Intercom, Inc.
DECEMBER 10, 2019
Our industry is in the midst of a big philosophical debate about the fundamental way of thinking about how we build our products, with the focus shifting from the outputs of what we build to the business outcomes generated by those outputs. We’ve been thinking deeply about how to make this change in our own organization, with Des and Paul leading our discussions about it.
Callminer
DECEMBER 13, 2019
Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations. Although employees are not typically direct consumers of their company’s products and services, they affect its bottom line as creators of its offerings and market value.
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CX Accelerator
DECEMBER 10, 2019
How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.
Lumoa
DECEMBER 12, 2019
Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Intercom, Inc.
DECEMBER 12, 2019
Most SaaS companies start with a free software offering – providing a preview of their product’s capabilities before encouraging their users to grow into pro or enterprise solutions. Vidyard did the opposite. Instead of capturing small businesses and then trying to upgrade them to paid plans, the video hosting and analysis startup attracted larger companies, then worked backwards.
Callminer
DECEMBER 12, 2019
There is no single perfect approach to improving the employee experience. Here are some best practices for creating an ideal experience within your company.
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
DECEMBER 11, 2019
By Colin Taylor. “Make your employees happy and they will make your customers happy.” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true. The challenge lies in how you make you employees or in the case of a contact center, your agents happy. It is your agents that interact with your customers, they are the ones who deliver service and have the greatest impact on your Customer Experience.
Myra Golden Media
DECEMBER 8, 2019
I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. And second, I want zero customer frustration.
Callminer
DECEMBER 10, 2019
Here are 25 valuable strategies and expert tips for improving customer engagement - the totality of interactions between your company and its clientele.
Beyond Philosophy
DECEMBER 13, 2019
Why the Strength of Customer’s Emotion is Critical. Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.
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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.
PeopleMetrics
DECEMBER 12, 2019
Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees.
Myra Golden Media
DECEMBER 10, 2019
Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. You teach customers to escalate by holding all the power in your headsets. .
Callminer
DECEMBER 8, 2019
Understanding customer sentiment through interaction analytics is integral to establishing a sustainable growth trajectory. Learn to simplify the process.
Beyond Philosophy
DECEMBER 10, 2019
Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.
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.
Customers That Stick
DECEMBER 9, 2019
In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service. About The Happiness Advantage. FROM THE PUBLISHER: Shawn Achor, who spent over a decade living, researching, and lecturing at Harvard University, draws on his own research—including one of the largest studies of happiness and p
CSM Practice
DECEMBER 8, 2019
Customer churn is a vital metric for the success of any SaaS company and its customer success team. It is the rate at which customers cease their relationship with a business over a specified period. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue.
The DiJulius Group
DECEMBER 11, 2019
1. Lack of Executive Sponsorship – Just because you say you’re committed to your company’s customer service; your actions don’t lie. Annual customer service training is like deodorant, it wears off and the odor comes back. It is a proven fact that any big initiative, project, or revolution has to have the support of the. Read Full Article. The post 7 Reasons Why Your Customer Service Is Not As Good As You Want It To Be appeared first on The DiJulius Group.
UJET
DECEMBER 10, 2019
The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. This can create stress for everyone and all the requirements that come with serving consumers.
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.
Myra Golden Media
DECEMBER 9, 2019
Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic. And it’s hard to create rapport with customers if you sound mechanical. Think about the difference in placing a fast-food order where the person says, “Pull forward.” versus, “My pleasure.
Customers That Stick
DECEMBER 12, 2019
Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.
Fonolo
DECEMBER 12, 2019
A thoughtful human being on the other end of the line when you call for help. An expertly-tied velvet bow adorning the top of a gift you purchased. A hand-written note with charming keepsake tucked into a box containing your online purchase. Empathy. Courtesy. Generosity. Humanity. Artfulness. Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works.
DMG Consulting
DECEMBER 10, 2019
Question: I’ve used workforce management (WFM) in a contact center, but now I’m managing a back-office team. Can I use WFM here too? Answer: WFM solutions can help back-office (and branch) organizations optimize employee utilization, however these environments require applications that are purpose-built to address their unique needs. First of all, back-office WFM suites need a real-time work allocation and management module that is able to queue, distribute and manage work activities.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Totango
DECEMBER 12, 2019
A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps. The customer lifecycle management process segments the customer journey into stages, including onboarding, adoption, escalation, and renewal. This modular approach lets you focus on goals-based, results-driven KPIs that guide the customer and help them reap benefits from the use of your product.
Customer Experience Matrix
DECEMBER 11, 2019
Acquia , which is moving past its roots in Web content management to become a multi-channel “digital experience platform” (DXP), took a big step in that direction today with a deal to buy the AgilOne Customer Data Platform. The deal follows Acquia’s May 2019 purchase of open source marketing automation platform Mautic and September 2019 purchase of site building tool Cohesion.
Fonolo
DECEMBER 11, 2019
HOLD IT: If you’ve ever sent a tweet complaining about being on hold, then chances are you’ve been featured on the Fonolo-powered website: onholdwith.com. It collects and curates the millions of Twitter complaints about being put on hold, and it has just released its annual list of hold-time offenders. The site, launched by Fonolo a few years back, this year collected over a whopping hundreds of thousands of posts mentioning the phrase “on hold with” from Twitter.
Myra Golden Media
DECEMBER 10, 2019
I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her. I smiled, and when she got to my window, I practically sang, “How are you?”. And you know what the employee said to that?
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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.
Totango
DECEMBER 10, 2019
As part of a successful B2B enterprise, you understand the importance of your customers. New customer acquisition is at the heart of most traditional business models. In the customer-centered economy, however, retained customers are as good as gold. . You may have heard that it’s five times more expensive to acquire a new customer than it is to retain a current one.
Kerry Bodine
DECEMBER 9, 2019
I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. . I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & Co. uses on our own consulting engagements.
Gainsight
DECEMBER 12, 2019
We had a big board meeting this quarter where we not only covered the past quarter’s “state of the union” and metrics, but also plans for the next year. In the spirit of drinking my own champagne (I prefer champagne to Kool-Aid any day!), I wanted to leverage my instance of Gainsight to prepare the deck for the board meeting. But this was more than a vanity project—it might not have been impossible to do this task without Gainsight, but I can’t imagine how I would have done it.
Myra Golden Media
DECEMBER 9, 2019
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell , ensures you end calls positively. 1. Open with a lead-in.
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
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