CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Callminer
SEPTEMBER 25, 2019
Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.
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Intercom, Inc.
SEPTEMBER 10, 2019
The design community is no longer talking about having to prove the value of design to get a seat at the table. Designers have demonstrated that design can be a central pillar of business success. But they’ve also lost something along the way. Designers have stepped off their island where slick, yet ineffective and impractical design is made. They’ve embraced cross-functional relationships and work closely with partners all across the organization.
Beyond Philosophy
SEPTEMBER 10, 2019
Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?
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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.
Heart of the Customer
SEPTEMBER 9, 2019
I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.
Customer Bliss
SEPTEMBER 24, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.
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
SEPTEMBER 30, 2019
Gain an understanding of data mining, including data mining techniques, tools for data mining, and data mining best practices you should know.
Intercom, Inc.
SEPTEMBER 24, 2019
A lot of the books, articles and discourse around product design focuses on the process of design work (the things designers do) and the output of design work (the things designers deliver). We often spend less time thinking and talking about the impact of design work – that is, what does our work truly achieve and change beyond just the artefact that it delivers.
Beyond Philosophy
SEPTEMBER 11, 2019
Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing. They didn’t, so I set about comparing and contrasting the models that were available. I quickly got lost in technical specifications, so I decided that I would choose based on how long the power supply would last.
Heart of the Customer
SEPTEMBER 26, 2019
I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]. The post Fees = Lazy CX appeared first on Heart of the Customer.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Lumoa
SEPTEMBER 16, 2019
What is customer churn? It means that your customer canceled their business with you, or decided not to renew the agreement they previously had. You calculate the churn rate by dividing the # of lost customers by # of customers at the start of the defined period.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Callminer
SEPTEMBER 23, 2019
A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired with low talk time, is a common goal.
Intercom, Inc.
SEPTEMBER 17, 2019
Onboarding is a holistic, ongoing process sitting at the intersection of many different teams: product, sales, marketing, customer engagement and business operations. A customer’s onboarding may start with them visiting your website and choosing to purchase your product or service. But it should also persist as they learn how to use your product and become a confident power user who discovers continued value in your product over time.
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
SEPTEMBER 2, 2019
Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly. It could also be a product of their apathy. Customer loyalty is more than automatic or indifferent behavior.
UJET
SEPTEMBER 10, 2019
Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.
Fonolo
SEPTEMBER 19, 2019
Your airline has updated your flight details, shortening an already tight connection time. After being on hold for 45 minutes, you spend a slow afternoon going back and forth with an agent before you are finally booked on another flight. Just as you’re about to hang up, the agent asks, “By the way, would you like to upgrade to our Premium Economy for only $70 more?”.
PeopleMetrics
SEPTEMBER 12, 2019
Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gathe
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
SEPTEMBER 15, 2019
Tracking the time agents spend on after call work is an important component of running an efficient call center. Here’s how ACW tracking can benefit your company.
Intercom, Inc.
SEPTEMBER 19, 2019
Some leaders mistake internal competitiveness for toxicity, opting instead to exclusively focus on collaboration. They avoid any internal ranking, out of fear that the workplace will become negative – or politically charged. This is the recipe for a mediocre sales team. Like a sports franchise, a top team should be both collaborative and competitive.
Beyond Philosophy
SEPTEMBER 6, 2019
There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now. Too few business people step back and think about the larger strategy. However, strategy is essential to ensure that all your tactics are not a waste of time. .
SixteenVentures
SEPTEMBER 11, 2019
Companies struggling with growth are the ones that try to figure out how to spend as little as possible to acquire customers. The companies growing like crazy have figured out it’s not about how much you spend, but the efficiency of that spend. They know that if you can outspend your competition to get in front of prospective customers, you’ll win.
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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.
Fonolo
SEPTEMBER 3, 2019
Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television. Scoop up school supplies. Order a couch. Snap up a subscription. Spend. Spend. Spend. Wash. Rinse. Repeat. In every facet of a customer’s life, there is at least some encounter with the retail space, an investment of their funds in DIY projects, in personal healthcare, in family activities, in leisure, or in bare necessities.
Kate Nasser
SEPTEMBER 1, 2019
Leaders, a great employee attitude is essential not negotiable. Lead, inspire, & expect it. Don't tolerate a bad attitude. Tips fr Kate Nasser, The People Skills Coach™. The post Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership appeared first on KateNasser.com.
Callminer
SEPTEMBER 10, 2019
High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.
Intercom, Inc.
SEPTEMBER 18, 2019
Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. But this kind of marketing has a low success rate. Why? It’s all about context. When a prospect is watching TV or running errands, they’re not thinking about what kind of software to buy for their business.
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
SEPTEMBER 13, 2019
I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic.
Customer Bliss
SEPTEMBER 4, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. “Thank you for watching this video. After it’s played, you will receive a survey and I really need you to give me a ten. Anything less is not passing and I won’t get paid.” Does that sound familiar to you?
The DiJulius Group
SEPTEMBER 25, 2019
The DiJulius Group held our annual Customer Service Revolution September 11th & 12th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year marked The DiJulius Group’s 11th conference with the highest ratings.
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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.
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