ECXO

JUNE 15, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tips for Transforming to a Customer-Centric Company Culture. I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors.

Customer Satisfaction 348

Customer Satisfaction B2C Omnichannel CX 348

Callminer

JUNE 2, 2021

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy. Our latest blog explores how to do that.

Omnichannel 345

Omnichannel Customer Experience 345

Intercom, Inc.

JUNE 16, 2021

When you analyze your company, it’s easy to look at everything in its current state. What’s our biggest problem today ? What’s our best asset today ? That perspective is not so useful, however, when planning for where you want to be tomorrow. It’s not about where you are, it’s about where you’re headed, and how fast you’re getting there. Long-term thinking is hard for a very simple reason: every company is in a race against the clock.

Engineering 265

Engineering 265

Futurelab

JUNE 30, 2021

I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before designing the future state. Know the current state so that you can make near-term fixes and improvements while you’re re-imagining and redesigning the future state, which can take some time.

Customer Experience 246

Customer Experience 246

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

Customer Satisfaction

The Belding Group

JUNE 18, 2021

Father's Day is a great time to reflect on how much of a difference we can make in the lives of those around us. Whether you are a parent, a friend, a teacher, a leader, a service provider or just a casual acquaintance, you have the opportunity every day to make a difference in someone's life. Shaun Belding | www.shaunbelding.com.

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Uniphore

JUNE 9, 2021

Out with the old, in with the new! With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In the contact center, the leading driver of improvements has been automation. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Contact Center 246

Contact Center Education Start-ups AI 246

Callminer

JUNE 27, 2021

During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK.

Finance 324

Finance 324

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. The COVID-19 pandemic has completely disrupted the way we work and forced us to reinvent how we onboard new colleagues. At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experi

Gaming 253

Gaming Engineering Start-ups Sales 253

Futurelab

JUNE 30, 2021

As companies strive to improve their customer experience, the desire to do more than satisfy customers is becoming increasingly important. . But at the same time it is remarkable how few companies have a programme in place to capture the profits of turning someone into a brand advocate. This is an expensive oversight. It leaves companies with the investment for improving their customers’ experiences.

Customer Experience 147

Customer Experience 147

The Belding Group

JUNE 3, 2021

If you are a leader in the healthcare sector, the best time to start developing your team’s adaptive resilience was fifteen months ago. The second best time is now. If you are in any other occupation, the time is still now. Shaun Belding | www.shaunbelding.com.

Healthcare 246

Healthcare Customer Experience 246

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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.

VOC

Uniphore

JUNE 10, 2021

We’ve learned a lot during the past 12 months: what restaurants deliver, what six feet actually looks like, what makes up a “home office.” We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game.

Contact Center 246

Contact Center Outlook Gaming Education 246

Inside Customer Service

JUNE 10, 2021

Note: The following is an excerpt from The Guaranteed Customer Experience. You can download Chapter One to read the rest of the story about Buc-ee’s. Imagine driving cross-country on a road trip. You need gas, and you need to use the restroom. Choosing a place to stop is a big decision. Gas stations can be miles apart. The station you see on the horizon probably has gas, but there's no guarantee they’ll have a clean restroom.

Retail 157

Retail Customer Service Customer Experience 157

Callminer

JUNE 9, 2021

Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tips on optimizing QA practices.

Contact Center 290

Contact Center Compliance 290

Intercom, Inc.

JUNE 2, 2021

At Intercom, we start with the problem. But not every problem is created equal, and their solutions shouldn’t be either. Aligning on three things before diving into a solution can help ensure teams spend the right amount of time and energy solving every problem. We start every project with a problem statement that answers these questions: . What outcome does the customer want?

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

AI

Futurelab

JUNE 30, 2021

“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire , and (c) see the business results you desire. Tags: Annette Franz (Gleneicki) candidate experience culture customer-centric culture hiring human resources Facebook Like.

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The Belding Group

JUNE 21, 2021

A company can give customers all the deals and bargains and perqs and points in the world, but none of those will create real customer loyalty. Shaun Belding | www.shaunbelding.com.

Customer Loyalty 147

Customer Loyalty 147

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you.

Social Media 219

Social Media Contact Center Actionable Insights Entertainment 219

Inside Customer Service

JUNE 17, 2021

Employees are often confused about mission, vision, and value statements. Here are just a few of the questions I'm frequently asked: What's the difference? What are they for? Do we even need them all? These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. They’ve also come up while training thousands of employees on mission, vision, and values.

Transportation 144

Transportation Legal Customer Service Technology 144

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.

AI

Callminer

JUNE 30, 2021

Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more.

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Intercom, Inc.

JUNE 22, 2021

The COVID-19 pandemic has upended entire industries, forcing rapid change in the ways companies do business and dramatically accelerating the adoption of new technologies.

Technology 233

Technology Technology Sales Customer Expectations 233

Fonolo

JUNE 1, 2021

Keeping an in-person team motivated is tough enough. But what do you do when half or more of your agents are working from another location? READ THE FULL GUIDE: How to Foster Agent Engagement in a Hybrid Contact Center. (It's 100% free, we promise.). This is the reality contact centers are facing right now, as they navigate the post-pandemic transition back to the workplace.

Contact Center 155

Contact Center Touchpoint Customer Satisfaction Technology 155

The Belding Group

JUNE 23, 2021

If you work in a large organization, you can sometimes feel like a tiny, invisible piece of a gigantic puzzle. What does it take to get noticed if you're hoping for career advancement, or even just a little recognition? Here are 5 rules of getting noticed: Shaun Belding | www.shaunbelding.com.

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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

Customer Experience

Uniphore

JUNE 16, 2021

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you make every agent sell to and serve your customers just like your very best agents? How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? These are the questions that keep customer operations leaders up at night — especially as modern customers rely heavily on contact centers and expect more from each interaction.

Contact Center 204

Contact Center Social Media NPS AI 204

The DiJulius Group

JUNE 14, 2021

The trusted connections one has built up over time are known as “social capital.” It acts as a human library of resources we can access anytime to gain or share information, knowledge, advice, and introductions. Social capital is a result of long-term, continuous relationship-building and one of the most powerful resources a person can have. Read Full Article.

Start-ups 145

Start-ups 145

Shep Hyken

JUNE 30, 2021

Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.

Customer Service 144

Customer Service 144

Intercom, Inc.

JUNE 3, 2021

? ?. Not too long ago (although it honestly seems like a lifetime), we were buckling up to navigate the COVID-19 pandemic and all of the tough, unparalleled challenges it forced us to face. We had to adapt overnight, reevaluate our priorities, make some particularly rough decisions – for many of us, it’s been over a year in survival mode. But as vaccination gears up, lockdowns ease, and people slowly get back to their lives, countries all over the world are finally looking at what could be an in

Start-ups 228

Start-ups Engineering Healthcare Sales 228

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

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. Human customer service agents and their knowledge, capacity to troubleshoot, and empathetic nature ensure they will always be a necessity when it comes to assisting customers. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful.

Contact Center 151

Contact Center Start-ups Technology Technology 151

The Belding Group

JUNE 21, 2021

Grumpy, whiny, indecisive, loud, argumentative, insensitive, demanding behaviors, to name a few, are all just part of the customer service landscape. Shaun Belding | www.shaunbelding.com.

Customer Service 130

Customer Service 130

Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Get It Right The First Time - Every Time. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. Calls that are unresolved, require multiple contact points or—worst of all—are dropped can frustrate customers to the point of no return.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

The DiJulius Group

JUNE 16, 2021

On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. You will learn: Today’s illiterate are.

Customer Experience 145

Customer Experience 145

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.

Compliance