ECXO
JANUARY 25, 2022
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available.
Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Adrian Swinscoe
JANUARY 20, 2022
I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe.
Intercom, Inc.
JANUARY 20, 2022
In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
Inside Customer Service
JANUARY 6, 2022
Paul Harvey was on the radio in my house a lot when I was a kid. Harvey was famous for a segment called "the rest of the story" where he shared a forgotten story or little-known fact about a famous person or event. Each ended with with a surprise twist and his famous phrase, "And now you know. the rest of the story!" We often miss the rest of the story when we interact with customers.
Futurelab
JANUARY 31, 2022
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree. Tags: Annette Franz (Gleneicki) customer experience customer-centric growth metrics Facebook Like.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
JANUARY 13, 2022
As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.
Adrian Swinscoe
JANUARY 13, 2022
Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe.
Intercom, Inc.
JANUARY 25, 2022
Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. Learn how to better understand, nurture, and convert leads with the Intercom integration with HubSpot. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intellig
Heart of the Customer
JANUARY 20, 2022
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?
Bill Quiseng
JANUARY 10, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.
C3Centricity
JANUARY 17, 2022
Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.
Adrian Swinscoe
JANUARY 4, 2022
This guest post by Dave Hoekstra, a Product Evangelist at Calabrio, reflects on lessons learned by contact centres in 2021 and offers a glimpse into 2022, […]. The post A glimpse into 2022: How can contact centres plan ahead? first appeared on Adrian Swinscoe.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
Intercom, Inc.
JANUARY 5, 2022
There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. Cyber attacks have gone up 125% from the previous year, and with companies shifting to partial or fully remote settings, it shows no sign of slowing down. In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-par
Customer Think
JANUARY 22, 2022
Python, an open-source programming language, was released in 1991 by Guido van Rossum. Over the years, Python has grown to become one of the most popular programming languages used in both academic & commercial environments. Everyone knows that Python is the best programming language to use when creating an application from scratch. It effectively eliminates […].
Shep Hyken
JANUARY 5, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.
cxservice360
JANUARY 7, 2022
Customer experience trends continue to change and evolve at a rapid rate. Here is a guide to what consumers can expect from brands and companies in the new year: A Focus On Pleasurable Online Experiences As the pandemic continues, customers are largely relying on digital services and communications with brands. A year or two ago, Read more. The post The Top Customer Experience Trends to Know About in 2022 appeared first on CXService360 - Customer Service Articles, Stories and more.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
Experience Investigators
JANUARY 18, 2022
Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.
Adrian Swinscoe
JANUARY 31, 2022
Today’s interview is with Dr. Elora Voyles, an Industrial-Organizational Psychologist and People Scientist with TINYpulse, a provider of employee engagement and feedback software. Dr Elora joins […]. The post Leadership, employee experience and the Zoom ceiling – Interview with Dr Elora Voyles of TINYpulse first appeared on Adrian Swinscoe.
Intercom, Inc.
JANUARY 11, 2022
Today, we’re excited to announce Intercom’s first virtual launch event, New at Intercom , to be held on March 23rd. . We’re witnessing a ??dramatic one-way acceleration in the transition to a primarily online business environment, and that shift is transforming how businesses engage with prospects and customers. Making the most of this opportunity requires the tools of tomorrow.
Customer Think
JANUARY 10, 2022
“Digital transformation isn’t about tech for tech’s sake – it’s about using technology to achieve business goals.” – Teresa Torres Do you know? 87% of organizations claim to have profitable results after implementing digitization in business. Indeed this digitization has proved to be a boon for businesses. With the immediate business shut down in the […].
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Steven Van Belleghem
JANUARY 26, 2022
Intelligence, augmented. Even in the digital world, people like to deal with people. But an outstanding customer experience happens when you figure out how to improve the level of human service using technology. You cannot expect customer service staff to remember every detail of every individual’s history with the company. However, it is very easy to have a system that quickly gives that key information, enabling humans to say the right thing at the right time, and create a more personalised ex
The DiJulius Group
JANUARY 10, 2022
In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.
Experience Investigators
JANUARY 5, 2022
Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success.
Adrian Swinscoe
JANUARY 17, 2022
Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]. The post An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta first appeared on Adrian Swinscoe.
Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead
Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively
Intercom, Inc.
JANUARY 12, 2022
Or rather, it should be. That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. According to Benn Stancil , co-founder and Chief Analytics Officer behind Mode , a platform designed to help data analysts and data scientists analyze, visualize, and share data, a lot of their actual day-to-day work involves sitting with product managers and business leaders, tinkering with various things
Customer Think
JANUARY 17, 2022
As technology advances, so does everything else. No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support. It’s also important for companies to monitor the stories being said about […].
Steven Van Belleghem
JANUARY 19, 2022
In fact, it’s the one domain where computers don’t even come close to competing with us. Over the years, software has even become quite good at being creative, but empathy remains that last beacon, something that is typically human. Unfortunately, it’s not because you are human, that you’re automatically good at being empathic. Those are two very different things.
C3Centricity
JANUARY 3, 2022
Happy New Year to all you Customer-first strategists. May your year by bright and your customers surprised and delighted! Each January we like to celebrate our most popular posts on customer centricity that were published on C3Centricity during the year. Just like 2020, covid has forced all of us to be a little more creative and a little less demanding in our work.
Speaker: Brad Pinneke, VP of Business Development at Payrix and Worldpay for Platforms
In this webinar, Brad Pinneke, Vice President of Business Development at Payrix and Worldpay for Platforms, will dive into the 7 must-have criteria for evaluating payments partners, helping you maximize both efficiency and the long-term value of your investment. From assessing technology capabilities to leveraging business development opportunities, this session will give you a clear, actionable strategy to select the right partner for scaling your business.
Expert insights. Personalized for you.
296 
Let's personalize your content