Extract those vexing pebbles to ease negative word of mouth
1to1 Media
by Denise Power
1w ago
This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Criminy! Blast! Ouch! Barnacles! That pebble in your shoe elicits a yelp and other colorful expletives. And yet, companies too often ignore this root friction point — all in pursuit of quick wins. Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum, a Phoenix-based CX consulting and training company. As a former CX and QA executive at Fortune 250 companies, author, and professor, Hunsaker said she understands why it’s tempting to focus on building p ..read more
Visit website
1to1 Media and ECXO announce CX partnership
1to1 Media
by Elizabeth Glagowski
3w ago
We’re thrilled to announce our new thought leadership partnership with the European Customer Experience Organization (ECXO), a leading CX business network that empowers leaders, people, and organizations in Europe and around the world to collaborate, discuss, generate brand awareness, learn, and grow. Join us as we continue to explore exciting developments in customer experience, innovation, employee experience (EX), design, adoption, and more—all related to digital media and customer engagement! As part of the partnership, we will be sharing content from ECXO members, as well as participating ..read more
Visit website
Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges
1to1 Media
by Guest Contributor
3w ago
By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). View the original or learn more about the ECXO. Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Intuitive, clear designs make it easier to generate adoption, decrease customer success costs, and help customers adopt the solutions easily with the right onboarding. The challenge is how. The answers is Yes. And also, no. Let me explain ..read more
Visit website
Tales of a ham-fisted service-to-sales debacle
1to1 Media
by Denise Power
2M ago
Frantic. There’s no better word to describe the moment you realize you’ve lost your phone. Especially if you’re among the 70% of us who have experienced nomophobia, the anxiety triggered by separation from your phone. Being without a phone is so stress-inducing, that 23% of us would rather hold a tarantula and 14% prefer swimming with sharks over being phone-free, according to a survey by Sky Mobile, a U.K. mobile network provider. Whether lost or stolen, a missing mobile means mayhem. You want to report the loss immediately, protect personal data from the bad guys, and resto ..read more
Visit website
Humanizing AI takes center stage at Mobile World Congress
1to1 Media
by Denise Power
2M ago
Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. In a panel discussion, Hassabis acknowledged flaws in the image-generation tool of Google’s Gemini AI (previously known as Bard) and said the feature was taken offline with plans to relaunch in a few weeks. He described the image generator feature as well-intended but that it was applied “too bluntly.” Though he di ..read more
Visit website
With AI giddiness gone, 2024 shapes up as a year of action
1to1 Media
by Denise Power
3M ago
If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Twelve months of toe-dipping and healthy scrutiny provided the launchpad to make some real moves with AI in the contact center, according to two customer experience experts on a recent webinar. The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom Lewis, global leader, CX consulting, analytics and AI, TTEC Digital. Cerise and Lewis joined partic ..read more
Visit website
Data, AI emerge as hot topics at CCW Austin
1to1 Media
by Elizabeth Glagowski
4M ago
In today’s hypercompetitive market, actionable customer insight is extremely valuable currency. That’s one of the takeaways from Google Chief Strategist Neil Hoyne’s mainstage presentation at last week’s Customer Contact Week (CCW) Austin event. Hoyne’s keynote emphasized the pivotal role of data in reshaping strategic perspectives for customer contact executives, underscoring the importance of data-driven decision-making in today’s competitive landscape. “Ninety-nine percent of companies I work with celebrate the people that win… the best-in-class recognize people before tests are ever run ..read more
Visit website
NRF 2024: For retailers, AI moves from hype to the real world
1to1 Media
by Cara Rosner
4M ago
It’s not whether you have AI, it’s how you use it. That was the main theme at the National Retail Federation (NRF) “Big Show,” which recently brought thousands of retailers, technology companies, and customer experience experts together over four days at New York City’s Javits Center. The topic of AI was everywhere. It dominated panel discussions, powered nearly every product demo on the trade show floor, and featured in economic forecasting discussions. From legacy brands to emerging retailers, brands are embracing the benefits of AI, grappling with its challenges, and keeping customers ..read more
Visit website
AI can be the ‘blast shield’ that makes contact center associates heroes
1to1 Media
by Denise Power
5M ago
“You dial the number, navigate the recorded instructions. And if you’re lucky, there’s a person — a real person — at the end of the line.” That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Her introduction was designed to be relatable to the 5.2 million viewers tuned in to the No. 1 Sunday morning news show. To set the hook and ensure viewers didn’t switch over to another channel, a series of videos from disgruntled consumers and podcasters brought to life just how frustrating it is ..read more
Visit website
Warm holiday wishes with our World Peace Quilt
1to1 Media
by Elizabeth Glagowski
5M ago
This year, in the spirit of peace, unity, and the joy of giving, we are excited to share with you the results of a global creative effort. 1to1 Media and TTEC employees from around the world have come together to create our World Peace Quilt — a symbol of our collective commitment to fostering harmony in our interconnected world. Created by employee prompts and generated by AI, the quilt beautifully represents our shared values and aspirations for 2024 and beyond. Please take a moment to explore the diverse perspectives and sentiments expressed by our collaborative spirit and imagination. May ..read more
Visit website

Follow 1to1 Media on FeedSpot

Continue with Google
Continue with Apple
OR