Intercom, Inc.
JUNE 22, 2018
It’s easy to believe that machine learning is hard. An arcane craft known only to a select few academics. After all, you’re teaching machines that work in ones and zeros to reach their own conclusions about the world. You’re teaching them how to think! Indeed, the majority of literature on machine learning is riddled with complex notation, formulae and superfluous language.
Callminer
JUNE 18, 2018
Research is making it clear that when it comes to business interactions, tone matters. And if you’re not taking advantage of these insights in your contact center, you might be left behind.
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CX Accelerator
JUNE 19, 2018
Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion. Showing this type of empathy often comes naturally to us, and is ingrained in how we act in our everyday lives.
Beyond Philosophy
JUNE 22, 2018
When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. We discussed Extremeness Aversion on our podcast earlier this month.
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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.
Fonolo
JUNE 20, 2018
Your customer is your brand. Whether your client-facing business is a long-standing institution or the brand new kid on the block, you ought to keep this one fact in mind. In the midst of an increasingly digital space, where human interactions and considerations have the potential to get lost in the mix, it’s easy to forget that most of us are in the business of people; consumers are the heartbeat of our companies, and their feedback and acknowledgement of our good work can keep us chugging alon
Lumoa
JUNE 4, 2018
Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Callminer
JUNE 25, 2018
Without a strong frontline call center staff, you risk losing customers, a poor reputation, and loss of revenue.
CX Accelerator
JUNE 27, 2018
Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.
Beyond Philosophy
JUNE 4, 2018
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.
Myra Golden Media
JUNE 25, 2018
Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop
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.
C3Centricity
JUNE 28, 2018
What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!
Intercom, Inc.
JUNE 8, 2018
Kaizen is the philosophy of continuous improvement. Web businesses searching for product market fit think they can follow this philosophy just by shipping code. But shipping code doesn’t mean that you’re making any significant product improvements. Similarly you can make undeniable improvements to parts of your product and get no response or appreciation for it.
Callminer
JUNE 24, 2018
Today we are excited to announce that CallMiner has been named a Leader in The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018.
Totango
JUNE 28, 2018
Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results. Extending Product and Engineering Teams. We are constantly hiring the best and brightest Engineers, Product Managers, Designers, and Data Scientists who are passionate about our Enterprise-2-Cus
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.
Beyond Philosophy
JUNE 15, 2018
Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?
Myra Golden Media
JUNE 8, 2018
Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.
C3Centricity
JUNE 28, 2018
What does a CMO do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years! So just how long have you been in your position?
Intercom, Inc.
JUNE 18, 2018
A few years ago, we had a seemingly simple problem to solve: our customers needed an easy way to set realistic expectations around their response times to conversations in our Messenger. Did this prove that we should have trusted our intuition all along? When we first considered the problem that businesses were facing, we instantly thought of implementing something like an “office hours” setting, so businesses could easily alert people to when they were likely to respond.
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
Callminer
JUNE 20, 2018
For many businesses, debt collection is an unavoidable necessity. But how can you improve your call center agent productivity while mitigating risk?
Fonolo
JUNE 14, 2018
2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. And: It’s time for you to win. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. In 2018, becoming a winning company with a devoted fan base is no easy feat.
Beyond Philosophy
JUNE 8, 2018
Businesses are in a rut. Speed, efficiency and convenience are all rational factors companies focus on when they think about customer experience. But good experience isn’t that simple. It involves more than you think. For years, research has indicated that the future of success for business is in customer experience. But recent PwC research shows that businesses have a customer experience disconnect.
Retently
JUNE 24, 2018
In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. From automating various tasks to integrating with other systems, find out below what you should pay attention to when deciding on the appropriate customer satisfaction survey software for your
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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.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
Intercom, Inc.
JUNE 4, 2018
The promise of live chat for sales teams is being able to connect faster with high-quality leads. But for someone in Sales Operations, the first thing we think is: how well does live chat convert? As Intercom’s VP of Sales Operations, my job is to obsess over how we can optimize our supply chain to deliver against our pipeline and revenue targets; in other words, figuring out how to make our sales organization run better and faster.
Callminer
JUNE 13, 2018
I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics. But I wanted to share with you some of the questions, answers, and takeaways from the webinar.
ProProfs
JUNE 14, 2018
Trends and ties change, such as the millennial generation, which doesn’t believe in spending every hour of the day at work. For a business, it could mean that you should come up with solutions that can make those hours count. That means employing strategies that translate to increased efficiency and boost employee performance. So, what can you do to accomplish that?
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.
Beyond Philosophy
JUNE 29, 2018
We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.
Kerry Bodine
JUNE 14, 2018
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well, that’s because of a regulation we don’t have control over,” you begin to say.
Retently
JUNE 13, 2018
Exit surveys — surveys you send to customers when they cancel their subscription or abstain from upgrade after a free trial, ceasing to use your service — have grown massively in popularity over the last few years, as an increasing number of businesses realize the tremendous value of feedback from departing customers. Done right, they can provide valuable insights into why customers quit using your product giving you a grasp of the customer experience and the issues they dealt with a
Intercom, Inc.
JUNE 29, 2018
When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. Instead, they look for patterns and frameworks that are widespread and valuable. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.
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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.
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