May, 2021

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Accelerating the value of customer interactions: Introducing the new CallMiner

Callminer

Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement.

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The 8 Behaviours of a Customer-Centric Leader

Futurelab

In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business. Tags: customer centricity Alain Thys leadership behaviour Facebook Like.

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Building high-performing teams through continuous improvement

Intercom, Inc.

At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Once you find a winning formula, it doesn’t stay relevant for long.

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Why your chatbot is talking customers out of doing business with you

Inside Customer Service

I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried. I had to first navigate through an endless series of menus designed to deflect my question.

Retail 212
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From Start to Scale: Driving Growth Through Seamless Payments Implementation

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

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Follow the Chain of CX Value to Drive Impact

Heart of the Customer

Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].

CX 179
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Zero Cost! How to Use Behavioral Science to Improve Your Customer Experience

Beyond Philosophy

I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.

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Employee Experience Drives the Customer Experience: But It’s Not Just About the Frontline

Futurelab

I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees. That is just not true. When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?

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Core responsibility: How we scaled our core technologies team

Intercom, Inc.

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers.

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Why strict procedures are the key to a great customer experience

Inside Customer Service

I've spent a lot of time at the post office lately and it's fascinating. My latest book came out in March, which means I've sent a lot of books to people I interviewed or who endorsed the book. The books require a special type of discounted postage called media mail, so I have to go to the counter to buy it from a postal clerk. There are three clerks who regularly work in my local post office.

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Good Enough!

Taylor Reach Group

By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good

CRM 169
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Frost Radar: Voice of Customer Analytics, 2024

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.

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Is Customer Service Getting Harder?

Shaun Belding

Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. It has been sneaking up on us for a while, and most organizations are already experiencing the effects without realizing the cause.

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You’re not really sorry.

Callminer

The CallMiner Research Lab uses AI to understand and improve conversations between a company and its customers. Here is what the data tells us about sorry.

AI 182
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Proving the ROI of Reducing Customer Effort

Futurelab

I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback , you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI. Tags: Annette Franz (Gleneicki) customer effort customer experience ROI Facebook Like.

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Conversations with friends: 6 highlights from behind the mic

Intercom, Inc.

This week’s episode is almost my last for the podcast, as I’ll be finishing up today after 2 years and over 100 episodes. So, with that in mind I’d like to share a compilation of some of my favorite guests, hosts, and interviews from my time here. In this period, I’ve been fortunate enough to chat to a really wide range of interesting people from across the world of tech, SaaS, and beyond.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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Five reasons why we struggle to achieve our goals

Inside Customer Service

I talk to a lot of people who are trying to improve customer service. It's a diverse group, including CEOs, executives, middle managers, team leads, and frontline employees. Their challenges are individual, but they all struggle. Many have received conflicting advice. It's hard to know where to start. Fortunately, I've done the research for you. Peter Gollwitzer, a professor in the Psychology Department at New York University, gave me a treasure trove of studies on achieving goals.

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5 Rules for Managing Your Customer Experience in Business-to-Business

Beyond Philosophy

Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

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8 Tips to Reduce Contact Center Costs

Fonolo

Consumer expectation and channel preference have always dictated the direction of customer service and experience. The highly-coveted Millennial and Gen Z consumers expect and demand a certain quality of customer service across all channels. Many call center overseers are now realizing that they are technologically behind their more channel-savvy competitors.

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Forrester study highlights the value of customer intelligence

Callminer

Discover why Forrester Consulting examined the latest trends in customer intelligence.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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CX Journey™ Musings: The More Things Change, the More the Excuses Don’t

Futurelab

Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. Tags: Annette Franz (Gleneicki) change change fatigue change management leadership Facebook Like. Linkedin Share Button. Tweet Widget.

CX 130
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Conversational support is business critical – insights from Forrester research

Intercom, Inc.

It’s no secret in tech that everyone is a big fan of their own work. Self-belief isn’t optional. To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. Believing that you have something truly new to offer. Believing that customers who try it will see better results. And you need to tell everyone, all the time.

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15 ways to handle a huge surge in contact volume

Inside Customer Service

Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.

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Developing Mission, Vision and Guiding Principles in Call Centre Operations Will Improve Customer Service experience

Taylor Reach Group

by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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How to Handle Escalations in a Contact Center

Fonolo

We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”. It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations.

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Three Steps to Proactive Customer Service

Bill Quiseng

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.

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How do we move the call to closure when we can’t give the customer what they’re asking?

Myra Golden Media

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. . Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?

Education 133
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Gong’s Linda Lin on customer success strategies for moving upmarket

Intercom, Inc.

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177
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How to Easily Navigate Crypto Accounting in the Web3 Era

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

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Reimagining Customer Experiences With 3D Technologies

Customer Think

The new normal is evolving every day, and so are customer expectations. One of the major shifts in consumers’ sentiment today is – ‘If I can do it online, I will.’ This shift is likely to stay in consumers’ lives as they become increasingly comfortable with technology. Today’s consumers seek personalized and engaging experiences that […].

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How the pandemic has changed customer support forever

Intercom

The COVID-19 pandemic has had an irreversible impact on how the world does business. Over the last year, companies have had to pivot to digital-first ways of working overnight; supply chains and distribution facilities worldwide have been majorly disrupted; and, in the midst of all this uncertainty, consumers have (understandably) been more anxious and frustrated than ever.

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How to Make a Call Center Agent Engagement Survey

Fonolo

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Measuring engagement through surveys allows for employees to feel heard. Engagement is especially important for call centers, since staff turnover is typically high. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry.

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Measuring Customer Experience: How to Collect the Right Data and Act on It

Totango

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.

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7 Essential Criteria for Choosing the Right Payments Partner

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.