Callminer

NOVEMBER 24, 2017

How can call centers remain PCI compliant and instill customer confidence that data is being protected?

Compliance 182

Compliance 182

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore?

Customer Relationship 135

Customer Relationship Start-ups Retail Customer Experience 135

Lumoa

NOVEMBER 19, 2017

For some companies collecting feedback is easy. Maybe even too easy: I’ve come across a big corporation, which collects feedback, stores it somewhere and does nothing with it. There are no resources to read it through. While server space is cheap, and this might feel like an easy way to make customers believe you listen to them, don’t do like this. You are just wasting your customers’ time and fooling yourself at the same time.

Customer Feedback 114

Customer Feedback Net Promoter Score NPS Start-ups 114

Uniphore

NOVEMBER 20, 2017

Robotic Process Automation (RPA) has been one of the most revolutionary products of enterprise technology in the last few years, stirring the winds of change in the business world by enabling increased productivity at reduced costs, and one which will likely eventually be leveraged in just about every industry. In fact, according to a recent report by McKinsey and Company , it’s predicted that automation technologies, such as Robotic Process Automation, (RPA) will have a potential economic impac

Technology 0

Technology Technology 0

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

Fonolo

NOVEMBER 23, 2017

If you’re reading this, there’s a good chance you’ve been placed on hold at least once in your lifetime. In fact, 45% of customers can’t remember having a recent positive experience, and 35% of them say it was directly related to poor response times. This is a serious problem since timeliness is the most important thing a company can do to provide good service.

Social Media 86

Social Media Contact Center Gaming Customer Service 86

Beyond Philosophy

NOVEMBER 21, 2017

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day. It plans to encourage spending by offering deep discounts and making it easier for shoppers to see how much they’ll save. Sears, Kmart, Best Buy and Amazon have all also launched aggressive price-cutting campaigns.

Retail 124

Retail Sales Gaming Customer Loyalty 124

ProProfs

NOVEMBER 21, 2017

The growth of mobile devices has successfully changed varied aspects of our lives, from how we function and communicate to the way we acquire knowledge. It would be more appropriate to say that the rise of smart devices (tablets, smartphones etc) has been responsible for revolutionizing the mobile learning space. And, there is ample evidence that proves mobile platforms are proficient to support all type of elearning experiences, offering a wide range of advantages.

Sales 76

Sales Technology Technology 76

Taylor Reach Group

NOVEMBER 22, 2017

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support Center etc.

Contact Center 71

Contact Center E-commerce Government Technology 71

Beyond Philosophy

NOVEMBER 22, 2017

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can hire desired employers, and if things don’t turn out as expected, employees can ‘fire’ their employer, sometimes quietly, sometimes noisily, departing.

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

Provide Support

NOVEMBER 21, 2017

To connect with new customers don’t try to get inside their heads. Get inside their hearts. Create an emotional connection. – Bill Quiseng. Some of the world’s most successful business leaders know that attracting customers and winning their loyalty isn’t merely about the product or service. It’s more about offering an experience that creates an emotional connection between the customer and the brand.

Customer Loyalty 68

Customer Loyalty Customer Experience Customer Satisfaction Customer Service 68

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C3Centricity

NOVEMBER 20, 2017

Last week I wrote about my 7-step CatSight Process for Insight Development. The first step is to identify the Category in which you are competing. I got so many comments about this step that I decided to dedicate a whole post to this important topic. If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post.

Start-ups 67

Start-ups Actionable Insights Innovation 67

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That’s because what gets measured gets managed. There’s a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s why customer experience metric silos mask momentum as either an understatement or an overstatement of reality.

Customer Experience 67

Customer Experience Customer Experience Management Case Management 67

Fonolo

NOVEMBER 21, 2017

Picture this: By dinner time tomorrow you’ll be sitting around the table enjoying a festive Thanksgiving meal and preparing yourself for the lethargic feeling you’ll have after consuming an unimaginable amount of food (nom-nom). You’ll sit back on your favourite spot on the sofa, put your feet up and have thoughts of gratitude. How thankful you are to be surrounded by great family, caring friends, and all the gifts of life we’re lucky to have.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

CX Journey

NOVEMBER 22, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it appeared on their blog on May 23, 2017. In this very social world, customers have a lot of options when it comes to getting support from companies about the products and services they buy: there's phone, email, FAQs, knowledge bases, forums, chat, social media, and much more.

Social Media 0

Social Media Customer Retention Start-ups Customer Satisfaction 0

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

Customer Bliss

NOVEMBER 22, 2017

I hope you’re all taking some time to enjoy being with loved ones, eating, and relaxing. But I know many of you are busy professionals and you may even be using some of your time off to catch up on industry news or your own work. So with that said, in the event that you’re looking to hear more about customer experience and learn from other great leaders in this industry while you cook, clean, or lay back – I’m sharing 3 of my most popular podcast episodes from this past y

Engineering 0

Engineering Start-ups Customer Experience Technology 0

ClientSuccess

NOVEMBER 21, 2017

5 Ways to Re-Engage When a Customer Goes Dark. We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. It can be tempting to sit there wondering what happened, or how the relationship dynamic changed so quickly.

Customer Relationship 50

Customer Relationship Start-ups Sales Customer Satisfaction 50

Fonolo

NOVEMBER 21, 2017

It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We covered that topic here and here.) But other forces were in play as well. When the news of an acquisition breaks, we focus on it for a few days — think about what was motivating the buyer and seller — and then move on.

Contact Center 129

Contact Center Gaming Technology Technology 129

Totango

NOVEMBER 22, 2017

Get ready for two days of great content, speakers, networking and fun! So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Machine Learning 48

Machine Learning Customer-Centric Organization Innovation AI 48

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

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco. May 16 & 17 in Chicago. September 12 & 13 in Boston. Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the ski

Customer Journey Map 48

Customer Journey Map Customer Experience 48

ProProfs

NOVEMBER 23, 2017

Learning does not follow the ‘one size fits all’ approach. Modern education demands and comprises individual education plans that accommodate the learning abilities of different learners while meeting the requirements of a kaleidoscope of varied learning styles. It doesn’t matter whether an instructor teaches Mathematics or English if a student learns the theory of relativity or alphabet, the one common aspect of education that all students and teachers encounter: assessment.

Education 45

Education Social Media Compliance Entertainment 45

ClientSuccess

NOVEMBER 21, 2017

For those just joining my 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.

Start-ups 42

Start-ups 42

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Unhappy with the bill – “it costs too much for this product that doesn’t do what I thought it did.”.

Start-ups 0

Start-ups Customer Service Customer Feedback Customer Survey 0

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

Kerry Bodine

NOVEMBER 22, 2017

Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The video of presentation will be posted online sometime in the next few months, but I didn’t want to wait that long to share my thoughts. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award winners, and many energizing

Technology 48

Technology Technology Manufacturing Artificial Intelligence 48

Confirmit

NOVEMBER 21, 2017

In this podcast, Confirmit’s Vice President of CX Consulting, Shelly Chandler discusses what really makes an effective Customer Experience strategy that drives change. Shelly focuses on some of the key elements of a successful CX strategy, including: Vision. Programme design. Company-wide engagement. Driving action. Delivering value. Download this podcast today to find out how you can ensure your own program drives tangible business results for your organization.

CX 40

CX Voice of the Customer Customer Experience 40

Customer Bliss

NOVEMBER 21, 2017

Overview. Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program. In this episode, I speak with Marc Riesenberg , Director of Marketing for Coding with Kids, who spoke about implementing a CX program and improving the UX while serving

Education 0

Education Customer Journey Map CX Start-ups 0

SugarCRM

NOVEMBER 20, 2017

Competition is increasing, the pace of change within business is getting faster and digital technology is disrupting traditional work practices. The pressure to keep pace with digital transformation is a concern for many firms, according to our recent SalesTech report – 63% of companies are worried about the cost and effort needed to keep systems up to date and 34% view their organizations resisting change as a major hurdle to deploying new technology.

CRM 28

CRM Gaming Technology Technology 28

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