Intercom, Inc.
OCTOBER 20, 2020
One of our core values at Intercom is “We love people who genuinely want to learn and grow.”. Of course, celebrating and encouraging a growth mindset is all good and well, but how do we put in place structures and processes that actually encourage career growth? In the Engineering org, we’ve thought deeply about how to foster long-term growth opportunities for people.
C3Centricity
OCTOBER 22, 2020
We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.
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Fonolo
OCTOBER 22, 2020
Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Industries worldwide have risen to meet their new realities and adapted admirably. . But it’s not over yet. With the holiday season around the corner, retailers are feeling the pressure as they navigate one of the most demanding periods in a post-COVID world. .
Myra Golden Media
OCTOBER 23, 2020
Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Intercom, Inc.
OCTOBER 22, 2020
Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 times more revenue than their competitors. And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboardin
Beyond Philosophy
OCTOBER 22, 2020
Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Gainsight
OCTOBER 22, 2020
1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . 2.
Intercom, Inc.
OCTOBER 21, 2020
Maya Angelou, the poet and civil rights activist, said it best: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”. That’s a universal truth, but one businesses forget about at their peril. The feelings customers take away from an experience with your company are far more important than any “response time” metric.
Steven Van Belleghem
OCTOBER 20, 2020
The ultimate convenience. One of the big differences between East and West is that the latter is a lot more siloed, with different companies, offering different things, via different interfaces. The Chinese, though, who immediately leapfrogged to mobile technology, have a much more integrated approach. For instance, they offer commerce in a social media context.
TeamSupport
OCTOBER 21, 2020
This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Heart of the Customer
OCTOBER 23, 2020
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].
Totango
OCTOBER 20, 2020
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
UJET
OCTOBER 22, 2020
Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho
Kate Nasser
OCTOBER 18, 2020
Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.
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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.
Doing CX Right
OCTOBER 20, 2020
Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops.
Totango
OCTOBER 23, 2020
Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.
UJET
OCTOBER 22, 2020
Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho
Zonka Feedback
OCTOBER 22, 2020
In today's world, success of a retail business revolves around these questions: Are the products which customers are looking for available at your retail store? Is your retail staff supportive and welcoming for the customers? Are your prices competitive in the market? Are your return and exchange policies fair and helpful for the customers?
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Beyond Philosophy
OCTOBER 17, 2020
When you bring attention to something, it influences people’s behavior. For example, The food and household goods supplier in the UK, Tesco, was recently accused of profiteering by raising the prices of a yeast extract spread called Marmite. There was quite an uproar about it in the UK. You would think that this would mean sales of Marmite would go down.
Totango
OCTOBER 20, 2020
Hi, We have finally virtually arrived in Fiji and I am excited to spend from now until the end of 2020 there. I am so excited to fill you in on what we have been working on. Our Fiji product releases will focus on a plethora of usability enhancements and more tools than ever to help you drive effective digital engagement which we all know is so crucial these days.
Gainsight
OCTOBER 22, 2020
In the current, increasingly complex economic situation, many CFOs , and others in the organization are reviewing key metrics—particularly Cost of Retention and Customer Acquisition Cost. According to research , a modest bump of 5% improvement in retention can result in anywhere from 25% – 95% increase in profits. In these uncertain times, those stats are not to be taken lightly. .
ClientSuccess
OCTOBER 20, 2020
In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard. Customer success departments were truly put through the ringer this year, with some teams dealing with an incredible amount of uncertainty, change, and, unfortunately, customer churn. 2021 Customer Suc
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.
TeamSupport
OCTOBER 19, 2020
In Part 1 of this blog series, we introduce d why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers. I n Part 2 , we dove into tips for fostering collaboration and engagement among support team members and between agent and customer.
Totango
OCTOBER 22, 2020
When operating within a customer-centered economy , maintaining client satisfaction is an absolute necessity—a fact that’s been made all the more true thanks to today’s increasingly digitized business landscape. As communication becomes more fast-paced, client expectations for timely, personalized responses to their issues have risen as well. Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, ca
Hodusoft
OCTOBER 23, 2020
As the world is hit by the COVID-19 pandemic, personal meetings and home visits are fading away. Today, we follow the norms of social distancing, which has changed human interaction. In recent months, there has been a drastic shift in the way people interact and communicate with each other. On the other hand, meetings will stay lifelong, irrespective of the virtual or physical model.
Knowmax
OCTOBER 22, 2020
Call Center Software: Empower Your Business.
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.
Gainsight
OCTOBER 22, 2020
It’s hard to believe that we’re just a couple of months away from 2021. To say that 2020 has been a challenge would probably be the understatement of the century so far—and I think I speak for everyone when I say that I am cautiously optimistic that we’ll launch into 2021 feeling better about how things are going—in business and life. . That said, 2021 will undoubtedly bring with it a new set of challenges & questions that we’ll need to be ready to address.
The DiJulius Group
OCTOBER 22, 2020
In our 12th year of doing The Customer Service Revolution Conference – and virtually our first – this year’s theme is Reimagine… Revolutionize. This powerful virtual event had over 1,400 leaders registered, which is double the live attendance we’ve ever had! Here’s are some takeaways from each of our speakers this week: John DiJulius – Read Full Article.
Doing CX Right
OCTOBER 21, 2020
Sometimes the best business and life lessons come from short simple quotes. You’ll often see me posting on Instagram, LinkedIn, and Twitter to get my readers thinking in new ways and ultimately taking actions. As my website says, we need to be DOING CX RIGHT, not just TALKING! In case you’ve missed my social media tips of the day, I’m adding them here too as they never get old.
Confirmit
OCTOBER 20, 2020
Register to watch the webinar for your region. Australia. North America. Europe. With the aim of measuring and improving pharma companies’ performance, Optigage developed a multichannel index that tracks channel reach, engagement, as well as message recall and differentiation. The tool, delivered via Dapresy, is used to gain a better understanding of where brands stand on the competitive playing field, and to pivot their strategies accordingly.
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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.
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