Callminer
DECEMBER 15, 2021
CallMiner has made strong progress in helping organizations drive business performance improvement with conversation analytics. Read more from CallMiner CEO, Paul Bernard, on recent company momentum.
Uniphore
DECEMBER 14, 2021
Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions. Through Cisco’s SolutionsPlus Program, Cisco’s customers and channel partners can purchase Uniphore’s conversational automation products to enable more efficient, frictionless and secur
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Adrian Swinscoe
DECEMBER 16, 2021
The lovely folk at Braze, a comprehensive customer engagement platform that powers relevant and memorable experiences between consumers and the brands they love., invited me along […]. The post Getting personalisation right will require marketers to do different things first appeared on Adrian Swinscoe.
Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
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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.
Callminer
DECEMBER 13, 2021
Read this blog to learn what patient experience is, how it differs from patient satisfaction and why it's important to healthcare organizations.
Uniphore
DECEMBER 13, 2021
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 16, 2021
A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . If social media part is not part of your contact center’s customer service vision , you’re missing out on valuable business opportunities, like: . promoting sales; . improving customer satisfaction; and . enhancing your business processes. .
Inside Customer Service
DECEMBER 16, 2021
The job description had been wrong for two years. That's what the IT service manager discovered when he checked with human resources. He was trying to find a reason why so many new hires were ill-prepared for the job they were hired to do. And why they often left so quickly. The manager learned that human resources recruited new hires using a job description meant for the customer service contact center.
Intercom, Inc.
DECEMBER 16, 2021
If you’re in the startup world, chances are you know exactly who Andrew Chen is. Moreover, you’ve likely benefited from his advice at one point or another. A mathematician by training and growth expert by trade, Andrew led Uber’s Rider Growth teams in the pre-IPO period, and for the past three years, he’s been a general partner at Andreessen Horowitz, the most widely-known VC firm on the block.
Customer Think
DECEMBER 12, 2021
Businesses are always seeking new and exciting ways to engage with their customers. Today, marketers and sales agents can choose from a range of technologies to connect with them. Recent years have seen the rise of live chat and chatbot features on websites and social media channels, but email remains the foremost choice for customer-company […].
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.
Uniphore
DECEMBER 17, 2021
The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. This means that the more than 900 payers 1 in the current U.S. healthcare market must continue to transform how they interact with consumers if they want t
Myra Golden Media
DECEMBER 15, 2021
For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.
The DiJulius Group
DECEMBER 13, 2021
The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.
Customer Think
DECEMBER 14, 2021
Due to the digitalization of the marketplace, many companies have embraced online touchpoints and communication channels when it comes to lead engagement. In the middle of this shift toward online-based marketing, email has established itself as one of the main customer interaction and engagement tools for digital companies. According to data gathered by industry experts […].
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.
Uniphore
DECEMBER 17, 2021
Where. The Star Gold Coast. When. Feb 24th & 25th 2022. Who. Ravi Saraogi Co-founder and President APAC. Join Uniphore at the Customer Contact Week event on the Gold Coast this February! Where? The 2022 CCW will be hosted at The Star located at 1 Casino Dr. Broadbeach QLD 4218 Australia. Booking information and discounts can be viewed on the CCW website.
Doing CX Right
DECEMBER 17, 2021
Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right.
Shep Hyken
DECEMBER 15, 2021
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.
Customer Think
DECEMBER 16, 2021
By most measures, Tesla's future is looking bright. But it's no secret that the build quality of Tesla generally stinks. Perhaps Tesla's biggest vulnerability is in their intentional removal of humans from the experience.
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
Uniphore
DECEMBER 14, 2021
Learn how to optimize outsourced customer service. operations with next-generation conversational AI. Higher call volumes, more complex requests and overburdened employees are driving more BPOs toward digital transformation. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact?
Conversation Agent
DECEMBER 14, 2021
Luke told me he had found the perfect company. Every person he talked with felt similarly about his philosophy of work and he couldn't be more excited. Nine interviews later, he capped the process by talking with the Chief Executive Officer. Possibility was in the air. Then, a member of the Advisory Team decided not to move forward. Without even learning anything about him.
CSAT.AI
DECEMBER 16, 2021
Offshoring contact center operations is not a new concept. When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring in a multilingual world. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management.
Customer Think
DECEMBER 16, 2021
I wonder if we need to rethink our concepts of sales and marketing and how we organize to provide those functions within the organization. Looking back, historically, it has made sense to separate the functions. Marketing was primarily focused on creating visibility and awareness. It typically dealt with markets and industries, not customers. It’s [.].
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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.
Help Scout
DECEMBER 17, 2021
What can customer service professionals learn from Geraldine DeRuiter’s review, 'Bros., Lecce: We Eat at The Worst Michelin Starred Restaurant, Ever'?
Beyond Philosophy
DECEMBER 11, 2021
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.
Steven Van Belleghem
DECEMBER 14, 2021
Driving loyalty. So, NFTs can be art, video, music, or animations that customers can purchase to access perks, join communities, or resell the asset. I talked with Jeremiah about how the NFT craze has been hot during the last few quarters of 2021, as wealthy crypto investors are collecting rare digital art, that often dramatically increases in value, or grants utility to premium online experiences, and/or is a ticket to an elite community of other NFT holders.
Customer Think
DECEMBER 12, 2021
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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
Help Scout
DECEMBER 14, 2021
When backed by human support, customer self-service is key to delivering excellent support. Here's what you need to know to get started.
Uniphore
DECEMBER 17, 2021
Set your organization up for success with these best practices for automation implementation. More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. At the top of the list for those planning or undergoing “digital transformation” is Conversational Automation. And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satis
Zendesk
DECEMBER 15, 2021
Listen to your customers. It’s something a lot of companies say, but not so many of them actually do. Gathering customer feedback can help you see trends, understand what people want, and find ways to improve your product or service. A good feedback form can help you do all of this and more. Even though we know it’s crucial to gather feedback, it can sometimes be hard to know how to design a customer survey that actually works.
Customer Think
DECEMBER 12, 2021
eCommerce Use Cases for a Recommendation Engine Cross-selling and upselling are traditional merchandising strategies that retailers use to turn shoppers into buyers. The same tactics apply to eCommerce stores as well. Marketers need to recommend products for customers, not just miss out on the cross-sell or upsell opportunities. This will help them avoid losing potential […].
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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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