CustomerThink
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CustomerThink is a global online community of business leaders striving to create profitable customer-centric enterprises. Major topics include Customer Experience, Customer Engagement, Leadership, and Technology.
CustomerThink
23h ago
It’s a nearly universal opinion: Today’s customer service leaves much to be desired. But it’s not just customers who are frustrated. Service agents are, too. Many people have suggested that AI and chatbots are innovative, “easy” fixes to customer service challenges. They are wrong. We’ve seen many examples of chatbots gone rogue. Just recently, one ..read more
CustomerThink
23h ago
Source: Unsplash We all agree to the terms and conditions (T&Cs) for services and products we use without ever reading them. The truth is that there are not enough hours in the day for any of us to really read everything and if you wanted to query one clause on page 57 then what would ..read more
CustomerThink
1d ago
Behind every great customer experience (CX) is a happy, satisfied customer. According to Zendesk’s 2023 CX Trends Report, 60% of consumers choose to purchase from a brand over another based on the service they expect to receive So, it’s no wonder that more and more companies are focused on providing the best customer experience. Many ..read more
CustomerThink
1d ago
Businesses have access to more customer data today than ever before. However, this abundance of information comes with increased customer scrutiny—customers are increasingly, and justifiably, opinionated about how their data is used, especially with the growing adoption of AI. According to Twilio’s latest State of Customer Engagement Report, 70% of companies are already using AI ..read more
CustomerThink
1d ago
I originally wrote today’s post for GetFeedback. This is an updated version of that article from July 2020. What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. In this article, I’ll pose some concepts ..read more
CustomerThink
1d ago
For retailers with vast global supply chains, managing hundreds of disparate sites from manufacturing, and warehousing, to stores and customer delivery, and having to deal with geo-political and economic issues disrupting the entire chain of events, the prospect of getting an overview of their sustainability impact is, to put it mildly, a challenge. Ush Shukla ..read more
CustomerThink
1d ago
The healthcare industry is undergoing a digital revolution, with mobile apps playing a pivotal role in transforming patient experiences and healthcare delivery. What’s the driving force behind this trend? – Well, it’s simple! Users want more personalized experiences in accessing healthcare services. A study by McKinsey showed that doctors are doing way more online consultations ..read more
CustomerThink
1d ago
The enterprise video platform leader joins the LinkedIn Marketing Partner Program to empower B2B marketers everywhere to create and personalize video at scale ..read more
CustomerThink
1d ago
Freshworks customers can access Playvox's suite of AI-powered workforce engagement solutions to forecast workloads and better manage their workforce ..read more