Intercom, Inc.
MAY 19, 2021
It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? As Intercom’s product matured, our product teams needed to expand the depth and breadth of their technology expertise in order to support the features we were building for our customers.
Inside Customer Service
MAY 20, 2021
I've spent a lot of time at the post office lately and it's fascinating. My latest book came out in March, which means I've sent a lot of books to people I interviewed or who endorsed the book. The books require a special type of discounted postage called media mail, so I have to go to the counter to buy it from a postal clerk. There are three clerks who regularly work in my local post office.
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Callminer
MAY 19, 2021
Conversation analytics offers the potential for organizations to better understand their customers. Read more about how to get the most out of this powerful technology and why it matters.
Taylor Reach Group
MAY 19, 2021
By Turaj Seyrafiaan. There is a classic quote by John D. Rockefeller that says, “ Don’t be afraid to give up the good to go for the great! ”. But is that a good advice? As a consultant I have learned to say it depends!! It very much depends on the situation and what we are trying to achieve. There are times that we should aim for excellence. As an example, we all know how important customer service and customer experience is and for those situations I would say yes, just being ‘Good’ is not good
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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.
Intercom, Inc.
MAY 20, 2021
This week’s episode is almost my last for the podcast, as I’ll be finishing up today after 2 years and over 100 episodes. So, with that in mind I’d like to share a compilation of some of my favorite guests, hosts, and interviews from my time here. In this period, I’ve been fortunate enough to chat to a really wide range of interesting people from across the world of tech, SaaS, and beyond.
Fonolo
MAY 20, 2021
We’ve all heard that dreaded phrase before: “I’d like to speak to your supervisor.”. It’s easy to feel nervous after hearing that — nobody wants to deal with angry customers! An escalation request also often means that a customer feels dissatisfied with your service, which can feel discouraging. But, you don’t need to be afraid of escalations. In fact, it’s an opportunity for agents to improve their skills and for a company to learn where they can improve their operations.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Intercom, Inc.
MAY 18, 2021
It’s no secret in tech that everyone is a big fan of their own work. Self-belief isn’t optional. To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. Believing that you have something truly new to offer. Believing that customers who try it will see better results. And you need to tell everyone, all the time.
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
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.
Aquire
MAY 19, 2021
There’s something shifting in the financial services industry. The days when lifetime loyalty was a given are gone. In fact, fewer than 50 percent of millennials see themselves staying with their current financial services institution over the next few years. This shift has brought new challenges. And the only way to overcome them is by turning attention to financial customer experience — of the 50 largest global banks, three out of four now pledge themselves to some form of customer experience
Steven Van Belleghem
MAY 18, 2021
Walmart recognized a clear need for convenient, quality, affordable healthcare and the succes of its 6 existing facilities lead it to further expand its highly relevant ‘Partner in Health’ strategy. Hulu engages with customers by staying relevant in the current climate. Its internal culture lab aims to find moments that make sense for the brand to engage in.
Beyond Philosophy
MAY 15, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business
Zendesk
MAY 19, 2021
When people talk about hiring those with disabilities, the emphasis is often on what the candidates can’ t do. But 26 percent of people in the U.S. have some type of disability—from impaired vision to ADHD—and what these millions of people can contribute is profound. In fact, many speak of their disabilities as their superpowers. Still, underemployment among those who are disabled and of working age is high , especially among those without higher education.
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.
Aquire
MAY 21, 2021
Price points are high in the automotive industry. Very high. And that means buying a car can be an emotionally fraught experience for consumers. With so many options on the market, it can be hard to even know where to begin, let alone make the right choice. Now though, thanks to technological advances and the wealth of information available at our fingertips, it’s started to become much easier.
Steven Van Belleghem
MAY 17, 2021
Create a movement. Tesla is not just selling cars. It has a mission to “accelerate the world’s transition to sustainable energy”. And you can feel that mission – of making the lives of its customers more sustainable and helping save the world – through everything that it does. It’s about committing employees around something bigger than “just a job” and helping customers feel as if they are a part of a higher mission, of a movement.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
CommBox
MAY 18, 2021
The last 20 years have seen a spike in new communication technologies and devices like never before. . Instant messaging, phone systems, SMS, email, and social media have stormed our lives and our work. No wonder it has been getting overwhelming and chaotic to manage business communication and workplace collaboration. Thus, a new field has emerged to integrate different communication technologies and manage them from a single place: Unified Communications (UC).
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
MAY 16, 2021
In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. Competition is tough and loyalty is precarious. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience.
Execs In The Know
MAY 18, 2021
Our recent Customer Response Summit (CRS) — Spring 2021 event (April 26–28, 2021) played host to a variety of sessions including keynotes, case studies, and breakout groups, as well as four very powerful and timely panels, each one hosted by COPC Inc. , Stella Connect by Medallia , TELUS International , and Concentrix. CRS — Spring 2021’s general sessions can be viewed in their entirety on-demand with one quick, simple registration that’s totally free for corporate viewers.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
Qmatic
MAY 19, 2021
Managing multiple appointments has always been a complex challenge for service providers. For many years, we at Qmatic have identified and removed friction from the appointment process. In this article, I'll explain an important feature that will make it easier for you to reserve resources such as staff members, meeting rooms, and any equipment needed for the service.
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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.
The DiJulius Group
MAY 19, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy. John and Jess talk about how the best customer service companies in the world are so consistent in the experience they deliver because they are brilliant at.
Fonolo
MAY 18, 2021
Customer service is a multi-billion-dollar industry, and its success stems from knowing their customer audience. Understanding their needs, wants, and desires, and meeting those needs via call and contact center solutions propels the industry forward. It’s become increasingly important for individual contact centers to understand their customer audience for many reasons — one of which is the increased power the average customer holds to publicly call out poor customer service on social channels
Help Scout
MAY 20, 2021
Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. Lincoln Murphy sums up the value that existing customers offer to growing SaaS companies: “The majority of the revenue from your relationship with a customer happens post-sale.
Heart of the Customer
MAY 21, 2021
It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are. More importantly, when the emotional experience is rated highly, 63% will forgive you when problems arise. But if […].
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
Foresee
MAY 21, 2021
Atlantic Union Bank is a $17B full-service bank based in Richmond, Va. We welcomed Jason Huffman, Senior Vice President and Director of Customer Experience to our virtual stage at Engage21 to talk about what it takes to create a holistic customer experience (CX) program with support across the organization. Jason has been involved in the […]. The post CX Leadership: A Conversation with Jason Huffman of Atlantic Union Bank appeared first on Verint ForeSee.
Myra Golden Media
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
ClientSuccess
MAY 18, 2021
For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. .
Totango
MAY 17, 2021
Product engagement tells you how actively customers are using your product or platform. Tracking this alerts you to churn risks as well as upsell opportunities, empowering you to take appropriate action. You can measure product engagement by selecting key performance indicators. Systematically tracking these KPIs positions you to proactively manage and improve engagement.
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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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