Callminer

APRIL 29, 2019

Sentiment analysis can be a powerful tool for steering companies to successful outcomes from every customer interaction. Learn more about it here.

Sentiment Analysis 291

Sentiment Analysis 291

Intercom, Inc.

MAY 2, 2019

Bangaly Kaba, Instacart’s VP of Growth, knows the typical growth journey for billion dollar companies well. Instacart is valued at nearly $8 billion and since joining, he’s helped to make the company’s services available to more than 80% of U.S. households and 60% of Canadian households. And before Instacart, Bangaly was at another “Insta” (Instagram), where he helped double the photo sharing platform’s monthly users to more than 1 billion.

Start-ups 184

Start-ups B2C Retail Customer Acquisition 184

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial success.

NPS 26

NPS Net Promoter Score Contact Center Touchpoint 26

Beyond Philosophy

APRIL 28, 2019

What Customer Emotions Drive the Most Value. 15 years ago, in Munich, I was asked a question I couldn’t answer when presenting to an insurance company. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. No, he wanted to know how much money he would get back by investing in my idea. I didn’t know.

Customer Loyalty 126

Customer Loyalty CX Customer Experience 126

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

Customer Satisfaction

Heart of the Customer

MAY 1, 2019

This post, written by Heart of the Customer Program Manager Cathy McLane, is the second in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

B2B 104

B2B Voice of the Customer Customer Journey Map CX 104

Intercom, Inc.

APRIL 29, 2019

On this podcast, I’m going to be getting behind the mic regularly with Paul Adams , our SVP of Product, to share our latest thoughts on how to build a great product. Over the time we have worked together, Paul and I have had countless conversations about things like how to run a product org at scale , how to balance customer feedback on your product roadmap , how to spread a product-first mentality throughout a company, how to maintain design excellence in a fast growing R&D team, and

Engineering 28

Engineering Customer Feedback 28

TeamSupport

MAY 3, 2019

Feedback matters in the customer-centric era of business we work in. Whether it’s a customer telling your CEO that an agent did a great job or giving them a “negative” face after a chat session, there are many ways companies can receive feedback about their business. One method that has increased in popularity over the years is ratings on third-party sites.

Customer Service 96

Customer Service Customer Feedback 96

Beyond Philosophy

MAY 3, 2019

Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our customer behavior. This episode of The Intuitive Customer explores why insignificant things are so significant.

Customer Loyalty 95

Customer Loyalty CX Customer Experience 95

Intercom, Inc.

MAY 1, 2019

Every product design project is a bit like climbing a hill. You ascend the hill to gain perspective on the surrounding terrain, but you don’t know what’s on the other side – you’re figuring out how to approach the problem, and you uncover and resolve the unknowns. Once on top of the hill you have a clear view – you can see the shape of the landscape and make out the path down, you can picture what needs to be done to make progress.

Start-ups 143

Start-ups Innovation Engineering 143

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 18

Net Promoter Score Social Media Customer Experience NPS 18

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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.

VOC

Heart of the Customer

APRIL 29, 2019

We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all the people who created your broken, siloed experience, give them Post-It Notes, and Bam! You have a journey map. Others go the opposite direction, considering journey mapping to be traditional […]. The post How Journey Mapping Differs from Traditional Market Research appeared first on Heart of the Customer.

Voice of the Customer 92

Voice of the Customer Customer Journey Map Customer Relationship CX 92

ProProfs

MAY 2, 2019

Employee training is crucial for every organization. Whether it is new employees or existing staff of a company, organizations need to provide the right training at the right time. New employees require training to get acquainted with the policies, procedures, and culture of the company. Existing employees need training programs to brush up on their skills in tune with changing business needs, work process, and new technologies.

Gaming 91

Gaming Start-ups Technology Technology 91

Myra Golden Media

APRIL 29, 2019

Last week I shared my 3-Step De-escalation strategy at a Salesforce Trailblazers conference in Minneapolis. You know you’re creating value in a presentation when people start taking photos of your slides, Q & A is endless, and when your Twitter feed is aflutter with comments, compliments, and questions. I gave the audience my 3-Step De-escalation Strategy: Recognize, Reframe, Resolve.

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Totango

MAY 3, 2019

Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. But the only way to cultivate this prized group is to form meaningful connections which increase customer engagement and loyalty. Always keep the customer experience in mind.

Customer Loyalty 81

Customer Loyalty Start-ups Customer Relationship Social Listening 81

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.

AI

Heart of the Customer

MAY 2, 2019

This post, written by Heart of the Customer B2B Practice Lead Nicole Newton, is the third in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are […].

B2B 89

B2B Customer Experience Voice of the Customer Customer Journey Map 89

ProProfs

APRIL 29, 2019

The world as we know it is constantly evolving. Every day is a new day for science, technology, education and more. As we learn more and more about ourselves and how the systems around us (and within us) work, there is a constant need to revolutionize the way humans have been doing things. Be it something as simplistic as food or as primary as nurturing and education, life is taking a knowledge update.

Education 81

Education Technology Technology Start-ups 81

Customer Service Life

MAY 3, 2019

In order to take the best care of others, we must first take the best care of ourselves. Do you agree? In the Innovators podcast episode with Phillip Lew, learn about how taking care of your employees and creating programs that inspire health and wellness have tangible financial benefits for organizations. I share realistic advice for organizations and leaders looking to help their employees become healthier, and happier.

Innovation 76

Innovation Customer Service Contact Center 76

Comm100

APRIL 30, 2019

With the rise of every new, digital communication channel, there’s always certain misconceptions or hearsay spread around with it – and I can’t blame them. How do you know what a new channel can do for you if you don’t understand it? But even though live chat has now become a mature customer communication channel and a staple for many contact centers around the globe, there are still some common myths floating about that are questionable at best and untrue at their core.

Contact Center 70

Contact Center Technology Technology Customer Expectations 70

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.

AI

Heart of the Customer

APRIL 30, 2019

This post, written by Heart of the Customer Project Manager Corey Pawlak, is the first in a week-long series about some of the ways journey mapping differs from traditional market research. Guest authors Corey Pawlak, Cathy McLane and Nicole Newton will share their expertise in recruiting and interviewing B2B customers, why 10-page reports are better […].

Customer Journey Map 76

Customer Journey Map B2B Voice of the Customer Customer Relationship 76

ProProfs

APRIL 28, 2019

Online learning is certainly one of the most useful tools for career growth because it lets students access to knowledge by providing them with an exclusive opportunity to discover and obtain fresh information at their own pace. Nowadays, a growing number of working students and professionals are being attracted by the benefits from online education and pursuing their preferred online courses.

Education 74

Education Transportation Start-ups 74

DMG Consulting

MAY 3, 2019

WFM Solutions Adapt to Changing Needs. No contact center technology has undergone as significant a paradigm shift as the WFM sector. Its fundamental purpose and function remains the same, but the process is vastly different. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. But contact centers are also realizing many benefits, including reduced operating costs, optimized scheduling, improved performance, decreased staff attrition and

Contact Center 67

Contact Center Predictive Analytics Machine Learning Artificial Intelligence 67

Kerry Bodine

APRIL 28, 2019

The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the character Vizzini repeatedly exclaims, “Inconceivable!” in response to situations that are, in fact, quite conceivable — but simply contrary to what he hoped would happen, like a foe not falling to his death.

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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

Customer Experience

Customer Service Life

APRIL 30, 2019

Did you catch the announcement? If not, look up! I’m speaking at ICMI Contact Center Expo in two weeks and I can’t freakin’ wait! I’m also anxious. Very anxious. I’m going to get vulnerable up there in front of you. I encourage you to be vulnerable. Brene Brown says, “ There is no courage without vulnerability.” So, let’s be courageous and vulnerable together, shall we?

Contact Center 64

Contact Center Start-ups Customer Service 64

CX Journey

MAY 1, 2019

I hate to tell you this, but you're just not.* I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping. Here's what happens.

Touchpoint 60

Touchpoint Start-ups Customer Experience 60

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role.

Education 59

Education Finance Customer Retention Start-ups 59

DMG Consulting

MAY 3, 2019

Question: We’re considering the addition of intelligent virtual agent capabilities to provide 24/7 customer service. How can we confirm they will provide the same information as our contact center agents? Answer: To ensure an intelligent virtual agent (IVA) delivers responses that are consistent with a human agent – and vice versa –requires a single source of “truth” for all users: internal and external, human and automated.

Contact Center 59

Contact Center Artificial Intelligence Compliance Customer Relationship Management 59

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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.

AI

Customer Service Life

APRIL 28, 2019

This article was originally published on the FCR blog on March 29, 2019. Click here to read the original post and click here to watch a video description of this post. It’s that time of the quarter where we take a few moments to share some of the tools and technologies that we’ve seen in recent months that you might want to evaluate for your customer service and customer experience.

Technology 64

Technology Technology Social Media Artificial Intelligence 64

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? I credit three events with the rise of our modern customer experience discipline.

Net Promoter Score 59

Net Promoter Score Social Media Customer Experience NPS 59

The DiJulius Group

APRIL 29, 2019

This guest article is brought to you by Jesse Cole, speaker at the 2019 Customer Service Revolution. It’s not the employees’ responsibility to care, it’s the leaders job to give them a reason to care. The wrong question leaders are asking is “Why don’t our employees care?” The reason is simple: Your people don’t care because. Read Full Article. The post Getting Your Team To Care appeared first on The DiJulius Group.

Customer Service 59

Customer Service Customer Experience 59

Fonolo

APRIL 30, 2019

There are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). This is where our story begins. By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service.

Customer Service 57

Customer Service Social Media Omnichannel CX 57

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.

Technology