient. No Vision, No AI, No Service. The chatbot automatically initiates a visual session, and using computer vision AI identifies the issue.

Omnichannel 145

Omnichannel Customer Experience Contact Center Social Media 145

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. AI conversation summaries will further help understand key discussion points. I’ll be your host for this session. Birdeye View is now available on demand! The result?

Communication 57

Communication 2023 Customers Insurance 57

Kustomer

JANUARY 19, 2023

Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years. Creating a Data-Driven Customer Experience Steven Maskell has successfully led service teams for nearly 30 years. He says, “I see the people have a very high expectation and a short fuse.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

BirdEye

OCTOBER 25, 2023

However, there is so much a business needs to know, monitor, and leverage to make the most of listings. Birdeye’s AI tool can help businesses generate SEO-friendly business descriptions to elevate their search rankings. A top emerging SEO trend is the advent of AI. I’m going to be your host for our session today.

Marketing 104

Marketing Information Webinar Consumers 104

West Monroe

MARCH 27, 2023

Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "How AI and the Next Generation of Employees are Shaping the Workplace" on Spreaker. About the episode Workplace 2.0 is about to revolutionize companies. And what role should artificial intelligence play in the workplace now and in the future?

2023 94

2023 2022 Social Media Culture 94

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Do your customers know you care about them? But AI isn’t just a recent phenomenon.

Article 62

Article Customer Service 2023 Contact Center 62

Thematic

JUNE 28, 2023

If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. And if you're looking for ways to upskill, I've shared a couple of learning resources at the end of this post. Personalization has been in place in for a long time.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

BirdEye

OCTOBER 26, 2023

Birdeye has evolved to be an all-in-one AI solution beyond just Reviews. AI-generated review responses help Orange Fish’s clients by saving time responding to reviews. Watch this interesting conversation here to learn more about how you can sell the value of reviews. I will be your Birdeye guide during this session.

Brands 113

Brands Multi-Channel Consulting Demo 113

Comm100

JANUARY 23, 2023

Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX). 2023 looks to be a year of great change in customer experience (CX).

2023 123

2023 Customer Experience E-support Customers 123

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). However, not all AI virtual assistants are created equal. Guess what?

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. That’s why it’s essential to continuously iterate new approaches to see what works best and integrate those into your CX strategy. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Kustomer

JANUARY 7, 2024

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. But there’s a reason why you’re here browsing this list of the best Intercom alternatives , likely because Intercom isn’t checking off all the requirements you need in a customer engagement platform. Why consider an alternative to Intercom?

2024 97

2024 E Commerce E-support Social Media 97

Kustomer

MAY 26, 2022

Listen and subscribe to our podcast: Eliminate mundane tasks with the help of AI. With the right AI, repetitive and mundane tasks are automated, thus saving real agents time and allowing them to focus on more complex inquiries. To deliver fantastic service there still needs to be an element of human empathy tangible for your customers.

Virtual Agent 98

Virtual Agent Customer Service Loyalty Consumers 98

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. What is Intuition?

Books 148

Books Connections Leadership Consulting 148

Kustomer

SEPTEMBER 7, 2022

Both Miller and Bhambri had to adapt their teams to the new CX issues spawning from the COVID-19 pandemic. SVP of Sales and CX at Kustomer, Bhambri sets the standard high for other CX teams. But otherwise at every juncture that’s relevant, I would make sure that I was proactive with my communication.”

Customer Expectations 98

Customer Expectations Management Communication Customers 98

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed.

Article 59

Article Customer Service 2023 Loyalty Programs 59

SurveySparrow

APRIL 21, 2024

There was a time when it was all about learning the codes. That’s what these tools can do. Top 7 No-Code Tools for Businesses Across industries, there are more than 100 such tools available now. Moreover, the AI-feature makes the survey creation part much easier. Now, it’s the age of no-code tools.

E Commerce 52

E Commerce Feedback E-support Demo 52

CSM Magazine

MARCH 8, 2024

At Sabio’s Disrupt 2024 in London earlier this week, Barack Obama – the former President of the United States – discussed the future of customer experience (CX), focusing on the risk and rewards associated with artificial intelligence (AI). ” And yes, you did read those opening paragraphs correctly!

2024 52

2024 Events Technology Customer Journey 52

West Monroe

FEBRUARY 26, 2024

About the episode In our third season of This is Digital, we've delved deep into the world of digital transformation. From AI to navigating the modern economy, we've explored diverse industries and discussed the significance of adopting a digital mindset. Created with Lunacy As a digitally native brand, what makes you different?

Healthcare 59

Healthcare Hotels Innovation Technology 59

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know. I thought, “Blimey!

Net Promoter Score 139

Net Promoter Score 2002 Presentation Customers 139

SurveySparrow

MAY 14, 2024

But now what? There is no need to go anywhere else! What is Interview Feedback? Candidate Experience Survey Template Preview Template Use This Template Interview Feedback Best Practices There are a few things you must follow as an employer. Also, gather the opinions of all the interviews , if there are multiple.

Feedback 52

Feedback Communication Culture Insights 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Companies need a solid CX team not only to make money but to save money.

ROI 143

ROI Books Customers Definition 143

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? Just ask Customer Success AI for a new cadence of emails, a call script, or a list of strategy ideas, for example.

Customer Success 98

Customer Success Document Demo Customers 98

Kustomer

FEBRUARY 3, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Elizabeth Dominicci from TriNet to learn the secrets of using data and AI to boost customer engagement. The Benefits of AI. Elizabeth is a major advocate for AI-driven CX. Tune in to the episode to learn more!

Interaction 98

Interaction Books Metrics Customer Service 98

Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. Nabeeda Bakali-Abrar Customer Success Manager, Linkedin Years in CS: I have been in customer success for around four years, and as soon as I joined the CS community, I felt right at home.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Kustomer

JANUARY 8, 2024

A user on G2 recently cited their dissatisfaction with Zendesk’s reporting, specifically the challenges associated with filtering and sorting tickets : “I do not like Zendesk reporting and searching. There is also a risk of improper management with Zendesk, which could accumulate backlogs and delayed customer responses, at least initially.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97