Callminer
FEBRUARY 1, 2022
Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.
ECXO
FEBRUARY 14, 2022
A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently. Share on facebook. Share on twitter. Share on linkedin. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. We are a global community who thrives on celebrating everyone’s individuality and not creating a “one size fits all” approach.
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Intercom, Inc.
FEBRUARY 9, 2022
Intercom is built on principles. I mean that in a very practical sense: PMs, Designers, and Engineers at Intercom use our R&D principles every single day to guide their decision-making. Having clear principles keeps everyone pointed in the same direction, and empowered to move quickly and with confidence. “Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale”.
Adrian Swinscoe
FEBRUARY 25, 2022
In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. The post Customers know how to solve data, privacy and AI trust issues. Brands should listen to them first appeared on Adrian Swinscoe.
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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.
Futurelab
FEBRUARY 27, 2022
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel, on attracting and acquiring new customers, while retention efforts have gotten little more than loyalty programs and discount offers.
Beyond Philosophy
FEBRUARY 10, 2022
I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use 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.
ECXO
FEBRUARY 1, 2022
Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9. In partnership with Five9 , the European Customer Experience Organization (ECXO) invites you to join, How AI will Change the Status Quo in CX in 2022 on February 23, 2 PM CET or 1 PM GMT, in a live conversation with Brian Atkinson , Vice President & GM, EMEA at Five9, Silvana Buljan , Joanna Carr (dip) and Ricardo
Intercom, Inc.
FEBRUARY 16, 2022
In December, we announced European data hosting , the result of one of Intercom’s biggest ever infrastructure projects. We’re continuing to expand Intercom globally, and the lessons we learned while building out the infrastructure will be invaluable. Until now, Intercom has been a multitenant application hosted in a single region in AWS.
Adrian Swinscoe
FEBRUARY 4, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. Running a contact centre today is a tricky business but it doesn’t have […]. The post Contact centre operations: Keep it simple – keep it human first appeared on Adrian Swinscoe.
Customer Think
FEBRUARY 1, 2022
Blockchain technology has been around since the early days of Bitcoin, which debuted in 2009 as the world’s first decentralized Cryptocurrency. Yet, it is more than just digital currency. Blockchain is a distributed ledger technology that can revolutionize modern business. But how fast will blockchain technology make its mark on the business world? According to […].
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
Experience Investigators
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b
Myra Golden Media
FEBRUARY 24, 2022
I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?” Learners in my De-escalation Academy ask this question a lot.
Steven Van Belleghem
FEBRUARY 23, 2022
Opportunities. I want to start with the opportunities first, because I really do believe that the metaverse has great potential for brands to offer a better, richer and more immersive experience to their customers. First mover advantage. In a new space, with not many brands participating, you can have the luxury of the first mover advantage. Though that concept may be more complex than it first seems – timing is everything and sometimes being too soon can be a disadvantage too – I be
Intercom, Inc.
FEBRUARY 2, 2022
At Intercom, we believe in the power of sharing cross-functionally. Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Without even realizing it, we begin to work with blinders on.
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.
Adrian Swinscoe
FEBRUARY 21, 2022
Today’s interview is with Christian Selchau-Hansen, the CEO and co-founder of Formation.ai, a machine learning-powered offer optimization pioneer. Christian joins me to talk about loyalty, personalization, […]. The post The future of personalization and loyalty is dynamic – Interview with Christian Selchau-Hansen of Formation.ai first appeared on Adrian Swinscoe.
Bill Quiseng
FEBRUARY 7, 2022
Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.
Futurelab
FEBRUARY 27, 2022
I recently read an article on Bloomberg Businessweek (about culture and how to sustain it – or whether it’s sustainable – in the wake of so many employees working from home) in which a Stanford researcher interviewed for the article stated: Culture is a way for organizations to control their members, police their behavior. That’s difficult to do when you can’t—after a meeting—say: ‘You know, John, maybe you shouldn’t have said x or y.
Inside Customer Service
FEBRUARY 24, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Most of us take order confirmations for granted. A confirmation is sent when an order is placed. Another one is sent when the order ships that provides the tracking number and estimated arrival date.
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
SixteenVentures
FEBRUARY 28, 2022
Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. This is specifically about CSMs that are thriving, even if their environment is less-than-perfect. . It’s always best to have strong Customer Success leadership, buy-in from Executives, great processes, purpose-built CSM software, etc.
Intercom, Inc.
FEBRUARY 17, 2022
And no, we’re not talking about Austin Powers! Doug Kessler is the co-founder and creative director at Velocity Partners , a B2B Marketing Agency with a laser-sharp focus on content strategy, and the writer of articles such as The Search for Meaning in B2B , Crap , and Insane Honesty. Although he started his career as a suit on Ogilvy & Mather in Madison Avenue back in the 80s, it wasn’t until he shifted to B2B that he found his true calling.
Adrian Swinscoe
FEBRUARY 14, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]. The post Banishing complexity – 5 ways to turn theory into practice first appeared on Adrian Swinscoe.
Steven Van Belleghem
FEBRUARY 17, 2022
Nike. End of January, Nike launched 5 different job-applications for metaverse-related roles. The news came a few weeks after it announced the acquisition of RTFKT, a non-fungible token studio that produces digital collectibles like digital sneakers. And prior to that, it had filed several new trademarks that indicate its intent to sell virtual Nike-branded sneakers and apparel.
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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.
Futurelab
FEBRUARY 27, 2022
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?” — Lea Boroditsky (1) We choose labels to describe the world and these labels shape the lenses through which we understand and act on the world.
Inside Customer Service
FEBRUARY 17, 2022
Company culture is an important consideration for job seekers. Many value it more than than money. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed. Today, the U.S. unemployment rate is still under four percent and culture is more important than ever.
Help Scout
FEBRUARY 11, 2022
Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.
Customer Think
FEBRUARY 4, 2022
Every business needs a plan, and it’s no different when it comes to sales. While gut feelings and intuition might be a method to attract leads and close deals, what happens when they fail? To eliminate the need for guesswork and luck, a solid sales process needs to be established, ensuring consistency and a positive […].
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.
Adrian Swinscoe
FEBRUARY 10, 2022
Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia. first appeared on Adrian Swinscoe.
Shep Hyken
FEBRUARY 16, 2022
It’s natural that you would gravitate toward a person you perceived as an expert. When someone demonstrates a level of expertise and shares information you didn’t know, you tend to trust them. That expertise creates confidence. . For example, when you go to Best Buy and are looking for a new TV, you’ll find there are so many to choose from. Even when they have them all hanging on a wall, turned on so you can compare the quality of the pictures, it’s still confusing as to why one would be so mu
Futurelab
FEBRUARY 27, 2022
the language that you speak shapes the way that you think. And that gives you the opportunity to ask, “Why do I think the way that I do?” “How could I think differently?” And also, “What thoughts do I wish to create?”?—? Lea Boroditsky (1) Tags: HelgeTennø business design customer experience customer strategy Facebook Like. Linkedin Share Button. Tweet Widget.
Inside Customer Service
FEBRUARY 10, 2022
"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. The challenge wasn't a new competitor, shifting market conditions, or even the pandemic.
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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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