eglobalis
APRIL 11, 2021
In the Digital Experience and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? experience Design. The post In the Digital and Customer Experience World, there are two lives: Before and After COVID-19. Is your company ready? appeared first on Eglobalis.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tabitha Dunn guest speaker for ECXO announced. You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar.
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Intercom, Inc.
APRIL 22, 2021
That question has been on Will Larson ‘s mind for a long time. For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better. As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering.
Inside Customer Service
APRIL 15, 2021
The webinar software wasn't working. An important client was paying me to facilitate a virtual session for its employees. The client had juggled a lot of schedules to make sure everyone could attend. A lot was riding on this. I could feel a rising sense of anxiety. There was less than 30 minutes before the webinar started. To my surprise, a friendly employee quickly answered my technical support call.
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
Bill Quiseng
APRIL 25, 2021
When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. We got everyone involved at all levels of the organizations, followed local, state, and federal guidelines which changed week-to-week, and innovated, looking at every possible solution to keep us safe.
Futurelab
APRIL 13, 2021
Imagine the following situation. A man sees an attractive woman at a party. They talk and decide to have a few dates. After giving all the right signals for being a loyal, caring, trustworthy and relationship-oriented guy, he convinces her to spend the night. The next day he is gone and when she calls, it is clear he doesn't want to speak to her. Tags: Alain Thys brand loyalty B2C relationship customer needs 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.
ECXO
APRIL 12, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Experience and Service Management; meeting along the Customer Journey. The Customer Journey is an important common denominator between the CX and Service Management frameworks. Although their approaches may differ, both share the common goal of realising a great customer experience.
Intercom, Inc.
APRIL 13, 2021
In Intercom, we believe that shipping is our company’s heartbeat. Our product engineers are empowered to build great features, fast. A large part of making this belief a reality is the idea of running less software. Every product team is burdened by the effort required to evolve and maintain complex infrastructure that powers their features. For this reason, we chose to run exclusively on AWS and wherever possible, we make use of battle-tested AWS services, be it RDS Aurora for our relational
Callminer
APRIL 27, 2021
The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.
Inside Customer Service
APRIL 22, 2021
Customer service managers write a lot of procedures. The big challenge is getting employees to follow them. Employees forget. They get confused. Sometimes, they just don't wanna. This creates consequences. Customer experience becomes inconsistent. Service quality erodes. The manager has to spend extra time fixing problems. There is a simple solution.
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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.
Beyond Philosophy
APRIL 23, 2021
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly. But I am not against monitoring social media or using it as a responsive customer service channel.
ECXO
APRIL 1, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.
Intercom, Inc.
APRIL 1, 2021
?. Wikipedia , the beloved, widely-known, free-access web encyclopedia is turning 20 this year. It’s one of the most visited websites on the internet, curated by a global network of hundreds of thousands of volunteers who have written over 55 million articles in 300 languages. It’s the world’s largest repository of human knowledge, but as Janeen Uzzell explains, it’s not without its blind spots.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Callminer
APRIL 21, 2021
Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.
Inside Customer Service
APRIL 8, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. "We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email.
Beyond Philosophy
APRIL 9, 2021
Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much. However, the reason not much happens with these accounts could be influenced by the biological amount of bandwidth you have for maintaining relationships.
Taylor Reach Group
APRIL 14, 2021
By Colin Taylor. We are now more than a year into the “new normal” and increasingly contact center organizations are recognizing this fact. I am often asked if I think that contact centers will ever go back to 100% “bricks and mortar”, and the answer I give is no, that ship has sailed. Organizations were forced by the pandemic to deploy work from home and it wasn’t, as many feared, dominated by staff sitting on the couch eating cheese doodles and watching “The Talk”.
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.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”.
Intercom, Inc.
APRIL 21, 2021
We recently had an internal discussion about innovation. What does it mean to us, how do we think about it? Like any company, we want to create new and better products that solve important customer problems – but how do our values of moving fast and starting small foster a culture of innovation? Below is my answer for our team. Hopefully it is useful for you in thinking about this topic in your own company.
Callminer
APRIL 19, 2021
In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.
Fonolo
APRIL 1, 2021
For today’s businesses, closing deals and making sales isn’t enough. If your customers aren’t happy with the experience you provide, they’ll leave you without a word. That’s where CSAT — or customer satisfaction — scores come in. This KPI is essential for contact centers to measure how their customers feel about their service. It’s a great way to explore trends within customer feedback and identify problem areas.
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
Beyond Philosophy
APRIL 16, 2021
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. I am sharing the five rules for dealing with company politics that I learned over my career.
Futurelab
APRIL 4, 2021
In last week’s post, I wrote about some findings in Salesforce’s latest State of the Connected Customer report. One of the graphics for the first finding, “customer connections are essential,” stood out to me. The title of the chart is, “Amid Crises, Experience Remains a Key Differentiator.” I agree with that. It’s the sub-title that struck me: “The Experience a Company Provides Is as Important as Its Products or Services.”.
ECXO
APRIL 5, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Q. Alan, what is your take on a big CX Transformation Programme as a Strategy? A. It doesn’t work!! Image Headway, Unsplash. When I was asked to share my views on this topic it felt familiar, I have been asked this before by clients and prospects, by CX Practitioners and CEO’s and my answer is always the same.
Inside Customer Service
APRIL 29, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Several years ago, I had a long-term consulting project in Portland, Oregon. I'd fly in on a Monday, work crazy hours, and then fly home at the end of the week.
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
Customer Think
APRIL 25, 2021
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.
Fonolo
APRIL 15, 2021
Occupancy Rate is one of the most widely used metrics in the call center industry. But what exactly does it mean, and how can you leverage it to better your business? If you’re new to call center KPIs or need a refresher, you’ve come to the right place. Read on for a crash course on occupancy rate! The Executive Guide to Improving 6 Call Center Metrics.
Help Scout
APRIL 29, 2021
Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to
PeopleMetrics
APRIL 30, 2021
What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe
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.
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