Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.
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Zendesk
DECEMBER 29, 2020
Layne Beachley knows exactly what it takes to overcome setbacks and accomplish lofty goals. Her seven ISA World Championship titles are a testament to this, as is her general approach to life. Born in Manly, New South Wales, Beachley first started surfing professionally at age 16. By age 20, she was ranked 6th in the world. By 2006, she had seven World Championship titles under her belt, and was the only surfer ever to win six consecutive competitions.
SurveySensum
DECEMBER 28, 2020
Are you starting your customer experience journey? Are you planning to implement a VOC program? . Then you have come to the right place. In the last few years, while working with the growth stage companies we observed a few things: . They have created an awesome product. . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers!
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
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
Doing CX Right
DECEMBER 28, 2020
Have you ever been excluded from meetings that you felt deserving to be in given the discussion topics? Have there. The post Five Ways To Experience Less FOMO, In And Out Of The Workplace appeared first on Doing CX Right.
Zendesk
DECEMBER 30, 2020
Here are the newest integrations from Zendesk to help your agents and reps provide great experiences. Zendesk SDK for Unity. Zendesk SDK for Unity (Support) lets you add seamless support experiences to your mobile games in just a few minutes. This lightweight, native SDK allows for easily integrating scalable support without worrying about underlying OS dependencies.
Knowmax
DECEMBER 28, 2020
3 Quick steps to create multilingual knowledge base?
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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.
Totango
JANUARY 1, 2021
Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. There were lots of new challenges that we all faced.During this year, we worked hard to continue to deliver a great experience and value for our customers and your users.
Doing CX Right
DECEMBER 31, 2020
What are the best ways to advance customer experience and employee engagement in 2021 and beyond? Read what four experts have to say to achieve success. The post Six Way To Advance CX in 2021 appeared first on Doing CX Right.
Hodusoft
JANUARY 1, 2021
The Right Call Center Software Makes a Huge Difference. Agents contribute to the call center’s success. Even more important is the role the supervisor plays in performance improvements. It is not surprising that most or all call centers employ supervisors to monitor and manage call center agents and contribute to performance enhancements. Here, the importance of real-time analytics & reports in the call center software can make monitoring easier for supervisors and help them to help the agen
Knowmax
DECEMBER 31, 2020
6 easy steps to knowledge migration with Knowmax.
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.
Zendesk
DECEMBER 28, 2020
This year, teachers have been working harder than ever to support their students as they navigate distance learning in the midst of a global pandemic. Meanwhile, the customer support team at DonorsChoose , a platform that connects teachers with funding for classroom projects, is supporting those teachers and learning on the fly as they navigate continued uncertainty around schools and reopening plans.
Doing CX Right
JANUARY 1, 2021
Women leaders, Stacy Sherman and Wanda Wallace, share new ways to gain adoption for your ideas through non-selling tactics. The post How To Promote Your Ideas & Increase Adoption Through Non-Selling appeared first on Doing CX Right.
The Customer Service Blog
DECEMBER 29, 2020
Genghis Khan was the first Great Khan of the Mongol dynasty and is often hailed as the ‘King of Kings’. He was the founding emperor of one of the largest contiguous empires - the Mongol Empire. Much of his leadership wisdom is still as relevant today as it was 800 years ago. Khan conquered vast territories of Eurasia, including the modern day states of China and Korea, plus much of central and south-west Asia, and Eastern Europe.
Knowmax
DECEMBER 30, 2020
EDMS (Electronic Document Management System): Enterprise’s choice in 2021?
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.
Zendesk
DECEMBER 28, 2020
As we look ahead to the new year, it’s clear that we need to challenge, disrupt, and transform the world as we once knew it. And who better to talk to about disruption than startups? Read on to learn about startups working to make the post-pandemic world a better place. Season 2 is here. Join us for the Sit Down Startup podcast, where we sit down (virtually) for casual, coffeehouse conversations with startup founders, CEOs, and CX leaders.
Doing CX Right
JANUARY 1, 2021
Stacy Sherman speaks on User Adoption Podcast to discuss how to do CX right and UX best practices. Listen to the episode and apply key lessons. The post How To Increase User Adoption & CX Best Practices appeared first on Doing CX Right.
SugarCRM
DECEMBER 31, 2020
Email campaigns play an important role in marketing interactions. While having a compelling copy to attract and convert leads plays a big role, understanding how emails are technically delivered will help you understand the process in detail. Below we discuss how the process behind setting up and sending emails takes place and the areas where an email can get tripped up and what that means for marketers.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Geetha Murali, CEO of Room to Read, about the importance of developing skills, the story of one girl who went from indentured servitude to sharing a stage with Hillary Clinton, and what she means when she talks about “treasure hunting.”. Listen to the complete podcast episode of Breakthrough Builders with Geetha Murali.
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
Doing CX Right
JANUARY 1, 2021
Stacy Sherman Joins Gary David's Customer Experience by Design podcast to discuss how to differentiating brands by doing CX right. The post Customer Experience By Design appeared first on Doing CX Right.
Doing CX Right
JANUARY 1, 2021
Sales is nothing like the image you have in your mind. It’s time to unselling. Tune in to learn how you can be more effective at promoting your ideas or yourself. The post How To Sell Effectively in 2021 appeared first on Doing CX Right.
SugarCRM
DECEMBER 30, 2020
The first thing you see when you open Sugar is your personalized dashboard. This dashboard should help you manage your organizational responsibilities inside Sugar. To accomplish this objective a system administrator or the users themselves (armed with some basic training) should customize the dashboard to reflect their use of Sugar. As a Product Manager, I’ve created a number of dashboards for my own use to provide an overview of our: Sales pipeline process.
SugarCRM
DECEMBER 28, 2020
As we have developed increasingly complex CRM systems for our customers, we have discovered some universal truths about how to increase user adoption of new technology. Some of these truths are well documented. Involving end-users in system design, gaining consensus among all of the stakeholders in the project, and enlisting a top executive as project sponsor all go a long way toward helping smooth the introduction of a new information system.
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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.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Robert Chatwani, CMO of Atlassian how he registered a staggering 20,000 South Asian bone marrow donors in just 12 weeks. He also recommends how you can discover your own purpose, and how a simple but powerful idea led to a partnership with the World Bank, and an entirely new business model at eBay.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Shopify VP of Engineering Farhan Thawar on why you only need 15 minutes with a candidate to make a hiring decision, and the one thing you should optimize at the expense of all others. Listen to the complete podcast episode of Breakthrough Builders with Farhan Thawar.
Qualtrics
DECEMBER 31, 2020
As part of our Breakthrough Builders podcast series , our VP of Tech Jesse Purewal chats with Charlie Sutton, Head of Design at Facebook, about why Apple dominates the tablet market (it’s not what you think), why he says it’s important to remember that most of the work he does will end up in a landfill, and what you’re getting wrong when you think about the future of VR.
SugarCRM
DECEMBER 29, 2020
Did you know that there’s a way to access Sugar, your email, and your other favorite tools with one login? Well, it’s possible, thanks to Sugar allowing the use of Single Sign-On (SSO). Log In. Just Once. Over the last decade, agility became a must in keeping up with technology and the Internet has seen the boost of SAML Single Sign-On. (SSO) is a fast way of authenticating through an identity provider into websites and software with one account of your choice.
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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