Callminer
APRIL 11, 2018
Some don’t make it easy to move their info to another provider. To avoid becoming a victim of data hostage by your speech analytics vendor, ask these questions before choosing one.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what matters
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Intercom, Inc.
APRIL 13, 2018
Great SaaS sales reps can change your entire business. The best ones are efficient, motivated, effective, and creative in how they operate on a day-to-day basis. They have a knack for identifying quality prospects, making strong impressions quickly, and closing deals that seem out of reach. So what is it about these SaaS sales reps that differentiates them from the rest?
Uniphore
APRIL 11, 2018
A few weeks ago, Gartner revealed a pretty stunning prediction : by 2020, 40% of bots and virtual assistants launched in 2018 will have been abandoned. This development was actually pretty predictable. Core technologies to build intelligent assistants have matured rapidly and are widely available. It triggered a vendor "gold rush" building chatbots.
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
Beyond Philosophy
APRIL 9, 2018
Honest feedback from your customers is the best way to improve any hiccups in your Customer Experience. Social norms, however, can get right in the way of getting that honest feedback, at least in some instances. Overcoming the obstacle of social norms is a crucial activity for today’s Customer Experience professionals. We have X surefire ways to get your customers to talk.
CX Accelerator
APRIL 11, 2018
Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. Or, you look at your to-do list at the end of the day, and realize that it's not just that you didn't spend your time coaching your team or any of your other big priorities; your list for tomorrow is also filled with distractions that won't do anything to help your team accomplish what
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
APRIL 11, 2018
Whether it’s a bad date, a bland meal, or a mean comment on social media, negative experiences tend to stand out in people’s’ minds; nearly to the point of entirely clouding out any of the good. This phenomena is especially exacerbated when it comes to a negative experience with customer service. The truth is that a negative customer service experience can spread like wildfire through social media, causing some serious damage to consumer trust and brand perception.
Beyond Philosophy
APRIL 13, 2018
A lot of business professionals talk about customer loyalty. However, if I’m totally honest, they often don’t know what they are talking about. Or they do know what they are talking about, but what they are talking about is not customer loyalty! Many of the organizations I have worked with say that customer loyalty means, “the customer buys everything from us.
Taylor Reach Group
APRIL 9, 2018
By: Colin Taylor. It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course, if you are always fighting fires it is difficult to find the time and/or resources to research what is causing the fires in the first place. As with any fire, there is always a cause; a discarded cigarette, an ignition source, lightning etc.
Intercom, Inc.
APRIL 12, 2018
As the CEO of Dribbble, a global community and invite-only platform for designers to share and find work, Zack Onisko faces a unique challenge: how do you grow a gated product? Zack began his career as a product designer before moving into product management and then growth roles. Most notably he led growth strategy at Creative Market (a global marketplace for design content that was acquired by Autodesk) and Hired.com.
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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 Service Life
APRIL 13, 2018
This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently. For the purpose of this article, when I say “chat” I’m referring to all live messaging channels including Facebook Messenger and SMS.
Customer Bliss
APRIL 11, 2018
After studying hundreds of forward-thinking organizations and leaders, I’ve observed six actions that build companies that show up as “make-mom-proud” companies: meaning that they grow, by taking actions in their business congruent to those valuable life lessons we all learned as kids. These actions are explored in my upcoming book, Would You Do That To Your Mother?
PeopleMetrics
APRIL 9, 2018
Do you know any CX professionals who started out in market research? Chances are you probably know someone; and if you don't, look no further! Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001.
Intercom, Inc.
APRIL 11, 2018
Like many great inventions, messaging wasn’t born out of necessity. One of the earliest sightings of real-time computer messaging was through a time-sharing operating system built at MIT, the Compatible Time-Sharing System (CTSS), which ran on an IBM 7090: CTSS was a primitive form of email that allowed up to 30 users to send messages asynchronously.
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.
Customer Service Life
APRIL 11, 2018
In episode 54 we first share our favorite international dining experiences. We then discuss the all important topic of contact center scheduling and ways to balance the needs of the company with the needs of our agents. Here are the questions for the episode: Icebreaker Question: What’s the best meal you’ve ever eaten in another country?
Heart of the Customer
APRIL 10, 2018
We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization.
Customer Bliss
APRIL 9, 2018
When it comes to initiating change within an organization, you must first ask, “Are we united in how we make decisions that impact customers?” One of the first activities I often take to unite leaders during my coaching sessions is to use a customer journey framework to build an operational “code of conduct.” It gives the organization clarity about how to make decisions, and it’s a powerful first step in embedding the customer journey to inform and enable decision-m
Fonolo
APRIL 12, 2018
Even if you’ve only read one really great book in your life, you probably understand the satisfaction one gets after turning that last and final page. It feels good to know you didn’t waste hours in front of the television; instead you gave yourself the opportunity to explore your imagination. If you’re an avid reader, I’m sure there’s been times where this sense of accomplishment isn’t quite reached.
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.
CX Journey
APRIL 11, 2018
Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? I had another blog post in the hopper for this week, but when this article came across my desk, followed by a phone conversation with Bob Chapman, I knew I needed to write something different, something that is top of mind for me now - and often - as I work with my clients.
Comm100
APRIL 12, 2018
While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the 21st century, many companies are facing hordes of competition in almost every market. This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
Fonolo
APRIL 10, 2018
Apple’s new Business Chat could have a huge impact on customer service by changing the balance of forces between consumers and companies. We all know what good customer service should look like, and the people on the “inside” know it just as well as you do. Those folks – from the CIO down to the floor-level call center manager – are consumers too, after all; but the pressure of short-term goals leads them astray.
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
ClientSuccess
APRIL 11, 2018
For those just joining our blog series CSM from the Trenches, welcome. This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.
iQor
APRIL 9, 2018
Hint: break some rules to create leaders that inspire leaders.
Confirmit
APRIL 12, 2018
Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.
SugarCRM
APRIL 13, 2018
While sales and customer service teams live inside the CRM on a daily basis, it’s the IT department that is responsible for executing a successful deployment plan, and for the vital function of integrating the CRM with other tools like email and your ERP. In short, your core CRM selection team should work closely with IT to ensure the CRM can be (and is) set up correctly.
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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.
1 to 1
APRIL 9, 2018
Facebook is in trouble. Again. As the company struggles to make amends in the Cambridge Analytica scandal, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt. Business as usual?Build a better mousetrap. Make the product stickier. Capture users. These are all terms that business leaders are familiar with and strive to achieve within their companies.
Totango
APRIL 9, 2018
Today, Totango released its Spark Platform to provide customers with proven results quickly. Spark, the next generation customer success platform, guides enterprises through the successful completion of each stage of the customer journey with relevant information, analytics and best practices to help them achieve their business goals faster. Catch Guy’s announcement of Spark at Customer Success Summit on March 5: Spark provides modular units of value, called SuccessBLOCs , which you can use out-
Confirmit
APRIL 12, 2018
Confirmit provides a holistic VoE solution that covers all aspects of the employee experience and provides a continuous flow of insight to inform your people decisions. Our one-platform solution incorporates touchpoint surveys aligned to the employee lifecycle, pulse surveys for monitoring key moments at work, and annual census programs focused on engagement, leadership or culture.
SugarCRM
APRIL 9, 2018
Bjarke Ingels Group , known as BIG, is a trend-setting architectural firm with offices in the United States and Europe. As you might imagine, the firm’s employees consist of highly visual people. They are designers by nature, visual learners and communicators, and naturally drawn to the visually stunning. Those traits are a perfect match with SugarCRM, we are committed to delivering the most intuitive and beautiful CRM application in the marketplace.
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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