Artificial Intelligence (AI) presents a transformative opportunity to reimagine customer support. Chatbots like ChatGPT are already outperforming contact center staff in some cases, proving their ability to understand and handle customer queries. William “Bill” Raduchel, author of The Bleeding Edge, draws on decades of tech industry experience to share insights on the transformative power of technology, spanning from Silicon Valley’s early days to the current era. Key Takeaways AI Will Drive Customer Service: This isn’t jus ..read more

    The secondhand market is booming, fueled by consumer shifts towards sustainability and value. With shoppers demanding the same seamless experience they expect from traditional retail, customer experience (CX) is crucial for resale platforms. ThredUp, an online leader, illustrates how strategic CX drives success in this unique market. ThredUp’s CEO and Co Founder, James Reinhart, understands the complex customer journey in resale and focuses on addressing pain points at every stage. AI-powered visual search removes traditiona ..read more

      The world of customer experience is constantly changing. To succeed, you need to give impressive presentations that win support for your customer programs. Jacqueline Farrington, author of “The Non-Obvious Guide to Better Presentations: How to Present Like a Pro (Virtually or in Person)”, shared her insights on the Modern Customer Podcast. Her tips can help you refine your presentation skills and champion your customer experience programs. The Power of Communication Farrington’s background is unique. She has experience ..read more

    Matt Watkinson, author and CEO of Methodical joins us to discuss how his experience navigating uncertainty can be used to create exceptional customer experiences. The key to better customer experience? Design interactions that are easy and straightforward, and prioritize understanding your customers. Small businesses often excel at this due to direct interaction and flexibility. Watkinson also discusses the ever-present uncertainty in business. Traditional decision-making assumes a predictable future, but that’s unrealistic. I ..read more

    Customer satisfaction is on a downward spiral, according to data from the American Customer Satisfaction Index (ACSI). Forrest Morgeson, ACSI’s Director of Research shares reasons behind this concerning trend. The digital age has transformed how businesses interact with customers, but not always for the better. Customer satisfaction is declining, driven by factors like rising expectations and cost-cutting measures that impact service quality. Measuring customer satisfaction is another challenge. Traditional methods are unreliab ..read more

    Exceptional customer experience (CX) isn’t just for B2C companies anymore. B2B organizations are now recognizing its vital role in their success. Surbhi Kaul, Vice President of Global Customer Experience at Juniper Networks, exemplifies this shift. With over 10,000 employees and $5 billion in annual revenue, Juniper Networks is at the forefront of networking innovation. Surbhi advises, “B2B companies must adopt a B2C mindset, focusing on consumer-oriented product development and prioritizing the customer’s experience with their p ..read more

    Generative AI, a rapidly evolving technology, is poised to revolutionize various aspects of business, particularly customer experience (CX). A GBK Collective study reveals that over 50% of U.S. senior executives have already embraced generative AI, and this trend is expected to accelerate. Professor Stefano Puntoni, a leading marketing and AI expert at Wharton shared his insights on the impact of generative AI on CX during a recent podcast interview. He identified several promising applications, highlighting its potential to perso ..read more

    The auto industry speeds through a transformation, driven by factors like electric vehicles, self-driving tech, and the increasing importance of customer experience. Craig Antonucci, Chief Experience Officer at AutoCar Trucks discussed his company’s approach to customer experience and how they are leveraging AI to improve it. AutoCar Trucks, a manufacturer of heavy-duty vocational trucks, takes a unique approach by selling directly to consumers, giving them more control over the buying process and fostering closer relationships. An ..read more

    Retention is not just about keeping customers and employees; it’s about creating experiences so compelling that they never want to leave. Joey Coleman, author of “Never Lose a Customer Again” and “Never Lose an Employee Again,” shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Whirlpool, Zappos, and Volkswagen Australia. Joey shares why the first 100 days are crucial for shaping both customer experiences and employee retention: Customers: Between 20% an ..read more

    Most discussions on revolutionizing customer service in the digital age highlight the importance of technology and personalization. Jason Finkelstein, the Chief Marketing Officer of Gladly, shares how Gladly stands out as the only customer service platform built around people, not tickets, emphasizing personalized, seamless interactions at scale. Gladly is helping brands like Nordstrom and Warby Parker to build modern customer support teams that leverage the power of AI to offer unprecedented levels of personalized service. He empha ..read more