Intercom, Inc.
AUGUST 11, 2021
Here at Intercom, we believe in shipping as quickly as possible. . It breathes life into your engineering team, and teams across the company, as customer issues and requests are resolved quickly and efficiently. But here’s the caveat: you can’t just ship fast, you have to make sure your team is equipped to ship safely. . Why do we ship fast? We’ve always shipped to learn at Intercom.
Uniphore
AUGUST 12, 2021
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.
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The Belding Group
AUGUST 11, 2021
How to Create Customer Loyalty “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. Don’t get me wrong. It’s not because business are stupid. It’s because the principles of building long-lasting customer […].
Futurelab
AUGUST 10, 2021
The history of the Customer Success profession dates back to 1996, when a CRM vendor, Vantive, realized that their system had a high failure rate, an issue that certainly didn’t help their quest to have 100% of their customers willing to serve as references. Marie Alexander created and led a department she called Customer Success. Tags: customer experience customer success digital Annette Franz (Gleneicki) Facebook Like.
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.
AUGUST 10, 2021
Your brand is how your company presents itself to the world, but inevitably there will need to be slight adjustments needed along the way. A brand is not a singular design element, font, color, illustration style, or icon. ( Your brand ? your logo , for example.) Rather, it’s a system of interconnected elements that represent how your company looks, feels, and acts, and which combine to create a consistent, recognizable, unified personality.
Callminer
AUGUST 11, 2021
The latest in our Responsible AI blog series, the CallMiner Research Lab explores two of the main categories of harms that AI outputs can cause: Harms of Allocation and Harms of Representation.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Taylor Reach Group
AUGUST 13, 2021
By Colin Taylor. Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. With the offices closed, they sent their agents to work from home. This was a learning experience for the center leadership, the company, and the agents. According to the research we completed in May 2020, only 15% of contact centers had active and existing remote or agents working from home.
Fonolo
AUGUST 10, 2021
No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care.
Callminer
AUGUST 10, 2021
Business intelligence (BI) bridges the gap between business goals and the information needed to reach them. This blog shares how the right BI tools can drive business growth and transformation.
The Belding Group
AUGUST 12, 2021
In today's ultra-transparent world, there is no way in Hell you can expect loyalty from your customers, if you aren't genuinely loyal to them. And just like the loyalty you have for your friends, it means you have to have their backs, and make sure that you're always there for them. Shaun Belding | www.shaunbelding.com.
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.
Customer Think
AUGUST 13, 2021
AI is becoming common in many services and products. A large amount of data is trained and analyzed for the machine to understand. The machine identifies patterns and co-relations to make predictions about upcoming situations. AI development firms work with businesses to develop machine learning-based AI software development intended specifically for their needs.
Help Scout
AUGUST 12, 2021
Social media has been part of our online lives for a couple of decades now. That’s a long time when it comes to the internet, but relatively new as a form of human communication. Providing customer service over social media is much newer, tied closely to the growth of ecommerce and online business. There are no time-tested playbooks to fall back on because the environment changes so quickly.
Shep Hyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .
The DiJulius Group
AUGUST 9, 2021
I have never been a collector of objects. I’m not too nostalgic about things, at least not anything physical. However, I realize that I have collected something very special and priceless my entire life. People compliment me on my collection all the time. I constantly stress to my three sons and all my employees that. Read Full Article. The post The Best Thing You Can Collect appeared first on The DiJulius Group.
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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.
Customer Think
AUGUST 13, 2021
The chatbot market is expected to grow from $703.3 million in 2016 to a whopping $3,172.0 million by 2021, according to a research by MarketsandMarkets. Intelligent chatbots are widely being adopted across all types of companies — from the Fortune 500 to upcoming startups, in order to gain pace and efficiency. With rising chatbot trends, […].
Adrian Swinscoe
AUGUST 11, 2021
This is a guest post from Ashwini Dave who is working with Acquire as a digital marketing expert. “If I had one hour to save the […]. The post 5 Tips to efficient customer service workflow management first appeared on Adrian Swinscoe.
Shep Hyken
AUGUST 9, 2021
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way
Futurelab
AUGUST 10, 2021
Consensus versus alignment: is there a difference? Does it matter? Where does it apply in your customer experience work? Back in 2015, I asked a similar question about buy-in and commitment – and, importantly, why knowing the difference matters. Ultimately, you’re seeking commitment, not just buy-in. And yet, there’s a greater opportunity to get not just commitment, but alignment and commitment.
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!
Customer Think
AUGUST 12, 2021
by Mike Hasler in Contact Center Technology, Customer Service Trends, Mike Hasler For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rat.
Conversocial
AUGUST 10, 2021
Conversocial Acquisition Will Enhance Verint Customer Engagement Platform with Additional Social and Messaging Channels and Further Expand its Conversational AI Capabilities.
Shep Hyken
AUGUST 13, 2021
This week we feature an article by David Tattersall, Head of Client Relations at Handpicked Accountants , an online network housing the best-performing accountants across the UK. He writes about how successful, global brands use social media to deliver outstanding customer service experiences. In the digital era where customer experience is defined by a customer’s first impression of a website, interaction with a chatbot, or response to a social media remarketing advert, the opportunity stands t
Totango
AUGUST 11, 2021
The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.
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.
Customer Think
AUGUST 7, 2021
The principal reason for embarking on digital transformation is to improve customer experience, which goes a long way to assure brand loyalty; if the right culture is missing, the whole project will end in a colossal failure. Sometimes, the bottleneck brands have in ensuring digital transformation may not be the technical input, this may be […].
Sprinklr
AUGUST 12, 2021
The last few years have brought unprecedented digital disruption to the way traditional sales and marketing operates in all companies, large and small. This transformation has particularly impacted financial institutions for several reasons: a highly distributed network of advisors, stringent compliance and security requirements, and fragmented tech stacks can create more roadblocks than opportunities in the digital world.
Conversation Agent
AUGUST 11, 2021
At the end of the term, every person got a complimentary gelato of their choice. Children, instructors, and practitioners. I was six, in animated conversation with my table mates. Everyone was excited as they remembered the past few weeks. We took turns in mimicking and exaggerating each scene. It was magical. Until my gesture spilled the water carafe.
Aquire
AUGUST 11, 2021
With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. A digital CX strategy helps identify and remove obstacles, supercharges digital customer engagement, and creates a smoother customer journey.
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.
Customer Think
AUGUST 12, 2021
Historically Software-as-a-Service (SasS) companies were led by the sales function. As the business model evolved, product teams took the lead. But today, successful SaaS companies are truly built out to be customer-led. The COVID-19 pandemic has accelerated this change in cultural philosophy, and ultimately both the customer and the organization reap the benefits.
Hodusoft
AUGUST 9, 2021
EasyFive Reasons Why E-commerce Players Need Social Media Contact Center Software. Branding has long been used by businesses to drive emotional connection and brand recall in customers. However today, it has moved from invoking an emotion to reputation building. Customers interact with organizations both online and offline—they read reviews, vouch for experiences and join the dots with societal good that a business does.
Zendesk
AUGUST 10, 2021
The global pandemic made staying home and going online a necessity. But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. In fact, the Zendesk Customer Experience Trends Report found that ecommerce sales increased by 30 percent in 2020. Today’s customers also care about different things than they did pre-pandemic.
Aquire
AUGUST 13, 2021
Have you ever come across a knowledge base article you couldn’t make heads or tails of? If so, you know it’s not a very nice feeling. Whether the language was wonky, overly technical, or simply incomprehensible, low-quality help content damages the customer experience. Conversely, well-written knowledge base content is a tried-and-true way to reduce reliance on live agents and help customers get the information they need, instantly.
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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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