Intercom, Inc.

AUGUST 7, 2019

A great onboarding experience is one that proves to new users that your product will help them do the job that they want. To put it another way, the ideal onboarding experience is a short, easy and frictionless path to finding value. Of course, many products have unavoidable complexity. If getting started with your product requires new users to install software, invite colleagues or message customers, then the path to value may not seem as short or straightforward.

Start-ups 223

Start-ups Sales 223

Callminer

AUGUST 5, 2019

Choosing the right call center software is challenging. These expert tips and best practices will help choose the best software for your company’s needs.

182

182

Beyond Philosophy

AUGUST 7, 2019

Why Some Friction is Good. We owe you an apology. Even though the lawyers say we shouldn’t say this, we feel we might have misled you on the subject of friction in your Customer Experience strategy. We have been telling you to make your experience as easy as possible, and you should. However, there is some merit to making things a little bit difficult in some cases.

Customer Loyalty 114

Customer Loyalty CX Customer Experience 114

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. In his 2016 letter to Amazon shareholders , Bezos describes the preservation of this day 1 feeling as the biggest driver for pursuing a customer-centric approach.

Customer Relationship 91

Customer Relationship Customer Acquisition B2B Sales 91

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.

AUGUST 8, 2019

? ? ?. Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience. And I was excited to sit down behind the mic with Lane Collins.

Customer Experience 168

Customer Experience Start-ups Engineering Hospitality 168

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat. In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choos

Contact Center 140

Contact Center VOC Social Media AI 140

Heart of the Customer

AUGUST 8, 2019

I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day we shared the literal voice of the customer, collected through 46 video interviews with customers. These video interviews shared the power of when the customer experience goes right, as well as the ramifications of when it goes […].

CX 87

CX Voice of the Customer Customer Experience 87

Intercom, Inc.

AUGUST 6, 2019

Product engineers are experts at identifying, understanding and solving problems. When you talk about the types of problems you tackle, and therefore the impact that you have, the conversation should not be solely limited to the work you do within a text editor or integrated development environment (IDE). Yes, the code that you write and the systems that you build are major contributing factors to the success and growth of a business.

Engineering 166

Engineering Start-ups Innovation 166

UJET

AUGUST 7, 2019

78

78

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. For products or services you buy for more than $100 a month, pick one where you’ve switched brands, and answer this quiz: What was most instrumental to your decision to switch: deals or respect?

Customer Experience 74

Customer Experience Legal Engineering Manufacturing 74

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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.

VOC

SurveySensum

AUGUST 5, 2019

Table of Contents: What is Customer Effort Score (CES)? Customer Effort Score (CES) calculation. Strategic CES applications for an organization. Advantages of CES. What is Customer Effort Score (CES)? Customer effort score (CES) is a numeric indicator of positive, neutral or negative customer experience during an interaction with your organization. The logic behind this metric is that more effort from a customer in solving a problem results in a negative experience.

Customer Relationship Management 72

Customer Relationship Management CRM Start-ups Customer Relationship 72

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts. If you are leading a customer experience (CX) team, begin by gathering statistics and public information about companies that have invested in the customer experience and seen a return on that investment.

VOC 70

VOC CEM Close the Loop Business Administration 70

UJET

AUGUST 6, 2019

The traditional customer support experience has been calling a helpline, being placed in a queue, and waiting for an agent to answer. Then you had to verify your identity with security questions, explain your issue, and hope that the problem could be completed by the first agent. The reality was that you would likely be transferred and have to repeat this process multiple times before the issue was resolved.

Artificial Intelligence 78

Artificial Intelligence Machine Learning Social Media Entertainment 78

ModSquad

AUGUST 6, 2019

We live in a world of abundance choices about how we spend our time and money. From more TV shows than one could watch in a lifetime to thick restaurant menus that rival the heft of an epic novel, today’s consumers have more options than ever before. With online reviews easily accessible and customers able to research products and services before opening their wallet, it’s more important than ever to keep your patrons happy.

Customer Service 70

Customer Service Social Media Start-ups CRM 70

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

Customer Bliss

AUGUST 6, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one? I always wonder, when a company sends customers this much paper, are they just hoping no one reads it? If they did want people to read it, wouldn’t they make it easier to understand and get through?

CX 59

CX Innovation 59

ClientSuccess

AUGUST 5, 2019

If there is one thing Customer Success Managers (CSMs) are good at, it’s answering questions. That’s just the name of the game when your job description includes various aspects of training, onboarding, troubleshooting, and support. While every customer account is different and has different goals, it is possible to bucket certain questions to create a general outline for customer success management.

Start-ups 58

Start-ups Gaming Sales 58

TeamSupport

AUGUST 9, 2019

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. However, with this excitement often comes growing pains. Five customer support agents may no longer be enough, and it’s time to expand the team to double digits to meet the demand of tickets and phone calls.

Technology 56

Technology Technology Start-ups Customer Satisfaction 56

Myra Golden Media

AUGUST 5, 2019

Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board. EVERYTHING. The success of my vision board is a lot like a project I’m working on with some of my clients.

Customer Experience 54

Customer Experience Customer Service Contact Center 54

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

AUGUST 8, 2019

I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.

Customer Experience 57

Customer Experience Customer Loyalty CX Sales 57

CSAT.AI

AUGUST 7, 2019

In an earlier blog we proposed the differing views on how AI wil l aff ect the contact center in the future. There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. Alternatively, when used strategically as a helpful ass istant , AI enhances CX. User Testing’s “The Rise of the Experience Economy: the 2019 CX Industry Report” alleges every aspect of a business totals the CX for the brand.

AI 52

AI CX Sentiment Analysis Contact Center 52

The DiJulius Group

AUGUST 7, 2019

How To Build Stronger Relationships With Your Employees Virtually Building relationships as a virtual team is not easy. Having employee huddles that are engaging is not easy. Watch how one company figured out how to accomplish both, consistently fostering relationships through virtual huddles. CEO Gives Employees $2,000 To Go On Vacation Mark Douglas, CEO.

Customer Experience 50

Customer Experience 50

Qualtrics

AUGUST 6, 2019

A great customer experience (CX) is determined by a business’s ability to effectively respond to the question: “ what do customers want? ” The challenge, however, is that in today’s disruptive economies brands often need to answer this question before consumers even have the chance to ask it. Organizations need to be quick to market. And they need to go to market with the right product, service, and experience.

Machine Learning 48

Machine Learning NPS Finance AI 48

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

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48

Comm100

AUGUST 8, 2019

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world. CNN : “Smart robots could soon steal your job” Entrepreneur: “Robots Are Stealing Our Jobs” – Wall Street Journal : “White-collar Robots Are Coming for Jobs” The New York Times : “Are Robots Coming for Your Job?

AI 47

AI Sentiment Analysis Artificial Intelligence Contact Center 47

ClientSuccess

AUGUST 7, 2019

Founded by Kristen Hayer in 2015, The Success League is a customer success consulting firm dealing in leadership consulting, training, and coaching. After a career in executive-level sales and customer success roles, Kristen identified a gap in the market for an industry-specific skill set, namely being able to build and develop customer success teams from scratch.

Start-ups 41

Start-ups Sales Education Technology 41

Confirmit

AUGUST 7, 2019

Confirmit helps businesses listen to employees, analyze data, and take action on the feedback. Our platform empowers companies to translate valuable data into insights that can be used to enhance the employee experience, which in turn impacts employee engagement, improves customer experience and ultimately drives business growth. Our solution, Confirmit Horizons, helps your organization to measure EX and act on outcome critical measures, such as employee engagement, diversity & inclusion, an

Voice of the Employee 40

Voice of the Employee Business Growth Customer Experience 40

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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

ModSquad

AUGUST 6, 2019

We live in a world of abundance choices about how we spend our time and money. From more TV shows than one could watch in a lifetime to thick restaurant menus that rival the heft of an epic novel, today’s consumers have more options than ever before. With online reviews easily accessible and customers able to research products and services before opening their wallet, it’s more important than ever to keep your patrons happy.

Customer Service 40

Customer Service Social Media Start-ups CRM 40

Hodusoft

AUGUST 6, 2019

Telecom operators, especially in the USA, are migrating from TDM networks to IP networks. What this means for businesses is that sticking to older legacy PSTN networks will become costlier. Switching to VoIP and a modern IP PBX software offers far more benefits than just telephony and cost savings for end-users. Carriers can offer value-added services to enhance revenues and retain as well as grow customer base when they choose the right multi-tenant VoIP PBX software for their operations.

Invoicing 40

Invoicing CRM 40

Qualtrics

AUGUST 5, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Drew’s “Why Qualtrics” story. I am a software engineer because it provides limitless learning opportunities; I’m never bored and there’s always more technical and professional lessons to learn. Qualtrics has given me the opportunity to take ownership of impactful problems, lead projects of significant scope, and provides the flexibility for me to dive into the

Engineering 36

Engineering Machine Learning Technology Technology 36

Confirmit

AUGUST 7, 2019

Confirmit provides award-winning solutions and technologies for Market Research agencies who provide research and feedback services to their customers. Confirm supports Market Researchers who are increasingly challenged to mine the wealth of information from multiple feedback channels - including social media, CRM systems and unstructured data sources.

Unstructured Data 40

Unstructured Data Sentiment Analysis Social Media Engineering 40

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