ECXO
JANUARY 25, 2022
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. You are all welcome to the open-access webinar with 120 places available.
Intercom, Inc.
JANUARY 25, 2022
Successful sales and marketing teams understand the most important element of the buyer’s journey – the person behind it. Learn how to better understand, nurture, and convert leads with the Intercom integration with HubSpot. A great customer relationship management (CRM) platform is at the core of every marketing and sales team’s tech stack. Integrations like the Intercom integration with HubSpot empower these teams to use data from live chat and messaging, smart workflows, and business intellig
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Inside Customer Service
JANUARY 27, 2022
"Nope." The contact center agent shook his head as he scanned the quality assurance form. We had just sat down to review a call, and it wasn't going well. "Nope," he said again. The call had been fairly good overall, but that's not what he focused on. The agent was fixated on the score. Specifically, the points he didn't receive. He scanned the report while tuning out my feedback, saying "Nope" anytime he saw a score he disagreed with.
Uniphore
JANUARY 26, 2022
WEBINAR. Conversational AI in Banking – Practical Use-Cases for Achieving ROI. Join Daniel Faggella, Head of Research for Emerj, as he explores the current and future state of conversational AI in banking with Kimberley West, Director of Product Marketing for Uniphore. First Name Last Name Email Address Company Name Phone Job Title By submitting your email, you agree that Uniphore may send you industry insights, service updates, and other marketing communications.
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 Think
JANUARY 22, 2022
Python, an open-source programming language, was released in 1991 by Guido van Rossum. Over the years, Python has grown to become one of the most popular programming languages used in both academic & commercial environments. Everyone knows that Python is the best programming language to use when creating an application from scratch. It effectively eliminates […].
Intercom, Inc.
JANUARY 27, 2022
Here’s the thing about Women in Tech. For a movement that was created to address the lack of female representation in the industry, it can also play into many shallow debates, preconceived ideas, and harmful expectations. From being the token woman who always gets invited to redeem all-male panels to snide comments about how “she’s just a diversity hire,” the term “women in tech” can sometimes feel more like a burden than a blessing.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
JANUARY 25, 2022
A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Ah, 2022, a new year. Not so fast. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.” However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution.
Customer Think
JANUARY 23, 2022
Designed to enhance the overall customer experience, AI-powered chatbots are widely used across industries, including financial services and insurance, telecommunication, Ecommerce and healthcare. Chatbots today are experiencing tremendous growth, and this is only expected to continue. The global chatbot market is projected to grow at a compound annual rate of approximately 25% through 2026.
Conversation Agent
JANUARY 24, 2022
Elizabeth Books is a bookshop in Western Australia. The self-proclaimed home of the blind date with a book. Blind tasting for books is the opposite of using differentiation in look to stand out. With the added benefit that you could discover an amazing writer you would have never considered otherwise. What happens if you take away differentiation in look?
Shep Hyken
JANUARY 26, 2022
I’m getting survey fatigue. But it’s different than it used to be. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.
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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.
Uniphore
JANUARY 24, 2022
E-BOOK. Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Get Your Copy Now. Agent Engagement Matters. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore.
Customer Think
JANUARY 25, 2022
It’s not a secret — social media is where everyone is at. And if you are not tapping into social media to generate more leads, you are really missing out on a lot. Even as physical, in-person networking has been losing steam over the last few years, virtual networking simply rocket-shipped thanks to the pandemic […].
Conversation Agent
JANUARY 22, 2022
Some cultures are (up)tight, and some are l o o s e. Ten years ago, in a quest to explain human behavior's variance, psychologist Michele Gelfand studied 33 nations. As she explains in the abstract: Tightness-looseness is part of a complex, loosely integrated multilevel system that comprises distal ecological and historical threats (e.g., high population density, resource scarcity, a history of territorial conflict, and disease and environmental threats), broad versus narrow socialization in soc
Help Scout
JANUARY 27, 2022
One of the best steps any SaaS company can take to improve customer retention is an investment in customer success.
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.
Uniphore
JANUARY 27, 2022
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Customer Think
JANUARY 23, 2022
Should acquisition vs. retention really be a dilemma? Can’t there just be a balance between the two? Must one outweigh the other? Companies have long been pouring disproportionate resources – human, time, effort, capital – into the top of the funnel.
Zendesk
JANUARY 28, 2022
All companies are aiming for more revenue and customers in 2022. With millions of companies still struggling to bounce back from the financial hits of the past two years, locating and acquiring new (and loyal) customers is a must. But where will these customers come from? And how do you get them to buy from you? Ads and social media strategies are fantastic for boosting your brand, but ads alone rarely close deals.
CommBox
JANUARY 26, 2022
You likely won’t be shocked to hear that a lot of us are working remotely right now. In 2022, it is estimated that about 26% of all employees will be full-time remote workers, according to research from Upwork. While Covid-19 has obviously been a big driver, this isn’t a short-term trend. Indeed, that same study predicted more than 36 million US workers will work from home by 2025 – up 87% on pre-pandemic levels.
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.
Uniphore
JANUARY 27, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: BPO CX: 5 Predictions for 2022 appeared first on Uniphore.
Customer Think
JANUARY 23, 2022
Another year, and another exciting week for technology enthusiasts, such as myself, when CES unfolds in the beginning of January. Despite a string of top brands opting to not have a physical presence, CES packed several promising examples of how technology can improve human life. The resounding key theme of CES was the metaverse, what […].
Zendesk
JANUARY 28, 2022
The simplest sales are made when the customer already knows what they want. Inbound sales are a unique way of selling to customers because the leads seek you out rather than getting roped into the funnel through cold calls or emails. This selling technique involves some extra effort toward the start of your sales funnel, but once you understand the process, it can become an invaluable selling tactic for your team.
Logicalware
JANUARY 25, 2022
Tech analysts have announced their top technology trends to watch in 2022. So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.
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
Aquire
JANUARY 24, 2022
You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. If you’re curious about the state of chatbots, we have shortlisted 33 chatbot statistics and trends to give you an idea of what a chatbot can do for your business.
Customer Think
JANUARY 28, 2022
Customer experience is vital to success in pretty much every sector. If customers have a positive experience, they’ll come back for more. But how do you deliver that experience? Touchpoints and journeys are two of the most crucial factors. Learn how the two relate and which is more important for your customers. Defining touchpoints and […].
Zendesk
JANUARY 25, 2022
Here at Zendesk, we believe that trust is at the core of all our interactions with our customers. We recognize the importance of customer trust and of customers’ privacy and the security of their data. Global privacy regulations are evolving at a rapid pace and we are focused on providing the tools our customers need to enable compliance. As a customer, it’s important to understand how vendors use and secure your data.
Comm100
JANUARY 25, 2022
Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone. Of course, to see all the benefits of live chat, you need a robust live chat solution that offers a wealth of tools.
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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.
Help Scout
JANUARY 27, 2022
Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system.
Customer Think
JANUARY 28, 2022
Many people have the misconception that marketing your business costs a fortune. It is worth noting that there are many proven ways through which you can market your business with little or no money. It involves innovative strategies that generate more leads, customers and sales without breaking the bank. If you have been in business, […].
Zendesk
JANUARY 24, 2022
Salespeople must be able to emphasize the value of a wide variety of products and services. But before they can even get to that point, they need to make their biggest sale ever: themselves. When you’re applying for a sales job, you’re essentially selling your value to a hiring manager. How can you make their life easier? What will you do to improve their company’s bottom line?
Conversation Agent
JANUARY 28, 2022
It took Clare Trapasso nine months of scouring the market in three states, touring dozens of homes, losing multiple bidding wars, and rescinding another offer on a fixer-upper that would need more work than they could afford to put in, before she and her partner finally closed on a cute, renovated Cape Cod outside of New York City last year. Along the way, Trepasso, who is a writer for Realtor.com, learned a few things that no amount of writing about the housing market could teach.
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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