Callminer
NOVEMBER 7, 2021
We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients.
Intercom, Inc.
NOVEMBER 9, 2021
When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. You used to speak in hours and days, and now it’s months and quarters. You used to obsess about innovation and being at the front of the market, and now you’re feeling bogged down shipping table-stakes features.
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Adrian Swinscoe
NOVEMBER 8, 2021
Customer service teams are often taken for granted. Some of you may think that that is a strong statement. But, if you look up the expression […]. The post Customer service teams: the time for more service advocacy is now first appeared on Adrian Swinscoe.
Futurelab
NOVEMBER 9, 2021
As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a better experience requires you to build the business case and help your executives prioritize those initiatives – because there are typically many improvements that need to be made. I’ve previously written about prioritization methods and criteria: Tags: Annette Franz (Gleneicki) customer experience decision making leadership prioritizing Facebook Like.
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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.
Bill Quiseng
NOVEMBER 6, 2021
When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied. But their satisfaction does not guarantee their return. The good news is that your satisfied customers didn’t complain.
Beyond Philosophy
NOVEMBER 11, 2021
Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now. So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. .
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
NOVEMBER 9, 2021
A few weeks ago, I wrote about Seth Godin’s concept of finding your Who , which is all about identifying who your products are for. The Who isn’t defined by demographics but by psychographics: their (customer) beliefs, their dreams, their desires. It’s a reminder that developing personas is so important to customer experience design. And it’s a reminder that we should be finding products for our customers, not customers for our products.
Intercom, Inc.
NOVEMBER 10, 2021
Incorporate your customers’ most-loved platform into your support offering. We’ve partnered with WhatsApp to provide a simple, hassle-free integration within Intercom – the easiest way to add WhatsApp to your company’s support experience. When it comes to personalized support, WhatsApp is a no-brainer. Offering convenient, effective support to your customers, exactly where they are, just makes sense. “Today, we’re announcing a simple way to integrate one of the world’s most popular communi
Customer Think
NOVEMBER 12, 2021
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their fe.
Shep Hyken
NOVEMBER 10, 2021
Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. Next, she explained why.
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.
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Each conversation contains a wealth of data—from emotional nuances to signals of intent—that businesses can leverage to optimize CX and drive revenue growth.
Inside Customer Service
NOVEMBER 11, 2021
The job search site, Indeed , ran baseball-themed commercials during the recent World Series broadcast. In this one featuring Los Angeles Dodgers pitcher, Max Scherzer, Scherzer uses baseball analogies to coach an applicant looking for a sales management position. What's struck me about these commercials is the strength of Indeed's brand promise: "We help people get jobs.
Customer Think
NOVEMBER 9, 2021
As a chief marketing officer (CMO) or senior B2B marketing professional, there are few things as satisfying as earning and maintaining the trust of your CEO, and for that matter, the rest of the executive team. Conversely, if you do not have this trust, your professional life can be quite painful. In my career, I’ve […].
Futurelab
NOVEMBER 9, 2021
You know you need to make changes in the business, but there are competing forces, those that help to drive the change and those that impede the change. How do you identify and then solve for each of those and, ultimately, bring everyone together? Tags: Annette Franz (Gleneicki) action change change management CX vision Facebook Like. Linkedin Share Button.
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.
Uniphore
NOVEMBER 11, 2021
Ravi Saraogi, Co-founder and President APAC, Uniphore and Loan Kiss, Sitdown Events. As enterprises plan for the post-pandemic future, new goals—and new ways to achieve them—shape the customer service landscape. Tasked with driving operational efficiency, productivity and growth, business leaders are turning to technology to bridge the gap between rising customer demands and limited human resources.
The Belding Group
NOVEMBER 7, 2021
Maybe you're looking at work-life balance the wrong way. Yes, working is something we have to do to survive. We also, however, have to eat to survive. Yet, how often do you hear someone roll their eyes and say, "Having to go to a restaurant is cutting into my Eat-Life balance.". Shaun Belding | www.shaunbelding.com.
Customer Think
NOVEMBER 10, 2021
This was a question I had often asked myself. Your team might take weeks or months to build a product. You’re about to ship it. And you find out that your customers don’t use it much, or even worse, they ask you to keep adding minor and irrelevant features that they may not end up […].
Futurelab
NOVEMBER 9, 2021
Culture is so important to your business. The right culture is even more important. If you ask me, the right culture is always one that is customer-centric. Putting the customer at the heart of the business is what makes the world, er, the business, go round. Tags: Annette Franz (Gleneicki) core values culture customer-centric culture Facebook Like.
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
Uniphore
NOVEMBER 11, 2021
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Each conversation contains a wealth of data—from emotional nuances to signals of intent—that businesses can leverage to optimize CX and drive revenue growth.
Intercom
NOVEMBER 11, 2021
Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. For Samuel Hulick , a UX consultant and one of the biggest authorities out there on user onboarding, that means thinking less about the product itself and more about how to get users the results they’re after.
Customer Think
NOVEMBER 7, 2021
The Great Resignation, the Big Quit, the Turnover Tsunami – whatever you want to call it, is a growing trend in the world of work that is taking off across the globe. But what exactly is it, what consequences might it have for the customer service industry and could it be the wake-up call our […].
The DiJulius Group
NOVEMBER 8, 2021
Is the level of experience your customers receive is dependent on which employee they encounter? Are there certain employees on your team you hope your best clients interact with? If so, then you have what is known as employee roulette. Employee roulette is a problem most organizations have. There is good news: You can significantly. Read Full Article.
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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.
Uniphore
NOVEMBER 11, 2021
For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.
Steven Van Belleghem
NOVEMBER 7, 2021
Create a safe space. The most crucial part of enabling customer centric behavior is creating a safe environment for your employees. If you want them to act in a customer centric way, they will need to be able to solve problems or offer customer advice in a fast and smooth manner. You will probably have your very own vision on how that should be done in the most optimal manner, and that’s great.
Customer Think
NOVEMBER 8, 2021
Photo by Unsplash, CC0 1.0 Manufacturers can serve as a valuable resource to their customers by implementing digital strategies. It makes doing business simpler, which is another excellent growth strategy. Customer experience is at the heart of acquisition and retention, but until now seemed to be only a strategy for B2C. However, B2B companies have […].
Help Scout
NOVEMBER 9, 2021
Use this guide to identify your specific support software needs, understand the types of solutions to look for, evaluate your options, and get leadership buy-in.
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
Uniphore
NOVEMBER 11, 2021
Travel and hospitality were among the hardest hit industries during the pandemic. While today both are recovering, businesses are grappling with new realities on the ground—and in the air. Fewer business travelers, newer no-contact preferences and higher overall expectations are a few of the factors shaping the customer experience landscape. Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX.
Totango
NOVEMBER 8, 2021
The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic.
Customer Think
NOVEMBER 8, 2021
Not getting enough from your investments in data? Look into more personalization. Worldwide online buyers are expected to reach 2.14 billion by the end of 2021 according to Statista. The increasing number of online consumers has prompted a higher demand and tougher competition in online marketing. Having an online presence may bring in sales, but […].
Help Scout
NOVEMBER 11, 2021
Live chat metrics make it easy to understand how your team is performing and how your customers feel. Here are 14 to start measuring today.
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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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