CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Intercom, Inc.
OCTOBER 9, 2019
The range of work we do as product managers is so broad that we inevitably end up finding inspiration from all sorts of sources, whether it’s books on business strategy or essays on design. However, the book that has given me the most insight into the nature of my work is somewhat unlikely – psychologist Daniel Kahneman ’s non-fiction bestseller Thinking, Fast and Slow. “Our brain has two very distinct modes of thought: System 1 (fast, automatic, and impulsive) and System 2 (slow, consciou
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
OCTOBER 3, 2019
There are many characteristics that successful call center representatives share, some being more important than others. Additionally, there are some characteristics that will be more important based on the needs and functions of a particular call center, although many traits are universal to all who work in a call center setting. Things like showing up on time, willingness to learn, and a generally good attitude are things all call center reps should possess.
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Beyond Philosophy
OCTOBER 11, 2019
I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.
Fonolo
OCTOBER 9, 2019
The RingCentral Avaya announcement from last week had a lot of industry watchers scratching their heads. The benefits to RingCentral were clear: They just bought an exclusive position for their UC offering with the world’s largest reseller ecosystem. But what is Avaya’s main benefit? Obviously, the cash component was a key to it. (Although I don’t fully understand the inner-workings of that cash-crunch.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
OCTOBER 22, 2019
Good onboarding isn’t just about introducing new signups to your product’s features – it’s a continual process of guiding people towards success with your product. That long-term focus on ensuring people find success with your product should lead to higher customer retention, which is the foundation on which thriving businesses are built. As our Co-founder and Chief Strategy Officer Des puts it, “ customer retention is the new conversion. ”. “It’s important to have a solid strategy in plac
Callminer
OCTOBER 31, 2019
It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer churn.
Heart of the Customer
OCTOBER 2, 2019
Domino’s went and spoiled it. And then Amazon made it worse. It used to be that customers were patient and okay with waiting on your processes. Whether shipping a product, going through underwriting, or applying for a loan, we were okay with waiting in the dark. We didn’t like it. But we accepted that companies […]. The post No News is No Longer Good News appeared first on Heart of the Customer.
Beyond Philosophy
OCTOBER 4, 2019
Some people confuse marketing and advertising. Many people think they are the same thing. They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. It is where you make your brand promise, aka your value proposition. It is also where you begin to set customers’ expectations for your Customer Experience.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Customer Experience Matrix
OCTOBER 27, 2019
October 22 was a landmark day for the CDP industry. We reported three significant announcements: Mastercard bought CDP and loyalty vendor SessionM which will power Mastercard services for its merchant clients Teradata launched its own CDP offering, Vantage CX, which will anchor Teradata’s marketing software product line Tealium partnered with marketing agency Wunderman Thompson , which will use Tealium AudienceStream to manage customer data for agency clients Each announcement following a string
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.
Intercom, Inc.
OCTOBER 16, 2019
The SaaS industry is constantly evolving, and for many companies in the space, that means having to evolve their business model. However, that doesn’t necessarily mean a “pivot”, but more often the evolution is a shifting business model as the company scales and the user base grows and changes. The classic example sees a company move from niche startup to mainstream scale-up, but it can also see companies hone their product-market fit by focusing on a more specialized, and yet more lucrative, us
Callminer
OCTOBER 30, 2019
Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Customer Bliss
OCTOBER 10, 2019
Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.
Beyond Philosophy
OCTOBER 11, 2019
A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.
Uniphore
OCTOBER 18, 2019
You might be asking yourself, "Why is employee engagement such a hot topic this year?" Given the sheer volume of time and money spent on all things digital self-service over this past decade, one would think call centers would be left with nothing to do. Quite the contrary. While some of the easy calls have been diverted to self-service channels, contact center agents are finding themselves fielding more complex call types and often dealing with grumpier customers on the other line who just fini
CX Accelerator
OCTOBER 21, 2019
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
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
Intercom, Inc.
OCTOBER 29, 2019
At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. As Intercom’s business grew rapidly in 2017, we found ourselves at this exact crossroads. We could no longer assume all our customers had uniform needs and could be reached the same way. Having grown to more than 300 people, communication between colleagues became complex , fracturing that crisp, shared notion of the customer we once took for granted.
Callminer
OCTOBER 28, 2019
At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.
Fonolo
OCTOBER 30, 2019
If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce. It’s not surrising: One of the brand’s differentiators is its customer service offering.
Beyond Philosophy
OCTOBER 4, 2019
Case Study: RICOH Printers (Canada). I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey. In our global Customer Experience consultancy, we have the honor of working with fantastic organizations that are committed to doing the difficult work of improving their Customer Experience from the inside out.
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.
Uniphore
OCTOBER 15, 2019
How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system?
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Intercom, Inc.
OCTOBER 1, 2019
Most SaaS companies start with a single solution designed for a single audience. But as they pick up steam, offering more products to multiple target markets, it’s easy for the message to get a little fuzzy. When Shane Murphy-Reuter joined us here at Intercom as SVP of Marketing earlier this year, he had to manage four different teams on two continents working on multiple products.
Callminer
OCTOBER 21, 2019
These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.
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.
C3Centricity
OCTOBER 1, 2019
We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!
Beyond Philosophy
OCTOBER 25, 2019
The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.
The DiJulius Group
OCTOBER 9, 2019
*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Expert insights. Personalized for you.
303 
Let's personalize your content