Adrian Swinscoe
DECEMBER 10, 2021
Privacy. Security. Justice. Equity. Accessibility. If you mentioned these words to pretty much anyone, they would probably all agree that they were important. But, ask them […]. The post The problem at the heart of personalization first appeared on Adrian Swinscoe.
Callminer
DECEMBER 8, 2021
Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how.
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Bill Quiseng
DECEMBER 6, 2021
It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?” You don’t want their answer to be, “Well, all I learned was what will get me fired.” While that information is important, consider the overall message you are giving new empl
Intercom, Inc.
DECEMBER 9, 2021
Technology makes every company a global company, and our focus on data security means Intercom customers all over the world can experience the full benefit of Intercom – no matter where they’re geographically located. . Ten years ago, we built the initial Intercom infrastructure in AWS’ us-east-1 data center in North Virginia, USA. From there, we’ve helped thousands of businesses to connect and build better, trust-based relationships with their customers.
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
Adrian Swinscoe
DECEMBER 6, 2021
Today’s podcast interview is different. Here’s how it is different: It’s Part 1 of a two-part conversation about a new project. Part 2 will be released […]. The post Introducing Punk XL – Interview with Serena, Lara, Amy, Joyce, Oisin and Tom first appeared on Adrian Swinscoe.
Callminer
DECEMBER 6, 2021
If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
DECEMBER 9, 2021
My wife and I own a vacation rental cabin called The Overlook. It's located in a rural mountain village where propane is used for heating and cooking. Our propane supplier offers a "worry free" service where they monitor the propane tank for us and fill it up once it gets too low. This service worked like clockwork for several years until we experienced trouble last December, when we didn't get our usual refill.
Uniphore
DECEMBER 7, 2021
This holiday season looks to be a record-breaking one, coming on the heels of yet another wave of pandemic disruption. According to Deloitte , retailers can expect sales to increase by 7-9% — a very merry holiday, indeed.?However, obstacles still loom. The? supply chain isn’t smoothing out. Customers may still flock to big online retailers and avoid brick-and-mortar establishments.
Shaun Belding
DECEMBER 6, 2021
There was a study released a few years ago that graphically illustrates the power of a compliment. It turns out that if someone gives you a compliment, it activates the same parts of the brain as if they had given you cash. How cool is that? Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Futurelab
DECEMBER 9, 2021
A few months ago, I wrote a post on what it looks like when a company is sales-centric. I’ve seen this culture many times over the last year or so (and prior, for sure, but examples overwhelmingly landed on my desk this year). If you haven’t read that post, it’s an important precursor to this one. Tags: Annette Franz (Gleneicki) customer experience customer-centric culture Facebook Like.
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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.
Intercom, Inc.
DECEMBER 9, 2021
?. Note: This episode contains notification sounds, ambience, and music. If you would prefer to listen to the episode with just interviews, you can hear an alternative version here. Notification sounds are all around us: Slack’s knock brush pulling you back to work, the WhatsApp ring sharing the latest in this year’s holiday dinner plans, the tumbling whimper of your AirPods when the battery’s running low or just about to die.
Uniphore
DECEMBER 6, 2021
Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Contact center leaders have a lot on their plate–from ensuring customer satisfaction and encouraging technology adoption to keeping agents happy and well-trained.
Customer Think
DECEMBER 5, 2021
Customer experience isn’t just what you create, but the perception you inspire. You might’ve optimized your ads, improved the customer support response rate, and even created an intuitive website; but if your customers don’t think so, then there’s still work to be done. So how do testimonials play into creating exceptional experiences? When it comes […].
Futurelab
DECEMBER 9, 2021
I originally published today’s post for StellaConnect. It appeared on their site on May 25, 2021. Tags: Annette Franz (Gleneicki) customer experience customer service Facebook Like. Linkedin Share Button. Tweet Widget.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Shep Hyken
DECEMBER 8, 2021
The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . The word skimpflation was introduced recently on NPR’s Planet Money podcast. I’ve already written several articles about this ugly word, and I thought it was time to introduce it here.
Uniphore
DECEMBER 6, 2021
As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%. Further, 33% of help desk staff are not happy about the support they offer, requiring management action to prevent inefficiencies and attrition.
Customer Think
DECEMBER 10, 2021
Retail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) industry – livestream shopping, social commerce, and supply chain disruptions are just a few examples that have forced a dramatic pivot towards digital transformation. Once change has started, there’s no stopping it from […].
Futurelab
DECEMBER 9, 2021
I originally wrote today’s post for WixAnswers. It appeared on their blog on June 7, 2021. Tags: Annette Franz (Gleneicki) collaboration culture customer experience customer-centric culture governance technology Facebook Like. Linkedin Share Button. Tweet Widget.
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.
Steven Van Belleghem
DECEMBER 6, 2021
Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. As I look into the future, I’d love to share two big ideas. One is something I say almost every year. The other is another way to think about how you measure customer success. The customer’s expectations continue to evolve. Customers are smarter than ever and know what a good CX looks and feels like.
Customer Service Life
DECEMBER 6, 2021
As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue. Then there are those times when the pendulum swings in the other direction and I instead spend my time reviewing analytics, planning for the future, and working with others in the organization on initiative
Customer Think
DECEMBER 5, 2021
According to the Content Marketing Institute, 87% of marketers use email marketing for content distribution. Putting the numbers in perspective, roughly nine out of every 10 marketers use email marketing to reach customers. As a digital marketer, you face stiff competition when it comes to email marketing and content distribution. To beat the competition, you […].
Zendesk
DECEMBER 6, 2021
Customer satisfaction has been dropping in the US since about 2018, according to the American Customer Satisfaction Index (ACSI). The question is why , especially when so many companies are trying hard to meet customer needs on a variety of fronts. There are some general trends that offer clues—for example, customer expectations keep rising. Customers have become much more critical of everything, whether it’s product quality, delivery, or customer service.
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
Help Scout
DECEMBER 7, 2021
Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity.
Totango
DECEMBER 6, 2021
What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. In this article, we’ll examine the top three takeaways we’ve gathered over the past year that companies should take to heart going into 2022. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.
Customer Think
DECEMBER 10, 2021
The life of a sales rep has never been easy. Whether they’re traveling around the globe, bogged down in administrative work, or fresh out of leads, the road to closing a deal can be an uphill battle. A lot of sales reps work overtime under normal circumstances, but the pandemic has exacerbated the problem: now […].
The DiJulius Group
DECEMBER 6, 2021
One of the biggest business impacts resulting from the pandemic is the work from home (WFH) quandary. Why is it a quandary, because make no mistake about it, it is here to stay. The sooner businesses and its leaders realize this, the sooner they can pivot and find long-term solutions that can reduce the negative. Read Full Article. The post How to Solve the Work from Home Quandary appeared first on The DiJulius Group.
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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.
Help Scout
DECEMBER 9, 2021
Why let your human customer service team be yelled at when you could hire a robot to take it all instead? Is AI the answer to customer service abuse, or is there another way?
Doing CX Right
DECEMBER 4, 2021
Jeannie Walters explains the importance of a customer experience mission and how to "Create Fewer Ruined Days for Customers.”. The post Everyday Ways To Live Your CX Mission appeared first on Doing CX Right.
Customer Think
DECEMBER 5, 2021
I originally wrote today’s post for StellaConnect. It appeared on their site on July 13, 2021. You’ve probably all heard – or read about – the Bain statistic from 2005 that goes like this: 80% of executives believe that they are delivering a supe.
Aquire
DECEMBER 9, 2021
If you want your customers to stick around, it’s important you understand how to reduce customer churn rate. Of course, some level of churn is inevitable — no matter how much effort you put into satisfying your customers. There are reasons customers stop doing business with you that are simply beyond your control. But, if you can identify and address those areas that you do have control over, that can go a long way to minimizing the negative impact on your business.
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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