CX Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
Callminer
JANUARY 6, 2019
3 questions from our recent webinar with Praxidia on how speech analytics can improve customer engagement as well as reduce operating costs, improve agent performance.
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Intercom, Inc.
JANUARY 8, 2019
Picture this: You’re a designer with a handful of years experience under your belt. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. You look to the future and ask yourself, where do I want to be this time next year? What about in five years?
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.
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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.
Beyond Philosophy
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
Customer Bliss
JANUARY 11, 2019
Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
Fonolo
JANUARY 10, 2019
Outsourcing work is appealing for many reasons: It can save your business money, resources, and under the right circumstances, a serious headache. Almost any element of a company can be outsourced, anything from data entry to graphic design. However, the decision becomes more complicated when outsourcing means that another company will be in interacting with your customers.
Beyond Philosophy
JANUARY 5, 2019
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. To do this, Ryan has developed a framework of the four key principles – a summary of the four principles of human behavior. Ryan calls this the 4R’s. 1: Reference points.
Intercom, Inc.
JANUARY 10, 2019
On the heels of our 2018 retrospective, we decided to take a look at what product themes and technology are likely to define the year ahead. I’m joined once again by Paul Adams (VP of Product) and Emmet Connolly (Director of Product Design) for a conversation that covers everything from bots and automation to the state of messaging. Short on time? Here are five quick takeaways: Bots are finally coming of age.
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.
The DiJulius Group
JANUARY 9, 2019
The results are in, and here are readers’ favorite articles of 2018 ranked by popularity. I recommend printing and reading any you missed, and sharing (link to share) this list with your team. Want to keep your mgmt team motivated about Customer service all year? Sign them up for our weekly e-service and we’ll be sure they. Read Full Article.
Heart of the Customer
JANUARY 10, 2019
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports. Unlike most, however, CCW’s special report truly gets to the heart of the matter – journey mapping is not about […]. The post Journeys are for Action, not Maps appeared first on Heart of the Customer.
Kerry Bodine
JANUARY 11, 2019
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here.
Intercom, Inc.
JANUARY 9, 2019
Live chat is the ultimate way for modern marketers to personalize their message and engage new users, and we’re publishing The Modern Guide to Live Chat for Marketing to help them do just that. “Marketing” is an ambiguous term in this day and age. For some, it’s about mass emailing press releases. To others, it’s about writing blog posts or running events.
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.
Fonolo
JANUARY 8, 2019
Avaya ENGAGE® , hosted by Avaya and the International Avaya Users Group (IAUG) , is the largest gathering of Avaya users and experts under one roof. From January 20 – 23, 2019, a whopping 3,000 customers, partners, industry analysts, and executives will congregate in Austin, Texas for the event. The four-day conference will consist of workshops and inspirational speakers (including Peyton Manning!
Gainsight
JANUARY 9, 2019
How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” And how often has that claim lined up with reality? It’s one thing to say you’re customer-centric. It’s another to put it into practice. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes.
ProProfs
JANUARY 9, 2019
The advent of Learning Management Software (LMS) has brought in a drastic change in teaching and learning trends. Teachers and instructors these days are relying more on e-learning & smart-teaching methods. They are now able to create quizzes , test homework and can see how their students score all within a single tool. In this regard, online quiz maker is a boon for teachers since it has simplified how they test their students and analyze their teaching methods.
Totango
JANUARY 10, 2019
At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. Customers will see the value in their purchase, and you’ll grow a more valuable brand.
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
Fonolo
JANUARY 9, 2019
2018 was a big year for the contact center industry. Major product launches, intriguing acquisitions, new entrants, re-emerging giants. Added to the mix were the frustrating dalliance with AI, the quasi-melding with CRM, the embrace of chatbots, and the rise of RPA. All juicy topics worth exploring. We’re going to dive into all of the above on our blog this year, along with our usual coverage of industry reports, public company earnings, fun posts about call center life, findings from our sister
Gainsight
JANUARY 7, 2019
We don’t have a handle on how each customer is using the product. We need to scale our customer onboarding. Our biggest challenge is product adoption. These challenges are nothing new to Customer Success (CS). But as SaaS becomes the global standard for delivering software, it’s urgent that companies get to the root of the problem. In the Age of the Customer, buyers will hold you accountable for outcomes, and users are increasingly expecting consumer-grade usability and product experience.
ProProfs
JANUARY 10, 2019
In today’s hyper-competitive world, there is a need to place utmost importance on an Effective Employee Training Program that would enhance worker performance and provide better bottom lines. Businesses are constantly looking for new ways to improve their employee training with new practices, software tools, etc. In essence, employee training makes for happier, better employees, which overall makes your organization more efficient.
Customer Bliss
JANUARY 10, 2019
As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Inspire uses technology to bring clean energy sources to businesses and the homes of everyday Americans. With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challe
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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.
Customers That Stick
JANUARY 10, 2019
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ClientSuccess
JANUARY 8, 2019
As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Tracking and measuring product usage is one key method customer success professionals use to determine success and risk along a customer lifecycle.
Chip Bell
JANUARY 8, 2019
Walk into the lobby of the five-star Mansion on Turtle Creek hotel in Dallas and the first thing you notice are the extraordinary flowers in the middle of the lobby. They do not look like they came from the local nursery; they look like they came from the jungle. Order a fruit plate at the Hotel Bel-Air in Los Angeles and it might contain something unexpected–passion fruit, heirloom figs, or slices of kumquat.
ProProfs
JANUARY 9, 2019
Healthcare management systems and industry standards are evolving fast, so there is always a constant need to train medical staff in different areas of their profession. Healthcare in America is a huge industry employing millions of employees. Training such a vast number of employees is a real challenge for any medical facility. In such a scenario, an advanced healthcare learning management system (LMS) can help healthcare professionals keep up with the requirement for continuous medical educati
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Customers That Stick
JANUARY 8, 2019
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Totango
JANUARY 8, 2019
When you’re selling subscription services, how do you measure customer success? Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. It’s a simple way to check out the health of your business, and see if you’re meeting your growth goals. And if you’re operating in the highly competitive subscription-based B2B industry, it’s an especially important number.
Transcosmos
JANUARY 7, 2019
Technology has been transforming the workplace landscape over the years with a piece of innovation being added to make the process better. The industrial revolution had business owners build factories with a production line to speed up the manufacturing process. The telephone became an indispensable business tool for faster communication and the computer changed the way we store and process data.
Kerry Bodine
JANUARY 10, 2019
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our most popular posts of 2018 — and I wanted to share them with you here.
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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.
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