Intercom, Inc.
AUGUST 13, 2019
Many of us in the design and technology community pride ourselves on being tool builders, creating products that others can use to get things done. But perhaps we don’t stop to consider the fundamental nature of our relationship with tools – we’re aware that they extend our abilities, but can also be blind to the way they shape how we use our abilities.
Callminer
AUGUST 12, 2019
These expert tips and best practices on leveraging customer experience analytics will help you leverage CX analytics to the fullest potential.
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Intercom
AUGUST 13, 2019
Automated customer service isn’t a new concept. We’ve all navigated our fair share of automated phone menus or interacted with support bots to get help. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.
Beyond Philosophy
AUGUST 14, 2019
I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed. Many organizations are talking about how to make their Customer Experience easy, which is the right thing to do.
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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.
Lumoa
AUGUST 12, 2019
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important.
Fonolo
AUGUST 13, 2019
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
AUGUST 15, 2019
What gets measured gets managed. This oft-quoted line from Peter Drucker is more pertinent today than ever concerning Customer Experience strategy. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, j
Totango
AUGUST 13, 2019
Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase , is what really establishes the customer relationship. What your organization does next could mean the difference between having a life-long customer or another churn statistic.
The DiJulius Group
AUGUST 14, 2019
The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These. Read Full Article.
Chip Bell
AUGUST 13, 2019
There is an old off-color joke about an uncultured, farmer’s daughter from the backwoods who lands a scholarship to a finishing school. On her first visit back home, she is asked by a group of her friends what she had learned. She proudly announced that she had learned to say, “Well, I do declare” when what she really meant to say was “bulls- -t!”.
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.
Beyond Philosophy
AUGUST 16, 2019
Relationship Types and How to Use Them. We act differently in our various relationships. We have a way we operate at work or school; we act a certain way in public and another way with our friends and family. The difference is the type of relationship we have with the other people involved. This variance in behavior is also at work in our relationships as customers.
Totango
AUGUST 15, 2019
As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it. Doing so gives you a detailed picture of how customers use your product and interact with your team, making it easier to identify opportunities to enhance the customer experience and improve your product or service. .
TeamSupport
AUGUST 16, 2019
There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.
C3Centricity
AUGUST 12, 2019
One of the most frequent questions I get asked by my clients is how they can improve their innovation. . Whether they are large or small, global or local, they all want to their new products and services to be more successful. And the answer I give them to this question every single time is simple; start with the customer! Many companies create great new products and services – from their perspective at least – but they fail miserably!
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.
Heart of the Customer
AUGUST 15, 2019
I wrote last week about the importance of video in sharing your customers’ experience (Video Interviews=CX Impact). A major limitation of working with video is the task of managing all of that content. Historically, our process for working with video involved: 1. Recording a video while interviewing (our client’s) customers. 2. Turning the video into […].
Customer Bliss
AUGUST 13, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Does this scenario sound familiar: I’ve had breakfast, lunch and a snack and the cable guy is still not here. I got a call from him about an hour ago that he’s, “On his way.” No clue what that means.
CSAT.AI
AUGUST 14, 2019
Customer service agent support is key. Agents have a tough job. Let’s be honest, the work is repetitive and dull. These are human beings tethered to a headset at a desk for hours listening to people complain. There are many demands from supervisors and executives. Agents are expected to be: Fairy godmothers, solving customer issues with empathy and a smile Gurus, knowing all company policies Salespeople, upselling whenever possible Admins, filling out all the necessary forms PR, giving great cus
Totango
AUGUST 12, 2019
We’ve released our newest iteration of IBIZA, with some very exciting updates! Read on to see how we’re focusing on productivity. Early Access Feature Controls. Admins now have the ability to control whether their users can access new Beta release features, and if enabled, individual users can toggle on/off these new experiences. This gives you the ability to consume new releases when you and your team are ready.Go ahead and open the new experience for your team.
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
ClearAction
AUGUST 16, 2019
Is Your Customer Engagement Really Customer-Centric? Lynn Hunsaker. Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Are you tracking all of these? Short-term rewards: uptick once or for one period — engagement value exceeded underlying value. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances.
DMG Consulting
AUGUST 13, 2019
Question: Can contact center infrastructure solutions integrate with home-grown servicing systems or only commercially available CRMs? Answer: Although many contact center infrastructure vendors offer pre-built, out-of-the-box integrations with leading customer relationship management (CRM) solutions like Salesforce, Zendesk, Microsoft Dynamics, etc., they generally support custom integrations for proprietary applications as well.
Customer Bliss
AUGUST 15, 2019
Have you just become a C-Suite leader for your B2B organization’s customer experience? Or maybe you’re looking to elevate and become a CX leader — if so, you’ll find this episode valuable. We’re revisiting snippets of conversations with previous guests this summer, and in this episode, we’ll hear from Yellowfin ’s CCO, Lee Roquet and former CCO of Rigor , Francis Cordon.
Qualtrics
AUGUST 15, 2019
Offering best-in-class employee experience has become critical to an organization’s success – from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen to play a part in building an incredible workplace culture. From our latest research, 77% of employees wanted to give feedback more often than once a year.
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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
AUGUST 16, 2019
Startups and enterprises with small teams may wonder why they should even consider call center software when they have mobile phones, skype, email and WhatsApp for communication. If you take a closer look you will find that contact center software can be transformational in boosting the growth of such enterprises. Drive customers into a single funnel The top priority for any startup or a small business enterprise is to not let slip a single lead.
Confirmit
AUGUST 15, 2019
For some, security is not the most thrilling of subjects, but at Confirmit, we obsess over it. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings. If you’re not familiar with this standard, in summary it validates Confirmit’s strong commitment to the security, confidentiality and availability o
ClientSuccess
AUGUST 14, 2019
Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output. When it comes to CSM compensation plans , there isn’t one “right way” to structure things. Successfully executing a well-planned CSM compensation strategy depends on who owns revenue-generating KPIs and milestones related to a customer account, su
Qualtrics
AUGUST 15, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Immanuel’s “Why Qualtrics” story. I’ve been in Sales all of my career: always listening and learning. Moving from hardware to software sales I understood that IT, as a topic, is changing from a “specialist topic” to an “everybody topic.
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
AUGUST 14, 2019
Background. Zog Energy is a domestic energy supplier started by two Queen’s award-winning entrepreneurs, with a goal of providing the best possible value in energy. So when it came time to choose a CRM to enable that goal, they chose Enable. Problem. Zog Energy needed a CRM system fully attuned to the needs of the energy industry, but didn’t want to break the bank.
Confirmit
AUGUST 10, 2019
On the face of it the business case for a Voice of the Customer (VoC) program comes down to a simple equation: happier customers = increased profits. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries.For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.
1 to 1
AUGUST 14, 2019
One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly applying artificial intelligence that’s merged with other technologies like machine learning to its human workforce. The majority of customer service executives indicated that they plan to use automation for many back-end uses in the service sector, such as for gathering basic information, automat.
Qualtrics
AUGUST 13, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Lanessa’s “Why Qualtrics” story. Why sales? And why tech sales? I feel like I’m helping others solve a problem that they’ve been dealing with in their business. There’s a lot of things that are nice to have but Qualtrics and its products actually help others out in making their lives and jobs easier.
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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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