Intercom, Inc.
JULY 1, 2019
The old world SaaS model was basically all about sign up and convert. The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? After all, we don’t buy software these days; we subscribe to it. At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships.
Callminer
JULY 1, 2019
Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.
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CX Accelerator
JULY 1, 2019
When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske
Lumoa
JULY 2, 2019
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.
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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.
Intercom, Inc.
JULY 4, 2019
Deciding what your engineers should do next can be a lot like climbing a ladder. On the lowest rung is a problem to be solved. At the top is an impact on the business, a change in the bottom line. But the rungs in between can often be quite flimsy. Instead of trying to jump straight from the theoretical business impact to a directive for your R&D teams, it’s essential to stop for a moment and consider: “What is the desired outcome?
Myra Golden Media
JULY 2, 2019
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
JULY 3, 2019
Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.
Intercom, Inc.
JULY 3, 2019
Myra Golden Media
JULY 2, 2019
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a
Beyond Philosophy
JULY 5, 2019
The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions.
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.
Intercom, Inc.
JULY 2, 2019
Operating a sales organization at any scale involves a lot of tedious, repetitive work. Without sales automation, this work can become a black hole for your sales reps’ time. In their “State of Sales” report, Salesforce found that in an average week, sales reps spend 64% of their time on “non-selling” tasks – everything from entering lead data to manually prioritizing opportunities.
C3Centricity
JULY 1, 2019
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.
Totango
JULY 2, 2019
These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them.
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.
Fonolo
JULY 4, 2019
Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. This is important, as customer service is the touchstone for all kinds of customer-facing interactions. In training CS representatives, it’s crucial to help them understand a) what they are doing; and b) why they doing the job.
DMG Consulting
JULY 1, 2019
The Ideal Contact Center Solution. 6/3/2019. By Donna Fluss. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. Obviously, perfect is in the eyes of the beholder, but there has to be a way of creating a contact center solution that is omni-channel, easy to provision, set up, install, implement and operate.
ProProfs
JULY 5, 2019
In technology, whatever can be done will be done – Andrew S. Grov. In a traditional classroom-based teaching and learning environment, the only time you get to assess the knowledge of each learner is at the end of tests and examinations. This method is not conducive to the holistic development of learners as it doesn’t show the whole picture of the learning activity.
SurveySensum
JULY 3, 2019
Engage them, listen to them, delight them and that’s how you turn them into your super-fans. Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants.
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
Gainsight
JULY 2, 2019
We live in a world where everyone is always on the go. Whether traveling for work, to conferences or out-of-town customer meetings, or balancing busy personal lives with family outings and errands, it can seem like there’s always something to do or somewhere to go. And as a customer owner responsible for ensuring that your customers realize tangible business outcomes with your product or service, this constant on-the-go lifestyle can mean additional stress and a plunge in productivity in managin
ModSquad
JULY 1, 2019
It’s impossible to talk about brand without talking about the customer experience. Maintaining your customers’ satisfaction with — and loyalty to — your brand requires your entire organization to focus on that end user. But it’s your customer support agents who are your front line in sustaining that loyalty. That’s no trivial task. When a consumer contacts an ecommerce retailer about an order problem, they expect the support agent to fully understand everything related to that order.
Myra Golden Media
JULY 1, 2019
A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. 1.
Totango
JULY 1, 2019
We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals. During this year we focus a lot on Customer Success Manager productivity and we just release Account Profile Links to enable them quick access to all systems. Keep reading to learn how this feature will enable your team to focus on the customer and deliver results.
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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.
Gainsight
JULY 2, 2019
This year at Pulse 2019, Gainsight officially made our biggest product announcement ever. We unveiled the Gainsight Customer Cloud that includes incredible products like CS, PX, CX, CDP and RO—all purpose-built to drive customer success across the entire company. But there’s one announcement that’s just as big of a deal that may have flown under the radar compared to the Customer Cloud: a deep integration with Microsoft Dynamics 365.
Heart of the Customer
JULY 4, 2019
I ran across a friend of mine on Tuesday who read my last post Is Your Customer Experience Program Making Your Customer Experience Worse? and she asked me, “Whatever happened?” Did you get your books? One of the most basic rules of story-telling is that you have to finish your story! Which I didn’t. So, […]. The post Epilogue to “Is Your Customer Experience Program Making Your Customer Experience Worse?
Chip Bell
JULY 2, 2019
In 1907, Carnation Evaporated Milk introduced a brand-new ad to promote its product, “made from contented cows.” Since I lived on a cattle farm and milked a cow twice a day for most of my teenage years, I thought a lot about the productivity of cows with high morale. Our cows never seemed to be very anxious. They pretty much grazed all day and slept all night.
CSAT.AI
JULY 3, 2019
Is AI still predicted to be contact center doom or boom? It depends on where you’re standing. Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Really? Sounds like a sci-fi logline. Industry people are in two camps about this whole AI in customer service thing.
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
ClientSuccess
JULY 1, 2019
If there is one thing customer success professionals know, it’s that ensuring customer satisfaction with a product or solution requires the attention and resources of far more than a single person. While a CSM may be ultimately responsible for retaining and growing his or her accounts, most organizations are on a mission to serve the end customer, and therefore every department – from Finance to HR to Marketing to Product Development – should hold responsibility to some degree for customer succe
Heart of the Customer
JULY 1, 2019
We launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. My tracking information showed they had been delivered, but nobody knew where they were. The hotel recommended I call USPS to ask who signed for the […]. The post Is Your Customer Experience Program Making Your Customer Experience Worse?
Totango
JULY 2, 2019
These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business. The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them.
Confirmit
JULY 4, 2019
I don’t know about you, but in my experience the networking at events are often pretty awkward. Lots of shuffling about half-making eye contact and then being ridiculously grateful when you’re called back to the presentations where you can sit down again. That was not the case at last week’s Confirmit Customer Experience Summit in London last week.
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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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