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For many in the SaaS world, operations roles are not a new concept. High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes. While some customer success departments may not have dedicated operations resources like sales and marketing departments have, more and more teams are realizing the importance of operations and investing in the solutions and resources needed for long-term success.
Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement.
Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Those who succeed in the profession do so because they possess a number of different skills or are part of a team comprised specialists in each skill.
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to […]. The post Is the contact centre going to be the next big tech frontier? first appeared on Adrian Swinscoe.
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.
Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. First published in 1997, the bestseller has influenced several generations of entrepreneurs, startup founders, and tech enthusiasts. It’s kind of a modern-day cautionary tale. As companies become more established, they naturally start allocating their resources based on the needs of their most profitable customers, on building re
High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. The occasional call spike is hardly cause for concern — however, if your call center agents are struggling to manage daily volumes , you risk a lot more than a few abandoned calls.
Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue.
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Image by www_slon_pics from Pixabay. This article was originally published on CustomerThink and is being reposted with permission from the editor. A customer contacts us with an apparent product issue. With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue.
Today’s interview is with Liza Smyth, who is the SVP of Customer Experience at Formstack. Liza joins me today to talk about how EX and CX […]. The post Treat your customers well and your employees better – Interview with Liza Smyth of Formstack first appeared on Adrian Swinscoe.
Source: Content Marketing Institute and MarketingProfs (This month's Research Round-Up reviews some of the major findings from the latest content marketing survey by the Content Marketing Institute and MarketingProfs. This research has b.
At Intercom, we take pride in what we ship – from the planning stage right through to customer feedback and iteration. When I first started designing digital products, my goal was to get the design of the solution to its final destination: the engineering team. I’d hand it off to the engineers and by the time they’d start coding, I’d have moved on to focus on the next project.
Pulse Europe 2022 is here! The event theme “Together, We’re Unstoppable” came to life at the opening keynote by Nick Mehta, CEO of Gainsight. Along with other Customer Success, Product, and Community leaders, it underscored the need to build durable growth — now, more than ever before. . With the recent economic downturn, the one question top of mind for most Pulse attendees is: How can the Pulse community make sure our businesses are resilient and set up for long-term success?
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.
As you’ve probably seen in our Day One recap of Customer Response Summit (CRS) Coronado, our Summits are one-of-a-kind, can’t-miss events that are filled with education, inspiration, and celebration! CRS Coronado gave CX Leaders and their teams a taste of what it’s like to deliver unrivaled, legendary customer experiences. Day Two was just as exciting and packed with some great highlights, which we’ve summed up for you here.
No matter what you’re selling, the customer experience (CX) is a key brand differentiator. While we used to think of “brand” as a company’s logo or tagline, today it represents so much more. Your brand is the sum of every interaction an individual has with the business; it’s not just an ideal but a living, […].
As companies scale, they need robust, reliable software that can support their growth. Since 2011, we’ve been on a mission to make internet business personal, helping our customers connect with their customers through in-context, personalized communications. As we’ve grown, and our product has matured and expanded, we’ve welcomed thousands of customers – each with their own unique needs and goals.
Customer Service Agents are the face of a company when it comes to addressing customer concerns. The interactions between a customer and agent can be a defining moment in whether the business will be successful or not. When it comes to providing a great customer experience, your Customer Service agents need to put in that extra effort that can shape your customers' perspective towards building up loyalty.
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.
As part of my job, I have the great privilege of talking to our employees and learning more about what led them to their current roles, what excites them today, and where they hope to grow—and go—in the future. In advance of Veterans Day 2022, I spoke to employees located in the U.S. who have served in the military, many of whom are active participants in our veteran employee community.
I started this year with a post about 5 Elements to incorporate into a B2B buyer-driven experience (BDX). During the year, I’ve talked about what to incorporate and how to use BDXs to build momentum toward buying. As we do the work to get closer to our buyers and evolve our buyer-driven experiences, it’s important […].
What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig. The superpower you can develop is influence and it is essential if you want to make changes in your organization.
Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic. Last year was no exception. . READ THE FULL GUIDE: Contact Center Trends 2023. (It doesn't cost a cent, we promise!).
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
If you looked back just a few years ago, the phrase “oh, I forgot my mask” wouldn’t mean much to you. “I’ve been self-isolating” would be equally unusual. And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience.
There’s an old saying, going back centuries: “You can lead a horse to water, but you can’t make it drink.” One of my very smart clients said he had a mentor who quoted that old saying, but then added, “This is why I always look for thirsty horses.” I’ve been smiling about that ever since. […].
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. If You Don’t Love Your Customers, Someone Else Will by Melissa Henley. (CMSWire) Can you power an organization with love? Whether you call it compassion, or kindness or respect, love for customers is key to setting your organization apart.
Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), we’re reminded again.
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.
Here are the improvements we have brought to Lumoa in the past month. Changes to SSO login. SSO stands for Single Sign on. It allows users for your organization to access Lumoa without you needing to invite them first. Its a generally faster and more secure method of logging in to Lumoa. Now, it just got even better. SSO users can now use normal login page to access Lumoa.
Every customer has their own unique needs. Often, delighting the customer means extending the relationship beyond the customer success team. Connecting them with the right technical subject matter expert, product leader, or C-level executive could make a major impact, particularly when customers are experiencing challenges. Or, they may just want to know that they have […].
Whenever there is a chance to learn from an iconic brand like Amazon, I jump at the chance. Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer?
Rick Bonds, a successful corporate business leader, talks about company values & beliefs, why fun needs to be intentional, and tactics you can do that link to better customer experiences. The post Creating Fun In The Workplace For Better Customer Experience appeared first on Doing CX Right.
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
I am thrilled to announce that PeopleMetrics has acquired The Melior Group ( www.meliorgroup.com ). The Melior Group provides market research services, both qualitative and quantitative, across many industries, including healthcare and insurance where PeopleMetrics already has a strong presence. Additionally, they bring new industry expertise to PeopleMetrics, including education, non-profit, tourism and government.
I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent. During the course of the demo, they show […].
What Does Customer Experience Success Mean to Your C-Suite? There’s a scenario that seems to repeat itself. The CEO or another C-suite leader gets excited about customer experience. So they decide to commit to this idea – that creating better customer experiences will lead to happier customers, leading to better results. They sometimes stop there.
Leslie O' Flahavan, the owner of E-Write and LinkedIn learning instructor, shares actionable ways to enhance written and verbal communication to improve customer service experiences and business results. The post Customer Service Communication Habits To Break appeared first on Doing CX Right.
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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