eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
Callminer
DECEMBER 7, 2020
Read this blog to learn what can go wrong with self-service systems and how these issues can hinder the customer experience.
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Futurelab
DECEMBER 13, 2020
Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn. Tags: Annette Franz (Gleneicki) business change change management project management risk Facebook Like.
Intercom, Inc.
DECEMBER 21, 2020
This was a year when it felt like history was unfolding in real time – rather than the narrative of our time taking shape gradually over months and years, events were seemingly getting inscribed straight into the collective memory every day, or sometimes every hour. Such turbulence is never pleasant to live through – we crave a steady, predictable pace of progress, and above all we crave a sense of control over that progress.
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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.
Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
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
DECEMBER 20, 2020
Read this article to learn how to identify, support and retain vulnerable customers.
Fonolo
DECEMBER 10, 2020
2020 was the year that companies finally realized that nobody escapes a call surge. At first, we thought it would be unfair to measure companies in a crisis with the same yardstick we use in less ‘unprecedented’ times. But then again, life isn’t fair. And it isn’t fair to keep your customers waiting on hold endlessly — especially during a crisis.
Intercom, Inc.
DECEMBER 10, 2020
Few are better placed to explain the concept of customer success than Nick Mehta. As CEO of Gainsight , he has done more than most to popularize the category in the B2B SaaS world, and these efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 billion. Nick’s belief that business is personal underpins his outlook, and he takes a “human-first” approach in his role.
Heart of the Customer
DECEMBER 12, 2020
CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?
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.
Myra Golden Media
DECEMBER 17, 2020
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.
Buyer Persona
DECEMBER 20, 2020
The global COVID-19 pandemic has exacerbated the effect of fatigue on people from all walks of life. We are feeling pandemic fatigue from vigilant following of guidelines. Business professionals are burning out from Zoom meeting fatigue. Our courageous frontline health care workers are nearing collapse from the fatigue of long intense hours. Single mothers and families are faced with virtual school fatigue.
Futurelab
DECEMBER 13, 2020
Do you consider the candidate experience to be part of the employee experience? If not, you should. The employee experience begins well before the employee gets her badge and goes through orientation. The employee experience lifecycle is a long one, running through similar stages as the customer experience lifecycle. Tags: Annette Franz (Gleneicki) candidate experience employee experience employee expectation Facebook Like.
Fonolo
DECEMBER 3, 2020
Over the past few years, CX has become more than just a hot topic. It’s become the heart of business conversations. To truly provide the best service for your customers, you need to focus on their entire journey with your company — examine their touchpoints, interactions, and expectations and ask yourself: Is there a way to make this process simpler?
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.
Intercom, Inc.
DECEMBER 22, 2020
This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success. As it happens, 2020 has only reinforced this, by highlighting again and again the importance of strong customer relationships as the structural foundation on which so
Heart of the Customer
DECEMBER 21, 2020
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […]. The post 2021: The Year of CX Data appeared first on Heart of the Customer.
Customer Service Life
DECEMBER 23, 2020
I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written about National Lampoon’s Christmas Vacation , The Holiday , and Arthur Christmas. This year I set my sights on quite possibly the most loveable character in any Christmas movie — Buddy the Elf from the movie Elf. As I’ve spent time reflecting on Buddy, it’s clear to me that he worked in a contact center at some point in his life.
The DiJulius Group
DECEMBER 9, 2020
Before I share how to make 2021 your greatest year ever, let me first ask two questions: #1 What do Uber, Airbnb, Warby Parker, Venmo, & Square all have in common? All of these revolutionary companies started during the great recession between ’07-’09. #2 Why do so many companies and industries get. Read Full Article. The post How to Make 2021 Your Greatest Year by Weaponizing Adversity appeared first on The DiJulius Group.
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
Buyer Persona
DECEMBER 9, 2020
Over time, we can build assumptions about how things work. How things are supposed to be. Or we cement assumptions about what people think. Or how we expect people to behave. Oftentimes, we can create an over-reliance on past data and experiences to shape our assumptions about the present and the future. . Due to the COVID-19 pandemic , many organizations will need to ask these critical questions: .
Fonolo
DECEMBER 8, 2020
AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021. Contact Center Execs Had Been ‘Back-Burnering’ Upgrades. Artificial intelligence has been around for a while now, but many contact centers have yet to integrate it.
Intercom, Inc.
DECEMBER 8, 2020
Modern customers expect quick, personal, and effective service. To provide this, you must understand how your customer experience stacks up against these expectations. This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team?
Myra Golden Media
DECEMBER 8, 2020
In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.
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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
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.
Customer Service Life
DECEMBER 14, 2020
I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we waited, we watched one customer lose patience, leave the line, get in her car, and go through the drive-through. And I’m pretty sure she got faster service.
Buyer Persona
DECEMBER 14, 2020
In sports, confidence is often mentioned as one of the key ingredients to winning. I saw this firsthand with my daughter and her competitive experience in gymnastics. She attended the same gym as Amy Chow, the U.S. Olympic Gold and Silver Medal winner in the 1996 Olympics. And a team member of the 2000 Olympics. One Saturday, while waiting for my daughter, I watched Amy do a small portion of her routine on the balance beam.
Fonolo
DECEMBER 15, 2020
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur. And they will happen more frequently in the coming century, as natural forces and increasing disparity combine to drive systemic ecological and societal change.
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.
Intercom, Inc.
DECEMBER 17, 2020
Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020. We’ve heard from product leaders, e-commerce leaders, and customer support leaders about high volumes, new working practices, and remote launches. Of course, companies have had to suddenly reimagine not just how they deliver for customers, but also how they operate behind the scenes.
Experience Investigators
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Totango
DECEMBER 15, 2020
Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.
The DiJulius Group
DECEMBER 2, 2020
4 Quick Tips to Help you Make the Pandemic Irrelevant 1. Customer Service Feature Story Want to transform your customer service? Do this first By Dave Murray, Senior Customer Service Consultant As a customer service consultant, I repeatedly get asked, “When wanting to substantially improve your company’s customer service, where is the best. Read Full Article.
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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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