CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “.
Intercom, Inc.
OCTOBER 9, 2019
The range of work we do as product managers is so broad that we inevitably end up finding inspiration from all sorts of sources, whether it’s books on business strategy or essays on design. However, the book that has given me the most insight into the nature of my work is somewhat unlikely – psychologist Daniel Kahneman ’s non-fiction bestseller Thinking, Fast and Slow. “Our brain has two very distinct modes of thought: System 1 (fast, automatic, and impulsive) and System 2 (slow, consciou
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Callminer
OCTOBER 7, 2019
To get maximum value from your data, leveraging the right data analytics tools is a must.
Beyond Philosophy
OCTOBER 11, 2019
I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales.
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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.
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. adapting the philosopher Vanilla Ice’s famous words, “.
Intercom, Inc.
OCTOBER 8, 2019
As a content designer, I often struggle to explain my role. The job is notoriously difficult to define, it looks different at every organization, and it has a ton of overlap with other roles. Content design is practiced by people with a dizzying array of job titles: product designers, UX designers, content strategists, interaction designers, information architects, technical writers, engineers, product managers, etc.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 11, 2019
A practical guide to Customer decision making. When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow , he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about things. When we applied these concepts to decision-making in Customer Experience for our book, The Intuitive Customer, we renamed them.
CX Accelerator
OCTOBER 7, 2019
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by. adapting the philosopher Vanilla Ice’s famous words, “.
Customer Bliss
OCTOBER 10, 2019
Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs.
The DiJulius Group
OCTOBER 9, 2019
*The following is content taken from John’s newest book The Relationship Economy, Building Stronger Customer Connections In The Digital Age AVAILABLE October 8, 2019. There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming. Read Full Article.
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.
Fonolo
OCTOBER 8, 2019
Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” As we head into 2020, no one would bat an eyelid at this statement. Big data is now used to address an increasing variety of business problems, from product launches to fraud and compliance. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds.
DMG Consulting
OCTOBER 8, 2019
Question: I’ve heard of speech analytics to analyze phone calls; what’s used for the new digital channels? Answer: Interaction analytics (IA), which combines speech and text analytics capabilities, enables enterprises to gain insights from both voice and digital channels. IA solutions convert unstructured recorded and/or live-stream audio and digital customer conversations into transcripts.
Gainsight
OCTOBER 7, 2019
Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. The myth of the unique business model. Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies.
Kate Nasser
OCTOBER 5, 2019
We ask customers to do something hard -- trust us. So remember customers need to trust we will do the following. By Kate Nasser, The People Skills Coach™ | Customer Service | Customer Experience | Leadership | Teamwork. The post Customers Need to Trust We Will … | #CustServ National Customer Service Week appeared first on KateNasser.com.
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
OCTOBER 10, 2019
If you were to check your company’s social media mentions right now, there is a very good chance you would find customers trying to get your attention. According to J.D. Power , 67% of online users are leveraging social media to get in touch with companies for support. There is no question that ignoring them is a major customer service faux-pas. If your team is going to engage with customers on social media, there are a few best practices to keep in mind before you get started. .
Customer Bliss
OCTOBER 9, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Anybody else get a sense of foreboding as the car salesman ushers you into that door, marked “Finance and insurance?” You’re relieved you got the price you wanted on the car.
TeamSupport
OCTOBER 11, 2019
You’ve given them countless product demos. Made executive trips to their headquarters. Answered their questions on Saturday mornings. Invited their European team out to dinner. Your team put in the work and finally won the deal. Congratulations! Now, is it really on to the next one? For sales yes, but for your entire company it definitely shouldn’t be.
Gainsight
OCTOBER 7, 2019
Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies. Check out this State of Customer Success report based on LinkedIn data —you’ll see it’s a good time to be in customer success. As a company, Gainsight’s success has been firmly pegged to the success of the customer success movement.
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
Chip Bell
OCTOBER 8, 2019
Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor service or indifferent service. All my life I thought that fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp.
Totango
OCTOBER 10, 2019
Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is designed to serve. When you listen to what your customers tell you and incorporate their feedback, you encourage loyalty in your existing customers and create a customer experience that will attract others to your product.
Heart of the Customer
OCTOBER 10, 2019
I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?” That’s […]. The post Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives appeared first on Heart of the Customer.
Gainsight
OCTOBER 9, 2019
I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home of Gujarat, India, I would be the annoying uncle always trying to set people up in relationships. But my modern, software company version of that urge manifests in helping link career seekers to their next opportunities.
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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.
CSAT.AI
OCTOBER 11, 2019
Happy Customer Service Week! One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused. Sometimes agents feel powerless, and can’t tell a customer they’ve crossed the line. Agents are afraid that if the abuse is not accepted with a smile they’ll lose their job. So they swallow the pain to get through the day, to get that paycheck.
Totango
OCTOBER 8, 2019
Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. It is a process of analyzing the past and monitoring the present in order to predict the future and foster customer lifetime value. .
Steven Van Belleghem
OCTOBER 7, 2019
Outcome over ownership. Though many people seem to think that it will merely keep evolving on the peripheries, Tien is a firm believer that the subscription economy will become the actual core of the business world. “This may seem like a big leap”, he explained. “But don’t forget that SaaS and the cloud first strategy, which introduced these types of paradigm shifting subscription models, sounded foreign at first too.
ClientSuccess
OCTOBER 8, 2019
As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data. And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions.
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
CSAT.AI
OCTOBER 9, 2019
Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service succes ses. This week we are celebrating the power of employee engagement with The Ritz-Carlton. Employee Engagement. Experts and reports agree, treating employees well is linked to business success. As Micah Solomon states in his Forbes article : “ you’re simply not going to succeed–or be able to sustain success–in customer service, unless you also serve the people who serve the cus
Totango
OCTOBER 7, 2019
We are excited to release more content on our journey to IBIZA. We’re almost there, hold tight! . Create Accounts via Rapid Insights Forms. We are happy to share that Rapid Insights forms now not only enable you to streamline data input into Totango from members of your team, but also allow your team members to create a new customer account directly (within their set permissions). .
DMG Consulting
OCTOBER 11, 2019
Making RPA Positive for Employees. Robotic process automation (RPA) is a logical approach for companies to take in order to improve productivity and quality. The three primary categories of RPA solutions are: Attended – the ability to “sit side-by-side” with an agent or employee at their desktop application and assist them with their tasks, such as looking up a knowledge article based on the screens an employee visited or by completing a form by populating data from internal or external data so
Qualtrics
OCTOBER 9, 2019
Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re doing it. Want more CX Retail Knowledge and Insight? Watch Danielle’s Webinar Now. WATCH NOW. “There is no rule book with retail,” says Danielle Lumetta, Retail Consulting Manager at Accenture.
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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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