Intercom, Inc.

SEPTEMBER 30, 2020

Ian MacLean is the Global Head of Customer Care at Aircall , the cloud-based phone system for modern business. With a mission to bring value to voice, Ian’s team of customer care specialists focus on building strong, lasting relationships with their customers, going far beyond just offering a plug-in phone system. This is the first in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

NPS 211

NPS Customer Expectations Sales Technology 211

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Customer Journey Map 178

Customer Journey Map CX Customer Experience 178

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years. Your success over the next ten years will hinge on the ease of your customer experience and the accessibility of your customer support.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer Retention 118

Customer Retention Non-Profits Customer Acquisition Customer Relationship 118

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

Customer Satisfaction

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together

Start-ups 165

Start-ups Engineering Finance Sales 165

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Customer Satisfaction 158

Customer Satisfaction Customer Experience CX 158

Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .

Customer Acquisition 107

Customer Acquisition NPS Customer Relationship Customer Experience 107

Intercom, Inc.

OCTOBER 1, 2020

On this episode of Intercom on Product myself and Paul Adams, our SVP of Product, take a look at roadmapping. We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. If you’re setting out on your roadmap journey it’s important that it reflect the point of the journey that you’re on – having everyone in a startup of 5 or 6 sharing daily tasks each morning makes sense as they work together

Start-ups 165

Start-ups Engineering Finance Sales 165

ClientSuccess

SEPTEMBER 28, 2020

Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.

NPS 105

NPS CRM Sales Start-ups 105

ProProfs

SEPTEMBER 30, 2020

Table of Contents. Introduction. 1.Sports trivia questions. 2.Technology trivia questions. 3.Science trivia questions. 4.Health trivia questions. 5.Geography trivia questions. 6.Literature trivia questions. 7.Politics trivia questions. 8.Education trivia questions. 9.Food trivia questions. 10.General trivia questions. Conclusion. Pros or amateurs, Trivia quizzes are fun for everyone, and they are perfect for many occasions. .

Sports 98

Sports Education Gaming Government 98

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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.

VOC

The DiJulius Group

SEPTEMBER 30, 2020

In this episode, John DiJulius talks with Tom Ryan, NCAA Championship head coach of the Ohio State University wrestling team. As an All-American college wrestler, Tom embraced his fair share of “chosen suffering.” It wasn’t until the sudden death of their five-year-old son, Teague, that Tom and his wife encountered “unchosen suffering” in a way. Read Full Article.

98

98

Knowmax

SEPTEMBER 28, 2020

Call Deflection brings Customer Success in the Digital age.

CX 98

CX Customer Experience 98

Myra Golden Media

SEPTEMBER 30, 2020

Grab the What to Say When a Customer Cusses at You and 4 Other Tough Situations Worksheet. Will you help me? I’m working on a De-escalation project to prepare frontline professionals like you for the COVID-19 Holiday Season. Help me make this training relevant to you by answering this question in the comments: “If you could wave a magic wand at your biggest customer challenge, and make it disappear, what would that challenge be?

Customer Experience 98

Customer Experience 98

Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create a customer-centric culture with engaged, motivated employees?

Start-ups 97

Start-ups CX Customer Experience 97

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

AI

Steven Van Belleghem

SEPTEMBER 30, 2020

During our conversation, Peter told me that he had become really intrigued by those traditional companies that always seemed to be able to reinvent themselves at the right moment: “that is where innovation plays out in the most extreme form”. That phenomenon – which Peter called phoenix companies – became the inspiration for his book The Phoenix and the Unicorn.

Innovation 96

Innovation Non-Profits Start-ups Retail 96

The DiJulius Group

SEPTEMBER 30, 2020

1. Feature Article How to be a Disney Hangover By John DiJulius, Chief Revolution Officer Who do you Compete with? If you ask employees this question, most will list five companies from their industry that sell exactly what they do. However, in most cases that isn’t your competition at all. Whether you are a. Read Full Article. The post How to be a Disney Hangover appeared first on The DiJulius Group.

Customer Experience 90

Customer Experience 90

TeamSupport

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer Relationship 89

Customer Relationship B2B CRM Compliance 89

Taylor Reach Group

SEPTEMBER 29, 2020

by JD Fairweather. The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a few – there are also myriad ways to mix and match platforms.

Contact Center 85

Contact Center Artificial Intelligence CRM Net Promoter Score 85

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.

AI

ClientSuccess

SEPTEMBER 30, 2020

What is a Customer Advisory Board (CAB)? For SaaS companies, a Customer Advisory Board (CAB) can become a group of trusted influencers as you build industry thought leadership and relationships. But given the benefits, a board of these customers can be very demanding on your time and energy – so is it worth creating and managing it? If so, how should your SaaS company start building this group of trusted advisors, and what should it look like?

Net Promoter Score 75

Net Promoter Score Start-ups Social Media NPS 75

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you

Start-ups 72

Start-ups Customer Loyalty Customer Relationship Sales 72

Myra Golden Media

SEPTEMBER 30, 2020

I’d love to hear your thoughts on something I’m working on. Is this you?: You are a contact center supervisor or manager who is looking to improve your customer experience in telephone, chat, and email interactions, but you’re having trouble with call control and escalations. If this is you, I’d love to get your answer to this question: If you could wave a magic wand and make your biggest customer support challenge disappear, what would it be?

Contact Center 71

Contact Center Customer Experience 71

TeamSupport

SEPTEMBER 30, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.

Customer Relationship 59

Customer Relationship Sentiment Analysis B2B Machine Learning 59

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

Customer Experience

Confirmit

OCTOBER 1, 2020

Before the pandemic, the research industry was already evolving from the traditional agency model where a project is designed, executed and delivered (usually in a PowerPoint deck that is reviewed and “shelved”) to a dynamic, data driven approach that recognizes the value and relevance of a variety of data sources. 2020 has proven to be a challenging year for the insights industry overall, but while the definitive impact of the pandemic economy is yet to be seen, what both forecasts

Technology 52

Technology Technology 52

Totango

SEPTEMBER 30, 2020

Today we’re announcing multiple updates to the Customer 360 SuccessBLOC, making it more powerful than ever before. With the Customer 360 SuccessBLOC, we’ve built you a complete real-time view into customer health, across your entire customer base. This bloc will surface insights into the state of your customer base, their journey and lifecycle, whether they’re using your products or not, their level of engagement, and their willingness to recommend your business, giving you the context and histo

Scorecard 62

Scorecard 62

Knowmax

SEPTEMBER 30, 2020

Customer Success Decoded: The secret to fruitful customer returns.

CX 52

CX Customer Experience 52

Transcosmos

SEPTEMBER 29, 2020

Intro. Did you know that 51% of companies have no business continuity plan to deal with a global pandemic, according to a survey conducted by Mercer in February 2020? A further study revealed that cyber incidents are the biggest threat to companies in 2020. These are some of the reasons why Transcosmos has a Business Continuity Plan in place. With the help of our existing Business Continuity Plan, the transition of our whole Manila operation to the home office base was completed only within 24 h

Business Operations 52

Business Operations Start-ups 52

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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.

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Confirmit

OCTOBER 1, 2020

How were 16 country reports developed in a single work day? Find out as global research firm KS&R reveals how it has achieved significant time savings with Dapresy’s PowerPoint production tool, StoryCreator. Scott Woodward, Research Manager at KS&R addresses how this solution has helped them improve existing processes and deliverables.

Engineering 52

Engineering 52

Totango

SEPTEMBER 30, 2020

Today we are releasing the Early Warning System SuccessBloc, which gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why.

Management Consulting 62

Management Consulting Start-ups 62

Knowmax

SEPTEMBER 30, 2020

Knowledgebase FAQs: What you need to know.

Artificial Intelligence 52

Artificial Intelligence 52

Doing CX Right

SEPTEMBER 27, 2020

I had the opportunity to join Kesiena Aaron – Efe to discuss business success stories and ways to differentiate your brand based on non-traditional proven CX methods. . During the podcast, I answer questions including: How do you get a Customer Experience job if you’ve never had one? Why is CX a booming field, and is it a fad or here to stay?

CX 52

CX Customer Experience 52

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.

Technology