Shep Hyken
JULY 20, 2022
I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind.
Totango
JULY 19, 2022
Ready for a controversial statement? You don’t need your CRM. Yeah, we said it. Sure, there is a place for customer relationship management (CRM) technology to help sell products, but if you’re looking to provide truly valuable experiences that will build and grow profitable customer relationships – especially during an economic downturn – then you don’t need a CRM; you need advanced, agile, composable customer success technology. .
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Callminer
JULY 20, 2022
Read this blog to learn more about CallMiner CTO, Jeff Gallino's recent appearance on Bloomberg Radio’s Money Minute to talk customer service trends with Gina Cervetti.
Intercom, Inc.
JULY 21, 2022
Intercom was created out of an epiphany in a small Dublin coffee shop because we realized that the impersonal, transactional way of doing business online just wasn’t cutting it for customers anymore. Ever since the beginning, our mission has been to make internet business personal, and the podcast has played a big role in that. What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through custome
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
Adrian Swinscoe
JULY 19, 2022
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about a new report […]. The post 42% of workers feel that digital transformation efforts have made their job more complex – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.
Beyond Philosophy
JULY 16, 2022
We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here. Usually, we have one pickle per podcast. However, today’s podcast has two pickles per podcast.
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 20, 2022
At Intercom, we’re focused on the future, and we’re taking bold steps to get there. But when we make technical decisions, we like to be conservative. In practice, being technically conservative looks like reusing existing technologies and frameworks in our stack, or promoting tried and tested patterns and solutions. We value this familiarity because we understand that the important problems to be solved are the ones that deliver customer or business value.
MyCustomer Experience
JULY 20, 2022
Customers are your best source of business and market insights. By listening to them, you can learn what they want and need from your. 9th Aug 2022 Customer listening is your best long-term strategy. By Michael Hinshaw Founder and President.
Doing CX Right
JULY 17, 2022
Larry Levine, Best-Selling Author of "Selling From The Heart," explains new effective ways to approach buyers and increase sales with an unbeatable competitive edge. Hint: Success starts within, not out. It's about YOU. The post Building Trust And Selling From The Heart appeared first on Doing CX Right.
Callminer
JULY 18, 2022
Read this post to learn how to hire top-notch call center agents using the right interview questions.
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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.
Intercom, Inc.
JULY 19, 2022
At Intercom, we obsess about our customers’ success. . We study our customer’s wants, needs, and behaviors so we can deeply understand their problems and provide the right solutions. Research and data science play a major role in surfacing holistic insights about our customers and ensuring we’re building products that drive real value. To ensure we build the fullest picture of our customers and their needs, we created a new function called RAD (research, analytics, and data science) about 18 mon
Shep Hyken
JULY 19, 2022
The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience.
The DiJulius Group
JULY 18, 2022
As head of the world’s largest professional-networking site, LinkedIn CEO Jeff Weiner knows better than anyone what companies are looking for in recruiting new talent, and that effective social skills equal job security. According to Weiner, careers involving social interaction and social skills will be most coveted and secure in our automated future.
Totango
JULY 22, 2022
When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion. Leveraging customer success technology can help you implement the best practices that will enable you to efficiently engage and retain customers, as well as key stakeholders.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Intercom, Inc.
JULY 16, 2022
A customer data platform is software that pulls in multiple data streams into one consistent database that helps to organize and manage customer data. . Whenever a company collects data on a customer – whether it’s in a point of sale (POS) or customer relationship management (CRM) system, a website or social media interaction, an email or customer service communication, or any other channel – all that information can be aggregated and stored in a customer data platform (CDP). .
Zendesk
JULY 22, 2022
The ecommerce market has exploded over the past few years and is continuing to grow at an accelerated rate. By 2023, online retail sales are anticipated to reach $6.17 trillion. With more people doing their shopping online than ever before, ecommerce CX has become a priority for many businesses. With a highly competitive landscape of as many as 12 million ecommerce companies, delivering easy and convenient customer experiences is more than a differentiator—it is a necessity for brand success.
Zonka Feedback
JULY 20, 2022
Having issues and friction points is a normal part of any business. However, those that put the longevity or financial security of the company at risk are considered business-critical. These aren't the day-to-day bumps and challenges; these are the problems that could derail the business.
Hodusoft
JULY 21, 2022
How can insurance companies improve customer service? Call center software plays an integral role in the success of businesses in all sectors, including insurance. Modern customers today expect a fast, efficient, and seamless service. As per Capgemini’s Digital Transformation Institute , 8 in 10 customers are willing to spend more with an organization for a better customer experience.
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.
CSAT.AI
JULY 20, 2022
Let’s put these two important metrics in perspective and understand why they are both measured. Here are 5 examples each of CSAT vs NPS. CSAT Measures Each Customer Experience . Examples of this are: . How satisfied a customer is with an online purchase experience Quality of the customer’s interaction with a chatbot on a company site Whether a product or service has met the customer’s expectation Customer experience with an ad or interactive promotion Experience using a brand website or purchasi
Zendesk
JULY 19, 2022
In November 2021, U.S. workers left their jobs at the highest rate in 20 years, according to Pew Research. The main reasons? Low pay, few opportunities for advancement, and feeling disrespected at work. But various factors contribute to employee satisfaction (or a lack thereof). To create a happy workforce, senior leadership needs to talk to team members to understand their unique employee experience and identify areas of improvement.
Conversation Agent
JULY 22, 2022
“As the body assimilates what is homogeneous to it, so will a man retain what interests him; in other words, what coincides with his system of thought or suits his ends.” Schopenhauer argued the world is a representation, Vorstellung. His work followed Kant's claim that our knowledge and experience of the world is always indirect. Everything that exists, said Schopenhauer in 1818, exists as an object in relation to a subject.
ClientSuccess
JULY 20, 2022
As a CSM, you understand firsthand how critical customer feedback is to the ongoing satisfaction of your customers and the success of your business. On paper, an account can be ticking all the boxes – engaged during meetings, high product usage rates, etc. – but until you know for sure exactly what a customer is thinking, how they are feeling, and what ideas they can bring to the table, you can never be truly comfortable.
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
Lumoa
JULY 21, 2022
The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .
Zendesk
JULY 19, 2022
A practical guide for IT leaders on delivering exceptional customer and employee experiences. IT leaders at mature organizations invest in both customers and employees while keeping operational costs low, often with limited resources. This is the key to unlocking business growth and getting a fast return on investment. Forrester’s Successful Digital Transformations Focus On Three Core Elements provides a practical guide for IT leaders to learn from mature CX organizations on issues of culture, b
MyCustomer Experience
JULY 19, 2022
HWhat is a customer experience strategy? It’s where you lay out how you’re going to make every single customer experience with your. 19th Jul 2022. By Sharon Hyman.
Shep Hyken
JULY 22, 2022
This week we feature an article by Andrian Valeanu, Founder & Editor-in-chief of Design Modo , a company that helps brands create websites and email newsletters so they can focus on running their business. He shares how a website’s status page can help keep customers informed and improve their overall experience with a brand. Did you know that the average manufacturer experiences more than 15 hours of downtime per week, whereas small websites and services are out of the game from five
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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.
Lumoa
JULY 17, 2022
Lumoa Product News for July 2022 We now offer feedback translation to German! By default, when a feedback gets summited to Lumoa, we translate it into English, then look at it’s sentiment, etc. Now, we can have ANY feedback be translated to German and the analysis done on the German version of the comment. This is really beneficial for German focused customers!
Zendesk
JULY 19, 2022
In November 2021, U.S. workers left their jobs at the highest rate in 20 years, according to Pew Research. The main reasons? Low pay, few opportunities for advancement, and feeling disrespected at work. But various factors contribute to employee satisfaction (or a lack thereof). To create a happy workforce, senior leadership needs to talk to team members to understand their unique employee experience and identify areas of improvement.
SurveySensum
JULY 21, 2022
Step by Step guide to calculating Net Promoter Score. Calculating Net Promoter Score: A Quick Overview. Free NPS Calculator. Assess the NPS score after Calculation: Methods. What is a bad NPS Score? How to determine a good net promoter score? Benchmark your NPS Score. Frequently Asked Questions (FAQ) about NPS and its calculation. Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty.
Shep Hyken
JULY 18, 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. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman. (Retail TouchPoints) If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) i
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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