Intercom, Inc.
JUNE 8, 2018
Kaizen is the philosophy of continuous improvement. Web businesses searching for product market fit think they can follow this philosophy just by shipping code. But shipping code doesn’t mean that you’re making any significant product improvements. Similarly you can make undeniable improvements to parts of your product and get no response or appreciation for it.
Callminer
JUNE 4, 2018
We’re always looking for new ways to incorporate machine learning into speech analytics. I ended up with some interesting findings that really show the power of machine learning.
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Beyond Philosophy
JUNE 4, 2018
Each of us has a time when we decide and a time when we act. Once we act, we pass the point of no return on our decision. In other words, once we take action on a decision, we are less likely to change our decision—even when we run into challenges. It’s all a matter of mindset. The Rubicon model is a psychological principle that distinguishes our decision-making method or deliberative mindset from our execution course or implementation mindset.
Lumoa
JUNE 4, 2018
Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland. Lumoa, headquartered in Helsinki, Finland, offers a simple and intuitive service for analyzing large amounts of customer feedback.
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
Intercom, Inc.
JUNE 4, 2018
The promise of live chat for sales teams is being able to connect faster with high-quality leads. But for someone in Sales Operations, the first thing we think is: how well does live chat convert? As Intercom’s VP of Sales Operations, my job is to obsess over how we can optimize our supply chain to deliver against our pipeline and revenue targets; in other words, figuring out how to make our sales organization run better and faster.
Myra Golden Media
JUNE 8, 2018
Studies show the average business call lasts 2 minutes longer than it needs to. Customer service employees struggle with call control for a variety of reasons, including they don’t want to be rude to the customer, they aren’t sure how to move to closure or because the customer is rambling or angry. Using the principles of harmony, assertiveness and leading from the martial art Aikido, Myra walks your employees through the steps to politely and confidently control conversations.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 6, 2018
How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them.
Intercom, Inc.
JUNE 7, 2018
When Sean Ellis joined Dropbox as the company’s first marketer, he was tasked with creating a culture of growth and experimentation. This wasn’t just a line item on a goals sheet; it was written into Sean’s contract. Where Dropbox went from there is well documented. Meanwhile, Sean has used that same approach to growth at LogMeIn, Eventbrite, Lookout and Qualaroo.
Lumoa
JUNE 5, 2018
Every company dreams of having no negative feedback and no unhappy customers, yet many companies fail to identify their detractors and turn them into promoters. Why is that important? First, let’s get back to statistics : At least 30% of consumers stop interacting with a brand they love after the 1st bad experience and around 50% of all the consumers leave the brand for good after several bad experiences.
Myra Golden Media
JUNE 5, 2018
Tomorrow morning I’m headed to Phoenix to deliver a workshop at the Salesforce Trailblazers for the Future Conference. I booked an extra night at the Arizona Biltmore just because I wanted some “me time” for relaxation and reading. I do this a lot, adding a day or two on to a business trip to chill, explore, and enjoy local restaurants. Do you take time just for you?
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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
JUNE 7, 2018
We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. We’ve seen transactions for every size and covering a wide range of technology. It always amazes me how dynamic and fluid this industry is. Below are the 5 most interesting deals I’ve seen so far. An honorable mention goes out to Mitel’s acquisition by a private equity firm and departure from the public market.
Intercom, Inc.
JUNE 6, 2018
Sales has changed. Messaging and live chat are the new medium for initial sales conversations, not the phone calls or forms of old. Here at Intercom, we’ve seen this shift happening first-hand. Since we launched our live chat for sales product , the people reaching out to us to learn more are sales decision-makers. They’re VPs of sales, sales directors and CROs.
Customer Bliss
JUNE 6, 2018
As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work.
CX Journey
JUNE 6, 2018
Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. "Imagine for a second that you're a human. " Yikes! Unfortunately, more companies need to start thinking this way! Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. The one that always - instantly - comes to mind is the one of the poor doctor who got dragged off that United flight just a year ago.
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.
Fonolo
JUNE 5, 2018
Last week, Fonolo hosted an insightful live discussion on the top call center metrics you need to be tracking. This expert panel discussed NPS for customer satisfaction, popular call center metrics, the future of the voice channel, and so much more! To save you some time, we’ve extracted video snippets showcasing highlights from the discussion. First, let’s take a quick look at the panel of speakers: Daniel Hong , Jon Arnold , and Shai Berger.
Beyond Philosophy
JUNE 8, 2018
Do you want your customers to buy your product or service over and over again? If you do, you need them to form a habit. Colin Shaw and Professor Ryan Hamilton discuss how and why are habits formed. What can we do to discover customer’s habits and change them to our advantage? The post How To Ensure Your Customers Buy From You Habitually? appeared first on.
Heart of the Customer
JUNE 7, 2018
We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened. […]. The post What is the point of a journey map?
Kerry Bodine
JUNE 7, 2018
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design.
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.
Fonolo
JUNE 6, 2018
For those with even one foot in the digital doorway, chances are you may have heard some breaking news around the watercooler at the beginning of 2018: A revival is being planned for a well-known social networking platform: LinkedIn Groups. If you have ever belonged to a handful of LinkedIn Groups, or just one, your experience was probably alternately positive and negative; this reflects its reputation in the marketplace, too.
Taylor Reach Group
JUNE 7, 2018
The Taylor Reach Strategic Assessment analyzes people, process, and technologies to establish a prescriptive approach for optimizing operations. TORONTO (PRWEB) JUNE 07, 2018. Customer Experience and Contact Center Consultancy, The Taylor Reach Group, Inc. (Taylor Reach), announced that they have been appointed by one of America’s largest home builders to take an in-depth analysis of their Contact Centers.
Comm100
JUNE 5, 2018
AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of Science Fiction and Kubrik’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations. As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it.
Totango
JUNE 6, 2018
Customer Success Buzz at TSW. Customer success is hot. Notably, over 50% of the attendees at TSIA’s Spring Technology & Services World (TSW) event this year were in customer success. TSW buzzed with people who were both in the know and those looking to better understand what a Customer Success program really means and how to get started. Organizations are finally recognizing they cannot afford to ignore their most important asset – their customer.
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
Confirmit
JUNE 4, 2018
Choosing the right metrics can be a big challenge. Many questions arise and some people get stuck trying to define details like: Should the metric question be at the beginning or the end of the survey? What measurement scale should I use? Unfortunately, these questions can be so overwhelming that some Voice of the Customer (VoC) programs suffer from analysis paralysis and then simply wither and die.
iQor
JUNE 8, 2018
Customer Support Re-IMagined.
Waypoint Group
JUNE 7, 2018
I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. To achieve this, many companies start with “mapping the customer journey” in order to understand the complete set of processes that customers go through to be able to fully use (“adopt”) the product.
1 to 1
JUNE 5, 2018
Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future of Customer Experience” dove into the impact and need for authentic interactions as people and technology become interchangeably connected. Just last year a survey by Stackla found that an 86 percent of customers believe that authenticity is a key factor in deciding what brand gets their business.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Confirmit
JUNE 6, 2018
Over the past few years, focus on collecting feedback to improve the customer experience has emerged as a top priority for many financial service companies that want to differentiate their company. Unfortunately, businesses’ growing need for feedback is facing a strong headwind as customers are increasingly reluctant to respond to surveys. The clash between a company’s need for feedback and declining response rates generally leads to an even larger problem: feedback silos.
Taylor Reach Group
JUNE 5, 2018
The Taylor Reach Strategic Assessment will enable scalability through the analysis of people, process and technologies to establish a prescriptive approach for optimizing operations. Taylor Reach Group is conducting an in-depth analysis of people, process, technologies and the ‘thousand moving parts’ within one of Canada’s Medical Marijuana Producer’s Contact Center to support the increasing contact volumes and establish a prescriptive approach for optimizing operations.
Confirmit
JUNE 6, 2018
Over the past few years, focus on collecting feedback to improve the customer experience has emerged as a top priority for many insurance companies that want to differentiate their organization. Unfortunately, businesses’ growing need for feedback is facing a strong headwind as customers are increasingly reluctant to respond to surveys. The clash between a company’s need for feedback and declining response rates generally leads to an even larger problem: feedback silos.
Confirmit
JUNE 6, 2018
Your website is a powerful force representing your brand, driving sales, and engaging customers. But did you know it can do a whole lot more? Your website is also a great place to collect feedback from your customers and prospects. Confirmit Website Intercept helps you turn your website traffic into real-time insights. What is Confirmit Website Intercept?
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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