Callminer
MAY 10, 2021
Read about CallMiner's new brand identity. The new brand is a natural evolution as CallMiner continues to grow as the leader in conversation analytics and business performance improvement.
Futurelab
MAY 12, 2021
In a major customer centricity programme I ran a number of years ago, we interviewed over 100 people at all levels of the organisation. We wanted to understand how customer-centric they considered themselves to be and compare these findings to the behaviour of the whole business. Tags: customer centricity Alain Thys leadership behaviour Facebook Like.
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Intercom, Inc.
MAY 12, 2021
At Intercom, we’ve always focused on building excellent products which our customers value and love. Continuing to meet this goal as we scale means constantly re-evaluating how our teams work to keep performing at our very best. There is no “one size fits all” approach to building high-performing teams. Once you find a winning formula, it doesn’t stay relevant for long.
Heart of the Customer
MAY 13, 2021
Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s not always practiced. The challenge there is knowing where to invest. Success requires finding the sweet spot where an improved experience leads your customers to spend more with you, stick […].
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
Taylor Reach Group
MAY 11, 2021
by Patricia Ballantyne. Most organizations have mission and vision statements. Typically, the Mission Statement refers to the company’s purpose, or the reason why it is exists, while a Vision Statement refers to what the organization aspires to be. Even with inspiring mission and vision statements, a gap can exist between the statements and the culture that is actually experienced as you cascade down through the organization.
Futurelab
MAY 11, 2021
I’ve had a lot of conversations in recent weeks about how the employee experience drives the customer experience, but the part that stands out from these conversations is the common thread: that the customer experience only happens via, or is only shaped by, the frontline employees. That is just not true. When I’ve addressed this latter point, I’m always asked, “Well, then how do I connect the dots for the backoffice folks?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Inside Customer Service
MAY 13, 2021
Two contact center leaders recently contacted me about the same issue. Their contact center was getting overwhelmed with volume. Each faced multiple risks and worries. Long wait times increased complaints. Irritated customers were at risk of leaving. Overwhelmed contact center agents were at risk of quitting. Staffing alone isn't the solution. It's hard to find and train qualified agents fast enough.
Shaun Belding
MAY 11, 2021
Customer service is getting harder. There is an insidious perfect storm brewing in our relationship with our customers. It has been sneaking up on us for a while, and most organizations are already experiencing the effects without realizing the cause.
Futurelab
MAY 11, 2021
I originally wrote today’s post for GetFeedback. It appeared on their site on February 27, 2020. As a follow on to the post, Four Actions to Take on Customer Effort Feedback , you’re likely going to need to prove the ROI of reducing customer effort. In this post, I’ll talk about five steps to prove the ROI. Tags: Annette Franz (Gleneicki) customer effort customer experience ROI Facebook Like.
Fonolo
MAY 13, 2021
Call centers have a reputation as a ‘money pit’ for businesses. Historically, they’ve been viewed as a costly yet necessary operation for businesses. Today, we know that a fully optimized contact center can actually create more opportunities for sales and customer engagement. But achieving a strong ROI is easier said than done. The ROI of Call-Backs for Your Call Center.
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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.
ModSquad
MAY 13, 2021
Every interaction with your customer is an opportunity to build your connection and inspire a sense of loyalty with them. Creating loyal customers is more essential to your ecommerce business plan than attracting new buyers. It can cost five times more to attract a new customer as it does to retain existing buyers. Keeping customers is a company-wide effort; here are five ways to build your customer’s loyalty.
Intercom, Inc.
MAY 12, 2021
When it comes to supporting and engaging customers, striking the balance between personalization and efficiency is critical if you want to operate at scale. But in order to find that highly sought-after sweet spot, you need to deeply understand your customers’ experiences with your product – and their expectations. Without this knowledge, it’s inevitable that your customer communication will remain impersonal and inefficient, neither of which will empower your team to meet ever-rising customer e
Futurelab
MAY 11, 2021
Change is hard. We know that. But it’s even harder when we hear nothing but excuses for why something can’t be done or why it shouldn’t change. Tags: Annette Franz (Gleneicki) change change fatigue change management leadership Facebook Like. Linkedin Share Button. Tweet Widget.
Help Scout
MAY 12, 2021
Great customer service delivers real business value. That’s a foundational belief at Help Scout, as outlined in our support-driven growth articles. Even so, it can be difficult for empathetic customer service staff to think about customers in terms of business revenue. It somehow feels more “fair” to treat every customer equally, being helpful and responsive without regard to the money involved.
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.
Customer Think
MAY 11, 2021
May 10, 2021. Add to rss feed. A lot of blogs on custome.
Fonolo
MAY 11, 2021
With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. Underserved and angry customers can easily take to Twitter, Facebook, or any number of digital channels to publicly ‘out’ companies like yours for falling short, especially when it comes to your product or customer service offerings.
Experience Investigators
MAY 11, 2021
Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. The customer walks away with a perception of what the brand is, and whether or not this brand lives up to its promises, with every step along their personal journey.
Help Scout
MAY 14, 2021
When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. Brain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music.
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.
Customer Think
MAY 11, 2021
A Changing Customer Base Means Changing Customer Tastes No exceptions. Take a retailer with a long-standing base of loyal, but maturing, customers. Recognizing the lifetime limitations of its market, the merchant launched an energetic strategy to attract younger shoppers. And it worked. It worked so well, in fact, that the merchant’s fast-expanding segment of younger […].
Steven Van Belleghem
MAY 9, 2021
Trader Joe’s. American grocery store chain Trader Joe’s is an incredible example of a company where a fantastic employee experience results in a stunning customer experience. Most of us automatically think of Zappos in this category, but Trader Joe’s is just as inspiring in the matter. They offer fantastic benefits and growth opportunities to team member and truly empower them to offer warm, personal and one of a kind experiences to customers.
Beyond Philosophy
MAY 8, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands.
Zendesk
MAY 14, 2021
. . . If there’s one silver lining to the pandemic, it’s that we’re all finally talking about mental health in the workplace. And unlike masked social gatherings or 24 hour-a-day pajamas, that’s not likely to change once things get under control. “This is something that’s going to stick with us ,” said Frances Brittingham, a customer experience manager at Calm , a meditation app.
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 Think
MAY 11, 2021
Are you a business owner? Does your business really need chatbots? Well, in recent times, we have seen how companies are desperate to introduce the chatbot. This is because chatbots are changing the way brands interact with their customers, and when the chatbot is of high quality, those changes are usually positive. Bots have indeed […].
TeamSupport
MAY 11, 2021
“You’re not paying close enough attention to your customers.”. That’s how TeamSupport CEO Pete Khanna and ProfitSword VP of Sales and Marketing Paul Bennie began their speaking session at the recent TSIA Interact annual conference. This blog provides the highlights from their talk. It was a provocative statement to introduce the session. What did they mean ?
Foresee
MAY 12, 2021
Verint is recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management (CFM) Platforms, Q2 2021, which was released May 11, 2021. The Forrester report noted that “Verint continues to provide CFM and VoC services to a large volume of customers across the globe, with a focus on unifying data across the enterprise […]. The post New Forrester Report Names Verint as a Strong Performer in Customer Feedback Management appeared first on Verint ForeSee.
Beyond Philosophy
MAY 12, 2021
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year?
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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.
Customer Think
MAY 11, 2021
Tony is in charge of a convenience store in Salt Lake City, where I attended a customer experience conference. I told him I wanted to buy a certain brand of beer. He said his shop didn’t have it. Instead of insisting that I buy another beer, he directed me to the liquor store nearby where […].
Totango
MAY 11, 2021
Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. How Do You Optimize Stakeholder Engagement? A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement.
Execs In The Know
MAY 10, 2021
We can all probably agree that frontline contact center agents have one of the most challenging and most important roles in an organization. They are often the face of the company, shaping customer perception from even one interaction. In the last year, much has been discussed about the importance of employee engagement and well-being, and for good reason.
PeopleMetrics
MAY 13, 2021
Word-of-mouth marketing is the best way to drive customer loyalty and organically create enthusiastic brand advocates. In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters.
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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