Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
Intercom, Inc.
AUGUST 3, 2021
One of our core company values at Intercom is “We obsess about our customers’ success.” We love solving our customers’ most important, most urgent, and most valuable problems. To do this, we believe that understanding our customers and how they use our products holistically is critical. Gaining that holistic understanding, however, is a huge, ever-changing challenge – it requires deep context into our products, customers, and business.
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Callminer
AUGUST 4, 2021
The goal of Project Ice Cream was to use our own solution to gain a better understanding of the aspects of business and data that inform our use cases.
Inside Customer Service
AUGUST 5, 2021
"You shouldn't have to experience this." The words just blurted out of my mouth. A customer had called, upset about receiving the wrong item. I saw past their anger and empathized with the inconvenience it was causing them. "I'm really sorry about the mistake. We need to do better. I'm going to make sure we send you the correct item." Then, something mysterious happened.
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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.
Fonolo
AUGUST 5, 2021
Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. The proof is in the statistics — a proper training strategy leads to more engaged employees.
Customer Think
AUGUST 4, 2021
Technology advancement, customer desires, and a host of other variables influence a Mobile App Development Company. The mobile app sector has grown into a massive economic model, and it is thriving. Because mobile phones are seen as a great potential for businesses, this article will look at the newest technical advancements in mobile app development. […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Sprinklr
AUGUST 6, 2021
One-size-fits-all marketing is no longer enough. We live in a fast-paced world, one dominated by the proliferation of social media and other digital channels that constantly compete for our time, attention, and business. Your customers are no longer in one place, they’re everywhere — across multiple digital channels and certain to be jumping on any of the new platforms when they launch.
Fonolo
AUGUST 3, 2021
You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Excel Spreadsheets won’t cut it anymore. Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions.
Customer Think
AUGUST 6, 2021
If you think your business doesn’t need a chatbot, think again. Chatbots have the power to streamline workflows and provide better service, making them a fit for every industry. They improve everyone’s experience—from employees to customers—by finding opportunities where tasks can be automated so that employees have more time to focus on the interpersonal aspects […].
Experience Investigators
AUGUST 3, 2021
Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. Customer experience management can feel like a lot.
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.
Sprinklr
AUGUST 6, 2021
I’ve said this before (and I’ll probably say it again), but there has never been a better time to be a marketer. In this MarketingProfs webinar, Valerie Witt and I explore the merging of mass reach with 1:1 engagement — a sea change that gives brands unprecedented marketing potential. You’ll hear examples of how leading brands have implemented mass 1:1 marketing, and learn the steps you can take to copy their success.
Uniphore
AUGUST 6, 2021
Alliander Uses Visual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Customer Think
AUGUST 1, 2021
As we make our way through 2021, our Artificial Intelligence (AI) and Business Intelligence (BI) dreams are turning into a reality. Bots, machine learning, predictive models, and big data all impact businesses daily. But are these technological advancements making brands appear less caring? Less real? Less human? It’s a valid concern, especially when the latest […].
Adrian Swinscoe
AUGUST 2, 2021
Back in April 2016, Pearson published a book I wrote called How To Wow. At the very back of the book is a section called Final […]. The post How many more customers need to cry? first appeared on Adrian Swinscoe.
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.
Sprinklr
AUGUST 5, 2021
I love tradition and I love sports, so it is no surprise to anyone who knows me well that I absolutely adore watching the Olympics. A magnificent, inspiring sporting occasion with such an incredible heritage: The first modern Olympics took place in 1896 in Athens, and featured 280 participants from 12 nations, competing in 43 events. Today, Japan will play host to over 11,326 athletes from 206 National Olympic Committees involved at the Games.
Uniphore
AUGUST 6, 2021
Alliander Uses Virtual IVR to Improve Millions of Interactions. With more than 3 million utility customers, the Dutch utility provider Alliander is constantly inundated with customer queries. Jacada’s Customer Assistant solution, combined with WhatsApp integration, helped to reduce call numbers and provide an enhanced digital customer experience. Almost immediately after the launch of Visual IVR on our national line, the number of calls reaching agents has reduced tangibly.
Customer Think
AUGUST 1, 2021
In June, an international coalition of consumer rights organizations and data protection experts called for a ban on “surveillance-based advertising.” Are you surveilling the future of your micro-marketing? The most nimble companies are, and this will likely change how online advertising works, soon. More tech companies are placing consumers at the center of the advertising […].
C3Centricity
AUGUST 2, 2021
This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. In general, it is critical to get the importance level of each function as well as our performance score.
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
The DiJulius Group
AUGUST 2, 2021
The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.
Doing CX Right
AUGUST 2, 2021
Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.
Customer Think
AUGUST 6, 2021
I love working with engineers (and any other technologists who think like one). I always have. Why? Because they’re logical. Straightforward. They hate BS. Which is why they have so much trouble making marketing work; they believe that they have to pra.
Intercom
AUGUST 4, 2021
Preparing to interview for a new job is challenging. It takes time, energy, and foresight to anticipate what you might be asked. And if you’re like me, you’re probably left wondering afterwards if you said the right things or shared the right examples. . When we’re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can.
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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.
Totango
AUGUST 5, 2021
Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.
Adrian Swinscoe
AUGUST 5, 2021
Today’s interview is with Sirte Pihlaja, who is the CEO (Customer Experience Optimiser) of Shirute, the first customer experience agency in Finland as well as a Lego […]. The post Playing your way to a stand out customer experience – Interview with Sirte Pihlaja first appeared on Adrian Swinscoe.
Customer Think
AUGUST 6, 2021
There are a trillion reasons why online retailers have to pack each delivery box with something that captures the emotion of the moment. The trick is making those feelings good ones, by seeing what the shopper sees when that package arrives. Online retail sales are predicted to reach nearly $910 billion in 2021 – up 13.7% […].
Heart of the Customer
AUGUST 3, 2021
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.
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
Totango
AUGUST 3, 2021
A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.
Conversation Agent
AUGUST 2, 2021
“No one can teach you to win. But only give you the tools to learn how to do it yourself. And until the lesson gets into your head, defeat can also taste good. It can even be the best flavor you've tasted up to that day.” Marcell Jacobs just won the Olympic gold for the 100 meters in Tokyo. He broke a speed record. Jacobs had always been fast. But something kept him from breaking through.
Customer Think
AUGUST 6, 2021
For years, technologies like Apple’s Siri, Amazon’s Alexa, and Microsoft’s Cortana have helped users search the internet, schedule meetings, and remember important dates. Artificial intelligence technology has permeated not only daily life, but also business. It is a generational shift in technology, a wave as big as the internet. For salespeople in particular, artificial intelligence […].
The Contact Company
AUGUST 3, 2021
Every brand makes mistakes sometimes, and interactions can be tricky for the customer service team when customers are feeling frustrated, but it’s the team’s job to turn this around. As […]. The post Customer Service Phrases to Avoid appeared first on The Contact Company.
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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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