Callminer

MARCH 24, 2019

The event featured speakers from CallMiner experts and customers Cabot and DLG who shared their stories of analytics success.

CX 182

CX 182

Intercom, Inc.

MARCH 25, 2019

We’ve all signed up for a product only to realize a few months later that it didn’t quite fit our needs. Think about that gym membership you bought in January you’re still paying for even though the last time you went to the gym was in early February. We remember how easy it was to sign up for the one week free trial on the gym’s website. But to actually cancel, you have to find a phone number, wait on hold, give your membership number and finally pay an exit fee before you can put an end to you

Construction 183

Construction Sales Customer Feedback Customer Experience 183

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Gambling 143

Gambling Start-ups Education Customer Experience 143

Fonolo

MARCH 26, 2019

While on a call with a customer, the language used is incredibly important. Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.

Hospitality 127

Hospitality Hospitality Omnichannel Technology 127

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Customer Experience

Taylor Reach Group

MARCH 26, 2019

By Turaj Seyrafiaan. In the recent years, First Call Resolution (FCR) has become a buzz word in the contact center industry! Everyone is talking about it and it appears that everyone is working on improving the results in their center. Everyone agrees that this is an important aspect of a contact center, however, many organization still struggle with the basic definition and measurements of FCR and we all know that if you cannot measure it, you cannot improve it!

Contact Center 112

Contact Center Customer Satisfaction Legal Start-ups 112

Heart of the Customer

MARCH 28, 2019

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. The post Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?

Voice of the Customer 89

Voice of the Customer Customer Journey Map CX Customer Experience 89

Fonolo

MARCH 25, 2019

One thing is clear: Everyone is talking about artificial intelligence (AI) these days. If you look at searches and mentions of AI online, you can see a clear exponential trend. While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. This is also evident in the customer service space, where interest in popular AI tools (like chatbots) has grown.

AI 70

AI Artificial Intelligence Contact Center Machine Learning 70

Taylor Reach Group

MARCH 29, 2019

By Peg Ayers. Customer Experience (CX) can differentiate your company from your competitors. An effortless Customer Experience creates loyalty for your brand. Your customers could be yours for a lifetime! You know how much that’s worth to your organization. You want to provide the best Customer Experience possible. But how? Perhaps you’d like to investigate the Customer Experience for your organization, but you don’t have the time or resources right now to do extensive surveys and customer focus

Customer Experience 90

Customer Experience Close the Loop Start-ups CX 90

Customer Bliss

MARCH 26, 2019

I’ve been so pleased with the response to my recent video on looking ahead at the state of customer experience, which sparked a lively conversation on LinkedIn and gotten more than 13,000 views so far (wow!). Since I’ve received so many thoughtful comments and questions especially about the work of leading the experience practice in various organizations, I wanted to share a few of my favorite lessons that I’ve gleaned over the years. 1.

Customer Experience 72

Customer Experience 72

Beyond Philosophy

MARCH 29, 2019

Brand Or Customer Experience – what comes first? The ubiquity of brands is undeniable. With the constant exposure to them, we all feel like we know what a brand is. However, when we are asked to explain it, we often fumble. In fact, it is remarkable just how different our answers are. It seems as if no one really knows what a brand is at all. Branding is imperative to having an outstanding Customer Experience.

Customer Experience 114

Customer Experience Customer Loyalty CX 114

Speaker: Jason Cottrell and Brian Walker

Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.

Customer Experience

Totango

MARCH 26, 2019

In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. Now, drones can deliver items purchased on Amazon to your door. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen.

Customer Satisfaction 66

Customer Satisfaction B2C B2B Education 66

Myra Golden Media

MARCH 25, 2019

Let me ask you something. If you’re pissed off at your partner, and you’re yelling, maybe even cursing, and in response they say… nothing. How do you react? Do you calm down? Or does their silence make you more intense? Me? I talk more. Louder. My attitude gets fierce. What I don’t do is back down or tranquilize. Turns out, if you give your customers the silent treatment when they’re going off on you, they can get fierce, too.

Customer Service 66

Customer Service 66

Customer Service Life

MARCH 28, 2019

This article was originally published on the ICMI blog on January 24, 2019. Click here to read the original post. When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” This, of course, could refer to anything from catching a salmon to illegally catching someone’s credit card information.

Contact Center 60

Contact Center Close the Loop Engineering Customer Satisfaction 60

UJET

MARCH 28, 2019

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.

Customer Satisfaction 56

Customer Satisfaction Customer Experience 56

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

The DiJulius Group

MARCH 27, 2019

The Rapid Decrease In Value Of Professional Expertise One result is the commoditization of professional knowledge. For decades, professionals were able to charge premium fees for their expertise, which was considered a rare and valuable skill. As a result of living in a world with access to the internet, the value of expertise in many. Read Full Article.

Customer Experience 58

Customer Experience 58

Fonolo

MARCH 28, 2019

Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often face is dealing with unpredictable spikes in call volume. Sometimes the causes of call spikes are understood, even anticipated. Yet, in many cases, these periods of peak call volume come as a real shock to everyone in the contact center. For example, a marketing event promoting a product sale would be an easy predictor for an influx in calls, whereas an unexpected power outage or sudden b

Contact Center 52

Contact Center Customer Expectations Technology Technology 52

CSAT.AI

MARCH 27, 2019

Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they can be around for another hundred years. Remember Me for Centuries. The Globe and Mail is a 175 year old newspaper in Canada that has evolved and diversified to maintain a foothold in the modern digitized information economy.

Customer Experience 52

Customer Experience Sentiment Analysis Technology Technology 52

Steven Van Belleghem

MARCH 24, 2019

Trying on virtual glasses with Warby Parker. Eyewear retailer Warby Parker – often listed as one of the most innovative companies – recently added a new feature called “Virtual Try-On” in its mobile app for those iPhone devices equipped with Face ID (X, XR, and XS). Customers can put the camera into selfie mode and select frames to check out in real time how these look on them.

E-commerce 52

E-commerce Customer Experience Retail Social Media 52

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CX Journey

MARCH 27, 2019

Image courtesy of Pixabay Do employees believe in the core values? Do they even know their company's core values? Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong. Everything you do must be aligned with your core values, and core values should be integrated into everything you do.

Start-ups 59

Start-ups CX 59

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b

Start-ups 52

Start-ups Management Consulting CX Engineering 52

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.

Start-ups 46

Start-ups Customer Expectations Customer Service Customer Experience 46

TeamSupport

MARCH 29, 2019

As a SaaS company grows, customer success becomes even more important. Defined as doing everything in your power to ensure customers are successful with your business, creating a thriving customer success program and team doesn’t happen overnight. But, if you’re a SaaS company and you’re doing great without a success team, why should you care? Let’s look at the future of SaaS customer success and why it’s become a focus for so many companies….

Technology 45

Technology Technology Customer Relationship 45

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

ProProfs

MARCH 28, 2019

You don’t build a business. You build people, and people build the business. – Zig Ziglar, American author, salesman, & motivational speaker. Did you know that 94% of employees would stay in a company longer if it invested in their career? Leadership, communication, collaboration, and role-specific skills are some of the workplace skills that organizations put emphasis on during learning & development programs.

Compliance 45

Compliance Government Start-ups Education 45

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.

Customer Service 40

Customer Service 40

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.

Start-ups 40

Start-ups Customer Expectations Customer Service Customer Experience 40

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. Having achieved steady improvement in customer engagement and sentiment with the same accounts and contacts over time (longitudinal trending), they wanted to leverage TopBox to predict future growth for better financial management: What rate of growth could they expect from the existing customer base?

NPS 40

NPS B2B Customer Feedback VOC 40

Speaker: Blackberry, OSS Consultants, & Revenera

Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?

Technology

ProProfs

MARCH 28, 2019

You don’t build a business. You build people, and people build the business. – Zig Ziglar, American author, salesman, & motivational speaker. Did you know that 94% of employees would stay in a company longer if it invested in their career? Leadership, communication, collaboration, and role-specific skills are some of the workplace skills that organizations put emphasis on during learning & development programs.

Compliance 40

Compliance Government Start-ups Education 40

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. For instance, in 2013, Gallup Research found that more-engaged employees have 21% higher productivity, 37% less absenteeism, and 41% fewer quality defects.

Customer Experience 40

Customer Experience 40

Chip Bell

MARCH 26, 2019

I do not understand the lyrics in the hit song Bohemian Rhapsody. The music is terrific and I am a major Queen fan. But off the beaten path words like Scaramouch, Bismillah, and Fandango are not in my everyday vernacular. Yet, their hit song Radio Ga Ga is one I completely get. Since everything I see in the world is a likely metaphor for customer service, I could not go very far with “Mama just killed a man!

Customer Service 40

Customer Service Innovation Customer Experience 40

Help Scout

MARCH 24, 2019

At first glance, the concept of “human-centered customer support” might appear somewhat redundant. Of course people are at the center of customer support. People are buying products; other people are supporting them. Why even make note of it? But consider all the times you’ve received dehumanizing service from a company that prioritizes nickel-and-diming their customers over delivering a positive customer experience.

Retail 40

Retail Customer Service Customer Experience 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail