Callminer

JANUARY 23, 2019

CallMiner joined forces with nGUVU—makers of nGAGEMENT, the employee engagement platform for contact centers—discussed the employee engagement trends taking shape in 2019.

Contact Center 182

Contact Center 182

Intercom, Inc.

JANUARY 25, 2019

We’re conditioned to think from an early age that exciting things are the best. That attitude can extend to engineering, too. When trying to solve a problem with software, it can be tempting to build an exciting, complex solution. But that unnecessary complexity can lead to even more complicated issues. At our event Building Intercom in Dublin, I argued that when it comes to building software, we should avoid excitement and embrace boring.

Engineering 168

Engineering Start-ups Technology Technology 168

Beyond Philosophy

JANUARY 23, 2019

Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.

CX 144

CX Start-ups Customer Experience 144

CX Accelerator

JANUARY 25, 2019

Originally posted on ICMI.com November 5th, 2018 People love to talk about Employee Experience (EX), especially in the context of Customer Experience (CX). Sadly, it's often just talk. Establishing a meaningful connection between your employee experience and the Customer Experience is very difficult. Does this make it any less important? Not at all.

CX 140

CX VOE Artificial Intelligence Voice of the Employee 140

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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

Myra Golden Media

JANUARY 23, 2019

When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.

Customer Service 126

Customer Service 126

Intercom, Inc.

JANUARY 24, 2019

Knowing when it’s time to become a platform is a delicate thing, as Mike Kreaden , Managing Director of Salesforce Incubator, discovered. Transitioning into an effective marketplace required keen attention to the evolving needs of their customers – who wanted to connect to third-party partners. Mike has been in and around startups for the better part of three decades: as a consultant, as a co-founder and now as the Managing Director of Salesforce Incubator, which propels new startups into the ma

Machine Learning 151

Machine Learning AI Innovation Start-ups 151

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!

Customer Experience 95

Customer Experience Customer Loyalty CX 95

The DiJulius Group

JANUARY 23, 2019

When I am working with my clients, I always tell them that creating the Service Vision is difficult, but what is even more difficult is sustaining the momentum. Ensuring that it is alive and being executed twelve to eighteen months from now. I had the pleasure of working with Al Serra Auto Plaza on their. Read Full Article. The post How To Avoid Your CX From Being Flavor Of The Month appeared first on The DiJulius Group.

CX 94

CX Customer Service Customer Experience 94

Intercom, Inc.

JANUARY 21, 2019

Often in software you’ll hear that you get something for free, like “the framework just gives us this for free,” or “if we use X service provider, we get Y for free,” or your developers will tell you “we were building this bit anyway so we get this extra piece for free.”. Nothing is free in software. It’s not free because you’re sitting there talking about it and you’re debating if you should do it.

Retail 135

Retail 135

Fonolo

JANUARY 22, 2019

“We are in the Era of the Customer, ” says Shep Hyken. We are indeed. It’s a modern reality where customers call the shots, armed with the knowledge that they have options. This includes their expectation of a certain level of customer experience, one that is seamless, omnichannel, and with bot offerings. In fact, according to Forrester , today’s “consumers have more tech at their disposal than ever before and it has fundamentally changed how they experience brands.

Retail 93

Retail Contact Center Artificial Intelligence Social Media 93

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

Beyond Philosophy

JANUARY 25, 2019

The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!

Customer Experience 92

Customer Experience Customer Loyalty CX 92

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Service 82

Customer Service Customer Experience 82

Intercom, Inc.

JANUARY 23, 2019

Prevention is better than cure – it’s an age old adage that can be applied to the health of your customer churn and retention rates. When should you engage with your customers to prevent churn? If you are waiting for someone to stop logging in, unsubscribe or cancel, you’re too late. Don’t wait until customers stop using your product before doing something about it.

Education 106

Education 106

Heart of the Customer

JANUARY 22, 2019

My wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view. Five minutes later, he came back saying, “I’m sorry. […]. The post CX – Good People can’t Overcome Bad Data appeared first on Heart of the Customer.

CX 74

CX Customer Experience 74

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

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition.

Net Promoter Score 84

Net Promoter Score CX Artificial Intelligence Customer Loyalty 84

UJET

JANUARY 24, 2019

There’s no denying that excellent customer service is crucial for your business.

Customer Service 78

Customer Service Customer Experience 78

Customer Bliss

JANUARY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

CX 72

CX Customer Experience Customer Service 72

Totango

JANUARY 22, 2019

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. While there’s a temptation to prioritize the acquisition of new customers—a market share focused approach—the real prize lies in nurturing your current customers.

Social Media 72

Social Media Innovation CRM Start-ups 72

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

Beyond Philosophy

JANUARY 19, 2019

Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition.

Net Promoter Score 79

Net Promoter Score CX Artificial Intelligence Customer Loyalty 79

Taylor Reach Group

JANUARY 21, 2019

While The Taylor Reach Group, Inc., has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. Although the company has worked with municipal and federal government agencies in the past, it is clear that the ever-expanding size and scope of public sector contact centers, as well as the unique needs of the people they serve, demand

Contact Center 70

Contact Center Artificial Intelligence Government Innovation 70

Customer Bliss

JANUARY 25, 2019

In today’s episode, I explore the basics of establishing a core CX foundation for your organization with Darin Byrne, Vice President of Client Experience and Delivery at Wolters Kluwer , a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, tax specialists, and finance, audit, compliance, and regulatory sectors.

CX 63

CX NPS VOC Finance 63

Fonolo

JANUARY 24, 2019

Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the call center space that the term “Business process outsourcing” (BPO) is often used interchangeably with “outsourced call center.” In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.

Artificial Intelligence 62

Artificial Intelligence Contact Center Social Media Education 62

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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

ProProfs

JANUARY 25, 2019

If you’re done with adding more and more content to your blogs and are looking to try something new to make them more exciting, try quizzes such as ‘what would you do if you were caught in these situations’. Quizzes can literally save your blogs from cramming up with written content and make them a more interactive concept for your readers. You can either opt for a quiz creator software or free quiz makers available online, or you can simply jot down the following hacks. .

60

60

Customers That Stick

JANUARY 24, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 60

Customer Service 60

Chip Bell

JANUARY 22, 2019

Whether it is physically less exhausting to smile than to scowl, it is certainly beneficial, and thus there is something to this ancient exhortation to put aside negative emotions long enough to “turn a frown upside down.”. In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter.

Customer Service 56

Customer Service Customer Experience 56

Fonolo

JANUARY 23, 2019

This post was supposed to be about the “Top Contact Center Acquisitions of 2018”, but two significant deals occurred in the last two weeks, and I didn’t want to wait another year to include them on the list. Plus, we already published a blog on “ 5 Intriguing Call Center Acquisitions from the First Half of 2018″, so there was no point in repeating some of the deals that were covered in that post.

Contact Center 62

Contact Center Artificial Intelligence Social Media Touchpoint 62

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

Totango

JANUARY 24, 2019

Your customers should be your greatest obsession. The digital transformation of business has created a customer-centered economy built on subscriptions, personalized services, and new definitions of customer loyalty. No longer can we be content with a traditional account management relationship that consists of monthly calls and simple questions of, “Is everything okay?”.

Social Media 55

Social Media Customer Loyalty CRM Start-ups 55

Customers That Stick

JANUARY 22, 2019

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Innovation 60

Innovation Customer Service 60

Qualtrics

JANUARY 23, 2019

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of social media, it’s easier than ever to learn from the experts and founders of the Employee Experience (EX) revolution.

Social Media 52

Social Media Technology Technology Education 52

Transcosmos

JANUARY 21, 2019

The customer service industry has seen a dramatic shift over the years. With new innovations and trends, companies now leverage advanced tools, such as automation, in delivering the best customer support. A survey shows 89% of businesses compete through the level of customer service experience they provide. Meanwhile, 70% of unsatisfied customers whose problems are resolved are eager to do business with the brand again.

Customer Service 52

Customer Service Social Media Start-ups Innovation 52

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VOC