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
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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.
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
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.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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
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.
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 […].
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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.
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
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.
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.
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 […].
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
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.
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.
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.
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 […].
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
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.
Beyond Philosophy
JANUARY 29, 2022
One of our listeners in Finland is in a pickle. Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.
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. Tags: Annette Franz (Gleneicki) metrics user experience user research Facebook Like. Linkedin Share Button. Tweet Widget.
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 […].
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
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
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.
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.
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 […].
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Heart of the Customer
FEBRUARY 3, 2022
You probably don’t need me to tell you this, but those in customer experience can have a rough go of it. You’re typically a small group – that is, when it’s not just you by your lonesome! – and you’re tasked with influencing the entire organization. That results in a different type of role, and […]. The post Nitty-Gritty CX Truths appeared first on Heart of the Customer.
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.
MyCustomer Experience
FEBRUARY 1, 2022
DPrimark needs to adapt and start selling online if they want to survive in the digital-first era we’re in today. Ecommerce has long been. 3rd Feb 2022. By Charlie Casey CEO.
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; […].
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
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