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 […].
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.
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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
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.
Speaker: Joe Wroblewski, Sales Engineer Manager
Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te
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
Beyond Philosophy
AUGUST 17, 2018
Colin Shaw and Prof. Ryan Hamilton discuss how to understand the rules of customer decision making. If you don’t know how customers make decisions you cannot influence them to best effect. Explore the decision-making process and listen for actionable advice you can use today. The post Understanding the Rules of Customer Decision Making appeared first on.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Retently
AUGUST 15, 2018
Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. As for why great customer service has become so important, just consider the following: 82% of consumers are likely to leave your brand because of the service they get , not your pricing or products.
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.
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.
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.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
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
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.
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.
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.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
UJET
AUGUST 16, 2018
UJET brings home bronze with a Stevie for Tech Startup of the Year – Software.
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.
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.
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.
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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.
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.
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.
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.
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.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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