Callminer

JUNE 17, 2019

Call centres give customers reasons to leave and to stay. Having agent empathy is key to creating happier customers who are coming to you with a problem.

254

254

Intercom, Inc.

JUNE 20, 2019

It is 50 years this month since the Stonewall riots in New York City, which were a response to discriminatory police raids against the LGBTI+ community. The Christopher Street Liberation Day March which marked the anniversary of the riots is considered to be the first ever Pride. This major anniversary has been inspiration for us at Intercom to pause and re-evaluate our approach to Pride.

Legal 171

Legal Start-ups Education Sales 171

Beyond Philosophy

JUNE 17, 2019

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years! So I shouldn’t complain. But my blessing/curse does get in the way of enjoying simple things, like restaurant meals.

Start-ups 121

Start-ups Gaming Customer Experience 121

Fonolo

JUNE 19, 2019

Six months ago I wrote that “CPaaS is a victim of its own success. The founding principle was to free communications from the grip of the carriers. But now many carriers have a CPaaS offering.”. Some folks responded that the point of CPaaS was not to demote the carriers, and that its success should be judged by the new products that it enables and not by whether it’s a net plus or minus for carriers.

E-commerce 113

E-commerce Innovation Technology Technology 113

Speaker: Joe Wroblewski, Sales Engineer Manager

Automating time-consuming manual tasks can save your firm hundreds of hours–and thousands of dollars. But it can also have longer-lasting benefits, like helping you attract and retain the next generation of CPAs, and we don’t need to tell you how important that is amid the current generational staffing crisis in the tax and accounting profession. You'll want to save your seat for this new webinar with industry expert Joe Wroblewski, where we'll explore how to: Maximize ROI with Cost-Effective Te

Technology

Callminer

JUNE 19, 2019

In a recent case study, Praxidia uncovers new insights and finding improvement opportunities for a major airline with automated quality assurance.

182

182

Intercom, Inc.

JUNE 17, 2019

Interview assignments have become a common component of the hiring process for engineering roles. These technical problems, also known as email screeners or, as we call them at Intercom, take-home tests, are a useful way to initially evaluate the technical ability of candidates applying for engineering positions. Here, we examine the take-home test and offer some practical advice to candidates looking to put together the best submission they can.

Engineering 131

Engineering ML Construction 131

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. However, we would say regarding journey mapping that it is not only vital to consider the customer journey from beginning to end but also to view it from the customers’ perspective.

Customer Journey Map 100

Customer Journey Map Customer Loyalty CX Customer Experience 100

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. We interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but […].

CX 98

CX NPS B2B Customer Satisfaction 98

Fonolo

JUNE 18, 2019

Today’s customers are savvier than ever before and one thing many of them are are looking for is a custom experience tailored specifically to their individual needs. A study conducted by Forrester Consulting on behalf of Ada showed that personalized customer service has a variety of benefits for the company providing these customized experiences. Companies with personalized customer service see a decrease in operational costs, more efficient call center agents and higher levels of customer satis

Customer Service 91

Customer Service Machine Learning Customer Relationship Management AI 91

Totango

JUNE 20, 2019

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong. The customer’s usage rates are low. They’re not regularly accessing key features.

Net Promoter Score 88

Net Promoter Score Start-ups Customer Feedback Sales 88

Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

AI

Customer Experience Matrix

JUNE 17, 2019

Adobe, Salesforce and Oracle all made announcements regarding Customer Data Platform products this week. None are world-changing: Salesforce described a planned extension of Customer 360 ; Abobe announced triggered journey campaigns that draw on its “real time CDP”, and Oracle described CDP services from systems integrators. But the fact that all three vendors are addressing the topic raises some interesting questions.

Compliance 83

Compliance Engineering Start-ups Retail 83

Customers That Stick

JUNE 18, 2019

A counterintuitive fact about customer service is that techniques that are primarily associated with the discipline of sales can be very effective in service interactions. It helps to think of the word sales broadly. In a general sense, you’re always selling something. For example, if there’s a difference between what the customer wants and what you can provide, you’re selling the person on a solution.

Sales 79

Sales Customer Service 79

ProProfs

JUNE 17, 2019

It wasn’t too long ago that marketers realized the value of including quizzes as a part of their marketing strategy and quizzes soon became a tool for lead generation. These days, almost every other brand is considering quizzes as a means to gather customer data and a source to look into customers’ taste & preference. And why wouldn’t they? After all, quizzes are easy to create , share , and people love taking quizzes!

Start-ups 73

Start-ups Construction Social Media Gaming 73

ClientSuccess

JUNE 19, 2019

If you think retaining an existing customer is expensive and unnecessary, try acquiring a new one. It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users!

Customer Retention 73

Customer Retention E-commerce Start-ups Entertainment 73

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Retail

TeamSupport

JUNE 21, 2019

Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades. But, over the last ten years, the dynamic has changed.

Customer Service 70

Customer Service Customer Relationship Technology Technology 70

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. However, as startups grow into larger companies with more customers, the white-glove service becomes unsustainable, posing the challenge of maintaining optimum customer experience while scaling the customer success team.

Education 67

Education Customer Feedback Customer Retention Technology 67

ProProfs

JUNE 21, 2019

Once you see results, it becomes an addiction. Many businesses still see employee training as an expense and not as a long-term investment. So, they are paying the heavy price of having untrained employees working in their organizations. With business competition intensifying everywhere, the need to drive employee performance takes center stage, and business owners can no longer remain indifferent to it.

Social Media 69

Social Media Start-ups Business Growth Business Operations 69

Totango

JUNE 18, 2019

Imagine you’re a customer who’s just subscribed to a service or purchased a new product. In a perfect world, what would happen next? You’d probably begin using the product and discover it works exactly as described. The value of your purchase would be immediately apparent. There would be a dedicated customer success team that would help you learn to use all the features.

Education 67

Education Customer Relationship Start-ups Sales 67

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

The DiJulius Group

JUNE 19, 2019

A Customer Experience Executive (CXE) provides a comprehensive and authoritative view of the customer. This role is responsible for creating corporate and customer strategy at the highest levels of the company to maximize Customer acquisition, retention, and profitability. The CXE should influence strategies in all areas of the business that impact the customer and.

Customer Acquisition 66

Customer Acquisition Customer Experience 66

Chip Bell

JUNE 18, 2019

Jim Collins is credited with the line, “Good is the enemy of great.” I would like to add another axiom: “Perfection is the enemy of excellence.” Now, don’t get me wrong, there are clearly areas where perfection should be the minimum standard. If my surgeon is doing surgery on what’s inside my skull or the pilot is landing the plane in which I am a passenger, I want absolutely zero defects.

Hospitality 65

Hospitality Hospitality Government Innovation 65

Customer Service Life

JUNE 17, 2019

This article was originally published on the FCR blog on May 24, 2019. Click here to read the original. Let’s get real for a minute. How are you currently tracking quality for your customer service team? At the enterprise level there are some incredible tools out there using machine learning to grade calls for you. But if you’re a small to medium operation, or even a new startup, this technology can be cost prohibitive.

Contact Center 64

Contact Center Machine Learning Customer Service Customer Satisfaction 64

Customer Bliss

JUNE 18, 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Compliance 64

Compliance Legal Manufacturing Customer Relationship 64

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

AI

CX Journey

JUNE 17, 2019

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?

Customer Experience 60

Customer Experience Education Start-ups Government 60

Customers That Stick

JUNE 20, 2019

In this One Win Book Review, we take a look at Deep Work by Cal Newport. Check out the video below to hear Adam’s one win that you can take away from Deep Work to improve your organization’s customer experience and customer service. About Deep Work. FROM THE PUBLISHER: Deep work is the ability to focus without distraction on a cognitively demanding task.

Social Media 60

Social Media Customer Service Sales Customer Experience 60

Fonolo

JUNE 20, 2019

Picture it: A young American family booking a flight to a city in another country via Air Canada. Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department. Picture this, too: Imagine trying to get a flight changed at the last minute and waiting on hold for more than 50 minutes until you finally get through.

Social Media 57

Social Media Customer Service Sales Technology 57

Totango

JUNE 19, 2019

Every day customers are bringing more data than ever into Totango. With this release, we set out to address this by focusing on three things: Make it easy for you to organize all of that data. Build better ways to make sense of that data. Ensure that your team can focus on the data signals and not get bogged down by noise. We’ve achieved those objectives with the introduction of the new Attribute Dimensions , Email Notification Settings , and improved SuccessFlow Segment Filters.

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11

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

CX Journey

JUNE 20, 2019

Image courtesy of Pixabay Today I'm pleased to share a guest post by Paul Laughlin, Chief Blogger at CustomerInsightLeader.com. This post originally appeared on Paul's site on February 21, 2019. The term Agile working is being used within more and more businesses. Although loosely defined, it generally refers to a more flexible and pacey way of working.

Non-Profits 59

Non-Profits Innovation Customer Expectations Customer Experience 59

UJET

JUNE 20, 2019

Chatbots are arguably one of the most talked about and polarizing advancements not just in customer support, but in all of tech. But what exactly are they? While there are many definitions out there, the word “chatbot” is a term for an application that can simulate a conversation with a live person. Essentially, it is software that can interact with a human.

AI 56

AI Customer Experience 56

ProProfs

JUNE 18, 2019

The earlier you start working on something, the earlier you will see results. 29% of CCOs or Chief Compliance Officers in the United States have not documented or are not sure whether they have standardized compliance roles and responsibilities for their employees. Such inadequacies attract legal or external regulatory actions from the government that result in penalties of varying kinds.

Compliance 55

Compliance Legal Government Start-ups 55

Qualtrics

JUNE 21, 2019

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators and thinkers present their lessons on the customer experience.

Customer Experience 52

Customer Experience Touchpoint Innovation CX 52

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C