Callminer
JUNE 27, 2021
During the CallMiner LISTEN UK 2021 Virtual Series, we had the honor of announcing the LISTEN UK 2021 Award winners. Read more about the successes of African Bank, British Gas and Hoist Finance UK.
Futurelab
JUNE 30, 2021
I’ve been know to say, “You can’t transform something you don’t understand.” You don’t want to change things that are working well or that create value for your customers. So know the current state and what to fix and what to maintain before designing the future state. Know the current state so that you can make near-term fixes and improvements while you’re re-imagining and redesigning the future state, which can take some time.
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Uniphore
JULY 1, 2021
Atlanta, GA – July 1, 2021 – Jacada, a leading provider of AI and RPA powered virtual assistants , recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience. We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.
Intercom, Inc.
JUNE 28, 2021
This year has brought many joys and challenges for the LGBTI+ community – from new online spaces, to coming out stories, to a renewed commitment to elevate Black trans and queer voices. At Intercom, we’re proud of our thriving, inclusive employee group for LGBTI+ employees and allies, aptly named InterProud. Each June, Pride is a time for learning, reflection, and celebration within Intercom.
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
Callminer
JUNE 30, 2021
Business performance improvement, powered by insights from customer conversations, makes it possible to connect the dots between insights and action. Read our blog to learn more.
Inside Customer Service
JULY 1, 2021
I recently worked with two clients in the same industry. There were a lot of similarities between the organizations. The business models were similar, they were roughly the same size, and their products were essentially the same. Both even professed to be fans of the principles outlined in The Service Culture Handbook. Yet one company was growing while the other struggled.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JUNE 30, 2021
Many designers become managers for the wrong reasons. Often, they’re incentivized by their companies to become managers to gain greater impact, influence, and compensation. If you’re a senior designer it may seem like the obvious next step. Certainly that was my own experience a couple of years ago when I decided to dip my toes into management.
Shep Hyken
JUNE 30, 2021
Not long ago I covered six ways to handle angry customers. Often an angry customer and a difficult customer are the same. But that’s not always true. Sometimes difficult customers aren’t angry. They are just tough and demanding. That said, the techniques I cover in both of these posts can work, with a little tweak or variation depending on the situation.
Customer Think
JULY 1, 2021
The sales profession is in transition. It is quickly shifting from an offline, seller-driven, push-based model toward a digital-first, data-driven and buyer-focused response. There are four unmistakable buyer-led trends that will define the future of s.
Futurelab
JUNE 30, 2021
“Hiring for culture fit” is always a hot topic. I love it. I think it’s so important that you get the right people on the bus to ensure you (a) have the culture you desire, (b) deliver the experience customers desire , and (c) see the business results you desire. Tags: Annette Franz (Gleneicki) candidate experience culture customer-centric culture hiring human resources Facebook Like.
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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.
Help Scout
JUNE 30, 2021
It’s still yesterday for you. Statistically speaking, you (like most of my Help Scout colleagues) are probably somewhere in the Northern Hemisphere. Meanwhile, I cling to the bottom of the planet in Australia, probably in your tomorrow. That separation is about more than weather and the relative deadliness of the local wildlife. Remote vs. really remote.
Myra Golden Media
JUNE 29, 2021
Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you! Head over to [link] to sign up.
Customer Think
JUNE 30, 2021
Web design is a variable that changes as fast, if not faster than we can get our latest creation published! In just the past twelve months, digital adoption has expanded five to ten times faster than was expected, thanks to the pandemic and lockdowns. This, together with the increased economic uncertainty and loss of predictability, […].
Shep Hyken
JULY 2, 2021
This week we feature an article by Devin Pickell, Growth Marketer at Nextiva. He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . While social media is a great channel for facilitating customer inquiries, there is a right and a wrong way to use the channel.
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.
Aquire
JULY 1, 2021
Conversational AI today is probably the closest technology has come to mimicking human interactions. That’s one of the reasons this tech has grown in popularity — and for customer experience in particular. In a world where businesses try to engage their customers on a personal level across digital touchpoints, virtual assistants and AI tools make effective (and cost-efficient) allies.
Myra Golden Media
JUNE 28, 2021
Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer. Disarming demanding customers takes psychology, and I break it down for your team right here. If you need more help getting angry customers to back down, send your team to my online De-escalation Academy.
Customer Think
JUNE 28, 2021
In November 2019 perhaps you caught this article: “To CDP or NOT – 3 tips – then you decide.” The main takeaway – the CDP space is a quasi-market with a mixed bag of firms coming from different lineages and different levels of capability, maturity, and focus. The conclusion: buyer beware and standby. That was […].
Shep Hyken
JUNE 29, 2021
The Customer Obsessed Organization. How to Lead with the Customer First. Shep Hyken interviews Shirley Macbeth, Chief Marketing Officer at Forrester , responsible for elevating the company’s thought leadership profile and generating demand for its portfolio of research, consulting, and events. They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations.
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.
Help Scout
JULY 1, 2021
Every industry has its nuances. Perhaps there’s specific terminology to learn or a heavier focus on one type of metric over another. Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.
Totango
JUNE 30, 2021
Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. While many customers might be able to quickly ramp up after onboarding, there will be some customers who are slow to adopt the features needed to achieve first value.
Customer Think
JULY 1, 2021
The popularity of mobile devices and the huge increase in technological capability have taken the mobile app industry to the next level. In 2017, 80% of all app revenue came from gaming apps for both the Apple iOS App Store and the Google Play Store. The mobile gaming industry accounts for $ 50 billion in […].
Shep Hyken
JUNE 28, 2021
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. America’s Best Customer Service Companies by Newsweek. (Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021.
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
Conversation Agent
JULY 2, 2021
At some point in his career, Joe Moglia went “from a company that had incredible stability to a company that was blowing up as the dotcom bubble burst.” Moglia also went from head football coach and defensive coordinator at a number of esteemed college teams to Wall Street. 17 years at Merrill Lynch, then as CEO and Chairman at TD Ameritrade. This conversation with Barry Ritholzt touches upon a couple of business pointers.
Fonolo
JUNE 29, 2021
No matter what brand or industry you represent, denying your employees the right tools to do their job properly is a sure-fire way to lower engagement. With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers.
Customer Think
JULY 1, 2021
With more people doing business online than ever before, companies are gaining clarity on what’s working and what needs attention when it comes to the digital customer experience. Let’s start with the basics – logging in. Logging in to websites is part of our daily routines including everything from our banks to our insurance providers […].
Execs In The Know
JULY 1, 2021
On June 10, 2021, Execs In The Know hosted the Enabling Work-From-Home Briefing , an exclusive, virtual event dedicated to exploring “must-haves” and best practices for achieving long-term work-from-home (WFH) success. The event, which was co-hosted by Ebrahim Hyder, Vice President, Customer Service at Michael Kors , and Chad McDaniel, president of Execs In The Know, featured a host of industry experts representing top CX providers, including Conduent , Liveops , Sykes , Concentrix , and NICE ,
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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.
CommBox
JULY 1, 2021
Commbox announces one of its most innovative features to date, a cutting-edge WhatsApp Bot-Squad, launched as part of insurance enterprise Clal’s rapidly-growing digital customer service. The wide variety of WhatsApp bots will automate all of the company’s self-service client interactions via the most-used messaging app in the world. With more than 60% of customers preferring to solve fundamental issues through a self-service website or app*, the newly announced WhatsApp Bot-Squad is a massive g
Customer Experience Matrix
JUNE 27, 2021
I thought it might be my imagination, but Google Trends confirms that “build vs buy” really is coming up more often these days that it had in recent years. This surprises me, since I had thought that debate was over. It seemed that most organizations had accepted the default position of buying when possible and building only when necessary. In the world of customer data management, I’d say the reason for the new interest in building systems is that corporate IT is more involved than before.
Customer Think
JULY 1, 2021
Home service enterprises are important for communities, but even among local businesses, competition is fierce, so a robust marketing strategy is essential for growth. Image source While it’s ultimately up to you which direction you want to take your business, here are some definitive tips for marketing to help you grow and succeed in your […].
Totango
JUNE 28, 2021
A f reemium strategy forms a foundation for SaaS marketing, but it’s often used without being understood. Here’s a closer look at the basics. We’ll define what a freemium strategy is. We’ll contrast it with the similar-sounding but distinct concept of a free trial strategy. And we’ll consider the role automation plays in deploying and optimizing freemium strategy.
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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