Intercom, Inc.
JANUARY 20, 2022
In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar.
Uniphore
JANUARY 21, 2022
Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?
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Adrian Swinscoe
JANUARY 20, 2022
I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe.
Myra Golden Media
JANUARY 21, 2022
Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?
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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.
Heart of the Customer
JANUARY 20, 2022
In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot. We believe, with the right systems in place, that individual frontline workers can […]. The post A Journey of One: The Future of CX appeared first on Heart of the Customer.
Uniphore
JANUARY 21, 2022
Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
JANUARY 17, 2022
Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.
Customer Think
JANUARY 17, 2022
As technology advances, so does everything else. No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support. It’s also important for companies to monitor the stories being said about […].
Uniphore
JANUARY 21, 2022
Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. According to the National Center for Biotechnology Information (NCBI), between $100 and $300 billion of avoidable health care costs have been attributed to nonadherence in the U.S. annually, representing 3 to 10 percent of total U.S. healthcare cos
Experience Investigators
JANUARY 18, 2022
Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.
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.
Steven Van Belleghem
JANUARY 19, 2022
In fact, it’s the one domain where computers don’t even come close to competing with us. Over the years, software has even become quite good at being creative, but empathy remains that last beacon, something that is typically human. Unfortunately, it’s not because you are human, that you’re automatically good at being empathic. Those are two very different things.
Customer Think
JANUARY 19, 2022
Being out-of-touch is totally in, QR codes are quickly finding a new home and robots are strolling the line between novelty and value. This is what retail innovation will look like in 2022. Funding for retail technology reached a record $29 billion in the first quarter of 2021, as retailers and tech companies sought to […].
Inside Customer Service
JANUARY 20, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). It sounds like a positive development, but you're not alone if you don't know exactly what a CCO does.
Uniphore
JANUARY 19, 2022
Products. Conversational AI Platform. U-Self Serve. U-Assist. U-Trust. U-Analyze. Resources. Blogs. Brochures. Case Studies. Guides. Research. Videos. Webinars. Podcasts. White Papers. Infographics. Insights. Conversational AI. Emotion AI. Speech Analytics. Company. Our Mission. Our Team. Board of Directors. Testimonials. Partners. Careers. Newsroom.
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.
Kate Nasser
JANUARY 16, 2022
Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! The post People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness appeared first on KateNasser.com.
Customer Think
JANUARY 19, 2022
Last year, I made a few predictions about what to expect in the future of customer service. Although I may have had a rosier outlook about the “end” of the COVID-19 pandemic, we did see massive strides in the advancement and adoption of AI as well as the continued digital transformation of businesses across industries […].
Shep Hyken
JANUARY 19, 2022
I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.
Totango
JANUARY 19, 2022
Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.
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
Help Scout
JANUARY 21, 2022
Learn why help desk software is essential for your ecommerce business, and consider these eight options to help you deliver standout support.
Customer Think
JANUARY 16, 2022
By Matt Heinz, President of Heinz Marketing If you missed my LinkedIn series last month, here’s a recap of all twelve B2B marketing trends, investments and focus areas I expect to see from CMOs and teams in the new year. In Summary: Change.
Ameyo Callversations
JANUARY 19, 2022
Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations. Any missing part in the contact centers eventually disturbs the overall customer experience.
The DiJulius Group
JANUARY 17, 2022
It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1. CX Strong The companies that will dominate the next decade will be the ones obsessed with evolving the experience they provide to both. Read Full Article. The post 4 Potential CX Themes for 2022 Your Best Year Ever appeared first on The DiJulius Group.
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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.
Hodusoft
JANUARY 18, 2022
Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products.
Customer Think
JANUARY 17, 2022
Are you looking to expand your audience base? Are you wanting to turn first time customers into repeat consumers? Expanding and keeping your audience is a goal of all scale-ups and SMEs. A customer who makes repeat purchases creates sustainability for your company and having a loyal audience costs much less than only attracting one-time […].
Help Scout
JANUARY 21, 2022
Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.
Lightico
JANUARY 19, 2022
The new award program honors the people and companies that are helping to innovate, accelerate and enhance the insurance industry. If you would like to honor and recognize those who are innovating and modernizing the industry, nominate now! Here’s something you don’t hear everyday: Insurance is at the very core of human survival and progress for almost as long as we’ve been walking the earth.
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
Logicalware
JANUARY 18, 2022
Contact centres are grappling with record staff shortages due to Covid-19. Here’s how a Digital Engagement solution can help you fill the gaps. The highly contagious Omicron variant is causing widespread staff shortages across the UK and Europe. In contact centres, managers say they’re struggling to fill seats due to agents either being off sick with Covid or having to isolate, making it difficult to maintain service levels.
Customer Think
JANUARY 21, 2022
As the new year has kicked off, many revenue organizations will look to improve their customer engagement strategies, whether it is for retention or improved customer experience purposes. According to Forrester, 56% of marketing leaders say that improving customer experience is a top priority for supporting their company’s business strategy during the next two years. […].
Zendesk
JANUARY 18, 2022
While leaders navigate a constantly changing reality, they must keep thinking about how to drive their business forward. As many companies hold on deploying new initiatives until the outlook is more clear, they are eyeing where current investments can be made: such as in customer experience. Why CX? Where human interactions are concerned, it’s quality, not quantity that ultimately matters most—now more than ever before.
CommBox
JANUARY 19, 2022
Over the past several years, experts have agreed that in the near future, most of the interactions with customers will not be handled by real people. For this purpose, special IT products have been created – chatbots. Going into the details of the definitions, a chatbot is firmware that is embedded in dialogue platforms to facilitate communication with suppliers and distributors.
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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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