Intercom, Inc.
JANUARY 9, 2020
?. While it might be obvious that there’s usually a team of people collaborating on the vision and creation of good design, this truth applies just as much to the end user – there’ll be more than one person on the receiving end. Good design doesn’t only account for a single persona. Instead, you have to consider all people, all experiences and, crucially, all privileges.
Heart of the Customer
JANUARY 7, 2020
I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks. I reached out for an interview because I wanted to share with a broader audience his thoughts on what it’s like to drive change within a […]. The post Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA) appeared first on Heart of the Customer.
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Beyond Philosophy
JANUARY 10, 2020
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it’s still giving money, but it’s only $1, and that isn’t the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you.
Lumoa
JANUARY 9, 2020
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.
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
Intercom, Inc.
JANUARY 9, 2020
We’re delighted to report that based on 784 customer reviews on G2.com, Intercom has beaten all other live chat tools to become the top ranked choice for sales, marketing, and support teams who want to interact with visitors to their websites and users of their apps. We’re thrilled (and humbled) that so many of our paying customers took the time to leave the detailed and informative reviews that ranked us #1, ahead of worthy competitors like Zendesk, Freshdesk, Drift, and so many others in
Heart of the Customer
JANUARY 9, 2020
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]. The post When CX Is a Matter of Life or Death appeared first on Heart of the Customer.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customers That Stick
JANUARY 7, 2020
Here it is! Our first official blog post of the 2020s. What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership. The Culture/Experience Connection.
TeamSupport
JANUARY 10, 2020
The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). It seems like more companies think that their B2B (business-to-business) customers want a streamlined and automated customer service experience.
UJET
JANUARY 9, 2020
Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard.
Totango
JANUARY 7, 2020
Onboarding is an opportunity to set your customer up for success. It is the first glimpse they get of your product and your team, and your first chance to demonstrate how you can help them meet their business goals. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals.
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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.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
Myra Golden Media
JANUARY 8, 2020
We took my son’s phone in for repair. After looking at the phone, the employee said. “Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”. While I wasn’t happy to learn that we’d have to pay for repair or a new phone, I did appreciate the way the employee delivered the news.
Fonolo
JANUARY 10, 2020
Ever since the retail industry has gotten a digital facelift, only a handful of brands have experienced unbeatable growth. Today, Amazon is a top-of-mind digital company that consumers are browsing all day long – and has quickly become THE retail giant. Consumer behavior in the retail industry has changed entirely within the past decade. Most customers choose to make purchases from the within the safe walls of their homes via online retailers such as Amazon.
Totango
JANUARY 9, 2020
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. Customer expansion isn’t about pushing current customers to spend more; rather, it’s about creating extra value that customers will benefit from. Customers are willing to pay for this new value, which helps you increase your company’s revenue.
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.
ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
The DiJulius Group
JANUARY 8, 2020
Make Your New Year’s Resolution To Lead The Revolution Are you ready to stop TALKING about making your company’s Customer Experience your single biggest advantage and actually make 2020 the year you do it? Study after study shows irrefutable evidence that regardless of the industry, the best customer service companies have the following advantages over.
Fonolo
JANUARY 9, 2020
Advances in communication technology are forcing rapid change in the contact center. To accommodate consumers’ growing expectations and provide 24/7 omnichannel customer support, we’re expecting to see a mass exodus, with as many as 70% of contact centers moving ‘to the cloud’ in the next 12-24 months. Will your contact center be left behind?
Totango
JANUARY 7, 2020
Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. . In the next few weeks we will hold our quarterly webinar in which we will share the plan for the quarter and the high level themes for the year.
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.
ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
UJET
JANUARY 9, 2020
Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard.
Fonolo
JANUARY 8, 2020
There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible. Competing against it are the big corporate-owned messaging platforms: Messenger and WhatsApp (both from Facebook), Apple’s Business Chat, and Google’s offering called (for now) Google My Business Chat.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
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
Confirmit
JANUARY 9, 2020
On the face of it the business case for a Voice of the Customer (VoC) program comes down to a simple equation: happier customers = increased profits. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries. For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.
Comm100
JANUARY 7, 2020
Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that by 2019 more than 50% of organizations would invest more money into their CX strategy than ever. While they were right about the trend, today’s numbers signal that even more organizations have made CX a priority.
Steven Van Belleghem
JANUARY 10, 2020
The ‘cool’ futuristic stuff. Of course, I really enjoyed the obligatory futuristic examples like Uber Elevate’s and Hyundai’s electrically powered “personal air vehicles” (PAV) that will function as flying taxis for up to four passengers on trips of up to 60 miles at speeds reaching 180 mph. And let’s not forget Samsung’s BB-8-like (a rather cute droid character, for those who aren’t a fan of Star Wars) personal assistant ‘Ballie’ which may only look like a big tennis ball but has built-in
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
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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.
ProProfs
JANUARY 9, 2020
“The best advertising is done by satisfied customers.” – Philip Kotler, marketing consultant. Seventy percent of customers’ buying experiences is influenced by how they feel they are being treated. (McKinsey). A customer is 4x more likely to buy from a competitor if the problem is service-related rather than price or product-related. (Bain & Company).
CSAT.AI
JANUARY 8, 2020
It was destined to happen. The Wild West of digital media, with its international reach, enticing freedoms and little regulation, could not last without standards of regulation. Applying such significant updates to entrenched systems is cumbersome and costly. Privacy compliance in contact centers poses unique challenges. However, protecting consumer data is an important and positive change toward building consumer trust.
Confirmit
JANUARY 8, 2020
A Voice of the Customer (VoC) program can have a measurable financial impact for organizations by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. The Confirmit ROI calculator enables Customer Experience professionals to measure the potential benefits of implementing a VoC program in their organization.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo
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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