Sat.Sep 08, 2018 - Fri.Sep 14, 2018

article thumbnail

Top 5 Processes that RPA can Master Best

Uniphore

Top 5 Processes that RPA can Master Best. Today, RPA software is quickly becoming the most efficient and cost-effective method for organizations to attain, optimize and deploy information from any data source or application, including websites, desktop applications, and enterprise systems, boosting the speed of business processes and services without the need to replace or alter existing platforms.

article thumbnail

How Custom Bots can reshape your entire sales cycle

Intercom, Inc.

In many ways, how we do business today is a model of efficiency and convenience – people come to our websites and we sell to them. That interaction is increasingly being conducted over live chat , and at Intercom, we strive to make those interactions as personal as possible. As this mode of business has evolved, however, there are two unavoidable facts that we sometimes prefer to ignore.

Sales 144
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How Does Time Of Day Affect How Much We Sell?

Beyond Philosophy

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on.

article thumbnail

A Guide to Customer Satisfaction Metrics – NPS vs CSAT and CES

Retently

For every complaint you receive from a customer, there are approximately 26 other people who are unhappy with your company, but choose to say nothing. Those are clients you will most likely lose if you don’t take proper action, that is why tracking customer satisfaction metrics is critical. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online.

NPS 120
article thumbnail

From Curiosity to Competitive Edge: How Mid-Market CEOs Are Using AI to Scale Smarter

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.

article thumbnail

Steps to Create a Graded Quiz for Your Online Course

ProProfs

Whether you are an educational or a corporate trainer, you realize the importance of adding a certification feature to your online course(s). Earning certifications from online training programs is one reason why your learners pursue e-learning. Adding some form of examination or test to the online course plays a critical role in certifying your learner.

article thumbnail

The 3 core skills to master real-time selling

Intercom, Inc.

For a long time, many companies had only one way to capture visitors to their website: contact forms. Lengthy lead forms became the lifeblood of modern customer acquisition. But more and more businesses are starting to ask, why do we make people fill out forms just to talk to us? Why aren’t we trying to connect and speak with them when we have their attention?

Sales 132

More Trending

article thumbnail

How Retently Automated Customer Feedback Analysis Using MonkeyLearn

Retently

Our product team makes use of all possible means to get hold of actionable insights for roadmap improvements. At a first glance, relying on the input provided by the sales, marketing, and support teams might seem sufficient; however, we wanted to take the opportunity to use customer feedback to prioritize the product roadmap from a customer’s perspective as well.

article thumbnail

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S., which means it isn’t coming any time soon—at least not nationwide.

CX 83
article thumbnail

Break point: Product engineers and the pursuit of speed and safety

Intercom, Inc.

As engineers, one of the fundamental things we have to learn is the extent to which we can break things – how do we get the right balance between shipping safely and shipping fast? Before I joined Intercom, I thought of shipping as somebody’s else concern – I built things, but other people shipped them. It was a slow process, requiring a full team merging branches and deploying to production.

article thumbnail

When Traditional Classrooms Go Digital, Education Takes The Shape Of Blended Learning

ProProfs

You might be surprised to learn that modern technology does not replace the traditional methods. Instead, it works hard to find a new approach which is a perfect blend of old-school norms and modern teaching aids. Pretty contrasting to the popular belief, don’t you think? Yes, blended learning software is a progeny of the education system which has gone digital.

article thumbnail

A Roadmap For Modernization: How To Break Free From Your Monolith Before July 31, 2026

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.

article thumbnail

Do These 2 Things To Make Chat Interactions Pleasant and Easy

Myra Golden Media

When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat. Your customers like the ease of chat, too. But it’s not enough for the chat to be convenient and fast. You need to be creating rapport in conversation and speaking your brand voice.

article thumbnail

Why Customer Experience Management is Important

Fonolo

The global market has become a battle ground where brands fight to win consumers. From new entrants to established business houses and online giants, every organization is vying for a customer’s attention and his business. So, the consumer’s perception of a brand becomes vital to its survival, growth and success. Brand perception also translates into customer experience (CX).

article thumbnail

Do you have what it takes to succeed at CX?

Heart of the Customer

Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth. Access it here: How to Select a CX Platform for Maximum Impact. The post Do you have what it takes to succeed at CX?

CX 13
article thumbnail

Steps to Create a Graded Quiz for Your Online Course

ProProfs

Whether you are an educational or a corporate trainer, you realize the importance of adding a certification feature to your online course(s). Earning certifications from online training programs is one reason why your learners pursue e-learning. Adding some form of examination or test to the online course plays a critical role in certifying your learner.

article thumbnail

Next-Gen Cloud Contact Centers For Dummies®

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.

article thumbnail

3 reasons why you should collect and analyse customer feedback in real time 

Lumoa

How often should you collect customer feedback? This question is raised more and more often, especially now, in the “era of customer feedback”. In practice, many corporations survey all their customer base 1-4 times a year, bring the results to top management and then forget about it for the next 3-12 months till the next survey. They do this for many reasons, which are often very valid: they don’t want to trouble their customers too often, they need an annual customer metric to follow and utili

article thumbnail

5 Simple Changes You Can Make TODAY to Improve B2B Customer Retention

TeamSupport

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Maybe it’s just a few more positive reviews to hit a milestone or one more contract renewal to break even! Whatever your goal is, here are a few simple changes you can make immediately to improve your customer retention rate…. 1) Schedule recurring follow up appointments with customers – Many businesses alread

article thumbnail

ST Webinar [Webinar]

Fonolo

Artificial Intelligence (AI) has invaded our lives and is fundamentally redefining the way we work. Across industries, it is widely regarded as a tool for increasing efficiency, boosting productivity, and lowering costs. In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers.

article thumbnail

Totango Attends Chief Customer Officer Fall 2018 Conference

Totango

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity.

article thumbnail

Future-Proof Your Firm: Smarter Tech for Stronger Returns & Simpler Workflows

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!

article thumbnail

3 reasons to collect and analyse customer feedback in real time 

Lumoa

What is real-time customer feedback? Find out why you should collect and analyze customer feedback as it comes in real time.

article thumbnail

How to choose the best contact center software for your business

UJET

You're only as good as the tools in your toolbox.

article thumbnail

Big Ideas: Technology in Corporate Research

Confirmit

Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition… This on-demand webinar dives into some of the most interesting solutions used in Corporate Research, providing tangible examples and use cases showing how companies have leveraged technology to address some of their biggest business cha

article thumbnail

CSM from the Trenches: Mentors – Emilia Maria D’Anzica, Founder & CEO, Customer Growth Advisors

ClientSuccess

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.

article thumbnail

4 HR Priorities for 2025 to Supercharge Your Employee Experience

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.

article thumbnail

How to “Center” Your Business on Customer Experience Excellence

ClearAction

How to “Center” Your Business on Customer Experience Excellence Lynn Hunsaker. Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a clay pottery wheel explains: “The pot is only as true and as strong as the centering. This is a very critical step as it is the foundation of the pot.”[1] “The first thing a potter will tell you is that an uncentered piece is a worthless and ugly one.

article thumbnail

A New Website And A Whole Lot More!

Kerry Bodine

We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. The Always Up-To-Date Guide To CX Events: We’re aiming to deliver your definitive guide for customer experience networking and education.

article thumbnail

How to Reduce Customer Service Friction with Live Chat

Comm100

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can friction be defined? According to the Cambridge Dictionary, the word “friction” has two definitions: The force that works against an object as it slides along the surface of another object or moves through a liquid or gas; or. A disagreement or dislike caused by people having different opinions.

article thumbnail

How Two Leaders Use Customer Journey Mapping As a Tool to Unite Leadership and Address Customer Retention Concerns

Customer Bliss

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. In today’s episode, we’re continuing the conversation around journey mapping by revisiting two conversations I’ve had with previous guests on the show.

article thumbnail

From Rigid To Resilient: Why Enterprises Need Modular Commerce Now

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.

article thumbnail

Transforming Your Culture with the Help of a Culture Committee

CX Journey

Image courtesy of Pixabay What is a Culture Committee? And do you need one? (The short answer is "Yes!") Last month, I wrote a two-part series about how to stand up your team of CX Champions. Without a doubt, they are an important part of the customer experience transformation governance structure and transformation success. Another team that's important to your transformation is a Culture Committee.

article thumbnail

A New Website And A Whole Lot More!

Kerry Bodine

We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of journey managers. Download it now. The Always Up-To-Date Guide To CX Events: We’re aiming to deliver your definitive guide for customer experience networking and education.

article thumbnail

If someone asked what is a good NPS score for companies in our space, what would you say?

Waypoint Group

What’s a good NPS score? How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say something like “30” but it’s not that easy in B2B. The key metric, especially for growing B2B companies, should be an accelerated rate of profitable growth. When it’s trending up, NPS should be a leading indicator of expansion opportunities, reduced churn, lower cost to serve, and a higher volume of prospects in the top of the funn

NPS 40
article thumbnail

The Critical Conversation You MUST Have When Developing Your Customer Journey Map

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.

article thumbnail

Case Study: Key Insights on Wait Times and Customer Service

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.