Intercom, Inc.

FEBRUARY 11, 2020

It happens every day. A company you bought something from months ago sends you an email with three immortal words: “We Miss You”. These messages feel icky because the sentiment is belated and insincere. Deep down we know that the business doesn’t really miss us. The business doesn’t know our sparkling personality or understand our unique contribution to the community – the business just misses our money.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Technology 195

Technology Technology Social Media Artificial Intelligence 195

Callminer

FEBRUARY 12, 2020

Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum. Behind every great employee is an equally impressive training initiative that helps agents define goals, work strategically, and generally get more done. Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging em

Construction 182

Construction Customer Service Contact Center 182

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 167

Customer Experience Customer Experience Management 167

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.

FEBRUARY 12, 2020

We all talk a good game about the customer being the most important thing in our business. But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up. But keeping close to customer needs is crucial not just for the health of your product, but also for the overall success of your company.

Engineering 193

Engineering Education Actionable Insights Sales 193

Customer Service Life

FEBRUARY 10, 2020

Happy (belated) New Year! 2019 was a great year and as we’ve done in the past, I want to take a few moments to share some articles and accolades we’ve been a part of. I’ll keep this one short and sweet. Articles. The Greatest Avenger of the CX Universe – If you were going to hire a character from the Marvel Cinematic Universe to spearhead the customer experience effort in your organization, who would it be?

Customer Service 151

Customer Service Contact Center Customer Loyalty AI 151

Navedas

FEBRUARY 12, 2020

Do you love your customers? Do they know it? Customer love nurtures your B2C relationships. The post Customer Love Benefits Both Sides: Appreciation Is The Chocolate In CX appeared first on Navedas.

CX 130

CX B2C Customer Relationship Customer Retention 130

Intercom, Inc.

FEBRUARY 13, 2020

For many, the very mention of the word “automation” can trigger fears of lost jobs (at best) or an imminent robot takeover (at worst). Thankfully, no such Armageddon is on the horizon. Instead, we’re entering an exciting new moment in marketing where AI tools not only have the ability to free up humans to do the best work of their careers, they are helping companies reach their customers in a highly personal and engaging way.

Unstructured Data 181

Unstructured Data Omnichannel Structured Data Machine Learning 181

Taylor Reach Group

FEBRUARY 12, 2020

By Colin Taylor. Self-service has been employed for more than 30 years to allow customers to serve themselves. This has been a mixed blessing, while many of us value the time savings versus waiting endlessly in a queue for the answer to a simple question and to gain a single piece of information, we all have experience with people shouting “AGENT” into their phones when self-service fails.

AI 120

AI Artificial Intelligence Technology Technology 120

Callminer

FEBRUARY 10, 2020

The floor of any call center is the organization’s mission-critical space intended entirely to serve the very purpose for which the center exists – handling calls. As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service.

Customer Satisfaction 182

Customer Satisfaction Contact Center Customer Experience Customer Service 182

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Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 120

Touchpoint Start-ups Education Customer Relationship 120

Customers That Stick

FEBRUARY 14, 2020

One question is how can you nail your customer service job performance review? I would recommend that you go into your review armed with three things: metrics, stories, and a plan. Many managers and supervisors are focused on metrics and if you can show improvement on metrics, particularly if you’ve hit goals or targets, that is certainly important.

Customer Service 103

Customer Service Customer Experience 103

Heart of the Customer

FEBRUARY 13, 2020

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.

CX 103

CX Customer Experience Customer Journey Map 103

Callminer

FEBRUARY 9, 2020

To ensure your contact Center agents keep up their great work, take a look at these call center floor rules and guidelines.

Contact Center 182

Contact Center 182

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

Totango

FEBRUARY 14, 2020

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. Customer success and marketing are typically two distinct teams that do not seem to be directly connected, but in fact, the more effectively the two collaborate, the more successful your customers—and your enterprise—will ultimately be.

VOC 99

VOC Customer Relationship Start-ups Sales 99

Fonolo

FEBRUARY 11, 2020

A few weeks ago, our CEO, Shai Berger , sat down with Peter Ryan, Principal Analyst and Founder of Ryan Strategic Advisory , to discuss the state of the contact center going into the new decade, and how the industry is expected to develop in the coming years. In it, we discuss: Why voice is the most omnipresent channel and will remain so for years to come.

Contact Center 98

Contact Center AI Omnichannel Technology 98

Customer Experience Matrix

FEBRUARY 13, 2020

Adobe fully released its Real Time Customer Data Platform last November. Although they had briefed me on it before then, it was only this week that I finally caught up with them to discuss the final product. Since this is a topic of great interest – and confusion – it’s worth sharing what I learned. Part of the confusion has to do with Adobe’s habit of reusing product names.

Machine Learning 95

Machine Learning 95

The DiJulius Group

FEBRUARY 12, 2020

1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.” However, great leaders and great companies do. Read Full Article.

Customer Service 91

Customer Service Customer Experience 91

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

FEBRUARY 11, 2020

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. To start defining your legacy and your “Three Blocks Long,” click here for downloadable worksheets.

Start-ups 87

Start-ups CX Customer Experience 87

Customers That Stick

FEBRUARY 13, 2020

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service. About Thinking, Fast and Slow. FROM THE PUBLISHER: In the international bestseller, Thinking, Fast and Slow, Daniel Kahneman, the renowned psychologist and winner of the Nobel Prize in Economics, takes us on a groundbreakin

Customer Service 78

Customer Service Customer Experience 78

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on. Whether it’s through voice, text, or sharing photos and videos, the experience is identical.

E-commerce 72

E-commerce Transportation Touchpoint Customer Expectations 72

Uplifting Service

FEBRUARY 8, 2020

Ron Kaufman, number one Global Guru in Customer Service. We are honored and pleased to share our founder, Ron Kaufman , has been awarded the #1 ranking Customer Service Global Guru in 2020, 2019, and 2018. At Uplifting Service , we believe everyone can step UP and TAKE ACTION to make the world better every day. Service excellence is not limited to ‘customer service’ professionals, but to everyone who shares Ron’s passion, dedication and commitment to taking good care of the

Customer Service 69

Customer Service Customer Experience 69

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

C3Centricity

FEBRUARY 12, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK just upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents.

Retail 62

Retail Government Technology Technology 62

Customers That Stick

FEBRUARY 12, 2020

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening. In today’s digitally distracted world, attention is one of the most valuable resources. Active listening makes sure that you actually are giving customers your attention and lets them know that they’re being paid attention to.

Customer Service 78

Customer Service 78

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Touchpoint 62

Touchpoint Start-ups Education Customer Relationship 62

Qualtrics

FEBRUARY 10, 2020

Another year has passed, and it’s yet another year where customer experience has evolved at a considerable pace. We’ve seen more and more companies expand their CX programs to bring in more channels, more respondents, and more internal stakeholders than ever before. And we don’t expect it to slow down this year, in fact we expect the pace of innovation to accelerate.

CX 58

CX Close the Loop Unstructured Data Social Media 58

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Hodusoft

FEBRUARY 14, 2020

Call centers today have access to dozens of call center solutions. You have some of the best names like Avaya and Genesys at the top but then there are other providers like Hodusoft that match the top brands feature to feature at a substantially lower price. If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best.

Contact Center 52

Contact Center Artificial Intelligence Social Media Omnichannel 52

Customers That Stick

FEBRUARY 11, 2020

Signal stripping is a term I came up with back in 2016 to explain the differing dynamics of different customer service channels. The signals I am referring to are what we’ve labeled “human signals” and they just mean the many communication signals that humans send and read that are not the actual words delivered. In our customer experience advisory and customer service training , we’ve found this understanding of how humans are wired to interact with one another is essential to being successful

Customer Service 78

Customer Service Customer Experience 78

CSAT.AI

FEBRUARY 12, 2020

Do you love your customers? Do they know it? It’s vital to business to show your customers appreciation. Holidays like Valentine’s Day are a reminder to do more than consume mass quantities of chocolate. They highlight the fact that expressing appreciation nurtures relationships. Customer love nurtures your B2C relationships. The Statistics. Saying thanks is more than an empty polite gesture you were taught to please others and get another slice of cake.

CX 52

CX B2C Omnichannel Customer Service 52

Confirmit

FEBRUARY 12, 2020

You might have seen the news by now (I admit we’ve been shouting about it quite a bit), Confirmit has been named a Leader in the just-launched report ; The Forrester Wave™ Customer Feedback Management Platforms, Q1 2020. For obvious reasons, we’re very pleased about it – high fives all round, etc. The thing is, though, our success isn’t really about being named a leader in an analyst report.

VOE 52

VOE Voice of the Employee Gaming Voice of the Customer 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