CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Social Media 208

Social Media Customer Experience CX Customer Journey Map 208

Callminer

OCTOBER 21, 2019

These expert tips and best practices will help you choose the best outsourced call center services for your company’s needs.

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Lumoa

OCTOBER 21, 2019

Customer Experience 158

Customer Experience 158

Intercom, Inc.

OCTOBER 22, 2019

If you are new to sales management, it can be hard to know what concrete steps you can take to improve your skills, be recognized, and eventually, rise to a senior leadership role. Sales managers looking to stand out among their peers would do well to focus on four things: prioritizing work that will move the needle, making sure the right people are on their team, thinking about initiatives that will improve the business (not just themselves and their reps), and developing a solid decision-makin

Sales 123

Sales Finance Start-ups B2B 123

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Social Media 182

Social Media Customer Experience CX Customer Journey Map 182

Beyond Philosophy

OCTOBER 25, 2019

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.

Hospitality 104

Hospitality Hospitality Technology Technology 104

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.

Real Estate 74

Real Estate Customer Experience NPS CX 74

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.

Social Media 140

Social Media Customer Experience CX Customer Journey Map 140

Beyond Philosophy

OCTOBER 25, 2019

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.

Customer Loyalty 100

Customer Loyalty Customer Experience Sales 100

Fonolo

OCTOBER 24, 2019

While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an Accenture study , consumers’ top two complaints were: Having to contact customer service multiple times; and.

Contact Center 75

Contact Center Social Media Customer Satisfaction Education 75

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

ClearAction

OCTOBER 19, 2019

Lorsqu’on ne trouve plus les mots pour exprimer sa tristesse et son deuil, il est d’usage de se tourner vers les fleurs, avec leurs couleurs et leurs significations si puissantes. Depuis le rituel des funérailles jusqu’aux bouquets de fleurs envoyés par les proches en témoignage de soutien, les fleurs permettent d’honorer la mémoire du défunt. Reste à savoir quelles fleurs choisir pour un service funéraire.

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TeamSupport

OCTOBER 25, 2019

You get a support call escalated to you one minute, your boss tells you to call a different customer the next, and a few minutes later three new tickets hit your inbox, all with totally different issues. How do you and your team stay organized with your tickets when they’re flying in from everywhere?! If all customer problems came in through a single channel, such as email, it would make organizing and keeping track of your tickets so much easier.

B2C 60

B2C B2B Start-ups Customer Satisfaction 60

Beyond Philosophy

OCTOBER 22, 2019

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.

Government 92

Government Customer Loyalty Customer Experience 92

Heart of the Customer

OCTOBER 24, 2019

A few months ago, I was interviewing a Senior VP customer of my client, and asked her, “Do you have a relationship with [my client]?” She replied, “Well, yes, we have a commercial relationship…” I cut her off (probably a bad thing to do in an interview!) and said, “I’m sorry, I didn’t explain myself well. […]. The post In CX, Relationships Matter appeared first on Heart of the Customer.

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CX Voice of the Customer Customer Experience 60

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.

Actionable Insights

Myra Golden Media

OCTOBER 23, 2019

Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter. Floored by the blatant dismissal dis, yet urgently needing a black dress, I made my way to the Ponte sheath black dress I’d seen on the chain’s website.

Customer Experience 59

Customer Experience Customer Service 59

CSAT.AI

OCTOBER 23, 2019

Humanity loves to ask questions. Our curious nature has taken us as far as the moon and as deep as the quantum world. Some of our questions are much simpler, like how do I turn this thing on? (Admit it. We’ve all asked that question.) For customer service questions one of the most powerful tools is the FAQ. A Touch of History. Whether you say “F-A-Q” or “FAQ”, most people will know what you mean.

Customer Service 52

Customer Service Sentiment Analysis Government Contact Center 52

Steven Van Belleghem

OCTOBER 20, 2019

Two-way door innovation. About 99% of all customer improvements function like two-way doors. This means that the impact of a possible failure of this type of small-scale experiments will always be so low that you’ll be able to retrace your footsteps – and go back through the door – without losing face, heaps of money and – worst of all – customers.

Innovation 52

Innovation Customer Experience Social Media 52

ClientSuccess

OCTOBER 21, 2019

The customer service industry is constantly changing. For CSMs in the SaaS industry, the same metrics that guided decision making and strategy even a few years ago aren’t cutting it anymore. Because customer success trends are rapidly coming and going, customer success leaders must keep their eyes open for the latest and greatest thought leadership. .

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NPS Innovation Customer Satisfaction Customer Service 49

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

Totango

OCTOBER 22, 2019

Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life. And loyal customers are incredibly valuable, as they often spread positive word-of-mouth about your company and help secure future revenue.

Customer Feedback 49

Customer Feedback Customer Relationship Customer Retention Customer Loyalty 49

Customer Bliss

OCTOBER 23, 2019

In my 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. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.

Business Growth 48

Business Growth Start-ups Customer Experience CX 48

Confirmit

OCTOBER 23, 2019

…Wait, that’s not right. I meant Insurance Experience. Earlier in the month, we held our 6 th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. We truly had a blast this year where the overall theme was revolutionizing the insurance experience. At Confirmit, we love talking about experience.

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Contact Center Innovation Voice of the Customer CX 40

ClientSuccess

OCTOBER 22, 2019

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.

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

Hodusoft

OCTOBER 23, 2019

The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. Customers no longer turn to travel agents for advice, tips and to find the right service. They go on internet searches, on social media and expect to find the best. They use mobiles and they use desktops.

Contact Center 40

Contact Center Omnichannel Social Media CRM 40

Chip Bell

OCTOBER 22, 2019

My granddaughters are in the annual early October throes of deciding on a costume for this coming Halloween. It is a chance for imagination and competition! Wonder Woman and Mal from Descendants, even Jasmine from Aladdin, are getting extra nods. It all made me think about what costume I would don. Here is a peephole into my admittedly sinister mind.

Social Media 40

Social Media Customer Experience Customer Satisfaction Innovation 40

Confirmit

OCTOBER 22, 2019

With increasing pressure on Market Researchers to show quick top-level insights, efficiency is everything, and while the industry is rightly focused on speed, quality shouldn’t be sacrificed in its favor. Recently, Confirmit launched our brand new Fieldwork Reporting capability , providing out-of-the-box reporting with just one click. In this post I’ll explore some of the core features and benefits for our users.

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Sales Technology Technology 40

ClientSuccess

OCTOBER 22, 2019

As a CSM or customer success team manager, you’ve probably heard the term ‘customer advocacy’ tossed around a time or two. There’s no denying that this customer engagement trend is here to stay. Although they are true champions of your brand and your product, advocates are definitely shaking things up in the CSM world. . Advocates are extremely well-versed in the products and solutions they use because they are working in them day in and day out.

Social Media 40

Social Media Start-ups Gaming Sales 40

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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.

VOC

Qualtrics

OCTOBER 24, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Liching’s “Why Qualtrics” story. To understand why I do what I do, I think you first need to understand what I like to do. I like to cultivate new relationships, try new things and explore new places. Why I do this is fairly simple: my family and friends are my world.

Technology 37

Technology Technology Start-ups 37

SugarCRM

OCTOBER 24, 2019

Choosing a marketing automation platform , either to transition to or adopt for the first time, is a scrupulous task. It’s important to choose the solution that best fits your needs. Many of the enterprise solutions on the market boast a variety of bells and whistles and it’s easy to get caught up in the magical promise that they often fail to deliver on.

CRM 36

CRM Sales Customer Experience 36

Intercom, Inc.

OCTOBER 22, 2019

Good onboarding isn’t just about introducing new signups to your product’s features – it’s a continual process of guiding people towards success with your product. That long-term focus on ensuring people find success with your product should lead to higher customer retention, which is the foundation on which thriving businesses are built. As our Co-founder and Chief Strategy Officer Des puts it, “ customer retention is the new conversion. ”. “It’s important to have a solid strategy in plac

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Start-ups Customer Retention Touchpoint Education 200

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house. When it comes to choosing a call center service, that choice becomes even more difficult.

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Contact Center Healthcare Sales AI 203

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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.

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