4 ways to create a better customer experience
Callminer
MAY 18, 2022
Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today.
May, 2022
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68 Customer Support Email Address Name Ideas
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.
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The biggest digital transformation trends in 2022 and beyond
Adrian Swinscoe
MAY 17, 2022
This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […]. The post The biggest digital transformation trends in 2022 and beyond first appeared on Adrian Swinscoe.
How our infrastructure scales alongside our customers
Intercom, Inc.
MAY 25, 2022
We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. .
From Start to Scale: Driving Growth Through Seamless Payments Implementation
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
The Customer’s Dilemma: Acquisition vs. Retention
Futurelab
MAY 2, 2022
In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) acquisition customer experience customer retention marketing Facebook Like.
The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?
Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
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Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
More Trending
How to Measure CX Impact
Heart of the Customer
MAY 6, 2022
We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […]. The post How to Measure CX Impact appeared first on Heart of the Customer.
Discovering customer experience in the banking industry
Adrian Swinscoe
MAY 26, 2022
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […]. The post Discovering customer experience in the banking industry first appeared on Adrian Swinscoe.
14 tips to help you run a successful product design workshop
Intercom, Inc.
MAY 16, 2022
Design and collaboration go hand-in-hand. When we want to discuss problems, imagine new ideas, and brainstorm solutions, it’s best to bring people together – whether in person or virtually. Collaboration comes in many flavors, from small informal working sessions and group critiques to full-blown workshops. But beware: just bringing people together doesn’t automatically guarantee creative outputs and ideas.
What are the advantages of having a service culture?
Inside Customer Service
MAY 12, 2022
Imagine you wanted to meet a friend for coffee. Your friend suggests a place they think you'll like that's located in a nearby neighborhood. You've never been there before and don't know the address. How would you get there? There are several ways you could find it: Plug the name of the coffee shop into your maps app. Look up the coffee shop's address and plug that into the maps app.
Frost Radar: Voice of Customer Analytics, 2024
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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.
How Web3 will force brands to redefine value for customers
Steven Van Belleghem
MAY 9, 2022
And that’s where the Web3 phenomenon comes in. What I believe that it might accelerate, is that companies simply won’t have any other choice but to create extra value (on top of product or service) because it will trigger a huge shift in the power relation between the brand and the consumer. And the reason is data, which used to lie in the hands of companies, but will be granted back to the user with Web3: the customer will be able to choose if brands use their data.
Technical basics series: The singular value decomposition (SVD) 101
Callminer
MAY 30, 2022
Singular value decomposition (SVD) is important to data science, as it provides a ranking of features stored by a matrix. The CallMiner Research Lab team explores several SVD applications.
Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX
Kate Nasser
MAY 22, 2022
Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.
Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres
Adrian Swinscoe
MAY 9, 2022
This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]. The post Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres first appeared on Adrian Swinscoe.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
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.
What is the customer journey?
Intercom, Inc.
MAY 13, 2022
A customer journey can be defined as the interactions a customer has with your brand from the very first time they engage with you to the point of purchase. It’s another way of saying the customer lifecycle, or the steps your customers take from the time they first become aware of your brand to the point at which they become your brand’s biggest advocate. .
Want to Win the Great Retention? Prioritize Employee Mental Well-Being
The DiJulius Group
MAY 17, 2022
For a truly great organization, a leader’s first priority needs to be helping people lead great lives…we need to be the type of company that helps employees be their best selves and have a chance at building meaningful and constructive lives. If you want to build a world-class employee experience culture, make sure you don’t. Read Full Article.
How campers can make your culture stronger
Inside Customer Service
MAY 26, 2022
Carol was a camper. That's a term for someone who is content in their current job and doesn't want to get promoted, add new responsibilities, or move to a new company. Carol showed up every day, did her job, and went home. She didn't want to "get ahead." Carol just wanted to do her job. She liked it, and she was good at it. She had been in the same job for many years when I took over the department.
What is a conversation intelligence platform?
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged
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.
The Customer’s Dilemma: Acquisition vs. Retention
Futurelab
MAY 2, 2022
In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.
Little personal touches can make all the difference – Interview with Jawad Malik of Idrese
Adrian Swinscoe
MAY 30, 2022
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]. The post Little personal touches can make all the difference – Interview with Jawad Malik of Idrese first appeared on Adrian Swinscoe.
What is first-party data?
Intercom, Inc.
MAY 18, 2022
First-party data is the future of online engagement and customer experiences. There’s no two ways about it. In June 2021, Google confirmed that it will no longer track individuals online via cookies. This isn’t surprising given competitors such as Apple’s Safari and Mozilla Firefox are cookieless by default – however there are already debates about how Google will collect and use data thereafter.
The Way It’s Always Been Done
Customer Service Life
MAY 16, 2022
Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright. It was Christmas of 2020 when my son made us a reptile family by welcoming a corn snake named “Mouse” into our home.
eCommerce in 2025: How Customer Experience Drives Online Retail Success
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
Increase productivity with this one counterintuitive trick
Inside Customer Service
MAY 19, 2022
It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work. I took my dog to the beach instead. We had a lot of fun. I was present, and didn't look at my phone, except to take a picture of my dog, Dublin, enjoying herself.
CallMiner named a leader in 2022 SPARK Matrix™ for Speech Analytics
Callminer
MAY 15, 2022
Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report.
Why Chick-fil-A is one of the Most Loved Brands
The DiJulius Group
MAY 30, 2022
You know you have a good business problem on your hands when, due to the demand for your services is so huge, the cities you operate are trying to declare a public nuisance because of traffic backups. As is the case happening for multiple cities where Chick-fil-A operates in. After all these years, Chick-fil-A restaurants. Read Full Article. The post Why Chick-fil-A is one of the Most Loved Brands appeared first on The DiJulius Group.
Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio
Adrian Swinscoe
MAY 23, 2022
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […]. The post Why you shouldn’t always build for the ‘happy path’ – Interview with Sam Richardson of Twilio first appeared on Adrian Swinscoe.
How to Easily Navigate Crypto Accounting in the Web3 Era
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
What is first contact resolution (FCR)?
Intercom, Inc.
MAY 26, 2022
First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . Unlike “first call resolution”, a similar metric, first contact resolution examines your success across all channels, not just phone.
Product-led Growth: What It Is and Why You Need It
Totango
MAY 27, 2022
Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.
Three ways to immediately improve your customer experience
Inside Customer Service
MAY 5, 2022
Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies.
What is continuous business performance improvement?
Callminer
MAY 4, 2022
Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog.
7 Essential Criteria for Choosing the Right Payments Partner
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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