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.
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
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.
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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.
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 11, 2019
When we think of our dream career, and by extension our dream life, we rarely picture jumping into the unknown to attain it. We seldom imagine replacing the comfortable life we already have with an entirely new, unfamiliar environment. That is even more true when you have a family to think about, too. And yet, just last year, that’s exactly what I found myself doing, moving my family and embarking on a new chapter of life with Intercom in Dublin.
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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.
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.
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!
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: 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.
ProProfs
JANUARY 10, 2019
Live as if you were to die tomorrow. Learn as if you were to live forever. The trend of eLearning is growing rapidly across the world, thanks to increasing internet penetration and rising demand for distance learning. A recent report estimates the global eLearning market to grow at a CAGR of 7% over the next decade to reach around $331 billion by 2025.
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.
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
Customers That Stick
JANUARY 10, 2019
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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.
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.
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
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.
Customers That Stick
JANUARY 8, 2019
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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
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.
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.
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.
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.
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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.
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
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.
DMG Consulting
JANUARY 10, 2019
Question: We’re implementing analytics-enabled quality management to perform automated evaluation of customer interactions. Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration.
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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