Adrian Swinscoe
MARCH 16, 2022
In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]. The post Brand trust emerges as the single biggest contributor to customer experience first appeared on Adrian Swinscoe.
Callminer
MARCH 17, 2022
Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.
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Retently
MARCH 16, 2022
With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education.
Intercom, Inc.
MARCH 17, 2022
When people think about a product evangelist, they tend to think of someone who knows the product like the back of their hand, who sings its praises and leaves a trail of loyal fans anywhere they go. Someone whose job it is to create a cult surrounding a product. They’re not wrong, of course. But there’s more to the role than meets the eye. And that’s exactly why John Cutler is joining us today.
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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.
Shaun Belding
MARCH 14, 2022
What is the Difference Between Outstanding Customer Service and WOW Customer Service? When a company approaches us about customer service training programs, one of the first questions we ask is, “What are you hoping to achieve with the training?” We know, of course, that the ultimate goal is to improve the experience they provide […].
Callminer
MARCH 15, 2022
As patients take a more proactive role in choosing their healthcare providers and seeking out high-quality services, understanding the patient journey is increasingly important. Read more.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Futurelab
MARCH 17, 2022
Capturing the Mass Affluent opportunity Futurelab wants to equip a select number of financial institutions with the methodologies, tools and templates to capture this untapped opportunity and: Find and understand Mass Affluent consumers using customer insight discovery and big data techniques Roll-out goal-based risk profiling, while remaining fully compliant with current and emerging regulations Plot investment products on to the goal-based risk matrix to enable close-match product recommendati
Intercom, Inc.
MARCH 15, 2022
In today’s market, customers expect personalization. According to one report , 66% of customers expect companies to understand their needs and expectations – but say that they’re generally treated like numbers instead. This is a huge wasted opportunity, as research shows that 80% of consumers are more likely to make a purchase when brands offer personalized experiences.
Execs In The Know
MARCH 14, 2022
Digital transformation has been an ongoing subject for over 30 years. But in the last few years, this transformation has become much more focused on specific aspects of the business. These main areas include technology integrations, operational efficiencies, workforce optimizations and customer experience. Assessing your strengths and weaknesses in each of these pillars can help you understand what aspects of your business could be better optimized and modernized to align with customer expectati
The DiJulius Group
MARCH 15, 2022
Starbucks Barista Potentially Saves a Life by Being Present in the Moment Thankfully, a Starbucks employee was paying attention and recognized a potentially dangerous situation occurring in her Texas café. A young teenager was doing homework and a peculiar man approached her and started talking to her. It didn’t look right to the Barista, so. Read Full Article.
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.
Futurelab
MARCH 17, 2022
Click here to download a PDF of the document Click here to subscribe to all of our reports and publications For more information about our Mass Affluent Finance service offer, please click here.
Intercom, Inc.
MARCH 16, 2022
Intercom is a product-led company, focused on maximizing product innovation and development velocity. That also means we hold ourselves to high operational standards: minimizing costs, speedily addressing quality issues that arise within existing products, and mitigating security risks. The foundation of our operational health is availability. Without rock solid availability, nothing else matters.
Help Scout
MARCH 18, 2022
Want to declutter your sales and support inboxes and drive more revenue? Explore these nine email collaboration software platforms for 2022.
Execs In The Know
MARCH 14, 2022
Getting the attention of any customer is hard enough, but getting deep engagement with your product is the lifeblood of any product or customer experience team. Even leading companies with great web and mobile app experiences struggle to isolate which factors specifically drive engagement, increase retention, and delight customers. Understanding which product features, or digital touchpoints create noise, frustration, or confusion — demands fingertip access to high-quality data across all depart
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.
Shep Hyken
MARCH 16, 2022
Let’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX).
Bill Quiseng
MARCH 15, 2022
In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. No more. Satisfied customers feel service is good, not better, just average. Nobody raves about average. And satisfied customers will leave when they find something better or less expensive. Today’s customers are paying for their experience, not a business’ service or product.
Help Scout
MARCH 18, 2022
We’ve put together a list of 18 higher education email templates you can set up as saved replies to answer common student questions.
Totango
MARCH 15, 2022
Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself. Mistakes in any of these areas can ripple throughout your organization and doom your efforts to failure.
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
Conversation Agent
MARCH 15, 2022
“The limits of my language mean the limits of my world,” said Ludwig Wittgenstein. Most people prefer the use of known and simple words, to cover a lot of ground. Yet when we learn more words, we expand not just our verbal tool set, but also our mind and thinking. Yes, too many words can complicate things, but too few can get you stuck. Too few words limit your ability to tell a story.
Provide Support
MARCH 15, 2022
The post How to Provide Educational Customer Experience appeared first on Provide Support Blog.
Zendesk
MARCH 17, 2022
As much as we’d all like a Magic 8-Ball that can tell us the best sales strategy to use for every client, companies need to rely on numbers instead. While metrics can’t predict the future, they’re the best way to inform companies of what their next steps should be. One of the most useful sales metrics is ACV. It often goes under the radar, but it’s a crucial measurement that helps businesses decide where to direct their focus at any given time.
Execs In The Know
MARCH 14, 2022
Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Managing/leveraging outsourced service providers.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Comm100
MARCH 14, 2022
Public customer service expectations are higher than ever before. As the private sector has adopted digital channels and technologies to improve customer experience (CX) and satisfaction, the public sector has begun to fall behind. In the US, the top-performing private sector boasts an 8.3 out of 10 customer satisfaction score. In US government, this score languishes at 4.5.
Gainsight
MARCH 16, 2022
Customer health scores play a critical role in the success of any company. When you have strong customer health scores, your business thrives. Adoption increases, upsell opportunities present themselves more consistently, and customers advocate on your behalf, even when you don’t ask them. On the other hand, a bad customer health score can indicate churn is on the horizon, as well as poor customer stories, or worse.
Zendesk
MARCH 17, 2022
Henry Ford once said , “It’s not the employer who pays the wages. Employers only handle the money. It’s the customer who pays the wages.” There’s a reason this business revolutionary is still quoted—he was absolutely right. And ignoring his wisdom can prove disastrous. Building strong customer relations will certainly help contribute to a company’s success, but in today’s customer-centric market, it’s a critical focus area.
Execs In The Know
MARCH 14, 2022
As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.
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
Hodusoft
MARCH 17, 2022
Top Benefits of Auto Dialer software You Should Know in 2022. The global auto dialer software market is expected to reach $6.6 million by 2026. Auto dialer software market growth is driven by the significant rise in the number of call centers combined with improvements in business productivity standards. Additionally, automation across various industries and a growing demand for cloud-based dialing software to improve sales and enhance customer relationships are propelling the demand for auto di
Comm100
MARCH 16, 2022
The gap between customer service in public and private sectors is vast. The top-performing private sector in the US boasts a customer satisfaction score of 8.3 out of 10. In US government, this score languishes at 4.5. The reasons for this gap are complicated and numerous. With checks and balances built into government systems, as well as necessary regulations, citizens are often forced to interact with many departments and people to accomplish what seems a simple and straightforward task.
Zendesk
MARCH 16, 2022
Not all sales are created equal. Depending on the products, region, and size of a company, a business may require sales experts with different specialties. In 2021, Americans spent nearly $487 billion on technological products and services (a 7.5 percent increase from the previous year)—they’re expected to spend even more in 2022. With the tech industry expanding exponentially, sales companies are on the hunt for tech-savvy, down-to-earth sales representatives who know what it takes to explain b
TeamSupport
MARCH 17, 2022
Training new hires on the fly isn’t easy and yet it’s quite common. When a support team is missing hands, chances are that new support agents will be hitting the tickets with precious little preparation. Needless to say, this can quickly lead to problems with customers. When a customer chats in with a new or particularly green support agent, the team member might provide wrong information or generally make some mistakes.
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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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