Intercom, Inc.

JANUARY 12, 2021

From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. So when it comes to building your technical strategy, you need to assess each component in relation to what success will look like for your business. This post is an adaptation of a talk I recently gave at the Amazon Web Services (AWS) community day event in Dublin about the technical strategies I’ve experienced that

Engineering 269

Engineering ML Technology Technology 269

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 266

CX Innovation Contact Center Education 266

Futurelab

JANUARY 10, 2021

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Tags: Annette Franz (Gleneicki) change change management culture change customer centricity Facebook Like. Linkedin Share Button. Tweet Widget.

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Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.

Contact Center 150

Contact Center Start-ups Sales Customer Satisfaction 150

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.

JANUARY 13, 2021

Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . The focus on relationships is very intentional – frequent positive interactions encourage loyalty, and loyalty is the bedrock of every sustainable business. .

Technology 243

Technology Technology Customer Experience 243

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

CX 182

CX Innovation Contact Center Education 182

Fonolo

JANUARY 12, 2021

This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys Virtual Hold Competitor. Genesys Virtual Queuing. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product.

Contact Center 137

Contact Center Technology Technology 137

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Myra Golden Media

JANUARY 13, 2021

We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment? Any advice is appreciated.” Customers escalate in chat and email interactions intensely!

Customer Experience 121

Customer Experience 121

Futurelab

JANUARY 10, 2021

How do you define customer trust? How do your customers define trust as it relates to your brand? Tags: Annette Franz (Gleneicki) customer experience core values trust Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience 130

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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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Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.

CX 99

CX Government Start-ups Customer Experience 99

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. The good news is that support leaders seeking to meet those demands can take advantage of a wealth of customer service tips from the experts. The best of those customer service tips stem not from guesswork but from carefully-crafted studies that define good support.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Steven Van Belleghem

JANUARY 11, 2021

Phase 1: Compensating the physical world. In the first week of March 2020 I was still very naive. In my emails from that period I was convinced that by mid-May 2020 I would be travelling the world again as if COVID hadn’t happened. Just a few days later full-blown panic set in as it dawned on me I was basically out of a job. All my keynote presentations were cancelled and my mailbox was empty.

Customer Experience 98

Customer Experience Real Estate Start-ups Social Media 98

Futurelab

JANUARY 10, 2021

What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell , founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle! , based on a letter he received from a disappointed customer.

Customer Experience 130

Customer Experience Customer Feedback Customer Service 130

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.

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Zonka Feedback

JANUARY 12, 2021

Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand. In this, most businesses tend to ignore or neglect the third and very important segment of NPS - the Passives.

Net Promoter Score 90

Net Promoter Score NPS Customer Experience 90

TeamSupport

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 86

B2B AI Technology Technology 86

The DiJulius Group

JANUARY 13, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC). The vast majority of businesses suffer from inconsistencies in.

Customer Experience 79

Customer Experience Customer Service 79

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate.

Management Consulting 78

Management Consulting CX Customer Experience 78

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

Zonka Feedback

JANUARY 14, 2021

Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business. They not only give you business but also help in increasing it by their good word of mouth.

Customer Loyalty 85

Customer Loyalty Customer Experience 85

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.

Hospitality 77

Hospitality Hospitality Actionable Insights Artificial Intelligence 77

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?

Contact Center 71

Contact Center CX AI 71

Astute

JANUARY 15, 2021

Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know. The post Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers) appeared first on Astute.

Customer Feedback 56

Customer Feedback Customer Experience 56

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

Zonka Feedback

JANUARY 13, 2021

Successful business have one thing in common, which is, a bunch of loyal customers. These loyal customers not only come back to the business for repurchase or renewal of a membership but also attract other customers.

Customer Loyalty 59

Customer Loyalty Customer Experience 59

ClientSuccess

JANUARY 12, 2021

New year, new me, right? While this mantra may be on most of our minds this year (especially after the complete doozy of 2020), some customer success managers (CSMs) may be having other thoughts. While 2020 was a completely unprecedented time for most SaaS organizations, their customers, and their employees, it also forced customer success teams to rethink how they worked with accounts and the services they provide.

Customer Journey Map 53

Customer Journey Map Customer Retention Start-ups Sales 53

Kerry Bodine

JANUARY 9, 2021

I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.

Customer Experience 71

Customer Experience Customer Journey Map 71

Comm100

JANUARY 12, 2021

Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query. As a support agent, when the first thing you encounter on a regular office day is an overflowing inbox with nothing but customer grievances and queries, a subtle frown finds its way on your forehead.

Social Media 52

Social Media Customer Satisfaction Customer Service Customer Loyalty 52

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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.

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Zonka Feedback

JANUARY 12, 2021

While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.

Net Promoter Score 59

Net Promoter Score NPS Customer Loyalty Customer Experience 59

Zendesk

JANUARY 15, 2021

Abraham Lincoln used stories to solve arguments, often to the dismay of his cabinet, saying, “I don’t propose to argue this matter…because arguments have no effect upon men whose opinions are fixed and whose minds are made up. But this little story of mine will make some things which now are in the dark show up more clearly.”. Storytelling is an art and a skill that only a handful of leaders have known how to wield effectively.

Start-ups 52

Start-ups Compliance Customer Experience Customer Service 52

The Contact Company

JANUARY 13, 2021

Time after time the importance of customer service and the customer experience has been proven to be at the top of the list when it comes to both attracting and retaining your customers, and that is certainly not about to change. Here are our top customer service statistics you need to know in 2021… 1. Customer service is key to attracting new customers “84% of surveyed consumers said that customer service was one of the key factors helping them decide whether to buy or not from the

Customer Service 52

Customer Service Social Media AI Customer Experience 52

Astute

JANUARY 13, 2021

Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service. The post Improve Average Handle Time in the Call Center: A 6-Point Action Plan appeared first on Astute.

Contact Center 52

Contact Center 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