Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
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Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Customers That Stick
JULY 15, 2015
I needed to get some routine blood work done a few weeks ago, and the doctor recommended that I use the hospital network his practice was affiliated with. My schedule was packed and the hospital was not close, so I found a major testing company that was closer to home and gave them a call. Bad Systems. I was greeted by an Interactive Voice Response (IVR) system — nothing wrong with that, at first — but the IVR only gave me two choices: book the appointment using the phone keypad or book online.
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
Win the Customer
JULY 10, 2015
Organizations today are facing a fundamental change in how customer experiences and service interactions take place. Customers today are more empowers, and infinitely more informed in the decisions they make regarding products and services. As more and more customers turn to online and social as part of their product and service discovery, social channels will […].
Heart of the Customer
JULY 16, 2015
At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we ask them whether they really want a journey map. Because sometimes an experience map is a better fit. It takes us a surprisingly long time to work through what we should […]. The post Do you really want a journey map?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
Uniphore
JULY 20, 2015
Mobile devices have had a huge impact on customer expectations. These days, customers call your company from anywhere, day or night. They demand more ways to connect to you, and they’re using more than one channel to do so.
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
Win the Customer
JULY 25, 2015
When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience. Customers often need more than just a product or service. When there are questions or when things go wrong, customer need resources for help or access to solutions […].
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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.
Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
Kate Nasser
JULY 26, 2015
Teamwork persona: As you develop your career, ask yourself: Will others want to work with me? Work persona checklist from The People Skills Coach™. The post Teamwork Persona: Are You Someone Others Want to Work With? appeared first on KateNasser.com.
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Uniphore
JULY 20, 2015
Customer experience is so important to consumers, that 75% of research participants told American Express 1 they’ve spent more with companies that have a history of positive customer experience.
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.
PeopleMetrics
JULY 11, 2015
When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that. 1. You can avoid the distraction of fairy-tale contracts. High-performing sales professionals are great at recognizing costs and benefits of potential contracts early on. They’re skilled at knowing which prospects to nudge, and which aren’t worth the energy.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
Heart of the Customer
JULY 1, 2015
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you. But don’t take my word for it. A report from Beyond Philosophy […]. The post Reduce effort > Giving refunds appeared first on Heart of the Customer.
Kate Nasser
JULY 12, 2015
Key ways to respond to disrespect and be treated respectfully. Simple effective responses fr The People Skills Coach™. | Teamwork Career. The post Be Treated Respectfully: How to Set Limits w/ Pushy People #peopleskills appeared first on KateNasser.com.
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.
Provide Support
JULY 28, 2015
Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
Uniphore
JULY 21, 2015
Store, voice, IVR, social, chat, web, mobile, SMS… customers are everywhere and 95% of them use more than one customer service communication channel, says a study by CFI Group and eBay Enterprise 1. They want to get service where they’re most comfortable, yet companies struggle with providing omni-channel customer service.
PeopleMetrics
JULY 14, 2015
PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brian Hecker, Partner at Crowe Horwath LLP.
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
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
CX Journey
JULY 21, 2015
Image courtesy of BeachBumBlu I originally wrote today's post for Intradiem. It appeared on their blog on February 19, 2015. Is this the secret to employee engagement? I recently came across a TED Talk by Yves Morieux of Boston Consulting Group (BCG) and wondered if within it lies not only the answer to employee disengagement but perhaps the solution to helping companies do their part in the engagement equation.
Kate Nasser
JULY 19, 2015
Leadership people skills steps to create a creativity culture where people feel safe to engage & innovate. Latest fr The People Skills Coach™. The post Creativity Culture: 7 Keys to Creating Safe Place to Engage | #peopleskills appeared first on KateNasser.com.
Kerry Bodine
JULY 20, 2015
Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark.
Uniphore
JULY 20, 2015
As organizations expand the number of channels by which customers can reach them, an enduring facet the world over is that these channels are not connected. So when customers channel hop, the contact center agent is frequently blind-sided as they see only those interactions for one or two channels at most. This leads to a bad customer experience because the customer has to start over and repeat themselves to bring the contact center agent up to speed.
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
PeopleMetrics
JULY 17, 2015
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went wrong. So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.
Win the Customer
JULY 12, 2015
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].
Dennis Snow
JULY 1, 2015
In this video I address the question: Are you making things easier for yourself or easier for your customers?
Kate Nasser
JULY 8, 2015
How well do you interact w/ highly sensitive people? JOIN The People Skills Coach™ in #peopleskills global Twitter chat SUN. July 12th 10amEDT to discuss. The post Highly Sensitive People: JOIN #Peopleskills Chat July 12th 10amEDT appeared first on KateNasser.com.
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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