CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Intercom, Inc.

FEBRUARY 4, 2020

An inevitable fact of life is that no matter what team you work on, you’re guaranteed to run into problems you get stuck on. Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. In these situations, you essentially have two options: You can try to persevere with the problem until you find a solution.

Engineering 261

Engineering 261

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. When properly harnessed, call center metrics open the door to precise monitoring of growth over time. They can be used to design a powerful development plan for your team members, denote areas of daily operations in which you are losing money, and more

Net Promoter Score 251

Net Promoter Score VOC Voice of the Customer NPS 251

Beyond Philosophy

FEBRUARY 6, 2020

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.

Gaming 162

Gaming Entertainment Customer Experience 162

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

CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 182

Customer Experience Business Administration Customer Journey Map CX 182

Intercom, Inc.

FEBRUARY 6, 2020

The shift from serving just consumers to serving consumers and companies is a massive one. The story you tell to the market, the competitive moats you build, the pricing models fueling your growth – everything that got you to where you are needs to be reimagined for your new buyer. It might be the same core product, but it’s a completely different strategy. “The shift from serving just consumers to serving consumers and companies is a massive one” For Udemy, investing in a B2B arm se

B2B 243

B2B B2C Start-ups Sales 243

Beyond Philosophy

FEBRUARY 3, 2020

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.

Customer Loyalty 131

Customer Loyalty Customer Experience 131

Shaun Belding

FEBRUARY 6, 2020

The Top Ten Bad Customer Service Stories of 2019 Last week we published the Top 10 Best Customer Service Stories of 2019. This week, we flip the coin over and take a look at the ugly side – the Top 10 bad customer service stories of 2019. About our Top 10 Customer Service Stories lists […].

Customer Service 130

Customer Service 130

Intercom, Inc.

FEBRUARY 4, 2020

Today we’re delighted to launch our brand new API version 2.0 , which makes it easier for our customers to pull, analyze, and update Intercom contact and conversation data. This will more easily allow our customers to transform their data into valuable performance reports and business insights. It consists of an overhauled Conversations API, as well as brand new Contacts and Data Attributes APIs.

Construction 231

Construction Retail Technology Technology 231

Navedas

FEBRUARY 5, 2020

Welcome to CSAT.AI for customer experience and quality assurance, your new best friend. With this innovative tool QA monitoring is automated, covering all of your chat and email interactions. CSAT.AI supports your agents with real time feedback enabling them to provide excellent customer experience. The post CSAT.AI for Customer Experience and Quality Assurance, Your New Best Friend appeared first on Navedas.

Customer Experience 130

Customer Experience Innovation Artificial Intelligence AI 130

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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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Taylor Reach Group

FEBRUARY 6, 2020

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly improving the customer experience? I regularly receive surveys from our regional healthcare provider, owner of all local hospitals and many medical offices.

CX 118

CX Hospitality Hospitality Healthcare 118

The DiJulius Group

FEBRUARY 5, 2020

1. Customer Service Feature Story Do You Have Negative Cues That You Are Not Aware Of? By Jess Pischel There is always an opportunity for improvement. Identifying the negative cues in the office, store, or business location and correcting them to become more positive will enhance the environment that the employees and customers experience. A. Read Full Article.

Customer Service 111

Customer Service Customer Experience 111

Heart of the Customer

FEBRUARY 7, 2020

A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section. One issue that came up repeatedly up was why?

CX 103

CX Customer Experience 103

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris

Actionable Insights 93

Actionable Insights Touchpoint Sales Business Growth 93

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

Fonolo

FEBRUARY 6, 2020

It’s no secret that next-gen consumers like to text with friends and even family rather than phone them. At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. In fact, by 2020, around 50 million consumers will opt-in to receive business SMS.

Customer Service 91

Customer Service Contact Center Omnichannel B2C 91

Customers That Stick

FEBRUARY 7, 2020

What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well. . I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions. That can be tedious. In customer service, it’s less about the responsibilities than the situations.

Customer Service 88

Customer Service Customer Experience 88

Heart of the Customer

FEBRUARY 3, 2020

The improbable happened. I got great service from CenturyLink. Less improbable was the Kansas City Chiefs come from behind win in Super Bowl LIV. It was the third time is as many games they came from behind to win. On any given weekend during football season, any NFL team can rise up and beat all odds to get a win. That is what happened on a recent Saturday with CenturyLink.

Gaming 88

Gaming Customer Experience 88

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions.

Contact Center 87

Contact Center Social Media Artificial Intelligence AI 87

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

Customer Experience Matrix

FEBRUARY 3, 2020

The CDP Institute published its semi-annual Industry Update report today, which you download here for free. Although every word and image in the report is a jewel, there’s no question that the main story in this edition is CDP industry consolidation. Events in the past six months (stretching a bit to include early January 2020) include seven new funding rounds, three acquisitions of CDP vendors, four acquisitions by CDP vendors, and four asset sales by CDP companies.

Sales 80

Sales 80

Customers That Stick

FEBRUARY 6, 2020

In this One Win Book Review, we take a look at Little Gold Book of YES! Attitude by Jeffrey Gitomer. Check out the video below to hear Adam’s one win that you can take away from Little Gold Book of YES! Attitude to improve your organization’s customer experience and customer service. About Little Gold Book of YES! Attitude. FROM THE PUBLISHER: Every business winner has one thing in common: a YES!

Customer Service 78

Customer Service Sales Customer Experience 78

ClearAction

FEBRUARY 7, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Lynn Hunsaker. Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time.

Customer Experience 77

Customer Experience Construction Voice of the Customer Sales 77

Chip Bell

FEBRUARY 7, 2020

It was an experience I will always remember. I checked into the Oakland Waterfront Hotel in Oakland, CA. The front desk clerk had a special gleam in her eye when I presented my credit card. “We are so glad to have you,” she said, with a strong emphasis on the “so.” I must admit I was a bit suspicious as I walked from the lobby to my room. The double doors of the guest room gave me a clue there was something special on the other side.

Customer Experience 71

Customer Experience Innovation Customer Service CX 71

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

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it?

Sales 71

Sales Start-ups Customer Retention Technology 71

Customers That Stick

FEBRUARY 5, 2020

What Does Customer Service Teach You? Are there lessons from customer service that apply to other areas of life? . In the end, customer service is one of the best business disciplines for learning skills and strategies that apply to wider life because customer service is about interacting with and helping people. Customer service can teach you situational awareness, responsiveness, and a host of other useful skills.

Customer Service 78

Customer Service Customer Experience 78

Kate Nasser

FEBRUARY 2, 2020

Overcome these obstacles to lead customer service morale. From customer experience maven Kate Nasser, The People Skills Coach™, author of Leading Morale | Leadership, Employee Engagement, Teamwork. The post Lead Customer Service Morale: Overcome These Obstacles | #LeadMorale #CustServ appeared first on KateNasser.com.

Customer Service 71

Customer Service Customer Experience 71

ModSquad

FEBRUARY 4, 2020

If your company has been watching the rise of AI usage in day-to-day customer service, you might be looking to add the technology to your support suite. Customer service automation can play an important role in your growing company’s support offerings. When carefully optimized, these tools can save time and money, streamline workflow, and still meet customer expectations.

Customer Service 65

Customer Service AI Customer Satisfaction Customer Expectations 65

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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.

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TeamSupport

FEBRUARY 7, 2020

All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy, motivated, and positive has an impact on operations that is difficult to measure and describe. A great culture fuels a level of growth and productivity that all businesses want to achieve. When it comes to customer support, a corporate culture can have a wide array of impacts.

Customer Expectations 64

Customer Expectations B2B 64

Customers That Stick

FEBRUARY 4, 2020

Sometimes in keynotes or training , depending on the audience and how I’ve customized the presentation, I will deliver the following line: everything is important, everything is not equally important. Often, I’m discussing experience design and execution. What touch points matter, what action steps from a journey map should be prioritized, or — simply — what experiential elements should be invested in.

Customer Experience 78

Customer Experience Customer Service 78

Totango

FEBRUARY 6, 2020

Totango has always been focused on helping companies succeed at Customer Success so they can deliver value and exceptional experiences to their customers. In 2016, I published the book – Farm Don’t Hunt – The Definitive Guide To Customer Success and just recently, we made the leading customer success platform accessible to everyone with the launch of the Free Community Edition of Totango.

Technology 62

Technology Technology 62

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceed

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

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.

Technology