Adrian Swinscoe
MARCH 25, 2022
This is a guest post from Nikhil Pereira, Customer Experience (CX) Practice Leader at Tech Mahindra. What is customer experience and why is it important? Customer […]. The post Predicting the future of customer experience (CX) first appeared on Adrian Swinscoe.
Intercom, Inc.
MARCH 24, 2022
Intercom was born out of a simple idea – to make internet business personal. And ever since that first release over 10 years ago, we’ve stayed true to that mission. But the technology, market, and customer needs have evolved since then, and for businesses to thrive, they need next-generation tools that are purpose-built to meet these evolving needs.
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Futurelab
MARCH 20, 2022
Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Tags: Annette Franz (Gleneicki) culture customer experience customer-centric product design Facebook Like. Linkedin Share Button. Tweet Widget.
Inside Customer Service
MARCH 24, 2022
Many customer service employees automatically offer free or discounted food, products, or services when something goes wrong. Didn't like your meal? Here' a free dessert. Not happy with your car wash? Next one's on us. Shipment take too long to arrive? Get 20 percent off your next order. As counterintuitive as it might seem, freebies and discounts can make service recovery worse, not better.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Adrian Swinscoe
MARCH 21, 2022
Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: […]. The post In three years gig experts will be able to do everything agents can do in the contact centre – Interview with Roger Beadle of Limitless first appeared on Adrian Swinscoe.
Heart of the Customer
MARCH 22, 2022
After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. This despite organizations focusing on and investing more in CX than ever before. SuperOffice’s survey of 1,920 business […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
PeopleMetrics
MARCH 25, 2022
Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? How do they work?
Bill Quiseng
MARCH 23, 2022
“People need to be reminded more often than they need to be instructed.” Samuel Johnson. In the 1980s TV police drama series, Sgt. Phil Esterhaus, portrayed by Michael Conrad, cautioned his officers at the end of roll call with “Let’s be careful out there” When I was GM at The Henry Dearborn-Autograph Collection, Dearborn, MI, one of our senior sales managers ended their daily morning stand-up meeting with “Let’s be safe out there” But I told them
Steven Van Belleghem
MARCH 23, 2022
Health services to the home. Today, we’re entering a new phase. More and more organizations are building their services around the customer, actually going to them. I find it extremely fascinating to see that the old model is now being turned upside down. Once upon a time, we used to get excited about getting “fibre to the home” (FTTH). Well, today, we’re going to see more and more “services to the home” (STTH).
Futurelab
MARCH 20, 2022
In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers.
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Shep Hyken
MARCH 23, 2022
I recently received a note from my friend and Shepard Letter subscriber, Michael Staenberg. He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. At the top of the list was being on time. . I’ve seen lists like this before. They include being on time, having a good work ethic and a positive attitude, doing more than expected, and more. .
Bill Quiseng
MARCH 24, 2022
“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!” Tom Peters. Customers are paying for their experience, not your product or service. They buy with emotion and justify that decision with reason. And customers seek the best emotional value for their experience, not your logical best price.
Hodusoft
MARCH 24, 2022
The Future of customer service is the Omnichannel Contact Center. Regardless of how the customers contact you, they expect to have their issues resolved on time. Nowadays, customers expect businesses to allow them to switch seamlessly between different channels such as phone calls, website chats, video chats, and emails to meet their needs. . A service platform is needed to meet these demands that effectively integrates all data sources and channels, so agents can effectively and efficiently man
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
The DiJulius Group
MARCH 22, 2022
Several months ago, KeyBank has been focusing on delivering an excellent customer experience, improving their customer satisfaction rate, and minimizing customer churn rates – made changes to the ATM software which allowed clients the freedom to choose their bill denominations. Historically, ATMs only provided twenty-dollar bills, regardless of the amount of the withdrawal.
MyCustomer Experience
MARCH 24, 2022
BInsurance companies have always had the challenge of delivering personalized support for their customers. From selecting coverage and. 24th Mar 2022. By Mandy Reed Global Head of Marketing.
Totango
MARCH 25, 2022
Does this sound familiar to you? Your team sets out to map a new customer success workflow or process, but each person has a different way of doing it. You may prefer using sticky notes, while another team member likes slide decks and yet another prefers digital mapping tools. After you finally decide on which medium to use and manually map out your journey, then you each use a different tool to run campaigns and tasks. .
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on February 3, 2022. The COVID-19 pandemic has amplified existing customer expectations and created new and unexpected ones. Those changes drove GetFeedback to research 2,200 professionals in the United States and Europe. Their findings are presented in The 2022 State of CX Report.
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Fonolo
MARCH 24, 2022
While average call center attrition rates range between 30-45%, many businesses experience metrics as high as 90%. As call center leaders, you must be aware of attrition in your business strategy, and find ways to retain top call center agents. Before you can craft a strong retention strategy, you must first understand what causes call center attrition in your call center.
MyCustomer Experience
MARCH 24, 2022
TWhen it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people. 24th Mar 2022. By BlueOceanContactCenters.
Execs In The Know
MARCH 25, 2022
To say the pandemic changed everything is an obvious understatement. As the pandemic eases and the way work gets done stabilizes, the work-from-home (WFH) hybrid model is a top choice for many organizations. Although the WFH hybrid model looks different for every organization, the success of the hybrid workplace hinges on organizations’ ability to balance the experience of in-office and remote workers with business goals and objectives.
Futurelab
MARCH 20, 2022
Today’s post includes an excerpt of a guide I wrote for GetFeedback in November 2020. The original guide can be found here , and a video excerpt can be found here. Does this sound like your company’s leadership: When it comes to developing your product roadmap and prioritizing customer feedback, you’ve got a CEO who knows exactly what to build but with no consideration for customers and what problems they need to solve.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Zendesk
MARCH 22, 2022
Finding a good position in tech sales isn’t easy, but it’s not impossible. The tech industry is constantly churning out new products to sell, and it needs good salespeople to communicate the value of its products to a public overwhelmed with options. Luckily, many companies are willing to train the right people. In this guide, we’ll break down the essentials of tech sales and what you’ll need to begin applying for work in this competitive field.
Hodusoft
MARCH 22, 2022
The Call & Contact Center Expo at Las Vegas started with much fanfare, where HoduSoft showcased its innovative unified communications products. The HoduSoft team met, networked and forged new ties while renewing the old ones. The event is one of the world’s premier customer engagement and business intelligence events. The event took place in Las Vegas Convention Center on 16th & 17th March this year.
Logicalware
MARCH 21, 2022
With more people now shopping online, businesses must deliver high-quality digital experiences in order to stay competitive. While many businesses today offer general live chat or chatbots on their website, these channels are not reaching their full potential. That’s because they are reactive chat functions, where the onus is on customers to start conversations.
Futurelab
MARCH 20, 2022
In last week’s post , I wrote about the acquisition versus retention “dilemma” from the marketer’s perspective. Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers Tags: Annette Franz (Gleneicki) customer experience customer retention marketing Facebook Like.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Zendesk
MARCH 21, 2022
Every executive in the world spends part of their day wondering how to make their products and services stand out while still turning a profit. That’s the dream of all businesses: create great products, and earn a lot of revenue. Though it’s easy to articulate, it’s not easy to accomplish. So what’s the secret ingredient—the difference between the companies that rise to the top and those that crash and burn?
Totango
MARCH 24, 2022
We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. It was refreshing to reconnect with our customers and peers in the customer success community and inspire businesses across the globe with purposeful presentations and product demonstrations, meaningful conversations and fun social interactions. “ It was one of the more productive gatherings I’ve a
Comm100
MARCH 23, 2022
As financial institutions emerge from the disruption of the pandemic, credit unions find themselves in an interesting position. By all available metrics, this is a period of unprecedented growth for credit unions around the world. The World Council of Credit Unions recently reported a 29% global growth in CU membership year-over year. With such growth, partly driven by raised bank fees, comes great opportunity to expand membership.
Futurelab
MARCH 20, 2022
I originally wrote today’s post for Momentive.ai. It appeared on their site on January 25, 2022. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. Tags: Annette Franz (Gleneicki) employee experience employee retention growth leadership customer experience customer retention customer-centric Facebook Like.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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