Intercom, Inc.

AUGUST 14, 2018

The first law of content marketing is that publishing is an expensive business. No matter how hard you try to circumvent it, the first law will always come back and bite you. One common approach is to outsource content production, which can be cheaper in pure monetary terms. But unless someone, preferably an editor or with some editorial skills, is closely managing that process you’ll end up paying more for it in the long run.

Non-Profits 182

Non-Profits Sports Gaming Start-ups 182

Beyond Philosophy

AUGUST 16, 2018

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me.

Net Promoter Score 184

Net Promoter Score NPS Customer Experience Customer Retention 184

CX Accelerator

AUGUST 16, 2018

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated. Our wonderful members have shaped it into a fountain of knowledge and encouragement.

CX 140

CX Social Media Gaming Innovation 140

Uniphore

AUGUST 14, 2018

Traditional RPA vs Customer Service RPA. As we move into the era that is attempting to leverage artificial intelligence and machine learning more and more, one emerging technology gaining momentum is RPA - robotic process automation. While most businesses are already familiar with RPA in a generic sense, as an automation solution for backend processes, a new form of RPA is arising on the front end , one who is delivering effective, cost-saving solutions to customer service technological and oper

Artificial Intelligence 124

Artificial Intelligence Customer Service Machine Learning Technology 124

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.

AUGUST 13, 2018

Growing up, I was surrounded by video games. In my house, we had the NES, Nintendo 64, Game Boy and a bunch of PC games. I would play video games for hours on end, only stopping for the odd toilet break. But as my love of gaming grew, it became obvious that I wasn’t drawn to the typically popular action or racing games. Instead of Half-Life or GoldenEye, I was drawn to simulation games such as SimCity , The Sims and Theme Hospital – titles that rewarded strategy over speed, patience over practic

Gaming 163

Gaming Hospitality Hospitality Start-ups 163

Heart of the Customer

AUGUST 13, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […].

Customer Experience 108

Customer Experience Finance Voice of the Customer B2B 108

Uniphore

AUGUST 16, 2018

Are Robots Replacing Humans? Are robots replacing humans? The proposed question sounds cliché, but it’s a relevant one for many enterprises today. It’s particularly relevant for the individuals responsible for vetting and choosing contact center technology solutions. Because they have a deep understanding of the technology stack, and thus for the people using it, they are more aware than most of those who may be replaced by robots.

Contact Center 113

Contact Center Technology Technology 113

Intercom, Inc.

AUGUST 15, 2018

On day one as Reddit’s new VP of Engineering, Nick Caldwell faced a dilemma. He had just spent 13 years at Microsoft, most recently as the head of 300 engineers. At Reddit, he led a team of 35 – none of whom knew how to manage other engineers. He had to quickly determine which team members displayed a potential for leadership and teach them the fundamentals of management so they could make new hires and scale – without ruining the culture.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

ProProfs

AUGUST 13, 2018

A decade ago who would have thought that m-learning is going to sell like hotcakes? But, the present scenario narrates a completely different story. The advent of digital media and smartphones have contributed towards breaking new grounds for the entire education and training sector. The corporate world stands to benefit more especially when training through the learning management system was introduced.

Education 96

Education Technology Technology Sales 96

Fonolo

AUGUST 16, 2018

Stop me if you’ve heard this one: What a world we live in. Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really. Recent, domain-shifting global crises and changes in our behavior as a people have demanded some navel-gazing.

Customer Service 86

Customer Service Social Media CX Technology 86

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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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C3Centricity

AUGUST 13, 2018

What is the secret to success in business? That’s easy! It’s how well you know the competition. Alright, maybe this is a slightly over-simplified perspective, but it always surprises me how many companies work with a primarily internal focus. I have written many posts about knowing your customers, such as “Why Customers Are The Answer To All Your Problems (If You Ask the Right Questions).” Watching and listening to them in order to fully understand their rational needs a

Start-ups 48

Start-ups Social Media Sales 48

Intercom, Inc.

AUGUST 15, 2018

For product teams, complexity is a dirty word – it’s the anti-goal. You can call it “flexibility” to make it sound better, but it raises the same problems: hard to design, hard to explain, hard to use and hard to maintain. Our early offerings for chatbots deliberately avoided all that. But to make our bots do the jobs our customers needed, we had to let go of our earlier opinions.

Start-ups 138

Start-ups Sales 138

Return Customer

AUGUST 15, 2018

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones. To someone who sees this as generic data, the implication is that a customer would propagate a poor experience to approximately 40% more people than a good experience. This confirms the psychological phenomenon that negativity garners more lasting responses than positivity.

Customer Satisfaction 71

Customer Satisfaction Sales Customer Retention Customer Service 71

Fonolo

AUGUST 15, 2018

Whether we’re talking about relationships, leisure, or work, gender differences play a significant role in the way we interact with the spaces and places around us. It is, after all, a marker of identity that helps us make sense of ourselves, and the world. The way we engage with or provide customer service is no exception to that. The hard truth is: Perceptions and gender, and gendered consumer habits, are real.

Customer Service 69

Customer Service Contact Center Customer Satisfaction Gaming 69

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

DMG Consulting

AUGUST 13, 2018

Question: How do omni-channel contact centers route interactions? Answer: In an omni-channel contact center, interaction routing is centralized and agents have a comprehensive view of what happens with customers across all channels. In these environments, companies have one unified system that receives, queues, and routes all types of interactions, and is smart enough to identify who is reaching out and the best way to handle each contact.

Contact Center 59

Contact Center Legal Social Media Compliance 59

Intercom, Inc.

AUGUST 17, 2018

In advertising, a one size fits all strategy is too broad to be truly effective. One size ends up fitting none. If you drive all of your paid traffic to your homepage it’s likely you’re missing out on high intent conversion opportunities. As advertisers, we know who we’re serving ads to, so we have everything we need to create personalized experiences catered to our audiences’ interests, pain points and solutions.

Sales 136

Sales Engineering Start-ups 136

TeamSupport

AUGUST 17, 2018

Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.

Customer Satisfaction 45

Customer Satisfaction Start-ups Customer Retention Technology 45

Fonolo

AUGUST 14, 2018

As part of keeping up with the industry, we follow publically-traded companies for which the call center is a significant component of their business. Earnings time has come around again, so let’s see what can be discerned about the near term future of the sector. Given that this is just a blog post, consider it a casual review, focusing just on companies with recent interesting news.

Non-Profits 52

Non-Profits Contact Center NPS Customer Satisfaction 52

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

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. We chat about his progression from running a call center to becoming a CCO, and the work he’s done to get employees and leaders to view B2B operations as more than just a sales approach, but as an overall customer experience journey.

Customer Experience 44

Customer Experience B2B CX CX Transformation 44

ClientSuccess

AUGUST 14, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Start-ups 42

Start-ups Sales Customer Relationship 42

UJET

AUGUST 16, 2018

UJET brings home bronze with a Stevie for Tech Startup of the Year – Software.

Contact Center 56

Contact Center 56

TeamSupport

AUGUST 17, 2018

Technological advancements have created new ways to optimize customer service and increase sales. One of the most exciting developments over the past decade has been the live chat feature that has become a staple for most websites. With this feature, customers can ask questions before buying or get assistance with a product without the frustration of long wait times.

Customer Satisfaction 40

Customer Satisfaction Start-ups Customer Retention Technology 40

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

Customer Bliss

AUGUST 14, 2018

My book, Would You Do That to Your Mother? The “Make Mom Proud Standard” for How to Treat Your Customers , identifies behavior that grows businesses through actions that earn customer and employee admiration. These posts continue the learning for you with ongoing #MakeMomProud behaviors that you can learn from and emulate, with quick toolkits to assist you in your customer experience and culture transformation.

Entertainment 44

Entertainment Legal Start-ups CX 44

Help Scout

AUGUST 15, 2018

Checking boxes can never fully capture the complexity of our identities. To build an inclusive company culture, however, we need to understand how people from all backgrounds feel about their workplace, so we have to ask the questions. It’s been just over a year since Help Scout last conducted our first demographic survey and shared the findings publicly.

Legal 40

Legal Engineering 40

Confirmit

AUGUST 15, 2018

The whole point of advanced analytics is to tell a story that incites change in an organization from the top down. Executives have long relied on basic analytics to keep score and see where the business was tracking via key performance indicators (KPIs), but advanced analytics offers so much more. In this month’s installment of our Best Practices Series, you will find a primer on the power of advanced and predictive analytics to prove the why and how behind the data.

Predictive Analytics 40

Predictive Analytics Customer Experience Voice of the Customer CX 40

CX Journey

AUGUST 15, 2018

Image courtesy of Pixabay Do you know the power of storytelling? And do you use it in your customer experience transformation efforts? Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could.

Transportation 36

Transportation Customer Experience 36

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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

SugarCRM

AUGUST 15, 2018

Today, I am proud to announce a huge milestone in the SugarCRM journey – a partnership that will take SugarCRM, and the CRM industry, to new heights. Following several years of significant growth, increased market recognition and high customer satisfaction, SugarCRM has secured a strategic and substantial investment from a top-tier investment firm, Accel-KKR.

CRM 36

CRM Machine Learning Innovation Customer Retention 36

Help Scout

AUGUST 13, 2018

If you have more than five customer support agents and thousands of customer conversations per month, you may feel anxious about your lack of insight into the quality of all those interactions. Interaction reviews — a quality assurance process for customer support — can relieve that anxiety. Your company is growing like wildfire, together with your support backlog.

Start-ups 40

Start-ups Engineering Sports Construction 40

1 to 1

AUGUST 15, 2018

If you believe the hype about the Internet of Things (IoT), we are entering a world that’s seamlessly connected. From smart homes and wearables to connected cars and smart cities, the IoT enables innumerable ways for devices to share data and handle tasks on our behalf. But what happens when the system breaks? Who’s responsible for providing customer care when multiple devices automatically “talk” to one another but are vulnerable to equipment failures, cyberattacks, and connectivity i.

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CX Journey

AUGUST 17, 2018

Image courtesy of Calabrio Did you know that data is a critical component of your journey maps? I've written a lot about journey maps and journey mapping over the last several years. I've also written about the importance of data to the journey mapping process, even noting that "data has no place in journey mapping" as one of my myths about mapping.

Contact Center 34

Contact Center Customer Experience Customer Service 34

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