Adrian Swinscoe
NOVEMBER 19, 2021
This is a guest post by Monica Eaton-Cardone, the co-founder and COO of Chargebacks911. We’re gradually working our way to a post-Covid sense of normalcy. However, […]. The post Acquisition vs. retention marketing: why ecommerce outfits should pivot their strategy first appeared on Adrian Swinscoe.
Intercom, Inc.
NOVEMBER 17, 2021
We stay in close conversation with our customers so we can find new ways to make Intercom even better for you and your teams. Over the last few months, we’ve released updates that help you improve and measure your conversational support efforts, engage customers with multichannel transactional messaging and other customer engagement enhancements, and integrate the tools you use every day – including WhatsApp!
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Callminer
NOVEMBER 15, 2021
The CallMiner Research Lab Responsible AI Framework outlines definitions and concerns, as well as some of the driving questions, leading to deeper considerations about our tools, models, and datasets.
Uniphore
NOVEMBER 18, 2021
How CX Leaders Can Leverage Emotional Intelligence to Lead Their Teams to Success Human emotions are complex. Studies have uncovered? 27 basic emotion types —which is why it’s no surprise that a person’s feelings can be difficult for the next person to comprehend, let alone for a computer to analyze and capture. However, when you consider that emotions are central to customers’ decision-making processes, a data-driven tool that can help you understand how customers truly?
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
Adrian Swinscoe
NOVEMBER 15, 2021
Today’s interview is with Joe Macleod, the Founder & Head of Endineering at AndEnd and a two-time author. Joe joins me today to talk his new […]. The post The end of the customer experience is so important but is often looked – Interview with Joe Macleod #Endineering first appeared on Adrian Swinscoe.
Bill Quiseng
NOVEMBER 13, 2021
A while back, I wrote an article entitled “Great Service is Great Theater”. Today I want to offer another article about the very same subject, an encore performance so to say. So, here it is: There are some who say that they, as customer service professionals, have been trained to act the part to be happy to serve. They believe they are acting. They claim they can never “be the part” to be happy to serve.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
NOVEMBER 19, 2021
When customers miss payments, it’s up to collections departments and agencies to recover what is owed. This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. The addition of debt collection regulations further complicates an already delicate interaction.
Inside Customer Service
NOVEMBER 18, 2021
I frequently hear from people who are trying to learn new skills. They know I create a lot of content around customer service training, so they ask me for some recommendations. Can I suggest a class, a blog, or a book to help them? I usually don't recommend any of those, at least not right away. This might seem like strange advice coming from someone who makes a living from online training classes , has a blog , and has written several books.
Customer Think
NOVEMBER 13, 2021
The term “headless WordPress” has recently become popular. You’ve probably heard about it but aren’t sure what it means. WordPress is a large and incredibly complicated platform, yet it has limitations. It’s a full-featured tool for bloggers and developers with many options, but it doesn’t let you do everything. Consider the following scenario: Publishing content […].
Intercom, Inc.
NOVEMBER 17, 2021
Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. Fortunately, it’s not as elusive as you might think, and it can definitely be taught — writing coach Leslie O’Flahavan has spent over two decades doing just so. She’s helped what she calls the most stubborn, inexperienced, word-phobic people improve their writing skills.
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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.
Uniphore
NOVEMBER 17, 2021
Few industries are regulated as closely as wealth management. To remain viable, investment firms must comply with a complex—and often changing—list of regulations established by the Securities and Exchange Commission (SEC). When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues.
Experience Investigators
NOVEMBER 16, 2021
A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or chatbots, and how to report on the feedback once it’s gathered. But there’s a serious challenge in many organizations.
Customer Think
NOVEMBER 19, 2021
The impact of the supply chain crisis is being measured in many ways – part shortages, the cost of shipping, the amount of containers, shortages of port workers, truck drivers and the list goes on. These factors and the corresponding financial impact traverses our newsfeeds and TV screens each day. Yet as economists study the […].
Steven Van Belleghem
NOVEMBER 14, 2021
1. Find a way to understand your customers. Now, this one may seem obvious at first sight, but many companies still get this wrong. You need to chase a profound understanding of your consumers’ expectations, habits and behavior. The good news is that there are many ways to go about this. There’s a treasure trove of data that you can use for that.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
Uniphore
NOVEMBER 16, 2021
The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. And shift we did. Between 2020 and 2021, financial technology adoption grew from 58% to 88% of U.S. consumers.
Totango
NOVEMBER 15, 2021
Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. This allows you to leverage all your data by integrating it into your customer success strategy.
Customer Think
NOVEMBER 13, 2021
The customer experience(CX) is at the core of every business decision. Whether upgrading your existing system or developing new applications, CX is crucial for organizations to reap financial benefits and strategically improve loyalty and advocacy. Some of the factors that contribute to CX significantly are, Resolution Expectations Personalizations Time and efforts Integrity Out of these, […].
Shep Hyken
NOVEMBER 17, 2021
Here’s a question, and I think I know the answer. Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you be willing to call for a reservation, wait on hold, pull out your credit card to verbally give your payment information, and stand in line at the ticket counter to check in on the day of departure?
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.
Kate Nasser
NOVEMBER 14, 2021
Why endure the challenges & difficult moments/people in service teamwork & collaboration? Here's why from Kate Nasser, The People Skills Coach™. The post Service Teamwork Collaboration: Why Bother? | #PeopleSkills #LeadMorale appeared first on KateNasser.com.
Steven Van Belleghem
NOVEMBER 16, 2021
So I decided to write this piece, investigating how loyalty, trust, and some other key insights from SRM’s report are key elements of building an ‘Offer You Can’t Refuse (OYCR)’. But before I do that, I wanted to share some general findings first. The main reasons for choosing a brand and those for staying and being loyal were not the same within the US and the UK.
Customer Think
NOVEMBER 13, 2021
I haven’t written about Nimble in a while. Probably a mistake, because there is always something interesting going on in the Nimble world. Already on October 19 2021, Nimble announced the availability of a workflow functionality that is targeted at.
Aquire
NOVEMBER 18, 2021
Customers love enjoying your products and services. But there is something very important that they expect from their beloved brands—an exceptional customer support experience. Companies spend millions of dollars every year just to make sure they provide unforgettable experiences to all their customers. For some customers, a solid customer support experience is even the clincher.
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
Conversation Agent
NOVEMBER 16, 2021
I'm in a disagreement with someone representing a tech startup. We disagree about who and what has value. And it's all because of the way the industry treats strategic work, and companies misuse scope of work. The person tells me he's is partnering with an AI-based startup. He took the initiative to contact me about a longer-term writing project. In the initial call we outlined the contours of a project.
Zonka Feedback
NOVEMBER 19, 2021
The main objective of any business is to grow and earn more and more profits. And to earn profits, you need to satisfy your customers. So the route of Profit Maximization goes from the one and only way of Customer Satisfaction. If your customers are happy with the experience you provide with your products and services, they will spend money on them.
Customer Think
NOVEMBER 13, 2021
It’s safe to say nearly everyone has now interacted with a chatbot, so much so that a new cohort of chatbot power users is on the rise. These consumers are getting more comfortable online and want instant answers and zero wait time, and they are seeking out chatbot interactions first versus emailing or calling businesses […].
Aquire
NOVEMBER 17, 2021
Ready or not, the financial services industry has officially been thrust into the digital-first era. Consumers are now much less forgiving of financial institutions that continue to lag behind with their digital solutions and services. In fact, 70 percent of consumers under age 55 would switch banks for a better customer experience, according to research by Mobiquity.
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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.
Hodusoft
NOVEMBER 17, 2021
The ultimate guide to the omnichannel contact center software. Modern consumers are technologically inclined and driven by efficiency. In response, they expect seamless interaction across channels. Customer care executives should be able to give them the service they anticipate. The use of an omnichannel contact center makes it simple to keep up with the expectations of a modern consumer.
Zonka Feedback
NOVEMBER 19, 2021
If you have created surveys before, you may already know that open-ended questions can dramatically improve the quality of feedback and help in decision-making. If used correctly in combination with closed-ended questions, they can help you uncover challenges you may not have anticipated, find out what’s working best, and even innovate keeping in line with your respondents’ or customers’ expectations.
Customer Think
NOVEMBER 17, 2021
No matter what industry you are in and no matter how excellent your products or services are, you will always have angry customers. Unfortunately, it’s inevitable. But that doesn’t mean you should sit back and let them be angry. These “detractors” can potentially damage your brand perception, spreading negative brand awareness to their community. This […].
Aquire
NOVEMBER 17, 2021
Customer experience has become the ultimate competitive advantage. The big retailers, with Amazon at the forefront, have served consumers so effectively that most people now demand high-quality, ultra-fast service for everything they buy. Does that mean businesses with fewer resources are destined to lose out? Not necessarily. The customer experience battleground.
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.
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