CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Callminer

FEBRUARY 19, 2020

There are numerous issues for which call center managers and leaders must account in running a successful customer support operation. From actively keeping track of shifts in the industry’s technological standards and accommodating economic imperatives to handling other critical processes within the realm of human resources , there are enough potential challenges to tackle in typical call center operations to keep entire management teams reasonably busy year-round.

Artificial Intelligence 287

Artificial Intelligence Innovation Social Media AI 287

Intercom, Inc.

FEBRUARY 11, 2020

It happens every day. A company you bought something from months ago sends you an email with three immortal words: “We Miss You”. These messages feel icky because the sentiment is belated and insincere. Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

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

Customer Satisfaction

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 167

Customer Experience Customer Experience Management 167

Uniphore

FEBRUARY 26, 2020

In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left. Automation is moving up in the ranks for agent engagement.

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Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Intercom, Inc.

FEBRUARY 4, 2020

An inevitable fact of life is that no matter what team you work on, you’re guaranteed to run into problems you get stuck on. Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. In these situations, you essentially have two options: You can try to persevere with the problem until you find a solution.

Engineering 261

Engineering 261

Beyond Philosophy

FEBRUARY 27, 2020

The wealth of information within academia and doesn’t get used by business is amazing. I blame their naming. Academics have great information, but a terrible naming skills. . Take Hyperbolic Discounting (please!), a significant psychological concept that plays into many decisions we make, that we discussed on a recent podcast. You might think the term describes super-exaggerated markdowns, but it doesn’t. .

Gambling 187

Gambling Education Sales Technology 187

Navedas

FEBRUARY 19, 2020

Using soft skills like humor, creativity and empathy in customer service, agents are able to change a mediocre customer experience into a memorable one. The post Humor Creativity And Empathy In Customer Service: Know How To Read The Room appeared first on Navedas.

Customer Service 130

Customer Service Customer Experience Omnichannel Customer Satisfaction 130

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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.

VOC

Shaun Belding

FEBRUARY 6, 2020

The Top Ten Bad Customer Service Stories of 2019 Last week we published the Top 10 Best Customer Service Stories of 2019. This week, we flip the coin over and take a look at the ugly side – the Top 10 bad customer service stories of 2019. About our Top 10 Customer Service Stories lists […].

Customer Service 130

Customer Service 130

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be?

Customer Service 151

Customer Service Contact Center Customer Loyalty AI 151

Callminer

FEBRUARY 24, 2020

Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance. The power your call center environment has over your staff’s overall level of productivity cannot be overestimated.

Technology 207

Technology Technology Customer Satisfaction Contact Center 207

Intercom, Inc.

FEBRUARY 6, 2020

The shift from serving just consumers to serving consumers and companies is a massive one. The story you tell to the market, the competitive moats you build, the pricing models fueling your growth – everything that got you to where you are needs to be reimagined for your new buyer. It might be the same core product, but it’s a completely different strategy. “The shift from serving just consumers to serving consumers and companies is a massive one” For Udemy, investing in a B2B arm se

B2B 243

B2B B2C Start-ups Sales 243

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.

AI

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

AI 166

AI Social Media Artificial Intelligence CX 166

Navedas

FEBRUARY 12, 2020

Do you love your customers? Do they know it? Customer love nurtures your B2C relationships. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas.

CX 130

CX B2C Customer Relationship Customer Retention 130

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

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Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

CX 114

CX Customer Experience 114

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.

AI

Callminer

FEBRUARY 4, 2020

Use these metrics to design a powerful development plan for your contact center agents, find areas of operations in which you are losing money, and more.

Contact Center 226

Contact Center 226

Intercom, Inc.

FEBRUARY 20, 2020

? ?. Arguments: for many of us, being at odds with friends or colleagues is enough to elicit a physical reaction. Our heartbeats quicken. Our chests tighten. Our blood pressure rises. And we’ll do almost anything to avoid a negative confrontation. The keyword here being “negative” A new book by Buster Benson suggests that, when approached with a positive mindset, arguments can be opportunities for understanding, for new ideas, and ultimately for growth – if we’re willing to che

Start-ups 232

Start-ups Technology Technology Social Media 232

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. . We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers.

AI 162

AI Innovation Social Media Construction 162

Navedas

FEBRUARY 5, 2020

Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience. The post CSAT.AI for Customer Experience and Quality Assurance, Your New Best Friend appeared first on Navedas.

Customer Experience 130

Customer Experience Innovation Artificial Intelligence Customer Satisfaction 130

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

Customer Experience

Taylor Reach Group

FEBRUARY 12, 2020

By Colin Taylor. Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all have experience with people shouting “AGENT” into their phones when self-service fails.

AI 120

AI Artificial Intelligence Technology Technology 120

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 119

Touchpoint Start-ups Education Customer Relationship 119

Callminer

FEBRUARY 18, 2020

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter.

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Intercom, Inc.

FEBRUARY 4, 2020

Today we’re delighted to launch our brand new API version 2.0 , which makes it easier for our customers to pull, analyze, and update Intercom contact and conversation data. This will more easily allow our customers to transform their data into valuable performance reports and business insights. It consists of an overhauled Conversations API, as well as brand new Contacts and Data Attributes APIs.

Construction 231

Construction Retail Technology Technology 231

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

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.

Gaming 162

Gaming Entertainment Customer Experience 162

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.

Customer Service 103

Customer Service Customer Experience 103

Taylor Reach Group

FEBRUARY 6, 2020

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices.

CX 118

CX Hospitality Hospitality Healthcare 118

Heart of the Customer

FEBRUARY 13, 2020

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.

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CX Customer Experience Customer Journey Map 103

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.

Compliance