Fonolo
JULY 5, 2022
Steve Jobs once said, “Be a yardstick of quality. Some people aren’t used to an environment where excellence is expected.” That first sentence is a home run for call center quality monitoring. But these days, customers expect excellence. . Today’s customer has evolved, with no patience for anything less than exceptional. Your first step to meeting them is through call center quality monitoring.
TeamSupport
JULY 5, 2022
What colors our imaginations? When it comes to our concepts of artificial intelligence and robots, how much of it is affected by what we’ve seen on TV and in the movies, from The Matrix to Blade Runner ? Beyond that, how prominent is the fear of automation taking jobs from humans? Evidently, it has been a very real thing, ever since the Luddites first destroyed textile mills in early 19th century England.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
JULY 5, 2022
We asked a group of industry leaders, “What's the best way to increase customer lifetime value?” Read this blog to learn their insights and best practices.
Intercom, Inc.
JULY 6, 2022
We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. If you joined us for New at Intercom last month, you may already have some idea of what’s in store on Built For You this month, (but if not, you can watch it on-demand here ).
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.
Adrian Swinscoe
JULY 5, 2022
This is a guest post by Johan Treutiger, Åsa Ahlgren, Erik Thure, and Erik Tengblad of Arthur D. Little. Over the past five years, organizations across […]. The post Customer outcomes – A business model transformed first appeared on Adrian Swinscoe.
Beyond Philosophy
JULY 7, 2022
The Future of Brick and Mortar. One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Here’s what Bjorn had to say: Hello, Ryan and Colin, and thanks for a great show.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JULY 5, 2022
When I joined Intercom eight years ago, I knew nothing about system design. I designed and presented my ideas using high-fidelity mockups. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. This is the second post in a series exploring our product principles. Here, Gustavs discusses our design principle of “Connected, Modular Systems”.
The Belding Group
JULY 6, 2022
Want to be more effective and efficient in your communications and your work relationships? Try picking up the phone. You'll be surprised at the difference it will make. Shaun Belding | www.shaunbelding.com.
Totango
JULY 8, 2022
It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.
Conversation Agent
JULY 4, 2022
The pause should not surprise you. It was time to reassemble. I'm reading In the Margins, and realizing how much harder it is to write as a woman. Most of my ideas are original. I do write from a multiplicity of egos as Virginia Woolf suggested. But I haven't tried my hand at fiction, yet. I wonder what would have happened if I had adopted an elusive and enigmatic persona like Elena Ferrante.
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.
Intercom, Inc.
JULY 7, 2022
We know what accessibility looks like in a physical space. Many countries have regulations and laws in place to ensure you don’t design a building without accounting for a wheelchair ramp, for example. But when it comes to software, we don’t have those same checks in place, and it’s far more common to build products and services that don’t take into consideration people with disabilities.
Zonka Feedback
JULY 6, 2022
Carrying out a survey within your organization enables you to keep track of your business progress and the milestones you have attained within a particular time frame. Also, surveys play a crucial role in helping you monitor closely and get feedback from the people who matter most to your business. When doing a survey, the data and the findings you generate need to be presented to the respective individuals who need to understand the business's environment.
Totango
JULY 5, 2022
In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. As a customer success leader, it’s important to ensure resources are focused on delivering value and creating exceptional customer experiences, while also keenly identifying any potential opportunities for revenue and expansion.
Comm100
JULY 5, 2022
As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT). Research shows that 45% of users already prefer chatbots as the primary mode of customer service communication. .
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.
MyCustomer Experience
JULY 7, 2022
WOne of the features of The Intuitive Customer podcast is "I'm in a Pickle," where listeners come to us with business problems that they. 7th Jul 2022. By Colin Shaw Founder & CEO.
Zonka Feedback
JULY 3, 2022
When you think about the importance of customer experience, you could be forgiven for your mind wandering to the B2C environment. After all, customer experience and satisfaction have long been one of the top priorities for B2C businesses, yet it’s only now that B2B businesses are catching up. But let’s consider just a couple of things here; firstly, your customers are your business.
ClientSuccess
JULY 6, 2022
As CSMs, finding new and creative ways to engage with customers is not always easy. And as customer success leaders, it’s even harder to develop programs and processes to give your team the freedom and flexibility to engage with customers in this way. . Often used to open the door to these more unique customer experiences, customer loyalty programs can be an excellent idea for CSMs and team leaders alike to delve into some of these new ways to connect and engage with customers.
Shep Hyken
JULY 5, 2022
Earning Customers for Life. How to Prevent Your Customers from Shopping Your Competition. Shep Hyken interviews Matthew Holman, head of growth at QPilot , an eCommerce software company that makes subscriptions more flexible for brands and customers. He shares how subscription models can shape the customer experience to meet the changing needs of their customers.
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
Provide Support
JULY 3, 2022
The post Best tools for the effective remote teamwork appeared first on Provide Support Blog.
Gainsight
JULY 5, 2022
This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers. For today’s CEO, that means you better be up to speed on the CE lingo and terminology that’s now de facto from the field to the boardroom. And it’s not just learning the terms; it’s learning why and how they’re so critical to your growth.
Beyond Philosophy
JULY 2, 2022
I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it’s not bouncing back to the way it was before. Customers have changed how they want things and organizations should take advantage of how a physical and virtual experience work together in their customer strategy.
Shep Hyken
JULY 6, 2022
In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. The levels advance from Unacceptable to Basic to Good to World Class to Trademark. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.
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.
Hodusoft
JULY 6, 2022
Top Call Routing Strategies to Improve Customer Experience An exceptional customer experience is critical to a business’ immediate and long-term success. Today, 83% of customers expect to engage with someone when contacting a business. While meeting these expectations every time might be impossible, enhanced call routing strategies will get call or contact centers close to increasing customer satisfaction.
Gainsight
JULY 5, 2022
It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Why? Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. It’s about product-led growth. It’s about adoption, analytics, and expansions.
Beyond Philosophy
JULY 2, 2022
I was recently out and about and thought how happy I was that the pandemic was behind us. Many people must feel the same way because retail is bouncing back after two terrible years. However, it’s not bouncing back to the way it was before. Customers have changed how they want things and organizations should take advantage of how a physical and virtual experience work together in their customer strategy.
Shep Hyken
JULY 4, 2022
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. 7 Top AI Trends in Customer Service by Zendesk. (EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done.
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
SugarCRM
JULY 7, 2022
The pandemic has forced many businesses to recalibrate how and where we work. It has reshaped how business leaders think, how staff wants to work, and customer expectations. Technology for collecting, managing, and advancing customer interactions is vital for all businesses. There is a continuous need to rethink and adjust business strategies and tactics to adapt to the new world of work.
DMG Consulting
JULY 8, 2022
The Contact Center and Back-Office Automation Opportunity. DMG estimates that 50% of the activities performed by a customer service agent while handling a call can be automated. (The situation is different for digital interactions, but there are still plenty of savings to be had.) Another way of saying this is that the average handle time (AHT) of customer service calls in most contact centers can be cut in half, with the right technology.
Ameyo Callversations
JULY 8, 2022
What is API? Application Programming Interface (API) is a software interface that offers communication services between two or more computer programs, software, and applications. It executes such interactions in the form of requests and responses. A request from one application to another results in getting an appropriate response. What is WhatsApp Cloud API?
Shep Hyken
JULY 8, 2022
This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022.
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.
81 
Let's personalize your content