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.

Retail 184

Retail B2C Start-ups 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

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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.

Contact Center

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

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

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.

B2C

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.

91

91

Customer Experience Matrix

APRIL 30, 2019

Let’s take a break from Customer Data Platforms to do some trend-spotting. I spy with my little eye…privacy systems! Specifically, there's a crop of systems that are privacy-safe alternatives to dominant social, search, email and other common consumer technologies. One well known example is DuckDuckGo , which positions itself as “a search engine that doesn’t track you”.

Social Media 87

Social Media Government Engineering Start-ups 87

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

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.

Actionable Insights

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 83

Customer Loyalty Social Listening Start-ups Customer Relationship 83

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

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 78

Customer Service Customer Experience 78

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

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

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

Gainsight

APRIL 29, 2019

We sat down with Melissa Perri, author of “ Escaping the Build Trap: How Effective Product Management Creates Real Value ,” to learn how we can be more mindful of the product experiences we’re building. Melissa Perri is on a mission to “help make product managers and their organizations awesome.” Product leader, author, consultant, speaker, and teacher, Melissa is a powerhouse of product management know-how.

Sales 14

Sales Start-ups Hospitality Hospitality 14

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

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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.

Customer Service

The DiJulius Group

MAY 1, 2019

One of my favorite books is The Compound Effect by Darren Hardy, which is based on the premise that decisions shape your destiny. One story Hardy shared was a real eye-opener, and it applies to relationships, both personal and professional. Hardy relates how, when he was young, a seminar about personal accountability in relationships transformed. Read Full Article.

Customer Experience 66

Customer Experience 66

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

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. You need to know the right ones to get the job done—and to prove you did it right. Today’s Product teams are under increasing pressure to deliver outstanding products and exceptional user experiences. Three new market dynamics have contributed to the evolution of our product expectations: Subscription models.

Net Promoter Score 65

Net Promoter Score NPS Customer Acquisition Customer Retention 65

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

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

Retail

Retently

MAY 2, 2019

NPS 60

NPS 60

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

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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VOC