callzillaky

  Stepping outside the echo chamber: A wake-up call for CX leaders A prestigious annual list of CX thought leaders was recently published, and surprisingly, I only recognized about 10% of the names - a stark contrast to previous years when I knew most or all of the honorees. What a wake up call! I realized how stuck I was in my comfort zone. I realized how much was going on in my industry without me knowing about it. I realized I need to get familiar with the work of some of these people and [...]

  "We've been telling them about this packaging issue for months, but nothing ever changes." How many times have your customer service agents muttered this phrase after handling the same complaint for the 100th time? I hear this bottleneck often when speaking with potential clients - especially CPG brands. To fix the feedback silo problem, build these 4 bridges: Develop standardized categorization systems with product-specific tagging. Establish cross-department feedback teams with weekly rapid reviews. Integrate feedback technology with AI-powered pattern recognition. Create closed-loop verification that confirms when product changes address customer concerns. It's ok for [...]

  The voice of your customer is the most valuable product research you'll ever receive - and it's already paid for. Yet in most CPG organizations, those insights never reach the people who need them most. Your customers are literally telling you how to improve your products every single day. They're doing your R&D for free! But instead of this feedback reaching your product teams, it's dying a slow death in an employee's Excel spreadsheet. A critical mistake CPG brands make is siloing customer feedback within the consumer affairs department rather than creating an information [...]

  84% of C-suite executives believe they must leverage AI to achieve growth objectives, yet 76% say they struggle to scale it across their business. This disconnect is particularly evident in the CPG customer service space, where many brands remain unaware of how accessible and effective modern AI support tools have become. In my work with CPG companies, I've seen firsthand how implementing tools like Agent Assist can provide real-time responses and instructions for agents to: Access accurate product information instantly Get real-time suggestions for solving specific issues Retrieve similar past cases and their resolutions [...]

  You're heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on this moment! Things start well, but then ***t hits the fan! Your customer service team gets overwhelmed. You assumed your regular-sized CX team could manage the load. Now there aren't enough people to handle all the calls, msgs and emails flooding in. Wait times balloon from seconds to minutes to hours. Social comments pile up unanswered. Email backlogs grow exponentially. Every year, we see numerous [...]

  Imagine this...It's Friday afternoon and you've just learned one of your flagship products has a potential health risk. By Monday morning? Thousands of concerned customers will be calling, emailing, and posting on social media demanding answers you don't have yet. This exact scenario happened to one of our clients - a pet food manufacturer who discovered a potential Salmonella contamination. Within hours, they faced a decision that would impact their entire brand reputation for years. Here's the truth: When a product recall hits, you have about 24 hours before it transforms from an internal [...]