Shaun Belding
MARCH 29, 2022
CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end. . They decided they were in, not out. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
CX Accelerator
APRIL 1, 2022
I can remember it well. I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. Hearing of his disappointment for the second day in a row, I fumbled around in my managerial bag of tricks for the right words to say along with the appropr
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Adrian Swinscoe
APRIL 1, 2022
This is a guest post from Julie Mcintosh, Chief Culture Officer at Kura, the largest independent outsourcer in the UK. Employee mental health is in the […]. The post Expert tips on looking after the mental health of your contact centre employees first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 28, 2022
How do you set your business up for consistent, continuous growth? It’s the million dollar question that businesses face every day. To answer it, we believe that there are three recurring trends that are shaping the future of business: First, businesses across all industries are facing pressure to become digital businesses. While this shift was already underway, the rate of digital transformation is now happening much faster than previously predicted due to the impact of the COVID-19 pandemic.
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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.
Bill Quiseng
APRIL 1, 2022
QUI QUOTE: Nobody raves about a company that meets customer expectations. When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, you met their expectations and they were satisfied.
Callminer
MARCH 30, 2022
Does your organization want to drive lasting sales improvements? Read this blog to learn 25 of the best examples and tips for setting sales goals.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
MARCH 31, 2022
New hire training is under pressure. Executives want to shorten it. Training costs time and money. The faster new employees can get to work, the better. New employees want it to be longer. They complain about not getting enough support. Some quickly leave. I asked people on LinkedIn how long they thought new hire training should last, adding the caveat that I knew it was a trick question.
The Belding Group
MARCH 29, 2022
How to Deal With a Cold Coworker When these coworkers walk into the room, everyone knows it. You can actually feel the temperature dropping. They are in a foul mood, and have no intention of trying to hide it. The work atmosphere gets awkward and uncomfortable as people tiptoe around them. Cold Coworkers aren’t fun […]. Shaun Belding | www.shaunbelding.com.
Intercom, Inc.
MARCH 30, 2022
We are firm believers in the power of feedback here at Intercom – we seek it out, we offer it, and most importantly, we act on it. That’s why we’re so excited to announce the launch of our latest feature which embodies all of those sentiments – say hello to Intercom Surveys! Tailored online customer experiences are no longer optional. In fact, 80% of online shoppers are more likely to make a purchase when brands offer personalized experiences.
Totango
APRIL 1, 2022
When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. However, you can’t provide valuable and consistent experiences with disconnected systems and siloed teams. You need a shared space that allows for visual collaboration across departments so everyone can stay up-to-date and on the same page.
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.
Ameyo Callversations
MARCH 31, 2022
A successful business runs on many wheels. It might have high-quality products, affordable pricing, a top-notch marketing team, and more. Yet, it still might lose customers if it cannot provide a great experience to its users. Brands have evolved when it comes to attracting customers, but so have the customers. They are aware of their preferences and needs and open to exploring other options at the slightest inconvenience.
Conversation Agent
MARCH 26, 2022
Current systems don't take into account the energy in human systems. Systems need better thinking. Twenty years ago, I coined a term to talk about the effects of this situation: “energy vampires.” Time and time again, I've observed (and proven in business) that when things go bad, it's no so much because of “bad” energy. But it's often because energy doesn't circulate at all.
Intercom, Inc.
MARCH 29, 2022
We’re fresh from our first virtual global event, New at Intercom. We were joined by more than 2,500 customers, partners, and others who wanted to learn more about our product, goals, and the path ahead. Over the course of the event, we explored our vision and beliefs for the future of customer engagement and communications, and heard from Intercom leaders like CEO Karen Peacock, Co-founder and Chief Strategy Officer Des Traynor, and Chief Product Officer Paul Adams, as well as some of our
The DiJulius Group
MARCH 29, 2022
This is truly one of the best privileges we have as leaders. I have found that when leaders help others get what they want, they end up getting what they want sooner and more often. This applies to employees, coworkers, bosses, family, friends, and neighbors. It is so easy to do. Find out what other. Read Full Article. The post Helping Your Employees Find Their Ikigai appeared first on The DiJulius Group.
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.
MyCustomer Experience
MARCH 29, 2022
4Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers. 29th Mar 2022. By Smoke CI.
Steven Van Belleghem
MARCH 28, 2022
A new phase. But I also believe that we are evolving towards a world where this ultimate, zero effort convenience has become a commodity. Customers of today believe that offering ultra-convenient services is the most normal thing in the world. It’s like a ‘basic’ need, not a differentiator. And that means that if you are not convenient enough, that you will lose customers to the competition which has invested in the matter.
Qmatic
MARCH 30, 2022
Progressive stores had already been using ecommerce to pump up sales, but when COVID hit, the retail world was shaken to its core. Customers were hesitant to shop in person but found that the experience of ordering online and getting the purchase delivered on time was often inadequate.
Conversation Agent
MARCH 28, 2022
“Intelligence is the ability to recognize patterns, recognize relationships, reason about it and make a prediction or plan an action. That’s what intelligence is. It has nothing to do with general intelligence, intelligence is just solving problems.” That's Jensen Huang's definition of the word. Huang is CEO of Nvdia Corporation, an American multinational technology company incorporated in Delaware and based in Santa Clara, California.
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
Totango
MARCH 29, 2022
Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. Having real-time data and predictive insights connected to each customer’s individual journey can go a long way to increasing a company’s understanding of how their customers are interacting with their products and organization overall.
Zendesk
MARCH 30, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Microsoft Teams for Support. Microsoft Teams for Support (Support) helps resolve tickets faster, simplify employee workflows, and boost team performance. With this integration, view, create, and update Zendesk tickets from directly within Microsoft Teams.
Hodusoft
MARCH 29, 2022
Digital India is transforming with the advancement of technology in every sphere. One of the most influential tech expos in India, the 29th Convergence India Expo 2022 provided a platform for tech giants to exhibit their innovative approach towards technology through their unique product line. The HoduSoft team was enlivened to participate in the event and meet customers personally gathering feedback on our UC products driving them towards further improvement.
Gainsight
MARCH 29, 2022
As a product leader or manager, it may feel like you’re being asked to help your company outrun the competition while the field becomes more and more crowded. You’re not alone. Across the globe, SaaS products are flooding the scene, and the market is becoming saturated with competition. For many companies, it’s up to Product teams to pump up the product and help the organization break away from the pack.
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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.
CommBox
MARCH 27, 2022
Today, only a chatbot based on artificial intelligence (AI) can provide the fastest and highest quality communication with customers. These are automated systems that allow companies to interact optimally with users. They completely changed the system of business communication and made it more convenient for both parties. More than 35% of users want chatbots to be used by as many companies as possible.
Logicalware
MARCH 28, 2022
Did you know 98% of people read an SMS within three minutes of receiving one? SMS provides a unique opportunity for businesses to communicate with customers quickly and efficiently. Not only is it widely used across the UK — research by Statista shows 96 per cent of the UK population owns a mobile phone [1] — but text messages are also difficult to ignore.
Zendesk
APRIL 1, 2022
Remember the last time you saw a live concert? You were also witnessing a team working like a well-oiled machine. The band members face the audience, delivering an experience that creates loyal fans—similar to how your customer success managers (CSMs) work with your customers one-on-one. But the band also depends on a crew to handle sound, lighting, and logistics to ensure their performance is unforgettable.
Beyond Philosophy
MARCH 31, 2022
In the late 1970s, we had a 25 percent inflation rate. It was astronomical. Lately, in some of my experiences as a consumer, I feel a sense of Deja vu. Inflation is everywhere, from the gas pump to groceries to cars and real estate. Inflation is also problematic for businesses. It is frustrating as a brand trying to control an image with customers while feeling pressure to raise prices and cut costs.
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
Fonolo
MARCH 29, 2022
What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution. There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.
Bill Quiseng
MARCH 30, 2022
We don’t offer customer service training. Training is top-down, one-way “I know everything, you know nothing” instruction. Training is the “how” of service. Training is to develop THE BUSINESS. Training is for a job. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer.
Heart of the Customer
MARCH 29, 2022
Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer […].
Beyond Philosophy
MARCH 26, 2022
The gas pump is probably where it hurts the most right now. Standing there, watching the total spin by, climbing higher than you ever have seen it before brings home the acute pain of today’s inflation rate. Never mind that housing and health care have much higher cost increases over the past decades…that gas price per gallon is hard to take. Inflation has been rising steadily across the board for the past few months.
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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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