CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Callminer
OCTOBER 28, 2019
At LISTEN, experience our most complete and advanced AI track to date with an AI-centric keynote and four dedicated AI sessions ranging from moderate to expert level.
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Intercom, Inc.
OCTOBER 29, 2019
At some inflection point of growth, it becomes impossible to intuitively know your customers, let alone decide which ones to focus on. As Intercom’s business grew rapidly in 2017, we found ourselves at this exact crossroads. We could no longer assume all our customers had uniform needs and could be reached the same way. Having grown to more than 300 people, communication between colleagues became complex , fracturing that crisp, shared notion of the customer we once took for granted.
Beyond Philosophy
NOVEMBER 1, 2019
Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast. We discussed how one of the ways to view patterns is through this two-system lens, meaning the Intuitive and Rational Systems we use in our thinking. .
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
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Callminer
OCTOBER 31, 2019
It’s no secret that customer churn is costing businesses huge amounts. Here's how to identify actionable insights to reduce employee and customer churn.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
OCTOBER 30, 2019
If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce. It’s not surrising: One of the brand’s differentiators is its customer service offering.
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
Callminer
OCTOBER 30, 2019
Speech analytics is a complex industry, but our women employees make it look easy. Don’t miss the opportunity to meet and network at LISTEN 2019.
Intercom, Inc.
OCTOBER 31, 2019
Many engineers who make the transition to a management role face a bit of a conundrum – if I stop doing hands-on work, my team will lose a strong engineer and instead will gain an inexperienced manager. When I became a manager three years ago, this thought kept popping into my head, especially in the first few months, and breaking out of this mindset was one of the biggest challenges in my transition from maker to manager.
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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.
Customer Experience Matrix
OCTOBER 27, 2019
October 22 was a landmark day for the CDP industry. We reported three significant announcements: Mastercard bought CDP and loyalty vendor SessionM which will power Mastercard services for its merchant clients Teradata launched its own CDP offering, Vantage CX, which will anchor Teradata’s marketing software product line Tealium partnered with marketing agency Wunderman Thompson , which will use Tealium AudienceStream to manage customer data for agency clients Each announcement following a string
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.
Heart of the Customer
OCTOBER 31, 2019
I’m returning home from a day and a half at Comcast’s headquarters, locked in a room with other marketing and CX thought leaders. (Okay, so not exactly locked in…) They brought us to Philadelphia to share the work they’re doing in customer experience and to get our feedback and advice. But mostly to show us […]. The post Good CX = Great Business Case appeared first on Heart of the Customer.
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.
Totango
OCTOBER 29, 2019
In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. This leads to greater customer success, which reduces churn and increases renewals. .
CX Accelerator
OCTOBER 26, 2019
Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe.
PeopleMetrics
OCTOBER 29, 2019
Today, I am going to focus on a very important topic – survey health. Let’s start with the obvious… if survey health is poor, nothing else you do with your VoC program will matter. The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. So what is a healthy survey?
Taylor Reach Group
NOVEMBER 1, 2019
Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention. The US-based client provides customer care and account receivables management services to some of the most respected companies nationwide, including many Fortune 500 companies.
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.
Fonolo
OCTOBER 31, 2019
Credit unions’ commitment to serving their members is reflected in their healthy growth: these financial institutions now count more than 110 million people as members and hold deposits totaling $1.1 trillion. When a growing sector builds its reputation on customer service, customers themselves can feel the strain of growth when that reputation is no longer met or exceeded.
CX Accelerator
OCTOBER 26, 2019
When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar. Once I started collecting, I had to have their rookie cards and then a card for every year after. I loved basketball and memorized all the statistics of every player in the league.
CSAT.AI
OCTOBER 30, 2019
Don’t Require a Treasure Map. No contact tab, no customer service number, and no chat icon. How are your customers going to contact you if you bury your customer service? If your customer service avenues are more hidden than the mummy’s tomb you are likely to lose repeat business. By the time customers do find you they may have more than one simple question to address, which impacts First Call Resolution (FCR).
Taylor Reach Group
OCTOBER 28, 2019
Today, CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leading stock transfer organization. The consultancy will conduct an essential health check of the firm’s customer experiences and Contact Center operations. “We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center.
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
Fonolo
OCTOBER 29, 2019
It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.” In addition, you always have to account for bias in that reporting: Vendors are going to highlight the data that makes their technology look good.
The PhaseWare Files
OCTOBER 31, 2019
Artificial intelligence can help your support team improve the customer care they provide your clients. Let us help with B2B customer support software.
Customer Bliss
OCTOBER 29, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. When customers need you, are you there?
Kate Nasser
OCTOBER 26, 2019
Want high performance from your customer service employees? Show them the true impact they have on customers! Leading morale tips fr Kate Nasser The People Skills Coach™, Author of Leading Morale. The post Do Your Customer Service Employees See Their True Impact? | #CX #CustServ appeared first on KateNasser.com.
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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.
The DiJulius Group
OCTOBER 30, 2019
*The following is an excerpt from my newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age, which hit #1 on Amazon! Customer experience and employee experience starts with your ability to communicate with both parties. How can you perfect the art of listening? Ask fascinating, probing questions, follow-up questions, and then.
Confirmit
OCTOBER 31, 2019
As Charles Darwin pointed out, it isn’t necessarily the strongest or the smartest that survive – but rather, those who are most responsive to change. Over the past 100 years Market Research has gone through many changes - from the 1920s when Market Research emerged as a formally recognized discipline through the continuous development of new methodologies, techniques, and technologies up to present day.
Customer Bliss
OCTOBER 31, 2019
As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work. It’s about getting into the nitty-gritty and involves restructuring and reexamining how things have been done before.
ClientSuccess
OCTOBER 29, 2019
Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical for long-term company growth. . While you can’t control your company’s pricing or product features which are often cited as two of the top reasons accounts churn to a competitor, you do have the ultimate control of the experience you
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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