Fonolo
SEPTEMBER 13, 2022
Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. How? Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback.
Shep Hyken
SEPTEMBER 14, 2022
More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). However, customer service trends seem to be heading in the wrong direction. Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer s
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Comm100
SEPTEMBER 15, 2022
Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience. In practical terms, this means adopting a range of digital support channels, including live chat, SMS, social media, and email. To offer this experience to customers successfully and efficiently, organizations are adopting omnichannel customer service platforms.
Totango
SEPTEMBER 13, 2022
Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. Here we’ll show you how to use customer success playbooks to support your CS strategy: We’ll define the customer success playbook and clarify
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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.
ClientSuccess
SEPTEMBER 13, 2022
Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success.
Callminer
SEPTEMBER 12, 2022
CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three days of education, networking and fun.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
CX Accelerator
SEPTEMBER 16, 2022
Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it. If we are being honest, that’s as committed as it gets for many executive and operational leaders.
ECXO
SEPTEMBER 15, 2022
The European Customer Experience Organization – Upcoming Events, Research, and Activities for You. Update Public Newsletter for future ECXO.org Members. How are you? We hope you and your family are having a great summer. The European Customer Experience Organization is an open-access CX Professional Network aiming to educate European and the rest of the world’s Corporate on CX, EX related topics, including customer understanding, perception, and real innovation plus some evolving top
Callminer
SEPTEMBER 13, 2022
CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.
Heart of the Customer
SEPTEMBER 16, 2022
A while back, I set out to discover precisely why some CX leaders were so successful while others (more accurately, most) struggled to move the needle. Back then, I had no idea my curiosity would lead to a massive two-year research undertaking involving hundreds of hours of interviews with CX professionals and hundreds more survey […]. The post The CX Event You Don’t Want to Miss appeared first on Heart of the Customer.
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.
Intercom, Inc.
SEPTEMBER 15, 2022
A slight raise of the eyebrow, folded arms, an inviting smile – face-to-face conversations are a lot more than a simple exchange of words. When people talk, the majority of what is being communicated isn’t in the words we use, but rather in non-verbal cues like body language, gestures, and tone of voice that help us clarify the intention of the speaker and give us a bit more context into the conversation.
The DiJulius Group
SEPTEMBER 13, 2022
Everyone wants to know if a recession coming. I am sorry to tell you, but we have been in a recession for over two years…a Customer Service Recession, which will have long-term consequences. Would you like the good news or the bad news first? The good news is, companies can choose to be part of. Read Full Article. The post “Shrinkflation”: Learning to Recognize And Navigate The Customer Service Recession appeared first on The DiJulius Group.
MyCustomer Experience
SEPTEMBER 13, 2022
CAnyone involved in the customer experience (CX) space has likely come across articles, research, and discussions around composable CX. This. 13th Sep 2022. By Mandy Reed Global Head of Marketing.
CSAT.AI
SEPTEMBER 14, 2022
Both customer success managers and customer service exist to make and retain money while servicing the customer. For our first post concerning customer success roles, we’ll focus on what makes these two different and how they support each other. Depending on the size of a company, these groups can be multi-tiered, have overlapping duties or be a single department trained in both.
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.
Totango
SEPTEMBER 15, 2022
Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. But the number of customer success metrics SaaS providers can track is extensive. Which numbers should you monitor?
Zonka Feedback
SEPTEMBER 13, 2022
Generation Z, popularly Gen Z or Zoomers, is the generation succeeding millennials and preceding generation alpha. Anyone born between 1997 and 2012 is considered a part of the Gen Z cohort. They are said to be the most technologically sound and social generation, having been born in an era where technology is the way of life. It would not be wrong to say that Gen Z differs from previous generations in numerous ways.
Hodusoft
SEPTEMBER 16, 2022
What is IP PBX Auto Provisioning and How Does it Work? The holiday season is around the corner and people are shopping from your website like crazy. The result is a heavy inflow of calls on order status and many such inquiries. But what’s the use of getting new agents? Your traditional PBX system cannot accommodate new agents as all existing telephone lines are being used at full capacity!
Execs In The Know
SEPTEMBER 14, 2022
Robotic Process Automation (RPA) has revolutionized the way businesses operate. This progressive technology allows virtual employees, also known as “bots,” to automate many of the routine tasks that humans regularly perform. . In fact, the beauty of RPA is that it gives employees the opportunity to easily customize these bots for recognizing patterns, gathering and extracting knowledge, reasoning, learning, and even adapting to new environments or situations. .
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
Comm100
SEPTEMBER 14, 2022
Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software. From live chat and chatbots to social media and SMS, Comm100 Omnichannel integrates every key channel into one platform so customers can connect how they want, and companies can deliver efficient, cost-effective support.
Zonka Feedback
SEPTEMBER 16, 2022
When it comes to customer communication, there can be a great many challenges and approaches to consider. These challenges can vary by the stage of the process, the role of the person working with the customer, and even the industry in which the service falls.
Hodusoft
SEPTEMBER 14, 2022
How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service. When you have distributed teams, multi-tenant PBX systems become the lifeline of your business communications.
Doing CX Right
SEPTEMBER 12, 2022
Stacy Sherman & Annette Franz, author known for "putting the customer in customer experience" explain what it takes to create and sustain a customer-centric culture that is "Built to Win.". The post Building A Winning Customer-Centric Organization The Right Way appeared first on Doing CX Right.
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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.
Fonolo
SEPTEMBER 16, 2022
On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. But at any given time, some individual staffers will be unavailable. They might be on a break or in a meeting, and some have likely called in sick or arrived late.
Zonka Feedback
SEPTEMBER 15, 2022
Increasing customer satisfaction and engagement with your brand requires a lot more than bombarding them with targeted ads and weekly mailers. There are proven techniques and tools being used by marketers every day that allow them to engage with customers. One such tool is a customer service chatbot.
Lumoa
SEPTEMBER 16, 2022
NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell.
Beyond Philosophy
SEPTEMBER 15, 2022
The Big Miss: How Organizations Overlook the Value of Emotions. We all had different ways of coping with the lockdown. Some started knitting or scrapbooking. Some of you binge-watched all of Netflix. Some of you read books. One of the things we did on the Beyond Philosophy team was look at data. What we discovered became a book, and we had the author on as a guest in a recent podcast.
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
Shep Hyken
SEPTEMBER 12, 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. 3 Marketing Lessons From Zappos’ Social Media Team by Aaron Templer. (Inc. Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do.
Zonka Feedback
SEPTEMBER 12, 2022
Focus on what’s working and then move towards expanding the reach. Sounds pretty simple, right? Well, you should ask these questions to those companies that learned it the hard way.
Zendesk
SEPTEMBER 16, 2022
Humans and technology. Hollywood has long explored the relationship between the two, from synthetic intelligence in sci-fi movies like Ex Machina to androids living in alternate realities in HBO’s Westworld. In those films and television shows, technology is often depicted as being wildly disruptive, even malevolent. While Hollywood gives us exaggerated stories for entertainment, it does offer a lens into how technology and methodologies can upend how we live.
Beyond Philosophy
SEPTEMBER 10, 2022
What did you do during the lockdown? Did you take up a hobby or a new exercise program? Did you watch hours of news coverage hoping for some good news? Were you in the kitchen working with your sourdough starter? Or were you on the couch watching the entirety of Netflix? All were excellent pursuits, by the way, especially the bread making. However, one of my team was spending the lock down a different way: taking a deeper dive on the data we have collected on our Emotional Signature ® research.
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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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