Intercom, Inc.

SEPTEMBER 28, 2021

As Intercom grows, we’re moving into new markets and serving new customers. For product managers, this means evolving to build for upmarket companies while ensuring Intercom’s long-standing customers remain at the center of what we do. Product management varies depending on your industry, company stage, company leadership, or teammates. But one thing is consistent across every product management role – a deep focus on the customer. .

Legal 249

Legal Healthcare Compliance Sales 249

Adrian Swinscoe

OCTOBER 1, 2021

Today’s interview is with Pierce Buckley who is an automation and CX expert plus the CEO and Co-founder of babelforce. Pierce joins me today to talk […]. The post The only thing that limits you on a no code platform is your imagination – Interview with Pierce Buckley of babelforce first appeared on Adrian Swinscoe.

CX 190

CX 190

ECXO

SEPTEMBER 28, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. eCXO day: Ron Kaufman, one of the best CX and EX Speakers around the Globe number one Guru presenting in the ECXO. Ron Kaufman, one of the best Customer and Employee Experience and Services Doers and Speakers around the globe, will present for the –>eCXo Day, an open-access community for your business and skills. — When: October 6th at 2 pm CET Join us in the open-access Euro

CX 156

CX Technology Technology Customer Experience 156

Shaun Belding

SEPTEMBER 28, 2021

Organizations that deliver outstanding customer service have one thing in common: Clear, consistent, customer-focused messaging throughout the organization at every level. It is a standard of performance by which everyone is measured. It is non-negotiable, and no-one is above it. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 162

Customer Service 162

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

Customer Satisfaction

Intercom, Inc.

SEPTEMBER 30, 2021

? ?. For Rebecca Egger, the CEO and co-founder of Little Otter , a mental health service designed for children, digital transformation will play a crucial role in scaling healthcare. That approach is already being rewarded and recognized – Rebecca was recently named on Inc Magazine’s influential Female Founders 100 list for 2021. Rebecca has a background in astrophysics and computer science and spent many of her formative years looking at gamma-ray bursts and supernovas, but eventually, e

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Inside Customer Service

SEPTEMBER 30, 2021

Many trainers are familiar with the acronym KSA. It stands for the three things that training can develop: Knowledge Skills Abilities Training can help improve performance if someone lacks one of those three things. Knowledge is generally understood as information, such as the steps in a procedure or different product attributes. But what about skills and abilities?

Customer Service 144

Customer Service 144

Shaun Belding

SEPTEMBER 30, 2021

People who are self-absorbed, narcissistic and either oblivious or uncaring about the people around them don't last very long in a customer service environment. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Service 140

Customer Service 140

Intercom, Inc.

SEPTEMBER 29, 2021

It’s more evident than ever that the key to strong, scalable customer support that both delights your customers and moves the needle for your business boils down to one thing: creating a support experience that strikes the right balance between being personal and efficient. If your support team is answering question after question as they roll in, scaling your support and driving bottom-line business impact will be a challenge.

Customer Loyalty 193

Customer Loyalty Technology Technology 193

Customer Think

SEPTEMBER 27, 2021

AI has progressed significantly since then, and it is now employed in a wide range of applications. FinTech are particularly interested in it, either to develop it or to utilise it themselves, because it has so many useful applications. Traditional financial services have traditionally dealt with huge amounts of data that must be processed with […].

ML 145

ML AI Technology Technology 145

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

Technology 136

Technology Technology 136

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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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Shep Hyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

Customer Service 138

Customer Service Technology Technology Start-ups 138

Myra Golden Media

OCTOBER 1, 2021

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Customer Experience 124

Customer Experience 124

Customer Think

SEPTEMBER 29, 2021

Your call center agents are the lifeblood of your contact center. They have a huge responsibility to represent your brand during a customer’s time of need and frustration, all while actually solving a customer service issue in real-time. Now that’s a tall order. Whatsmore, positive and negative experiences with your call center agents have a […].

Contact Center 141

Contact Center AI Customer Service 141

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.

Engineering 126

Engineering Start-ups Scorecard CRM 126

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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.

AI

Shep Hyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Hospitality 137

Hospitality Hospitality Manufacturing Retail 137

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

Contact Center 100

Contact Center Gaming Customer Service Customer Satisfaction 100

Customer Think

SEPTEMBER 27, 2021

It feels like we just started planning our marketing strategy for 2021, but here we are, getting ready for 2022. If you’re like most people, your goal is to start the new year strong with robust marketing strategies designed to help you secure more leads, sales, and engagement. The various evolutions in technology, business models, […].

Sales 139

Sales Technology Technology 139

Steven Van Belleghem

SEPTEMBER 29, 2021

Follow the data. Predicting and managing the supply chain in the most accurate and efficient of manners, became an enormous asset to offer the best customer experience in the COVID-19 era. And so the retail giant has successfully invested a lot in creating an intelligent flow in a fully integrated data system. An example are the “internet of things” sensors across over 2,200 trailers to give real-time information around the quality and freshness of its deliveries.

CX 123

CX Healthcare Retail Innovation 123

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.

AI

Shep Hyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C CX B2B Customer Experience 103

Customer Think

OCTOBER 1, 2021

The saying “The customer is always right” remains true; Keeping customers happy is a crucial part of any business. One of the best ways to stay in tune with your customers is by nurturing the customer experience. Understanding customer experience can be a transformative tool that will help you cater to your customer’s needs. Customer […].

Customer Experience 137

Customer Experience Customer Loyalty 137

Shaun Belding

SEPTEMBER 27, 2021

Here are five books that can help you boost your customer service skills and improve your relationship with your customers.

Customer Service 113

Customer Service Customer Experience 113

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 Experience

Doing CX Right

SEPTEMBER 26, 2021

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

Social Media 111

Social Media Customer Service Customer Relationship CX 111

Conversocial

SEPTEMBER 30, 2021

Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out. In the past 18+ months, consumer habits have shifted overwhelmingly to the digital realm.

Start-ups 105

Start-ups Customer Relationship Customer Experience 105

Customer Think

SEPTEMBER 27, 2021

People searching for keywords and phrases related to your website or business on Google are potential buyers who are looking for solutions. Thus, having a robust SEO strategy to derive traffic to your site is a must. More than 65% of the buyers or customers don’t go past the first 5 Google search results and […].

129

129

Aquire

SEPTEMBER 30, 2021

In this digital era, ecommerce has become the most preferred shopping method for many people. The trend of ecommerce is continuously rising and it is showing no sign of slowing down. Online shopping is changing the way people purchase items. So to stay ahead of the competition it is necessary that you implement live chat for ecommerce to improve customer experience and drive more sales.

Sales 98

Sales E-commerce Social Media Customer Retention 98

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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.

AI

Logicalware

SEPTEMBER 28, 2021

If you manage a contact centre, then you know just how busy they’ve become this year. Customers are more demanding than ever. New channels have emerged. Teams are now working at home and in the office. Agent wellbeing has become a top priority. And the very role of the contact centre is evolving. It’s incredible to think (if you can find a spare moment, that is!

Customer Service 98

Customer Service Scorecard Construction Actionable Insights 98

Execs In The Know

SEPTEMBER 28, 2021

To many, AI is an intangible and mysterious concept. Because there is a lack of understanding about how it works, it can be impossible for business leaders to conceptualize the potential benefits. However, users of Intelligent Virtual Assistants (IVA) powered by Conversational AI observe a 64% greater year-over-year increase in annual company revenue while increasing customer profit margins by 64% as well, according to an Aberdeen report.

Technology 98

Technology Technology AI ML 98

Customer Think

SEPTEMBER 27, 2021

Over the past ten or so years, the term “customer delight” has become ubiquitous in customer experience and service organizations. Take a look at this very site: “Delighting the customer,” or some variation of those words, shows up in literally hundreds of CustomerThink articles. I remember one client who said, “If I want to be […].

Customer Experience 129

Customer Experience Customer Loyalty 129

Aquire

SEPTEMBER 28, 2021

The Net Promoter Score (NPS) is a popular metric that measures customer loyalty and satisfaction. It predicts customers’ impressions of a brand based on the likelihood of a positive recommendation. Businesses have long been crunching the numbers to calculate their NPS, but have they really been doing it right? To help you measure and improve NPS effectively, we put together a guide.

Net Promoter Score 98

Net Promoter Score NPS Customer Satisfaction Customer Loyalty 98

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.

Technology