eglobalis
FEBRUARY 20, 2021
Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.
Callminer
FEBRUARY 22, 2021
Read this blog to learn about the 25 top trends for 2021 in call center technology.
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Futurelab
FEBRUARY 22, 2021
In 2019, I wrote about this marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: Tags: Annette Franz (Gleneicki) co-creation customer experience design thinking innovation Facebook Like. Linkedin Share Button. Tweet Widget.
Intercom, Inc.
FEBRUARY 24, 2021
Today, businesses are having more conversations with customers than ever before, thanks to the rise of business messengers. And it’s certainly easier than ever for a customer to start a conversation and get support. So businesses should know more about their customers than ever before, right? They should be able to use all this extra information to offer a more personal, tailored customer experience and effective support, surely?
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Inside Customer Service
FEBRUARY 25, 2021
Ugly babies are my customer service kryptonite. No, not actual human babies. An "ugly baby" is a metaphor for an idea, project, product, or anything else that someone is really proud of, but isn't terrific. For example, a lot of people send me the customer experience vision statements their companies create. It's an honor because vision statements are my thing.
Callminer
FEBRUARY 23, 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. It’s critical that organizations proactively stay ahead of these changes and work to take on top of changing industry standards.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
FEBRUARY 25, 2021
Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. At least, that’s Annette Franz ‘ s two cents on the matter. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses.
The DiJulius Group
FEBRUARY 24, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story The Six Components of a Customer’s Experience In order to create brand loyalty and customer evangelists, you must 1) operate at a high level in six distinct areas of business and 2) constantly evaluate your company’s customer service across each category, Read Full Article.
Fonolo
FEBRUARY 24, 2021
When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business.
Futurelab
FEBRUARY 22, 2021
Back in late 2015, I wrote an article titled Work Harder or Smarter? in which I offered up some ways to help employees work more efficiently – ultimately, to work smarter. The last item on the list was automation. Fast forward five plus years, and automation is likely at the top of the list now for a lot of companies! But for many, the term “automation” brings chills, with visions of job losses and customer frustration.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Zendesk
FEBRUARY 23, 2021
It goes without saying that today’s customer service tools are not one-size-fits-all. Different communication channels— messaging apps, phone, email, and live chat –offer different benefits to the company and to the customer. When it comes to offering fast responses, live chat and the phone are the most obvious options. Both channels are synchronous, which means that customers can ask a question and receive an immediate response, and saw a surge in users last year.
Steven Van Belleghem
FEBRUARY 24, 2021
Behind the brand. Founded in 2008, Behind the Brand with Bryan Elliott is a show about innovators, entrepreneurs and the stories behind their success. Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Here’s for instance an interview with Marty Neumeier, an American author and speaker who’s specialized in the topics of brand, design, innovation, creativity and the brand gap (which is also
Dealing With Humans
FEBRUARY 20, 2021
Here’s a great “what if” for you. What if your guests and clients walked in with a video screen over their head, highlighting in some way, both good, and bad points in their life and worldly travels? What if you could see some things that made them the humans they are? Would you treat them differently? Would you treat them with either more, or in some cases, less compassion?
Fonolo
FEBRUARY 23, 2021
This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. That includes the front-end software that call center agents use to respond to serve customers and find answers.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Astute
FEBRUARY 20, 2021
Employee engagement surveys can help you discover how to boost employee satisfaction and retention. Here are some questions and tips to consider. The post Employee Engagement Survey Questions and Tips All HR Leaders Must Know appeared first on Astute.
Steven Van Belleghem
FEBRUARY 21, 2021
Through social media, the company stumbled upon a father looking for a replacement of a limited edition Tommee Tippee sippy cup for his son, Ben, who has severe autism. The sippy cup was the only one Ben would drink from and so the father created a hashtag #cupsforBen. The result was a viral tweet, amassing thousands of likes, retweets and shoutouts, which of course caught the company’s attention.
The DiJulius Group
FEBRUARY 24, 2021
The DiJulius Group’s Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray talk about the legacy of Tony Hsieh, the man who built Zappos into a customer experience powerhouse. Hsieh pioneered so many revolutionizing customer experiences used in all industries today. What you will learn: How Tony Hsieh, CEO of Zappos, took.
TeamSupport
FEBRUARY 23, 2021
That’s according to the Customer Success Association who tells us that being able to prove your worth in both directions is the most crucial aspect of determining success. Monitoring the return on investment (ROI) for the customer is therefore a vital capability, and in the other direction, driving recurring revenues for your company. The CSA advises that Value Management functionality should also include: Deep churn analysis and reporting , Tracking and reporting on up-sell and cross-sell poten
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
Zonka Feedback
FEBRUARY 22, 2021
While communicating with customers to gather feedback has always being an important aspect of any business, the way to communicate with the customers have been typically changed since last year due to the ongoing pandemic. This was the time when all the entities of society had to adapt to the evolving situations due to COVID 19.
Beyond Philosophy
FEBRUARY 20, 2021
Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. I was gobsmacked by it. I dashed down the hall to my boss at British Telecom. He read it and had a similar reaction to mine. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
Totango
FEBRUARY 24, 2021
Customer success tools can help you increase your revenue by promoting client satisfaction and retention. To get the results you want, it’s important to invest some time in selecting the right software. Here are six essential features to look when selecting customer success tools. 1. Easy Integration. Customer success tools don’t work in isolation.
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Kerry Bodine
FEBRUARY 25, 2021
If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. (And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work. CX Transformation For Hearing Care by Smart Design in the USA. Future Of Facilitation: Digital Blueprinting On A Global Scale by Xero in Australia.
ClientSuccess
FEBRUARY 24, 2021
Looking at the foundational or required skills of any CSM, ‘good listener’ is going to be on the list. Customers – especially those working with a SaaS vendor – are known to be extremely vocal about many things, good and bad alike. While good CSMs can listen to customers and get things done, great CSMs understand on a deep level what a customer is actually asking for and work with the customer to move forward.
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
Gainsight
FEBRUARY 23, 2021
Well, we made it to 2021, everyone! Before you start patting yourself on the back, take a look at your company’s customer base. You will probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you. The lack of expansion is acceptable and somewhat expected considering the circumstances of 2020.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Totango
FEBRUARY 26, 2021
This happens to you more often than you’d like to admit. Your sales team lands a new customer with great potential. You work hard at the on-boarding process and hit all of the milestones. Roll-out is on schedule. Over the year(s) of their contract term, you resolve every issue quickly. Then two months before renewal, you get the call: the customer has decided not to renew.
Customer Bliss
FEBRUARY 23, 2021
The headlines are glowing: “ Texans Needed Food and Comfort After a Brutal Storm. As Usual, They Found It at H-E-B. ” –The New York Times. “ Opinion: Why H-E-B comes through in a crisis when Texas government doesn’t. ” –The Houston Chronicle. “ Texans are raving about H-E-B as the beloved grocery chain provides food and comfort amid a nightmarish storm. ” –Business Insider.
Comm100
FEBRUARY 22, 2021
92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder. With technology and data so key to our lives, it’s almost impossible to keep tabs on who has our data and what it’s being used for. For any business to thrive, they need their customers to trust them, and to do this, they need to prove that they take personal privacy seriously.
UJET
FEBRUARY 26, 2021
In the most recent G2 2021 Contact Center Operations Software Report , UJET has once again been named a Leader in contact center operations. Based on actual product user reviews, G2 reports that UJET consistently receives the highest satisfaction ratings in the industry, beating out major players such as Talkdesk, Genesys, NICE inContact, and Five9. . *99% rate UJET with 4-or-5 stars (out of 5). *97% satisfaction rate for Ease of Use. *97% satisfaction rate for Ease of Setup. *97% satisfaction r
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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