Callminer

NOVEMBER 3, 2019

Does using your product or service require too much effort from your customers? Here's an overview of customer effort score, how it works, and measuring it.

226

226

Intercom, Inc.

NOVEMBER 6, 2019

It’s increasingly clear that the tools we use shape the work we do in all sorts of ways , so picking the right tool for your task is absolutely critical. And even more so when you’re trying to pick a tool to be used by a diverse team spread around the world. Our product design team consists of 19 designers who work across our offices in Dublin, London, and San Francisco.

Engineering 43

Engineering Start-ups Education 43

Beyond Philosophy

NOVEMBER 8, 2019

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.

Retail 112

Retail Customer Loyalty Customer Experience 112

Heart of the Customer

NOVEMBER 7, 2019

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it. You reply, “But […]. The post Ideas are Your Fuel for an Improved CX appeared first on Heart of the Customer.

CX 103

CX Customer Experience 103

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

Callminer

NOVEMBER 5, 2019

Businesses have access to more data now than ever before. These concepts and tips will help you fully understand data visualization and how to choose tools to better display your data.

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Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. You also need to evolve and adapt at a greater pace than more established peers.

Finance 162

Finance Sales Engineering B2C 162

UJET

NOVEMBER 4, 2019

The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.

Contact Center 18

Contact Center CRM Technology Technology 18

Callminer

NOVEMBER 6, 2019

Big data is getting bigger with each passing year, but making sense of trends hidden deep in the heap of 1s and 0s is more confounding than ever. As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. Here, we will cover the main ways in which data visualization can remedy such confusion along with a number of tips for choosing tools that work and maximizing their utility.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Intercom, Inc.

NOVEMBER 5, 2019

Inspired by the release of our book Intercom on Sales , we wanted to take a fresh look at three big topics – speed, automation, and growth. We wanted to know: what are sales leaders doing to bring velocity to their sales cycle? How are they using automation to bring new efficiencies to their sales orgs? Finally, where do they see the biggest opportunities to accelerate revenue and what obstacles stand in their way?

Sales 139

Sales Start-ups B2B AI 139

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. Still, dissatisfaction can creep up on any customer relationship, especially if you don’t communicate the value of your product regularly.

Net Promoter Score 84

Net Promoter Score NPS Customer Acquisition Start-ups 84

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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.

VOC

Fonolo

NOVEMBER 5, 2019

What do you do when you unveil a new smartphone or app that’s not quite ready to be released, even though you had a firm release date that 100% must meet? This challenging business situation is one Samsung recently found itself in when it botched the launch of its shiny new Samsung Galaxy Fold. The company designed the Galaxy Fold (a smartphone that uses multiple new technologies and materials to create a display that is flexible enough to fold) and was excitement around it was building up prior

Customer Service 83

Customer Service Technology Technology Customer Feedback 83

TeamSupport

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

Customer Service 83

Customer Service B2B Start-ups Customer Satisfaction 83

Intercom, Inc.

NOVEMBER 5, 2019

Our mission is to make web business personal. We want our customers to be able to have the same delightful, personal experiences talking to their customers as they do talking to their friends. Enabling all these conversations and interactions between businesses and their customers requires an extremely robust storage system that can scale as the data set expands – our storage needs, after all, have to keep pace not just with our own growth, but with the combined growth of all our customers.

Engineering 99

Engineering Start-ups Innovation 99

Customer Service Life

NOVEMBER 6, 2019

Image by rawpixel from Pixabay. This article was originally published on CustomerThink.com on August 23, 2019. Click here to read the original. I recently sat with a group of customer service leaders who declared that email support was dead for their company. They were turning off their support@ email address(es) and instead channeling their customers to phone, web form, text(SMS), chat, and other messaging channels.

Contact Center 83

Contact Center Omnichannel Machine Learning Customer Satisfaction 83

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

Beyond Philosophy

NOVEMBER 2, 2019

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line.

Customer Loyalty 76

Customer Loyalty Customer Experience 76

Totango

NOVEMBER 5, 2019

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions to increase their overall experience and drive value. In an economy where customers are loyal to personalized products and highly responsive service, visibility of customer behavior keeps you relevant.

Education 64

Education Customer Experience Sales 64

UJET

NOVEMBER 7, 2019

As one of the most widely used customer relationship management platforms (CRM), Salesforce empowers brands to manage customers with a wide selection of tools and products. The company’s yearly Dreamforce conference brings people from around the world to San Francisco’s Moscone Center for a week of sessions, workshops, keynotes, and training. Dreamforce 2018 had “more than 170,000 registered attendees” and “13.5 million online viewers” with more expected this year.

Customer Experience 12

Customer Experience CRM Customer Relationship Management Customer Relationship 12

C3Centricity

NOVEMBER 4, 2019

Marketing is an old profession. It’s been around for hundreds of years in one form or another. But w ith the advent of digital in the early 80’s, companies began taking a serious look at their marketing strategies. Many organisations realised that it was time for a major overhaul of their primarily outbound strategies. Consumers no longer appreciated being interrupted in their daily lives, if they ever did!

CRM 60

CRM Entertainment Start-ups Retail 60

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

The DiJulius Group

NOVEMBER 6, 2019

The ABC’s Of Business Have Changed For the longest time, the ABC’s of business was considered Always Be Closing, made popular by the character played by Alec Baldwin in the 1992 film Glengarry Glen Ross. Times have changed and that salesmen paradigm is no longer a successful strategy in today’s The Relationship Economy. Today to. Read Full Article.

Customer Experience 60

Customer Experience 60

Fonolo

NOVEMBER 7, 2019

People often hear the word ‘bots’ and immediately think about some dystopian science fiction flick they’ve seen where robots ultimately take over the world and usurp humanity. There is still a lot of misunderstanding and miscommunication in the marketplace about bots, and artificial intelligence generally, which explains in large part the resistance some people have in adopting bots for their lives and businesses.

Customer Service 57

Customer Service Artificial Intelligence Social Media Machine Learning 57

The PhaseWare Files

NOVEMBER 7, 2019

Are you having trouble incorporating automated tools while also providing a personalized experience? Let PhaseWare help with B2B customer support software.

B2B 52

B2B 52

Steven Van Belleghem

NOVEMBER 5, 2019

Singularity Hub. This one’s a true classic. It’s the science and technology blog and news network of the legendary Singularity University, that was founded in 2008 by Peter Diamandis and Ray Kurzweil at the NASA Research Park in California. It features the very latest and most radical trends in robotics, biotech, longevity, artificial intelligence, neuroscience, blockchain, and many more exciting subjects.

Innovation 52

Innovation Technology Technology Artificial Intelligence 52

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

DMG Consulting

NOVEMBER 6, 2019

A Channel is a Channel. Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel of choice on a timely basis. The market continues to be surprised that vendors of customer relationship management (CRM)-related platforms, like PegaSystems and Salesforce, are eith

E-commerce 48

E-commerce Contact Center Social Media CRM 48

ClientSuccess

NOVEMBER 7, 2019

Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate. Your customer churn rate shows how many customers have ceased services with your company and abandoned your brand. Of course, it’s important to understand that customers can leave for any number of reasons. .

Customer Retention 47

Customer Retention Sales 47

The PhaseWare Files

NOVEMBER 5, 2019

Using automated tools the right way will streamline and improve your customer support operation in no time. Let us help with software for B2B customer service.

Customer Service 52

Customer Service B2B 52

Qualtrics

NOVEMBER 6, 2019

As part of our XM Visionaries series, we caught up with John Goodwin, Vice President of Customer Intelligence at Mastercard to talk about how he built his team from the ground up to become an integral part of the company’s customer experience. From breaking down silos, making the business case for CX and (sometimes) even ignoring what the data was telling him, find out how Mastercard’s breakthrough customer experience came to be.

CX 33

CX Start-ups Close the Loop Touchpoint 33

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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.

AI

SugarCRM

NOVEMBER 7, 2019

In business today, everyone is looking for an edge – the next big thing. Sometimes, however, the answers are right in front of you. Take for example, sales and marketing. Does this sound familiar? Sales Manager: “Marketing is not giving us the sales enablement tools we need.” Marketing Manager: “Sales isn’t using the tools we create for them.” Here’s the reality: for a company to succeed, sales and marketing have to work together.

Sales 20

Sales CRM B2B Customer Retention 20

ClientSuccess

NOVEMBER 4, 2019

In the day-to-day business dealings of a Customer Success Manager (CSM) and customers, the main interactions are typically with end users, project leads, or decision makers. Executives from either side of the relationship are rarely involved in onboarding or implementation conversations unless there is a very good reason. That being said, sometimes executive involvement is necessary to move projects forward or overcome roadblocks throughout the customer journey. .

Start-ups 45

Start-ups Customer Relationship 45

Beyond Philosophy

NOVEMBER 8, 2019

You turn on the news, and the newscaster says, “There’s a lack of confidence in the stock market,” which we know means that the market is about to drop. However, confidence is a feeling. It’s not an actual physical thing, but, apparently, not having it can be costly for your net worth. . The question becomes, are we talking ourselves into a recession?

Manufacturing 117

Manufacturing Agriculture Start-ups Customer Experience 117

Qualtrics

NOVEMBER 8, 2019

Do you want to find out how your industry ranks for customer experience (CX)? Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performance? To help your business understand how it ranks in CX and identify steps you can take to take your offerings to the next level, Qualtrics XM Institute is excited to launch this year’s XMI Customer Ratings – Overall.

CX 4

CX Actionable Insights Customer Experience Management Customer Experience 4

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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