ECXO

FEBRUARY 14, 2022

A true global CX organization needs to speak and understand cultures, languages and differences. ECXO understands you, fluently. Share on facebook. Share on twitter. Share on linkedin. The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. We are a global community who thrives on celebrating everyone’s individuality and not creating a “one size fits all” approach.

CX 296

CX Education Innovation AI 296

Intercom, Inc.

FEBRUARY 16, 2022

In December, we announced European data hosting , the result of one of Intercom’s biggest ever infrastructure projects. We’re continuing to expand Intercom globally, and the lessons we learned while building out the infrastructure will be invaluable. Until now, Intercom has been a multitenant application hosted in a single region in AWS.

Engineering 234

Engineering Start-ups Legal Sales 234

Adrian Swinscoe

FEBRUARY 14, 2022

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. In my last article I discussed how to keep things simple in contact […]. The post Banishing complexity – 5 ways to turn theory into practice first appeared on Adrian Swinscoe.

190

190

Inside Customer Service

FEBRUARY 17, 2022

Company culture is an important consideration for job seekers. Many value it more than than money. That's from a 2019 Glassdoor report. At the time, the U.S. unemployment rate was 3.7 percent and employers were competing for good employees. In that respect, not much has changed. Today, the U.S. unemployment rate is still under four percent and culture is more important than ever.

Social Media 130

Social Media Customer Service 130

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

Steven Van Belleghem

FEBRUARY 17, 2022

Nike. End of January, Nike launched 5 different job-applications for metaverse-related roles. The news came a few weeks after it announced the acquisition of RTFKT, a non-fungible token studio that produces digital collectibles like digital sneakers. And prior to that, it had filed several new trademarks that indicate its intent to sell virtual Nike-branded sneakers and apparel.

Gaming 127

Gaming Entertainment Social Media Transportation 127

Intercom, Inc.

FEBRUARY 17, 2022

And no, we’re not talking about Austin Powers! Doug Kessler is the co-founder and creative director at Velocity Partners , a B2B Marketing Agency with a laser-sharp focus on content strategy, and the writer of articles such as The Search for Meaning in B2B , Crap , and Insane Honesty. Although he started his career as a suit on Ogilvy & Mather in Madison Avenue back in the 80s, it wasn’t until he shifted to B2B that he found his true calling.

B2B 209

B2B Start-ups Education Entertainment 209

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). If you’re looking for resources to share with your team on experience leadership, I encourage you to take a look at the authors on this year’s Global Gurus list of customer experience leaders for inspiration (a sincere thank you to Global Gurus for including me in the list once agai

CX 114

CX Customer Experience Non-Profits Start-ups 114

Help Scout

FEBRUARY 18, 2022

Online customer service is one of the most important functions at any company. Here’s how to get started with it and continue improving it as you grow.

Customer Service 119

Customer Service 119

Conversation Agent

FEBRUARY 17, 2022

“All subject are a form of discourse,” says Neil Postman. It makes sense. Because you need language and conversation to discuss biology, physics, chemistry, history, geography, astronomy, etc. Dialectic is valuable, whether you're arguing to win, or have a loftier goal: that to understand. Cicero first said that the purpose of education is to 'free the student from the tyranny of the present.

Education 106

Education 106

Shep Hyken

FEBRUARY 14, 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. Are You Asking the Right Customer Experience Questions? by Janelle Estes. (CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

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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.

VOC

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 105

B2B Sales NPS Customer Service 105

Help Scout

FEBRUARY 18, 2022

You have identified a small change that you’re convinced would really improve your customer service quality, but you’re having trouble persuading your team to change their behavior. Here’s one quick tip to make it happen.

Customer Service 105

Customer Service 105

Conversation Agent

FEBRUARY 14, 2022

“Artificial Intelligence (AI) agents will pull information for us on the basis of parameters we establish and control. They will deliver it to the social networks that exist inside our own data network. Web 3.0 is the true era of conversation, where the real dialogue begins.” I wrote those words here in 2007. Was I wrong! And late to the game; the hype started in 2004.

Technology 105

Technology Technology Artificial Intelligence Gaming 105

The DiJulius Group

FEBRUARY 15, 2022

“We are at our best when creating enduring relationships and personal connections. When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers—even if it is just for a few moments. It’s really about human connection.” —Howard Schultz, Starbucks Carpe Momento — “Seize the Moment.” There’s no better motto. Read Full Article.

Customer Experience 103

Customer Experience 103

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.

AI

Beyond Philosophy

FEBRUARY 16, 2022

The future of customer strategy is providing proactive experiences based on the predicted needs of your customers. The key to unlocking this future is your customer data, particularly the data you have collected about customer behavior. You have most of what you need to predict your customers’ next move in your customers’ past behavior. This concept is predicated on the idea of Customer Science.

Artificial Intelligence 88

Artificial Intelligence Management Consulting CX Customer Experience 88

Zendesk

FEBRUARY 18, 2022

It may seem like technology is dominating the world of sales today. But no matter how many ways we find to digitize workflows, save time, and cut costs, nothing has been invented yet that can replace genuine human-to-human interaction. The buyer-seller relationship can be the cornerstone of customer loyalty. Plus, it’s a gold mine of opportunities for cross-selling , SPIN selling , and upselling.

Sales 98

Sales Start-ups Touchpoint Legal 98

TeamSupport

FEBRUARY 18, 2022

If your B2B business is aiming to grow in 2022 (whose isn’t?) then chances are that your sales team is chasing new business. It’s a reasonable strategy – new business acquisitions means more revenue. But what if this new business is replacing churned customers and there is no net growth? Even worse, what if this strategy is plugging a hole of capsized revenue left by more churned customers than acquired ones?

B2B 98

B2B Sales NPS Customer Service 98

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Striking a balance between protecting employees from the pandemic and continuity of business is still a major concern for most businesses in 2022.

Contact Center 98

Contact Center Social Media Omnichannel CRM 98

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

Ameyo Callversations

FEBRUARY 16, 2022

Artificial intelligence and machine learning are slowly becoming conventional territories for several industries. In today’s scenario, a chatbot is considered the most trending technology. Whether it’s an emerging startup or large enterprise, chatbots have a crucial role to play where automation is the need of the hour and the banking sector is no exception.

Artificial Intelligence 98

Artificial Intelligence AI E-commerce Data Entry 98

Zendesk

FEBRUARY 16, 2022

The worst thing a prospect can do isn’t to say no. The worst thing a prospect can do is waste your time. Unfortunately, there are consumers out there who specialize in doing just that. They have many names: entitlement clients, clueless shoppers, confusion clients, and price hunters. All of them are tire kickers, and they’re dangerous to your sales productivity and success.

Sales 98

Sales CRM Start-ups 98

Myra Golden Media

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” Do you find your customers more intense ? Are your employees burning out or quitting? It’s not just you. Everyone is seeing this change. I just read this quote from the New York Times. “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Customer Service 90

Customer Service Customer Experience 90

Fonolo

FEBRUARY 17, 2022

Though customers should be the key focus of all call centers, agents are the driving behind-the-scenes force who ensure these customers enjoy a timely, empathetic, and efficient experience. From live voice interactions to online chatting, social media messaging, and post-interaction administrative work, call center agents must juggle multiple tasks on a daily basis.

Contact Center 87

Contact Center Start-ups Social Media Technology 87

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

Ameyo Callversations

FEBRUARY 16, 2022

Customer engagement is a tricky business. Organizations now use multiple tools to communicate with customers according to their preferences. Yet, these messages sometimes fail to show drastic improvements in the engagement metrics. It could be due to the incessant stream of communications leading to increased spam rates, concerns over user privacy, and other data misuse risks.

Social Media 98

Social Media Customer Satisfaction Touchpoint Sales 98

Zendesk

FEBRUARY 17, 2022

Consumers aren’t always willing to make a purchase on a whim. It can take days, weeks, or even months of careful thought before they commit to buying. And if you wait to interact with them until the end of their decision-making process, you’re missing out on profitable sales opportunities. That’s where the buyer’s journey comes in. What is the buyer’s journey?

Social Media 98

Social Media Sales Education CRM 98

Totango

FEBRUARY 14, 2022

Do you know your love language ? According to Dr. Gary Chapman, every person has a primary love language in which they need to be spoken to in order to feel cared for and loved. The five love languages include: Receiving Gifts. Quality Time. Words of Affirmation. Physical Touch. Acts of Service. While Dr. Chapman’s original research on this topic was intended for use in romantic relationships, it has since been expanded to apply to any type of relationship – including between an organization and

Social Media 88

Social Media Education Start-ups 88

Lumoa

FEBRUARY 17, 2022

Lumoa Product News for February 2022 New guide available for our Zendesk integration Admins now have the ability to Integrate directly with their Zendesk account through our new Integrations Page! With this integration you will: Pull over CSAT responses that your Zendesk agents receive Analyze the comments in Lumoa using AI Gain insights into common reasons for poor feedback Please read this guide on our new Integrations Hub to get started, and reply to this email with other integrations you

Voice of the Customer 78

Voice of the Customer Start-ups AI 78

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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.

AI

Heart of the Customer

FEBRUARY 17, 2022

I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle. Despite a portal update that was well received internally, an unexpectedly high number of customers continued to call their contact center to resolve issues. “I really don’t get it,” […]. The post Good Data Beats Great Surveys appeared first on Heart of the Customer.

Contact Center 78

Contact Center Customer Journey Map CX Customer Experience 78

Zendesk

FEBRUARY 14, 2022

2001: A Space Odyssey is a cult classic; the quintessential “evil robot takes over” science fiction tale featuring a soft-spoken killer robot with the neighborly name of HAL. Arthur C. Clarke, who wrote the story that the 1968 movie was based on, went through several creative bot names before landing on HAL (Heuristically Programmed Algorithmic computer).

Customer Relationship 98

Customer Relationship Artificial Intelligence Social Media AI 98

Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. Training is finite, usually only one to several days. Training is one-way, “I know everything, you know nothing” instruction. Training is the how and what of service. Training is what employees do to develop the business. In the end, training is for a job. And the job of employees is to serve to satisfy the customer.

Education 78

Education Customer Service Customer Loyalty Customer Experience 78

Beyond Philosophy

FEBRUARY 12, 2022

We celebrated a significant milestone this year. It’s Beyond Philosophy’s 20 th anniversary. Not only that, but Financial Times also recognized our company as one of the top management consultancies for the fourth year in a row. It is always gratifying to reach these milestones and enjoy these accolades. However, they didn’t happen by chance.

Management Consulting 78

Management Consulting Customer Experience CX 78

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.

Technology