Callminer
APRIL 22, 2019
Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.
Intercom, Inc.
APRIL 23, 2019
Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised. Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. That’s why we built Product Tours to assist with the job of user onboarding within your product, alongside our best-in-class in-app messaging and knowledge base products.
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CX Accelerator
APRIL 25, 2019
This Sunday 4/28 is National Superhero Day! We know from our own community that the network of CX superheroes is boundless! Customer experience can be a difficult job, an ambiguous job, and sometimes a thankless job. Nevertheless, we show up with passion and drive to fight the battles against a whole variety of villains.such as the points of tension in the journey, a lack of CX strategy, the leader that doesn’t believe in investing in the contact center and so many more.
Beyond Philosophy
APRIL 25, 2019
Brands have already begun using facial recognition technology in their Customer Experience. Walmart and KFC use facial recognition technology. Passengers on Delta check in for flights in the Atlanta airport using facial recognition. Even my phone password is my face. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software.
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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.
Callminer
APRIL 23, 2019
PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and the CV2 security number) must be hidden and protected by any entity which takes and stores the numbers in any way.
Intercom, Inc.
APRIL 22, 2019
Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. For Rick Nucci, customers will win as long as AI empowers employees to do more of what they do best – that is, dealing empathetically with other humans – while skipping tedious busywork that could be handled just as well by a bot.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Lumoa
APRIL 24, 2019
What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in.
Totango
APRIL 26, 2019
Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Customer onboarding is the period after purchase when your customer is getting to know your product.
Intercom, Inc.
APRIL 25, 2019
If you’re reading this, you might be familiar with Paul Graham’s famous article “ Startup=Growth ,” where he lays out the difference between traditional businesses and startups. Paul Graham puts it like this: “A startup is a company designed to grow fast”. In general, growth is a good problem to have – it means you’ve found some measure of product market fit and you’re generating real revenue from active users.
Kerry Bodine
APRIL 25, 2019
I’m thrilled to announce the addition of Jade to the Bodine & Co. team. As our project manager, she’s working both with clients and behind the scenes to streamline our processes and communications — and, of course, create effective, easy, and enjoyable client experiences across all of our speaking and consulting engagements. Previously, Jade spent seven years at Cydcor, a global leader in outsourced sales and marketing, as a business process analyst and IT project manager.
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.
Heart of the Customer
APRIL 25, 2019
We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. Next week we’ll kick off the fun […]. The post May is (Journey) Mapping Month!
Gainsight
APRIL 26, 2019
Which starship Enterprise captain is your favorite: Kirk or Picard? I embedded a poll here just for kicks; can’t wait to see the results. (If your captain is losing, share this post with your Trekkie friends! And my apologies to Archer, Pike, and Riker fans.). Choose your captain. James T. Kirk. Jean-Luc Picard. I like them both, but I think it’s so interesting how different they are.
Intercom, Inc.
APRIL 24, 2019
Preparing for interview questions in software engineering is almost a full-time job. There are endless resources online, and it’s often overwhelming when you begin the process. It’s natural to be nervous and apprehensive when applying for roles, because you are facing the risk of judgment and rejection, which is enough to make anyone anxious. However, the best way to settle your nerves is to thoroughly prepare, so you know you are giving yourself the very best shot to get your ideal job.
The DiJulius Group
APRIL 24, 2019
In an interview with the NY Times, Walt Bettinger, CEO of Charles Schwab, said early on he assumed his employees only cared about themselves and didn’t want to hear about him. “But one of the lessons I learned is that, in the transition from management to leadership, I had to open up. I had to. Read Full Article. The post Vulnerability Is A Strong Leadership Trait appeared first on The DiJulius Group.
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.
UJET
APRIL 26, 2019
The smartphone is the center for most consumers. It connects across multiple channels like email, phone calls and texting. The smartphone is supplemented by more internet-connected devices to automate and streamline consumers’ lives.
Fonolo
APRIL 24, 2019
It seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and sp
Chip Bell
APRIL 23, 2019
Your mother likely told you that you did not get a second chance to make a good first impression. That is literally true but may not be completely accurate in its intent. But, the point of the power of first impressions is a solid one. And, one to be carefully considered as a service provider. The power is amplified if your first impression helps tell your story.
ProProfs
APRIL 25, 2019
According to a 2016 Statista report , the share of American students who exclusively take online education courses shows a permanent 0.6% average yearly increment. The number of students who blend visiting campus and taking online courses has a 0.9% index of yearly growth. The total number of distant students already exceeds over 7 million. A Digital Learning Compass 2017 report reveals a 3.2% decline of campus enrollments across the U.S. from 2012 to 2015.
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
Totango
APRIL 23, 2019
Renewal is about a consistent revenue basis. The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn.
Comm100
APRIL 23, 2019
According to Customer Contact Week Digital’s latest Disruptive Technology Review , 96% of organizations agree that creating smooth omnichannel experiences is a priority, but only 20% of them are getting live chat right. Clearly, there’s a disconnect here. There’s so much more to live chat than just reactive, customer-initiated conversations. With the ability to route customers based on their unique parameters, rich media capabilities using audio or video, and a range of features that make your a
Customer Bliss
APRIL 25, 2019
“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.
ProProfs
APRIL 26, 2019
Teachers who love teaching, teach children to love learning. Are you an online instructor or teacher who is looking to create eLearning courses for the first time but wondering how to go about it? Don’t worry. You’re not the only person who is facing this dilemma! But before we delve into how to create eLearning courses, let’s look at some encouraging figures related to the eLearning industry.
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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.
Provide Support
APRIL 26, 2019
Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Though 2019 year will not become the year if AI in customer service, the impact of technology and customer demand on it cannot remain unnoticed.
Comm100
APRIL 25, 2019
Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge is that only 30%. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal. So, what gives?
Fonolo
APRIL 23, 2019
It’s getting warmer, which means this year’s vibrant trade show season is upon us! And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. This time, Fonolo will be spreading joy at booth #909!
CX Journey
APRIL 24, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. It appeared on their blog on April 13, 2018. How do you prioritize your CX improvement initiatives? You've listened to customers. You've mapped their journeys. And you've identified a lot of improvement areas that would make the experience light years better for your customers.
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
TeamSupport
APRIL 26, 2019
Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. It’s crucial for the longevity of any company. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.
Totango
APRIL 25, 2019
Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, the event impressively delivered on the high bar of excellence with a world-class venue, high quality presentations, meaningful conversations and fun, social interactions.
Customer Bliss
APRIL 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. The following is a lightly edited transcript of the video below. On today’s Daily Dose , I want to talk to you about how to suss out potential roles/positions that comes across your desk.
ProProfs
APRIL 23, 2019
Did you know companies that use talent assessment tools are 36% more likely to be satisfied with their new hire? And, trainees and students who are assessed through online tests and quizzes tend to perform better in classrooms? Until a few years ago, educators and trainers relied on the age-old methods of assessments i.e., paper-based tests or quizzes.
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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.
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