Callminer
JUNE 13, 2022
Delivering exceptional customer experience is critical. This blog shares 25 expert quotes, with a wealth of valuable insights from the CX professionals who are driving value for their organizations.
The Belding Group
JUNE 16, 2022
"How do you create customer loyalty?" It's a question I'm frequently asked. It's a great question, the answer to which is most often ignored when organizations are developing their business strategy. Shaun Belding | www.shaunbelding.com.
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The Customer Service Blog
JUNE 11, 2022
We take it for granted that technology brings people closer together and improves our access to essential products and services. If you can’t imagine life without your smartphone, it’s easy to forget that people who can’t or don’t want to engage with the latest technology are being left behind. For example, there have recently been reports that cashless payment systems for car parking in the UK are seeing older drivers unfairly hit with fines.
Intercom, Inc.
JUNE 16, 2022
?. For the past two years, we carried the spirit of Pride amidst a pandemic that swept through the world. We learned to work remotely and tried (and keep trying) to strike a healthy work-life balance and stay connected with our loved ones. We moved events and workshops online due to lockdowns and restrictions – holding learning sessions that covered topics such as the ABCs of LGBT and trans awareness – recorded the experiences and memories of our own LGBTQI+ community, and learned to
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Inside Customer Service
JUNE 16, 2022
"I want them to be more proactive." The vice president was talking about his company's customer service team. His primary concern was customer retention. He worried that employees were too transactional and didn't work hard enough to retain customers. He shared a number of examples. Customer service reps didn't always see the big picture. They often failed to ask probing questions or use adequate listening skills.
Adrian Swinscoe
JUNE 15, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […]. The post Workforce wellbeing – what does it really mean and why does it matter more than ever? first appeared on Adrian Swinscoe.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JUNE 13, 2022
Built for you is back – this time we’re revealing the powerful product updates we released in May! Last month we turned our attention to data – unleashing new features that help you improve how you collect, access, and use first-party data to influence your product and scale your business. Not only that, we also added some exciting new features that will help you enrich push notifications, manage your team permissions, perfect your Product Tours, and more.
The DiJulius Group
JUNE 14, 2022
Do you know how to recession-proof your business? I am probably one of the few business owners who actually likes a recession, in some cases, prefers it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great and poor economy, a poor. Read Full Article. The post IT IS TIME TO RECESSION-PROOF YOUR BUSINESS appeared first on The DiJulius Group.
Adrian Swinscoe
JUNE 11, 2022
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses […]. The post Leveraging branded virtual assistants to drive personalisation and innovation – Interview with Eric Turkington of RAIN first appeared on Adrian Swinscoe.
Steven Van Belleghem
JUNE 13, 2022
1. The short run: minding budgets. An increase in price. In difficult times, a lot of companies are looking for short term measures to keep their situation safe. These are often to their own advantage, but sadly also to the disadvantage of the customer most of the time. An obvious example would be raising the price of a product or service. In fact, in some industries, this is not a matter of choice, but of survival.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Intercom, Inc.
JUNE 15, 2022
Product teams often fall into the trap of spending most of their time on the core functionality of the products they’re building. But focusing on the core product can often come at the expense of deeply considering what the onboarding process – the real-world process customers have to go through to start getting value from the product – will be like.
Totango
JUNE 15, 2022
Right now, we are on the cusp of an economic downturn. Inflation and interest rates are soaring, the stock market is plummeting, and organizations are being forced to make some difficult decisions. All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm.
MyCustomer Experience
JUNE 14, 2022
JThe European Customer Experience Organization (ECXO) is delighted to invite you to a Joe Pine Event, focussing on “From CX to Distinctive. 14th Jun 2022. By Ricardo Saltz Gulko Managing Director.
Zendesk
JUNE 17, 2022
Imagine walking into an ice cream parlor and ordering a chocolate sundae. You sit down and take your first bite, and immediately want to spit out the ice cream—it tastes like radishes. Though you have nothing against radishes, you believe chocolate ice cream should taste like chocolate. You tell the server, who listens attentively and assures you that your feedback is highly appreciated.
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.
Intercom, Inc.
JUNE 14, 2022
A sales-qualified lead (SQL) is a prospective customer who has indicated through a series of actions that they have a high probability of converting. Having expressed interest in your product or service and been vetted to ensure they meet the right criteria, a sales-qualified lead is now ready to move into your sales process. . In most cases, prospective customers enter the sales funnel once they’ve performed an action such as visiting your website or following you on social media.
Totango
JUNE 15, 2022
What do you do if your job responsibilities include managing every revenue-generating function in your organization and driving predictable growth – and then the world is suddenly thrust into an unpredictable and unstable economic downturn? If you’re a Chief Revenue Officer (CRO) today, your initial answer may be to panic. But don’t! While the uncertainty that comes along with rising interest rates and a falling stock market can be scary, there is a silver lining: your current customer bas
Zonka Feedback
JUNE 17, 2022
Happy employees spend longer time in their organizations and work more efficiently. And the onus of ensuring employee satisfaction and happiness is on the employers. To retain employees and attract new talent, you must create a work culture where employees are not just happy but can also keep in sync their own objectives with that of the shared organizational objectives.
Zendesk
JUNE 17, 2022
A customer might love your product or service, but the real test comes when they reach out to your support team. If they’re met with frustrating options—like an automated phone menu that doesn’t let them speak to a human—it’s game over. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of consumers will walk away from a company after just one bad customer service experience.
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 14, 2022
Tiered support refers to support models that are organized with multiple levels or tiers of support. These tiers are organized strategically to ensure that the appropriate actions can be taken efficiently and effectively to resolve any customer challenges or concerns. A tiered support customer service model involves creating different levels or “tiers” of support to help you more easily allocate resources, create escalation paths, and give each customer service challenge the right level of atten
Comm100
JUNE 15, 2022
If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.
Zonka Feedback
JUNE 14, 2022
Measuring customer feedback has become a necessity for every business in order to align with customers' needs and ensure satisfaction. It also showcases the intent of the organization to prioritize customers and their needs to be able to deliver remarkable experiences.
MyCustomer Experience
JUNE 14, 2022
EThe European Customer Experience Organization (ECXO) is delighted to invite you to a Joe Pine Event, focussing on “From CX to Distinctive. 14th Jun 2022. By Ricardo Saltz Gulko Managing Director.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Intercom, Inc.
JUNE 14, 2022
Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company. Customer relationship management involves leveraging the right technologies to properly meet your customers’ and prospects’ needs.
The Squawk Point
JUNE 13, 2022
Operational Controls are Worthless if They Aren’t Maintained. At approximately 5 pm on Monday 22nd June 2009, a Washington Metro train heading towards Shady Grove smashed into the rear of the train ahead of it. The Automatic Train Control system had instructed the train to travel at full speed (55 mph). When the driver of the moving train, Jeanice McMillan, saw the stationary carriages ahead, she applied the emergency breaks, but it was too late to avoid the crash.
Comm100
JUNE 15, 2022
Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Chatbots allow brands to offer cost-effective 24/7 support, while improving efficiency through automating up to 80% of all support queries.
MyCustomer Experience
JUNE 14, 2022
JThe European Customer Experience Organization (ECXO) is delighted to invite you to a Joe Pine Event, focussing on “From CX to Distinctive. 14th Jun 2022. By Ricardo Saltz Gulko Managing Director.
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
Intercom, Inc.
JUNE 14, 2022
Customer cohort analysis is the act of segmenting customers into groups based on their shared characteristics, and then analyzing those groups to gather targeted insights on their behaviors and actions. As a branch of behavioral analytics, customer cohort analysis organizes users into subsets in order to better monitor customer behaviors and user engagement.
Totango
JUNE 15, 2022
You always want to provide a positive, nurturing experience for your customers through every step of their journey. But despite your best efforts, sometimes issues still arise. When this happens, it’s critical to figure out a resolution that not only addresses the overall problem, but deepens your customer relationship in the long term. This is why having a proper escalation management process in place is essential. .
CSAT.AI
JUNE 14, 2022
Updated June 2022 (originally posted October 2018) Quality is key. No one wants a subpar product or experience. QA metrics are important for gauging and maintaining quality and thereby customers. Contact center analytics can track and parse many of these alphabet soup metrics including: Average Speed of Answering (ASA). Also referred to as Average Wait Time (AWT) This is how long a customer waits in queue or how long before they explode.
Qmatic
JUNE 15, 2022
Let’s state this simply: Visitors to a government office are more than a number. But that said, sometimes that number is large, and each visitor can have complex needs. The government employees honestly want to help but are often expected to be miracle workers. They can feel under-resourced and overworked, trying to resolve each visit. Citizens, in turn, can feel just as helpless, exhausted by the processes, caught in a tangle of red tape, and, often, angry.
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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.
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