Intercom, Inc.

AUGUST 11, 2020

In the past few months, the world has changed in many ways. The Black Lives Matter movement has sparked a much-needed dialogue about diversity and inclusion in the workplace. Intercom has responded by hiring a diversity and inclusion consultant, updating our recruitment strategy and hiring practices to reduce bias, scheduling allyship training for all employees, and amplifying Black voices in our podcast and blog.

Engineering 289

Engineering Start-ups Education 289

Callminer

AUGUST 10, 2020

When it comes to managing a contact center, you should never take a risk in regards to regulatory compliance. Here is a look at eleven compliance acts that contact centers should be aware of.

Compliance 232

Compliance Contact Center 232

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. . Lucid bridges the gap between global questions and human answers by connecting buyers and sellers in one central location for survey sample groups.

Voice of the Customer 157

Voice of the Customer Start-ups Sales Customer Feedback 157

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 12, 2020

Today we’re announcing Intercom’s biggest ever launch, with more than 20 new features built to ensure you can provide prompt, personal support without sacrificing power or efficiency. These new features come in the midst of an epic revolution in the way business is being conducted. Multiple industries are suddenly forced to move operations online, and support teams are at the forefront of this transformation – battling every day to deliver excellent, fast customer service, while facing an unprec

Start-ups 249

Start-ups Customer Experience Customer Service 249

Taylor Reach Group

AUGUST 13, 2020

By Turaj Seyrafiaan. In the past 25 years I have visited hundreds of contact centers and have spoken to many contact center directors. Beside all the typical operational issues, one subject comes up frequently; contact center management feeling that the rest of the organization does not appreciate what the contact center does. In fact, one manager half-jokingly said: “ We get no respect ”!

Contact Center 150

Contact Center Customer Loyalty CX 150

Fonolo

AUGUST 13, 2020

Why do we treat call center overwhelm like a necessary evil? Times have changed, and the call center industry with it. Our phones no longer have cords, the internet exists, and agents no longer have to be tethered to the office. And what’s more, there’s technology — fantastic software that helps you track everything from customer touchpoints to customer feedback.

Contact Center 148

Contact Center Omnichannel Touchpoint Social Media 148

Intercom, Inc.

AUGUST 13, 2020

Yesterday we launched powerful upgrades to the Intercom platform for support teams. Teams can now use Intercom to efficiently provide conversational support for all types of questions, from simple ones to the most convoluted ones. This launch is a meaningful one for us because our Support team partnered hand in hand with the Product team to develop many of the features.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

Doing CX Right

AUGUST 11, 2020

CX 126

CX 126

Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.

Government 128

Government CX Customer Experience 128

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Lumoa

AUGUST 10, 2020

Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.

Customer Service 113

Customer Service Customer Experience Customer Loyalty 113

Intercom, Inc.

AUGUST 13, 2020

?. But long gone are the days of one-size-fits all marketing. The rise of review sites, messaging apps, and online forums has flipped the relationship between brands and their customers on its head. Where once brands could control what was said of them, today’s customers are well-placed to talk back and to one another – on any platform. Nowhere is this shift in power from brands to customers more apparent than on the internet’s favorite public playground: social media.

Social Media 209

Social Media AI Sales B2B 209

The DiJulius Group

AUGUST 12, 2020

1. Feature Article The Best Way to Gain a Competitive Advantage Today By John DiJulius, Chief Revolution Officer COVID-19 is not changing the future, it is accelerating it. Even before 2020, we were living in the “digital disruption era.” Our current situation is allowing too many businesses to hide behind technology even more than. Read Full Article.

Technology 112

Technology Technology Customer Experience 112

Doing CX Right

AUGUST 12, 2020

Today is my milestone 25th wedding anniversary. Having come from divorced parents, it’s a big deal for me. I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections with your partner, friends, colleagues, and customers too. You may be wondering what does marriage have to do with business?

Gaming 105

Gaming CX Customer Experience 105

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.

AI

ProProfs

AUGUST 13, 2020

“The students of the future will demand learning support that is appropriate for their situation or context. Nothing more, nothing less. And they want it at the moment the need arises. Not sooner, not later. Mobile devices will be a key technology to providing that learning support.”. – Dr. Marcus Specht, Professor of Advanced Learning Technologies, Open University of Netherlands.

Education 98

Education Government AI Technology 98

Intercom, Inc.

AUGUST 10, 2020

As lockdown restrictions continue to ease and businesses reopen, the world sits on tenterhooks awaiting a second wave of the pandemic that it hopes will never come. In New Zealand, mobile-centered solutions company PaperKite put that thought into action when they developed the country’s lifeline to reopening the economy – contact tracing app Rippl. For a time when it launched, Rippl was New Zealand’s most downloaded app, surpassing Facebook and Instagram with over 72,000 downloads in its first w

Government 197

Government Legal 197

The DiJulius Group

AUGUST 12, 2020

This week, customer experience expert John DiJulius interviews the legendary Seth Godin, entrepreneur, author, speaker, leader, and visionary. Seth Godin is the author of 20 books that have been bestsellers around the world and have been translated into more than 35 languages. In 2018, Seth was inducted into the Marketing Hall of Fame. In addition.

Customer Experience 105

Customer Experience 105

TeamSupport

AUGUST 10, 2020

In Part 1 of this blog series we suggested tools that can help your B2B customers solve issues on their own and ways to help them feel more comfortable doing so. We continued in Part 2 exploring one way that customers can speed up the time to ticket resolution with live chat. And we conclude in Part 3 with more ways to speed the time to ticket resolution, using visual support tools.

B2B 98

B2B Start-ups Customer Service 98

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

Totango

AUGUST 12, 2020

Customer onboarding is an introduction to a new way of working. Your customer has sought out your product because they hope it will bring them value and growth. Achieving this success depends on your customer’s ability to quickly get to grips with your product’s interface, features, and the way the whole program integrates with their workflow. . The most effective ways to take the stress out of that transition are to build the customer onboarding experience around simple steps and a clear path t

Start-ups 87

Start-ups Sales Customer Retention Voice of the Customer 87

Zonka Feedback

AUGUST 10, 2020

You all know that Customer Feedback is essential for any organization. But does merely collecting it serves the purpose? Do you know that 32% of the customers stop doing business with a brand once they loved due to one negative experience. It simply means that you need to provide such an experience to the customers that can change a negative experience into a positive one or at least reduce the impact of the poor experience.

Customer Feedback 87

Customer Feedback 87

Fonolo

AUGUST 11, 2020

Managing customer perceptions and expectations is one of the most essential components of a successful customer service department. To do this, you need to understand what factors affect customer perceptions. Everything and anything from your products to brand voice and color will impact how customers feel about your business. To make things simpler, we’re going to focus on the following three types of influence: Personal experience.

Social Media 87

Social Media Sports Sales CX 87

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them all on the webinar itself. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

Touchpoint 83

Touchpoint Start-ups CX Government 83

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

Chip Bell

AUGUST 11, 2020

As a young boy, I spent about as much time at my grandparents’ home a quarter mile away as I did at my own. We lived in the country and a rural highway separated our houses. Sometimes, I stayed with my granddaddy after sundown and had to walk home in the dark. As a six-year old with an imagination as big as Texas, it was very scary. I remember asking my granddaddy to drive me home in his truck.

Start-ups 81

Start-ups Customer Feedback Innovation Customer Service 81

Totango

AUGUST 14, 2020

In customer success, your customers define their own victories. No one-size-fits-all finish line exists that clients must strive to cross, and there is no Harvard Business School concept of accomplishment you can award your customer before resting on well-earned laurels. That’s because defining customer success is a long-term joint project undertaken by you and your client.

Start-ups 78

Start-ups Customer Feedback NPS Customer Satisfaction 78

DMG Consulting

AUGUST 11, 2020

Question: Our back-office operations utilize robotic process automation, but I’m not sure how we’d use it in the contact center. Is there a different application for contact centers? Answer: Robotic process automation (RPA) solutions most commonly used in back-office environments are unattended RPA applications. This type of RPA performs end-to-end automation of high-volume transaction-based activities and processes which are run on a dedicated workstation, server, mainframe or via the web.

Contact Center 77

Contact Center Compliance 77

ClientSuccess

AUGUST 10, 2020

A lot has been said about the shift to cloud and SaaS-based vendors over the last few years, and this trend is alive and well in the customer success sector. Platforms and solutions designed to increase the efficiency and effectiveness of every single part of a CSM’s interaction with customers are now readily available to customer success teams. As customer success platforms have grown over the last few years, they have expanded to encompass multiple different parts of the customer experience.

CRM 65

CRM Sales Customer Experience 65

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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.

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Zonka Feedback

AUGUST 14, 2020

If you want to know about your performance and to know how your customers feel about you and your company; you analyze their actions in the form of their choices of products and services, their repurchase, their churn rate and so on. But don't you think there should be something that let's you establish a direct contact with the customers and lets you know the real customer insights?

Customer Feedback 59

Customer Feedback 59

Qualtrics

AUGUST 11, 2020

Crafting survey questions is both art and science. The wording you choose can make the difference between accurate, useful data and just the opposite. Fortunately, we’ve got a raft of tips to help. Creating surveys that yield actionable insights is all about sweating the details. And writing effective questionnaire questions is the first step. Essential for success is understanding the different types of survey questions and how they work.

Government 52

Government Entertainment Hospitality Hospitality 52

The DiJulius Group

AUGUST 13, 2020

We’re all startups in this pandemic. The way we used to do business is a lot different than what we should be doing now. New changes have to be made – new changes that we all need to embrace. And many businesses right now are slowly adapting to this “new” normal. Speaker, author, and Chief. Read Full Article. The post How Businesses Can Cope in This Pandemic with Chief Evangelist Guy Kawasaki appeared first on The DiJulius Group.

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Hodusoft

AUGUST 11, 2020

COVID 19 could be termed as a blessing in disguise for contact center software employees. It levels the playing field for remote agents since now, in a manner of speaking, everyone in a call center is a remote agent. This means the contact center software you use must be up to the task of facilitating seamless collaboration and service delivery. If the current situation is anything to go by then remote working could well be the new norm, with offices being manned by a skeleton crew.

Contact Center 52

Contact Center Omnichannel Social Media CRM 52

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