Intercom, Inc.
OCTOBER 22, 2018
Brand new users aren’t committed to your product when they first sign up. They’re just trying it out. A great first use experience has to prove to these new and uncertain customers that your product will actually make their lives better. It’s not surprising that onboarding flows focused on demonstrating all the features of a product become leaky buckets as new customers quickly lose interest.
Callminer
OCTOBER 21, 2018
There are a significant range of features and benefits within speech analytics software solutions that should be considered for virtually any organization.
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Beyond Philosophy
OCTOBER 25, 2018
Most companies today know that putting the customer at the heart of everything they do is vital. Doing something about it, however, tends to fall into the unknown category. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? What aspects of the experience should you focus your efforts to improve?
CX Accelerator
OCTOBER 25, 2018
What a fantastic couple of days at the Arizona Biltmore. Despite a general soreness from impromptu desert hiking in the picture above, as well as a beard full of whipped topping from the “Wild West Olympics”, it was a remarkable event. Naturally, Customer Experience and AI were on the tip of everyone’s tongue. There is no doubt that the contact center industry is poised for massive changes.
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.
OCTOBER 24, 2018
How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands. With more than 30,000 customers and 100 people on the Customer Support team, we’ve come a long way from the team of just nine when we first shared a blog post on using Intercom to support our customers.
Fonolo
OCTOBER 24, 2018
A year ago, the CPaaS (Communications Platform as a Service) space seemed settled into comfortable middle-age. Twilio had won the game in terms of “API for sending messages and making calls” Nexmo had been acquired by Vonage. Tropo by Cisco. Zang by Avaya. But, it turns out that this was just a pause before the next verse in this tune. Twilio launched an ambitious expansion “up the food chain” with a call center platform in March (which went live this week), invested heav
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
OCTOBER 22, 2018
If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. But think again. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere!
Intercom, Inc.
OCTOBER 26, 2018
Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. At some companies, customer success managers create resources for thousands of self-serve customers, while at others they work with a select few.
Fonolo
OCTOBER 23, 2018
“I just want to speak to a real person” has become a token phrase used by people during almost any type of automated customer service experience. Even so, gone are the days when talking to ‘a real person’ is the customer’s preference: Today, 70% of customers expect self-service options and most brands are taking note. Customer Self Service, or CSS, is any type of electronic or automated support that allows customers to find answers or resolve problems without having to connect with a customer se
Beyond Philosophy
OCTOBER 26, 2018
Some people spend a great deal on money on expensive products just so they can be seen using them. Other people buy very cheap items. Both of these groups could be ‘consuming conspicuously’ What does this mean and how can you use this to move your customer experience to the next level? Colin will reveal how you can benchmark your organizational performance against other companies to determine how you are doing in the new world of behavioural economics and customer experience.
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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.
UJET
OCTOBER 25, 2018
Smartphones have fundamentally changed how people interact with one another. Communication is faster, more streamlined, and accessible than ever. It's also transformed how customers expect to make purchases, find information, and interact with brands. To be competitive in today's market, your team needs to provide a mobile customer experience that matches up with these expectations.
Intercom, Inc.
OCTOBER 22, 2018
Answer Bot is a big part of our vision for the future – a world where Messengers, Bots and Apps provide radical efficiencies for your business. At its core, it is designed to save time – especially for support teams. Cleo, one of our early adopter customers, found that Answer Bot resolved one in five of all of their inbound conversations. Imagine what your team could be doing with all of that extra time… but before you get too distracted, let’s dive into how Answer Bot saves time for your suppor
Heart of the Customer
OCTOBER 25, 2018
I regularly receive emails that go something like this: I have almost completed my organization’s journey map! Can you give me some design suggestions before I share it with my company? This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]. The post It’s not Necessarily a Design Issue appeared first on Heart of the Customer.
Chip Bell
OCTOBER 23, 2018
I have seen the future and it is Comcast. No, really! Comcast is staging one of the biggest brand renaissance comebacks ever. I predict it will be right up there with Apple, GM, Marvel, and Lego. Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. Now, for the backstory. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly.
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.
Customer Bliss
OCTOBER 25, 2018
In my recent Daily Dose video, I talk about the importance of letting your purpose unite your company and share two case studies regarding companies that embody their values. In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. .
ClearAction
OCTOBER 25, 2018
Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric and competitor-centric marketing, toward putting the individual or most profitable customer at the center of marketing design and delivery.
Fonolo
OCTOBER 25, 2018
BOO! Now that I’ve got your attention (and, assuming you speak ‘ghost’), allow me to continue: It’s Halloween. Nerd alert: I am a grown adult, but Halloween is my most cherished holiday. I also happen to work in the customer service and experience space so, for the past few weeks, I’ve (of course) been ruminating on how to bring both of these aspects of my life together in perfect, haunted harmony.
ClientSuccess
OCTOBER 24, 2018
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.
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.
The DiJulius Group
OCTOBER 24, 2018
How often do you have pricing conversations? My guess is too often. Instead of talking about the dollars and cents of the service or product that you are selling, I want to shift your focus to the experience and value that you are providing to your customer or client. The goal is to stop focusing. Read Full Article. The post Here is The Truth Behind Chick-fil-A’s Remarkable Customer Experience appeared first on The DiJulius Group.
Customer Bliss
OCTOBER 23, 2018
In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
CX Journey
OCTOBER 24, 2018
Image courtesy of Pixabay Today I'm pleased to share another guest post by Lexie Lu of Design Roast. If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.
TeamSupport
OCTOBER 26, 2018
Far too often, companies are forced into a solution that doesn’t meet the needs of their business. You don’t want to use an exhaustive enterprise tax software for your individual filing, nor does a corporate audit business want to be forced into using software focused on personal finance. The needs of a consumer and business are unique and very different.
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
OCTOBER 23, 2018
For the last year or so, we’ve been refining a methodology called Support-Driven Growth. Last month, Mo wrote a wonderful post introducing Support-Driven Growth , which included this helpful definition: Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. This key shift has been occurring over the last 20 years, catalyzed by the rise of the internet and word of mouth marketing.
Confirmit
OCTOBER 23, 2018
Last Thursday, I enjoyed an opportunity to interview, fireside chat style, Terry DuVarne, First Vice President at PennyMac Loan Services. Terry’s small team of two owns the process of listening to the Voice of the Customer and making customer experience improvements in their division. Terry and her analysis ace Melissa DeSimone have made incredible strides at improving how PennyMac does business with the customer without spending a fortune or causing drastic organizational upheaval.
Help Scout
OCTOBER 22, 2018
Special thanks to Matt Dale, whose SUPCONF NYC talk inspired this post, and who was extremely generous with his knowledge while we were putting this post together. He has truly perfected the art of troubleshooting, and we appreciate his insights! “Hmm, I haven’t seen this before. I wonder what’s going on?”. When a customer writes in to your support team reporting that something isn’t working right and you haven’t seen this situation before, it’s time to start troubleshooting.
Confirmit
OCTOBER 21, 2018
In a recent survey 1 , only 14% of CX professionals strongly agreed that the Return on Investing (ROI) in CX program is well established in their firms. And let’s be honest building a compelling CX business case that drives decision makers to support CX programs fully can be a challenge, to say the least. Forrester Research Inc.’s recent report, The Top 14 Hacks for Your CX Business Case , lists and describes 14 tactics that galvanize decision makers into action and help CX professio
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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.
Confirmit
OCTOBER 21, 2018
In a recent survey 1 , only 14% of CX professionals strongly agreed that the Return on Investing (ROI) in CX program is well established in their firms. And let’s be honest building a compelling CX business case that drives decision makers to support CX programs fully can be a challenge, to say the least. Forrester Research Inc.’s recent report, The Top 14 Hacks for Your CX Business Case , lists and describes 14 tactics that galvanize decision makers into action and help CX professio
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