CX Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
Callminer
JANUARY 28, 2019
A major point of debate around Average Handle Time (AHT) is it is now a useless metric for understanding how effective you are at measuring customer experience (CX).
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Intercom, Inc.
JANUARY 28, 2019
A great partnership between product and sales needs to be based on shared definitions of success and an agreed upon process to collaborate. Without these things, the relationship retreats to the magnetic stereotypes of both industries: Product teams think sales teams will do, say and sell anything to make money, while sales teams think product teams will build anything cool except things that actually make money.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!
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
Beyond Philosophy
JANUARY 23, 2019
Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.
Myra Golden Media
JANUARY 23, 2019
When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.
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
JANUARY 23, 2019
CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.
Intercom, Inc.
JANUARY 22, 2019
Between 40% and 60% of people who sign up for a free trial of your software will never convert. What are you doing with the leads that don’t convert right away? If your answer is “nothing,” you’re leaving money on the table. By instituting a lead nurturing campaign sequence, you can guide those prospects through your buying cycle, from the moment they enter their email address on your website, to successful adoption of your product and beyond.
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
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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
JANUARY 11, 2019
Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
Callminer
JANUARY 13, 2019
Contact centers with engaged employees often cite better productivity and higher levels of employee happiness, improved customer service and retention, and, of course, higher profits.
Intercom, Inc.
JANUARY 25, 2019
We’re conditioned to think from an early age that exciting things are the best. That attitude can extend to engineering, too. When trying to solve a problem with software, it can be tempting to build an exciting, complex solution. But that unnecessary complexity can lead to even more complicated issues. At our event Building Intercom in Dublin, I argued that when it comes to building software, we should avoid excitement and embrace boring.
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.
Lumoa
JANUARY 29, 2019
What is personalized customer experience and how to build it? Learn from the best customer-centric companies about the importance of customer experience personalization.
Beyond Philosophy
JANUARY 23, 2019
I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. My good lady wife is more risk-averse than me, it seems. She does not take many risks, save for marrying me in the first place.
Fonolo
JANUARY 10, 2019
Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. Almost any element of a company can be outsourced, anything from data entry to graphic design. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers.
Heart of the Customer
JANUARY 29, 2019
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […].
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.
Callminer
JANUARY 6, 2019
3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.
Intercom, Inc.
JANUARY 31, 2019
We’ve thought about this truth a lot during the last few months at Intercom as we’ve been going through our annual planning. As part of the process, we’ve spent a lot of time reviewing who we should be selling to these days, and how we should be selling to these customers. The process of defining your positioning strategy is not a one-and-done deal – in a crowded marketplace, it needs to be an ongoing exercise.
Lumoa
JANUARY 13, 2019
Did you know that NPS is the most popular customer experience metric? Find out the latest NPS data and statistics to power up your customer experience strategy in 2019!
Beyond Philosophy
JANUARY 16, 2019
I have always been surprised by the massive wealth of data in academia that doesn’t get used. The reason, I believe, is the language. The way academic research is written is like a reading a legal brief; it’s impenetrable. You come away from it thinking the person who wrote it is very clever, but don’t understand what he or she said at all. My co-author and podcast co-host Professor Ryan Hamilton jokes that academic research is not written for a human audience.
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
Kerry Bodine
JANUARY 29, 2019
The emerging role of the journey manager represents one of the most important developments since the creation of the Chief Customer Officer, yet many in the customer experience field have yet to encounter a journey manager within their organizations—or to develop a working knowledge of their typical job responsibilities and challenges. That’s not surprising: Compared to the 1.6 million product managers that you’ll find today on LinkedIn, journey managers number fewer than 2,000.
Fonolo
JANUARY 22, 2019
“We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. In fact, according to Forrester , today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.
C3Centricity
JANUARY 21, 2019
If you commission or conduct market research, then this post is a must-read. It shares ten important reasons I have learned over the years for NOT doing research, but which are unfortunately still prevalent today. Which, if any, are you guilty of? Leave your comments below – I dare you! #1. WHEN THE ISSUE / OPPORTUNITY IS NOT CLEAR AND THE OBJECTIVES ARE NOT WELL DEFINED.
Intercom, Inc.
JANUARY 8, 2019
Picture this: You’re a designer with a handful of years experience under your belt. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year? What about in five years?
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
Myra Golden Media
JANUARY 15, 2019
One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. The way YOU do that is, you go into discussions with your employees with a plan, and with confidence. I’m going to give you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything.
Beyond Philosophy
JANUARY 15, 2019
Are You a Risk Taker? We all have varying levels of risk tolerance. When we shy away from risk, we call that risk-aversion. This episode of The Intuitive Customer discusses the concept of risk aversion and how it affects customers’ behavior in your Customer Experience. People like sure bets better that come with less significant gains over risky ventures, even when the risky venture proposes a substantial benefit.
Heart of the Customer
JANUARY 16, 2019
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. Unfortunately, if you read surveys about the current state of the customer experience, you may come away with a different […]. The post Is Customer Experience a Missed Opportunity?
Fonolo
JANUARY 31, 2019
We open in the year 2019. It’s a challenging time for customer service executives. Customer expectations are higher than ever … and competition is stiff. Roughly 82% of customers are willing to leave a brand because of poor customer service. The protagonist prepares for a long journey through the customer service galaxy. The goal is simple: To provide customer support executives with the insights they need to meet the expectations of their customers in 2019 (and beyond).
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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