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.

Technology 182

Technology Technology 182

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.

Technology 216

Technology Technology Engineering Start-ups 216

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.

Customer Experience 196

Customer Experience Hospitality Hospitality Manufacturing 196

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

CRM 169

CRM Start-ups Customer Expectations Customer Service 169

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

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.

Contact Center 148

Contact Center Customer Satisfaction Customer Service Technology 148

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.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

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.

Artificial Intelligence 113

Artificial Intelligence Start-ups Social Media CRM 113

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

Scorecard 107

Scorecard Real Estate Start-ups Customer Retention 107

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.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

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.

Transportation 105

Transportation Retail Customer Experience 105

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

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

Customer Experience Management 105

Customer Experience Management Customer Experience Net Promoter Score Customer Journey Map 105

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.

Customer Experience 104

Customer Experience Healthcare CX 104

Beyond Philosophy

MAY 21, 2021

I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.

Customer Experience 88

Customer Experience Start-ups Government Sales 88

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.

Construction 98

Construction Legal Innovation Technology 98

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

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.

Omnichannel 98

Omnichannel Customer Experience Retail Touchpoint 98

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.

Customer Experience 104

Customer Experience Manufacturing Engineering Sales 104

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.

CX 98

CX 98

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).

Artificial Intelligence 98

Artificial Intelligence Social Media Technology Technology 98

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Ameyo Callversations

MAY 17, 2021

If you were someone who thought it’s time to say a much-needed goodbye to the dreadful COVID19 virus then let me tell you – you were not the only one. Truth be told, many believed that we will get a handle on the situation with global vaccination drives. However, the second and in some countries the third wave of the pandemic put everything for a toss.

E-commerce 98

E-commerce Contact Center Government Omnichannel 98

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.

93

93

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.

CX 96

CX 96

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.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

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

Contact Center 84

Contact Center Education Customer Expectations Customer Service 84

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 […].

NPS 78

NPS Customer Satisfaction CX Customer Experience 78

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.

Start-ups 77

Start-ups Event Planning Social Media Customer Acquisition 77

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.

Customer Experience 71

Customer Experience 71

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

Foresee

MAY 21, 2021

We had a full slate of fantastic clients sharing experiences and best practices at our annual conference, Engage21. Luckily, we have recordings of all their presentations, and I highly recommend that you take some time to watch some or all of these sessions. These people are doing exciting, innovative work in the CX field, and […]. The post Verint’s XM Clients Inspire and Educate at Engage21 appeared first on Verint ForeSee.

Education 75

Education Innovation CX 75

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.

Sales 62

Sales Customer Retention Technology Technology 62

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. .

Customer-Centric Organization 65

Customer-Centric Organization Innovation Gaming Start-ups 65

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.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience 60

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail