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 19, 2019

We launched the Intercom App Store more than a year ago. And as the Group Product Marketing Manager for Platform here at Intercom, I’ve loved seeing all the creative apps our partners have built. One of the most successful platforms we and many others in the industry look up to for inspiration is Slack. And in case you had any doubt about their phenomenal growth, the company is going public this week.

Start-ups 217

Start-ups Engineering CRM Sales 217

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: 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

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 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 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

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

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

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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.

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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 86

Net Promoter Score Start-ups Customer Feedback Sales 86

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: 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

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

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.

Customer Relationship 66

Customer Relationship Education Start-ups Sales 66

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

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

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 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

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

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 59

Customer Experience Education Start-ups Government 59

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

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

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

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

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 55

Non-Profits Innovation Customer Expectations Customer Experience 55

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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.

AI

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

UJET

JUNE 19, 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.

Machine Learning 56

Machine Learning Contact Center AI Customer Satisfaction 56

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 53

Customer Acquisition Customer Experience 53

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: 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