VOZIQ

APRIL 21, 2022

According to Gartner, as much as 80% of business information is in unstructured form. This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with. Not only is this a limitation, but the foundation of a myopic retention roadmap.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

Shep Hyken

APRIL 20, 2022

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. . The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting.

Manufacturing 116

Manufacturing Customer Service Technology Technology 116

Conversation Agent

APRIL 20, 2022

“If all you offer is money, all you get are mercenaries,” says Frederik Gieschen. Incentives shapes behavior. Wall Street may indeed need new storytelling.# Michael Lewis says the system is stale and needs a breath of new imagination. When a story gets stale, the business attached to it is stuck. Perhaps Wall Street's story is stale. But “the game of markets is as interesting, challenging, and alive as it has ever been.

Gaming 96

Gaming Technology Technology 96

Adrian Swinscoe

APRIL 22, 2022

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]. The post Why CMOs should invest in their customer service teams first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service B2C 246

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.

APRIL 20, 2022

Designers at Intercom work in cross-functional teams that strive to consistently ship great products. We design simple systems that solve complex problems for our customers. That doesn’t mean we don’t obsess over user interfaces; it means spending time on the right things. Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Inside Customer Service

APRIL 21, 2022

I recently had to contact technical support. My external hard drive was failing, and I wanted to recover the files. The rep clearly had to follow a script. Unfortunately, none of his scripted troubleshooting steps fixed the issue. Then, it got awkward. He told me that he was willing to "delight me" by offering free access to the company's file recovery software.

Customer Service 155

Customer Service Start-ups Customer Experience 155

Adrian Swinscoe

APRIL 19, 2022

Today’s interview is with Mandisa Makubalo, the CEO of Unlimited Experiences SA, the 1st 100% black women owned CX Management Consultancy in South Africa, a global […]. The post Using customer experience as a tool to drive economic development – Interview with Mandisa Makubalo first appeared on Adrian Swinscoe.

Management Consulting 190

Management Consulting Customer Experience CX 190

The DiJulius Group

APRIL 19, 2022

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric. Rather than methods that can result in skewed “vanity statistics,” executives and.

Customer Experience 118

Customer Experience Customer Loyalty Customer Satisfaction CX 118

Steven Van Belleghem

APRIL 20, 2022

For those of you who’re still pretty new to Web3, first a very short tutorial on what it is: web1: read. web2: read + write. web3: read + write + own. Web1, the first – read-only – version of the internet, consisted of simple, static websites with limited functionality or interaction. In the next phase, that of Web2, the web became participatory.

Advertising/ Marketing 117

Advertising/ Marketing Gaming Legal Social Media 117

SixteenVentures

APRIL 19, 2022

Disclaimer: The following assumes your customers are humans. Don’t get me wrong, customers dislike A LOT of things. But there are three things that elicit such a deep, visceral response that the only applicable word is hate. Strong word, but strong emotions. In my many years of helping companies grow through Customer Success, the thing I’ve always tried to do is understand why humans behave the way they do.

Customer Relationship Management 114

Customer Relationship Management B2B CRM Technology 114

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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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Shep Hyken

APRIL 22, 2022

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success. According to Gallup, highly engaged teams are 21% more productive. What’s the connection between engagement and productivity and how do you achieve this nexus?

Healthcare 112

Healthcare Contact Center CX Innovation 112

MyCustomer Experience

APRIL 18, 2022

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want. 11th May 2022 Hyper-personalisation: The future of CX? By Michael Hinshaw Founder and President.

Customer Experience 109

Customer Experience CX 109

CommBox

APRIL 19, 2022

Do you know what your customer’s journey looks like? If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. . It shows the different stages of the customer’s experience, from when they first hear about your product or service to when they become a returning customer. .

Customer Journey Map 105

Customer Journey Map Invoicing Start-ups Touchpoint 105

Zendesk

APRIL 21, 2022

Live chat is a must-have customer support channel, but that doesn’t mean it’s one-size-fits-all. These three ecommerce companies–Mack Weldon, HUM Nutrition, and KEEN Footwear–have developed the live chat best practices that best support their customers. Compare and contrast for ideas on what might work for you. Conversations are the foundation of great customer service.

CX 98

CX Sales Omnichannel Customer Loyalty 98

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

Logicalware

APRIL 20, 2022

Riis Bilglass AS is Norway’s largest car glass chain , with 185 branches. The company’s success comes from its commitment to delivering exceptional customer service that stands out from the crowd, says Sales Manager Garth Smestad. “Good customer service for me is the ability to always exceed the customer’s expectations. This is a strong feature throughout our organisation,” he says.

Customer Service 98

Customer Service Customer Satisfaction Customer Survey Customer Relationship 98

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers.

AI 98

AI Machine Learning Omnichannel CRM 98

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . We’ve all been there.

Scorecard 97

Scorecard Start-ups Customer Experience 97

Zendesk

APRIL 18, 2022

If you wrote a research paper in college, you may still be haunted by the strict, seemingly arbitrary rules of citations in the MLA, APA, or CMS formats. But there was a good reason to cite your research: you, and anyone reading your paper, needed to know where you got your sources. It’s no different for sales and marketing teams when sourcing leads.

Social Media 98

Social Media CRM B2B B2C 98

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

Kate Nasser

APRIL 17, 2022

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

Customer Service 95

Customer Service Customer Experience Sales 95

Ameyo Callversations

APRIL 18, 2022

Businesses increasingly shift focus towards scalable conversations with customers, leveraging advanced conversational AI platforms to meet consumer expectations. As a result, the Conversational AI market is set to grow 30% annually until 2024, with more use-cases emerging to solve critical challenges. Conversational AI platforms offer a programmatic and intelligent way of offering highly personalized and insightful conversations with customers.

AI 98

AI Machine Learning Omnichannel CRM 98

Beyond Philosophy

APRIL 21, 2022

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons. So, with all these differences, how do you find the customers that want the same things and target them the same way? The answer is in customer segmentation, and we have five rules to share on how to segment properly.

Entertainment 88

Entertainment Customer Satisfaction CX 88

Zendesk

APRIL 18, 2022

The sales industry can’t stop talking about lead generation. Unfortunately, that’s not because it’s popular—it’s because it’s impossible to nail down a formula. Lead generation is the one aspect of business that we may never fully understand. There are hundreds of successful lead nurturing and sales plan templates once a lead is found, but even the most successful companies struggle with gathering leads in the first place.

B2B 98

B2B B2C Sales Social Media 98

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

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

Contact Center 81

Contact Center Start-ups Technology Technology 81

MyCustomer Experience

APRIL 21, 2022

GCompetition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving. 21st Apr 2022. By Smoke CI.

CX 81

CX 81

Heart of the Customer

APRIL 22, 2022

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. You have to analyze the journeys of decision-makers, influencers, and users, as well as how […].

B2B 78

B2B CX B2C NPS 78

Zendesk

APRIL 21, 2022

A common issue in the sales industry is that some salespeople fixate on selling their product or service without considering if it will actually help the customer. It’s kind of like a waiter at a diner who brings you the special without even asking what you’re in the mood for—and then still presents you with a full bill. Solution selling is a decades-old sales methodology that involves a more empathetic approach to sales.

Sales 98

Sales CRM Data Entry B2B 98

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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

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profit

Non-Profits 78

Non-Profits Customer Satisfaction Outlook Technology 78

Fonolo

APRIL 19, 2022

Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider. Try aligning time-off requests with operational needs, or managing agent availabilities with unexpectedly high call volumes, and you’ll quickly understand how tall an order this can be. Call center managers need to balance call volume data, operational requirements, and agent skill-sets to create a solid agent schedule.

Contact Center 67

Contact Center Start-ups Technology Technology 67

Shep Hyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Tracking Customer Experience? Measure Outcomes, Not Indicators by Mike Cooper. (The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number.

Customer Service 65

Customer Service Retail CX Start-ups 65

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. With this in mind, it becomes crucial to keep an eye on the latest credit union technology trends that will help them to improve credit union member engagement and experience.

Technology 59

Technology Technology Compliance Start-ups 59

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