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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

ECXO

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. Core values and incentives should be aligned to encourage customer-focused behavior.

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25 Call Center Technology Trends to Watch in 2021

Callminer

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. Technological Trends. Customers want a variety of channels to contact your agents. Live engagement sets customers at ease. Attention to Detail.

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Brian Solis: The Visionary Who Will Mindshift Your Perspective on Innovation, CX and Leadership

eglobalis

Why I Admire Brian’s Work Throughout my career, I’ve been deeply involved at the intersection of technology, design, innovation and customer experience, guiding high-tech companies toward improvement and transformation. Here are some of Brian’s books that I have up here; the rest are in one of our boxes downstairs. 1.

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Beyond the Basics: Why the Traditional Customer Experience Education Model is Outdated

eglobalis

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Education 404
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How customer support can keep up with customer expectations

Intercom, Inc.

They’re utilizing new technologies to offer a customer support experience that people love, and that drives loyalty and engagement. We’ve found that offering new customers real-time support can improve NPS scores by up to 15% and drive incremental growth in new business revenue. It mirrors our approach here at Intercom.

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How customer expectations are rising – and what to do about it

Intercom, Inc.

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? That’s a significant gap between expectations and reality – and one that it’s all too easy for your support team to fall into.

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Sales Technology: 3 Trends You Need to Know

Intercom, Inc.

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”.