eglobalis
JUNE 15, 2020
Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.
Intercom, Inc.
JUNE 16, 2020
For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Over the last 10 years, this thinking has come undone. Crowded markets mean companies can no longer assume they are the only, or best, choice. The rise of the subscription model challenges businesses to place equal emphasis on conversion and retention , or risk spending themselves into oblivion.
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Callminer
JUNE 18, 2020
Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound. Exit interviews allow lost talent to tell you what went wrong and what aspects of your call center’s operations could stand to be updated.
Beyond Philosophy
JUNE 13, 2020
The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.
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
Heart of the Customer
JUNE 18, 2020
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.
Intercom, Inc.
JUNE 16, 2020
Today we’re excited to bring you Scale , a place where we explore how industry leaders are propelling their companies forward – by keeping their customers front and center. Too often, when we think about growing our businesses, we focus on the mechanics of growth. How can we drive down our CAC and drive up our LTV? What’s the CTR on our latest customer engagement campaign?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
JUNE 17, 2020
We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.
Fonolo
JUNE 16, 2020
As we speed towards the close of our third official month in lockdown, it’s time to start thinking about the future. And that means thinking about how to transition back to the contact center. But what risks will the post-pandemic contact center manager expect? And how can they mitigate them? Here are the four biggest risks we think face the post-pandemic contact center: Risk #1: A COVID-19 outbreak amongst your staff.
Intercom, Inc.
JUNE 18, 2020
Kathryn Finney is an Author, Futurist, and Entrepreneur. Over the course of a 30 year career her work has won her accolades from across the business world and beyond. She may even be our first guest who has been honoured with their own day, with the Borough of Manhattan celebrating “Kathryn Finney Appreciation Day.” Our chat covers her incredible career, her passion for supporting and investing in others, the nature of intersectionality and some really sound advice for how we all can start
Callminer
JUNE 17, 2020
Learn more about machine learning algorithms and their current uses in a variety of industries.
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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.
PeopleMetrics
JUNE 17, 2020
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.
ClientSuccess
JUNE 15, 2020
For many of us, 2020 has already been the longest year on record – and it’s only June. These past six months have brought on a slew of global challenges and changes, and SaaS organizations are definitely feeling the impact. While some of these topics, like workplace health and safety or increased racial diversity in tech, aren’t going away anytime soon, the national conversation has started to refocus and start looking ahead to the rest of the year.
Intercom, Inc.
JUNE 18, 2020
Today I’m delighted to share that from July 1, after nearly 10 years as CEO, I’m moving into the role of Chairman of Intercom, and am thrilled to announce that Karen Peacock, our COO, will become our new CEO! Here are the emails we sent to the company this morning. Eoghan’s email. Friends, Thanks so much for your time at All Hands. Here’s a summary of what was shared.
Callminer
JUNE 17, 2020
Gain an understanding of the various types of text analytics in order to grasp the function of text analysis in a business context.
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 Bliss
JUNE 17, 2020
We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.
The DiJulius Group
JUNE 17, 2020
1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Part. Read Full Article. The post What You Should Always and Never Do in Remote Meetings: Part 2 appeared first on The DiJulius Group.
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
Callminer
JUNE 15, 2020
Follow these tips and best practices for developing effective call center scripts and using scripts to your advantage.
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.
TeamSupport
JUNE 15, 2020
As published in MarTechSeries.com , June 15, 2020. Please tell us about your role and the team/technology at TeamSupport. In 2008, when working for a former company where they could not find a true B2B (business-to-business) customer support solution, my colleague and TeamSupport Co-founder, Eric Harrington , and I set out to build one. We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate
The DiJulius Group
JUNE 17, 2020
Today’s guest is Craig Russell, a senior executive who has worked with top brands including Starbucks, Red Robin, Seattle’s Best, and Restaurants Unlimited. Craig is the embodiment of world-class customer service. It isn’t something you strive to achieve in two or three years. Otherwise, it’s going to be a painful three-year journey. Rather, it’s a.
Totango
JUNE 19, 2020
Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, but I laughed, I cried, and I learned a lot about overcoming adversity. If you didn’t get a chance to attend, I highly recommend watching the replay on our YouTube Channel, Everything Customer Success. . This week we were joined by Guy Nirpaz, CEO at Totango, as he kicked off the conversation about the role of businesses and where their focus should be du
Qualtrics
JUNE 17, 2020
Want to understand more about diversity and inclusion ? One small step to take today is to diversify your social feeds. Here are some crucial thought leaders to start following today. Learn strategies to create a culture of inclusion in this X4 session. We know it instinctively, but the facts back it up: the employee experience (EX) is bettered by inclusion and diversity.
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
TeamSupport
JUNE 18, 2020
In Part 1 of this series, we discussed some strategies for helping to navigate new B2B (business-to-business) customer relationships during uncertain economic times. But what about existing customers? It can be difficult to pinpoint exactly which businesses will be impacted the most and to what level they will need to alter budgets. Here are some tips for working with current customers during uncertain economic times: Reach out and check in on each B2B customer – Every company is different, and
The DiJulius Group
JUNE 18, 2020
Are you too focused on customer service so much so that you’ve pretty much lagged behind on employee experience? Employee and customer relationships are critical and that’s why you need to maintain them. When you build a world-class internal culture, what’s experienced on the inside will be experienced on the outside. It’s Worth the Investment!
Confirmit
JUNE 17, 2020
Trust is vital as we move into whatever “normal” looks like in the near future. For the past four years, customer experience (CX) teams have helped businesses embrace customer-centricity and build trust with customers. Through processes like closed loop – where we actually go back to customers who provided feedback to say how we used it - we’ve reached out to customers to learn about their issues and to put things right.
Knowmax
JUNE 19, 2020
The Role of 5G & Challenges in 5G Adoption by Customers.
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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.
TeamSupport
JUNE 16, 2020
This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by the major fluctuations in consumer trust. However, even in these times, there are strategies to build stronger post-sale customer relationships the right way from day one. Let’s look at how businesses can successfully work with new customers to create a strong foundation for moving forward even during uncertain economic times.
InteractionMetrics
JUNE 19, 2020
Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’. Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.
Steven Van Belleghem
JUNE 16, 2020
We obviously talked about the highly transformative times we’re experiencing today and how – in an incredibly short period of time – the corona crisis proved to be a really interesting trigger for behaviour change in how we work, live and shop. This has been a challenge for retail, but it is just as much an opportunity, with the statistics to prove it.
Knowmax
JUNE 19, 2020
Knowledge base: How to create one for customer service?
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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