Callminer
FEBRUARY 1, 2022
Customer interactions don’t exist in a vacuum, and neither should your data. Find out how customer journey analytics break down data silos to provide better insight throughout the customer journey.
ECXO
FEBRUARY 1, 2022
Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. How AI will Change the Status Quo in CX in 2022 – ECXO In partnership with Five9. In partnership with Five9 , the European Customer Experience Organization (ECXO) invites you to join, How AI will Change the Status Quo in CX in 2022 on February 23, 2 PM CET or 1 PM GMT, in a live conversation with Brian Atkinson , Vice President & GM, EMEA at Five9, Silvana Buljan , Joanna Carr (dip) and Ricardo
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Adrian Swinscoe
FEBRUARY 4, 2022
This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. Running a contact centre today is a tricky business but it doesn’t have […]. The post Contact centre operations: Keep it simple – keep it human first appeared on Adrian Swinscoe.
Intercom, Inc.
FEBRUARY 2, 2022
At Intercom, we believe in the power of sharing cross-functionally. Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact. Diving into a new project is an exciting challenge, but it takes time to develop context, address stakeholder needs, and meaningfully understand the problem. Without even realizing it, we begin to work with blinders on.
Advertisement
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.
Futurelab
JANUARY 31, 2022
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a superior customer experience, while only 8% of customers agree. Tags: Annette Franz (Gleneicki) customer experience customer-centric growth metrics Facebook Like.
Callminer
JANUARY 30, 2022
Think customer feedback is just for the contact center? Think again. Customer insights can be leveraged across sales, CX and product teams. Read this blog to learn how.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
FEBRUARY 1, 2022
Blockchain technology has been around since the early days of Bitcoin, which debuted in 2009 as the world’s first decentralized Cryptocurrency. Yet, it is more than just digital currency. Blockchain is a distributed ledger technology that can revolutionize modern business. But how fast will blockchain technology make its mark on the business world? According to […].
Experience Investigators
FEBRUARY 1, 2022
Your CEO understands how important customer experience is to the success of your organization. They invest in resources to provide great experiences because they understand the immense return they get on those investments, right? . If this describes your organization, I hope you know how fortunate you are. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to b
Inside Customer Service
FEBRUARY 3, 2022
Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. Our property manager called with some bad news. The flapper in the downstairs toilet at The Overlook was sticking, making it hard to flush.
Futurelab
JANUARY 31, 2022
I originally wrote today’s post for GetFeedback. It A modified version of it appeared on their site in late 2020. User experience and customer experience are cut from the same stone but have clear differences, not the least of which: who and what UX focuses on and how its measured. In this guide, we’ll outline various ways that UX can be measured – both attitudinally and behaviorally – and explain how to take action to improve the metrics.
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
FEBRUARY 4, 2022
Every business needs a plan, and it’s no different when it comes to sales. While gut feelings and intuition might be a method to attract leads and close deals, what happens when they fail? To eliminate the need for guesswork and luck, a solid sales process needs to be established, ensuring consistency and a positive […].
Help Scout
FEBRUARY 4, 2022
Every support person needs to know how to deal with difficult customers. Read about different types of difficult customers and the best ways to help them.
Intercom, Inc.
JANUARY 31, 2022
We are delighted to share that we are officially launching our new program for fast-growing, venture-backed startups. We’re working with venture capital, accelerator, incubator, and technology partners to help founders bring the best communication experience to their customers. The program is best suited to high-growth Seed and Series A startups, and has already partnered with Bessemer Venture Partners, Kleiner Perkins, Index Ventures, OnDeck, Kaszek, Dogpatch, USV, Uncork, Kima & Atlantic B
Conversation Agent
JANUARY 31, 2022
Neil Postman delivered his speech, “B t and the Art of Crap-Detection” at the National Convention for the Teachers of English [NCTE], November 28, 1969, in Washington, D.C. [This below is the full transcript with no additions or comments on my part. After having read Technopoly: The Surrender of Culture to Technology and other books by Postman and listened to surviving interviews, I wanted to have a reference to point to for his thinking.
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
JANUARY 29, 2022
SaaS organizations are increasingly growing wise to the importance of customer success (CS) programs. Not to be confused with customer experience or customer service, customer success is how businesses conceive of the long-term success of their clients, achieved through direct collaboration with themselves as software providers. This article outlines how to plan and launch your […].
Kate Nasser
JANUARY 30, 2022
Remove these obstacles of customer experience teams & sales associates & increase sales & loyalty. by Kate Nasser, The People Skills Coach™. The post Customer Experience Teams & Sales Associates: Remove Their Obstacles! #CX appeared first on KateNasser.com.
Shep Hyken
FEBRUARY 2, 2022
I recently wrote an article about the little surprises that companies – and people – sometimes give us when we do business with them. We received some great feedback, and it got me thinking of other ways to surprise our customers. That’s what this follow-up is about. I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.
Intercom
FEBRUARY 3, 2022
Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences.
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
FEBRUARY 4, 2022
You receive countless emails with some basic level of personalization like including your first name. It’s no surprise why; 80% of customers are more likely to make a purchase when brands offer personalized experiences. You might notice other emails aimed at your age bracket, gender, location, or industry. But what if emails were personalized to […].
The DiJulius Group
JANUARY 31, 2022
As customer experience has now become your brand’s best marketing, it is critical to see specifically how well your company, individual locations, and your customer-facing employees are doing, as well as holding them accountable for the experience they are delivering. Companies with the highest NPS (Net Promoter Score) in their industry have consistently outperformed the.
Steven Van Belleghem
JANUARY 31, 2022
Don’t take feedback literally. Feedback is not something that you need to take literally. The real challenge with customer feedback is to understand what people really want. To grasp what brings value to them. Customer feedback is not about micro-managing all the small details that they offer you. Yes, there may be some good suggestions in there. And, yes, in that case, it’s really smart to see how you could turn these into adaptations, new functionalities or even new products and services
Help Scout
FEBRUARY 4, 2022
If you’re looking for a better option than Intercom for your business, we’ve got you covered. Take a look at these 13 Intercom alternatives.
Advertisement
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.
Customer Think
FEBRUARY 4, 2022
As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted. And companies in technology, financial services, logistics, and other […].
Totango
FEBRUARY 1, 2022
Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. They found that Totango could do all of these things and do them well.
Futurelab
JANUARY 31, 2022
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Tags: Annette Franz (Gleneicki) artificial intelligence automation contact center customer experience customer service employee experience Facebook Like. Linkedin Share Button. Tweet Widget.
Uniphore
JANUARY 31, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: Finance CX: 5 Predictions for 2022 appeared first on Uniphore.
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
Customer Think
FEBRUARY 2, 2022
Trust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these parties to enrich your life, business, and growth. They entrust you to do the same. Trust is reciprocal. In particular, businesses rely on (a) customers to fund salaries, budgets, and dividends; […].
CommBox
FEBRUARY 2, 2022
WhatsApp is one of the world’s most popular messaging apps. Over 2 billion users across 180 countries use WhatsApp to communicate with people or businesses. Today, over 50 million businesses worldwide offer services and products using the WhatsApp Business platform. WhatsApp Business makes interacting with customers easy by providing tools to automate, sort and quickly respond to messages, Labels to organize and easily find chats and messages.
Futurelab
JANUARY 31, 2022
I originally wrote today’s post for GetFeedback. It appeared on their site in late 2020. User experience (UX) is part of the bigger customer experience (CX) ecosystem. User experience focuses on user interactions with a product, whereas customer experience focuses on the customer (and the overall relationship), who might or might not be the end user.
Uniphore
JANUARY 31, 2022
This content is password protected. To view it please enter your password below: Password: The post Protected: Digital and Customer Experience Transformation in Banking appeared first on Uniphore.
Advertisement
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.
Expert insights. Personalized for you.
386 
Let's personalize your content