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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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.
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.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
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.
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?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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 […].
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.
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.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is evolving fast, and brands relying on rigid, one-size-fits-all solutions risk losing agility. But modernization doesn’t have to mean disruption. In this webinar, we’ll explore how an extensible, modular approach empowers brands to integrate new capabilities, enhance performance, and scale efficiently—all while leveraging Shopify’s strengths.
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.
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.
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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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 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, […].
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.
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.
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: 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.
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.
Help Scout
NOVEMBER 18, 2021
Help desk metrics allow you to make the most of your help desk and ensure your team is excelling. Here are 19 to start tracking today.
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.
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 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 […].
Help Scout
NOVEMBER 15, 2021
Learn about the various types of shared email accounts, and discover nine tools to consider to improve your team's ability to collaborate.
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.
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.
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
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 […].
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.
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.
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.
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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.
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