Intercom, Inc.

FEBRUARY 15, 2018

When it comes to designing digital systems, there is always a risk of forgetting there will be humans involved and, as a result, making things more robotic than realistic. With so many moving parts in the creation process, from visual design to content or front-end development, what’s the one universal model all of these can apply to ensure the interaction in the end is more human and humane than machine-like?

Start-ups 198

Start-ups Net Promoter Score Education Pharmaceutical 198

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Voice of the Customer 140

Voice of the Customer VOC Close the Loop Unstructured Data 140

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Sales 141

Sales Start-ups Customer Experience 141

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?

Customer Feedback 111

Customer Feedback Net Promoter Score NPS VOC 111

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 Satisfaction

Intercom, Inc.

FEBRUARY 13, 2018

There are two truths about sales and product. One, salespeople hate when deals stall because their product is missing a vital feature. Two, product people hate building features no one uses. A strong sales and product feedback loop avoids both scenarios. As your sales team scales and plays a larger role in representing the voice of your customers, an open line of communication aligns your product strategy with your addressable market.

Sales 192

Sales Customer Feedback Start-ups Gaming 192

Customer Service Life

FEBRUARY 13, 2018

The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers. The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve.

Social Media 100

Social Media Customer Service Contact Center Customer Experience 100

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. It often involves multiple departments, and of course, the organization’s leaders and C-Suite. I always stress to my clients that CX work has to be done in bite-sized pieces, because it’s an initiative that becomes a part of the company’s long term strategy; therefore, you can’t try to tackle it all at once.

Customer Experience 94

Customer Experience Engineering CX Start-ups 94

Intercom, Inc.

FEBRUARY 14, 2018

A couple of weeks ago myself and some of my team sat down to talk about how we could attract some of the best people around to join our Product team. We felt that Intercom was truly a special opportunity, but many people didn’t know that. As one of our leaders, and someone who joined very early and watched us grow and change, I do believe that Intercom is different, that Intercom is special.

Engineering 188

Engineering Start-ups Sales Technology 188

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? This is a harder question to answer than you might think. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel.

Customer Service 84

Customer Service Contact Center NPS Social Media 84

UJET

FEBRUARY 15, 2018

In 2017, we saw some of today's biggest companies face major customer support challenges, most of which could have been avoided had they implemented the right technologies and processes. Not only does poor customer service lose organizations a massive amount of money (nearly $62 billion per year), it damages reputations, hurts customer retention, and affects the bottom line.

Customer Retention 77

Customer Retention Technology Technology Customer Service 77

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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.

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Beyond Philosophy

FEBRUARY 16, 2018

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’ This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it. The post How do Customers decide if their experience is good or bad?

Customer Experience 68

Customer Experience 68

Intercom, Inc.

FEBRUARY 12, 2018

There’s one thing all wilderness survivors have in common: they didn’t get eaten by a bear. The only way to make sure your customers see your message is to understand their behaviors and mindset. There’s a strong parallel between surviving in the wild and starting a business. You’ll either find customers and get them to pay you, or your business will fail and your idea will die.

Artificial Intelligence 185

Artificial Intelligence Customer Acquisition Start-ups Manufacturing 185

Fonolo

FEBRUARY 15, 2018

The relationship between contact centers and their customers can be a volatile one. Sometimes the experience is just not up to par, other times customers are ranting and raving about how happy they are. I’m sure your contact center can relate to both sides of the spectrum. Just keep in mind, there are always things you can do to increase the amount of positive outcomes you receive.

Contact Center 75

Contact Center Social Media Gaming Customer Relationship 75

Heart of the Customer

FEBRUARY 15, 2018

A couple of years ago I had a layover in Philadelphia. Try as I might, I couldn’t find a good electrical outlet – the ones I could I find required sitting on the floor. Annoying. This led me to wonder: While it’s clearly a bad experience to be stuck for a few hours without a […]. The post Do airports care about CX? Should they? appeared first on Heart of the Customer.

CX 68

CX Customer Experience 68

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.

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Myra Golden Media

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. 1. Acknowledge Concern. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Social Media 73

Social Media Customer Experience 73

Intercom, Inc.

FEBRUARY 16, 2018

The offer email I received from Intercom ended with the line “Join us to do the best job of your career” My first thought was that it’s quite a bold statement, which creates a lot of expectations. I was curious to see how the company ensures that every new engineer has the opportunity to do the best job of their career, and how that would translate to my personal growth and everyday life in Intercom.

Engineering 177

Engineering Technology Technology Education 177

PeopleMetrics

FEBRUARY 13, 2018

At PeopleMetrics, we often talk about creating an easy, or “frictionless” experience. The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort.

CEM 66

CEM Business Administration Machine Learning CX 66

DMG Consulting

FEBRUARY 15, 2018

IVAs Can Remake the Self-Service Landscape. 2/9/2018. By Donna Fluss. View this document on the publisher’s website. A remarkable thing is happening in the realm of customer service: After years of rejecting self-service, customers are changing their tune. Consumers of all ages are showing a preference for self-service solutions over talking to agents or using chat boxes, provided they do their jobs well.

Artificial Intelligence 54

Artificial Intelligence Machine Learning Text Analytics Predictive Analytics 54

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.

AI

Myra Golden Media

FEBRUARY 12, 2018

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor. In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”.

Customer Service 66

Customer Service Customer Experience 66

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship w

Customer Service 56

Customer Service Retail CX Start-ups 56

PeopleMetrics

FEBRUARY 12, 2018

Today's CX Secret revolves around the notion of a "Customer Experience (CX) Mindset." High-end hospitality companies have owned the CX space for years because they maintain this mindset that every touch point they have with a customer has to be excellent. They want customers to leave their hotel or restaurant feeling like “wow - that was an amazing thing that I just experienced.”.

CX 64

CX Hospitality Hospitality CEM 64

Provide Support

FEBRUARY 15, 2018

Critical Thinking For Customer Service. Customer service jobs require a composite mix of soft and hard skills for success. To positively interact with customers and team members we need social and emotional intellegence, and self-regulation skills. We also need lots of technical expertise, general industry and product knowledge to handle everyday customer requests effectively.

Customer Service 50

Customer Service 50

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

Customer Experience

Confirmit

FEBRUARY 16, 2018

In this short video, Market Research experts from Confirmit and the industry discuss some of the new approaches, methodologies and technologies being used to drive the market forward. You’ll hear about new ways of engaging respondents through multi-media questions types, such as audio and video, the role of social media in MR, and the importance of using a “mobile first” approach to creating surveys to ensure high-quality insights.

Social Media 45

Social Media Technology Technology 45

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? You started years (not months - it's a journey - it takes time!) ago, but you don't think your organization has evolved. What's the reason for that? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!

CX Transformation 46

CX Transformation CX Voice of the Customer Customer Experience 46

Comm100

FEBRUARY 13, 2018

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it. But for many businesses, this can be a poor return on investment, with many resources being spent on a never-ending quest to go above and beyond.

Social Media 41

Social Media Customer Loyalty Customer Expectations Customer Service 41

SugarCRM

FEBRUARY 14, 2018

The entire piece of GDPR legislation is more than 250 pages long and is probably most appropriate of your legal team. However, even shortened and “dumbed-down” GDPR guides contain many terms that you need to understand to implement a compliance strategy. So, we’ve created glossary of key terms to know to help you decide which of the obligations of GDPR apply to your organization.

Compliance 45

Compliance Legal 45

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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.

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Confirmit

FEBRUARY 16, 2018

In this Confirmit customer testimonial, Paula McKillen of RS Components talked about her experience of working with Confirmit to deliver the company's Customer Experience program. She highlights not only the technology involved, but the support and partnership that Confirmit's Voice of the Customer consulting team provide to help drive success.

Voice of the Customer 40

Voice of the Customer Technology Technology Customer Experience 40

Confirmit

FEBRUARY 16, 2018

In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Confirmit. Zancesca highlights the importance of getting not only executive buy-in for a CX program, but also how to ensure that stakeholder around the company become natur

Customer Experience 40

Customer Experience Voice of the Customer CX 40

Confirmit

FEBRUARY 16, 2018

The insurance industry is a competitive business, and the Customer Experience is key to competitive differentiation. Not only customer expectations higher than ever, but agents dealing with people at challenging times during the claims process. In this short video, Jim Katzman, Senior Director, Customer Experience at Asurion talks about the Voice of the Customer program at Asurion, offers advice to CX professionals just getting up and running with a program, and describes his experience of worki

Voice of the Customer 40

Voice of the Customer Customer Expectations CX Customer Experience 40

Confirmit

FEBRUARY 16, 2018

In this video, Szymon Duniec, MD of Orima Research talks about getting started with Confirmit Horizons, and how Confirmit worked with Orima's team help them succeed. Szymon explains how Confirmit CAPI solution was able to support Orima's field researchers in extreme conditions, ensuring a sensitive government research program was completed successfully.

Government 40

Government 40

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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