CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Callminer
SEPTEMBER 25, 2019
Companies are using business intelligence software today than ever before. These expert BI software tips will help you make smart BI buying decisions.
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Intercom, Inc.
SEPTEMBER 24, 2019
A lot of the books, articles and discourse around product design focuses on the process of design work (the things designers do) and the output of design work (the things designers deliver). We often spend less time thinking and talking about the impact of design work – that is, what does our work truly achieve and change beyond just the artefact that it delivers.
Beyond Philosophy
SEPTEMBER 26, 2019
Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.” We put loads of material out there to ensure we were “talked about.” We discussed marketing efforts in our latest podcast.
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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.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Callminer
SEPTEMBER 23, 2019
A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired with low talk time, is a common goal.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
SEPTEMBER 27, 2019
The Key to Successful Marketing Communications. There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers.
CX Accelerator
SEPTEMBER 24, 2019
We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.
Heart of the Customer
SEPTEMBER 26, 2019
I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]. The post Fees = Lazy CX appeared first on Heart of the Customer.
ProProfs
SEPTEMBER 23, 2019
The goal of education is understanding; the goal of training is performance. – Frank Bell. Visualize these scenarios: The vacant posts in your organization are taking tons of time to get filled. There are growing grievances and employee litigations. The HR department’s productivity is falling fast. They are out of touch with the industry trends.
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.
The DiJulius Group
SEPTEMBER 25, 2019
The DiJulius Group held our annual Customer Service Revolution September 11th & 12th in Cleveland, Ohio. It has grown into the #1 Customer Service conference with a community of 700 extremely passionate revolutionaries, from all over the world, looking to create brands customers cannot live without and make price irrelevant. This year marked The DiJulius Group’s 11th conference with the highest ratings.
SurveySensum
SEPTEMBER 23, 2019
Learn about the Net Promoter Score and its importance to drive customer loyalty. Net Promoter Score (NPS) is not just a metric but an indicator of brand success and has a direct relation with Customer Experience (CX). Improving the NPS score using Net Promoter Score Software can simply help businesses to analyze customer insights and drive the growth of an organization by driving customer loyalty.
Chip Bell
SEPTEMBER 24, 2019
“Thank you for being my customers,” the clothing store manager said to a group of prospects who seemed to be loitering in his mall store. The uniqueness of his statement was that it was directed at three loud teenagers who seemed to be permanently attached to their phones. Out of earshot of the owner, one young man remarked to his buddies, that they should probably buy something since the owner was being so nice.
ProProfs
SEPTEMBER 23, 2019
It’s not about selling. It’s about creating value for your audience. . Jerry Allocca, award-winning digital marketing instructor. According to the National Center for Education Statistics, U.S. Department of Education, more than 5 million students take online courses every year. Federal data collected from over 4,700 colleges and universities shows that more than 6 million undergraduate students in the U.S. took at least one online course in 2016.
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.
CSM Practice
SEPTEMBER 25, 2019
The subscription model has changed everything. In reality, it has put all the power in the customer’s hands. This is the power of choice. With it, customers can either choose to retain your services as a business or simply churn and choose another. A good customer success manager (CSM) must understand the factors that result in churn and how to overcome these factors by taking customer success to the next level.
Gainsight
SEPTEMBER 24, 2019
This is a blog about how to create a strategy for dealing with sponsor change. But because it’s me , I want to first talk a bit about quantum mechanics and causal determinism. Feel free to skip down for the business tactics, but if you’re interested, read on! Data, determinism, and demons. In his 1814 Philosophical Essay on Probabilities , the physicist Pierre-Simon de Laplace imagined a hypothetical intellect that could “know all forces that set nature in motion, and all posit
Totango
SEPTEMBER 26, 2019
It’s simple: engaged users are more likely to stick with your brand. But heightening user engagement to compel renewals year after year isn’t so simple. And if you’re struggling to raise engagement and retention rates through separate initiatives, you may have trouble raising either. User retention is when customers come back to your product after the initial use.
ProProfs
SEPTEMBER 26, 2019
AI & Machine learning has penetrated almost every vertical, education included. . As revealed in an eSchool report , AI in the education sector is expected to grow by 47.5% through 2021. Fortunately, they are not here to disrupt the modern methodologies applied in the classrooms around the globe. . It is quite the opposite; both AI and machine learning can improve education and enrich the learning experience beyond the borders we have now. .
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
Fonolo
SEPTEMBER 26, 2019
Credit unions’ commitment to serving their members is reflected in their strong growth: these financial institutions now count more than 110 million people as members and hold deposits totaling $1.1 trillion. When a growing sector builds its reputation on customer service, customers themselves can feel the strain of growth when that reputation is no longer met or exceeded.
TeamSupport
SEPTEMBER 27, 2019
As technology continues to move forward, more companies are seeing an influx of international customers that didn’t exist a decade ago. For many companies based in the United States, a large percentage of their new international customers are from the United Kingdom (aka “the UK”). Made up of four countries – England, Scotland, Wales, and Northern Ireland – the UK may share a common language with the US, but there are some notable cultural differences.
Totango
SEPTEMBER 26, 2019
September 26, 2019. Yesterday at the 2019 APPEALIE SaaS Conference in San Francisco, Totango was named the winner of the 2019 APPEALIE Award for Best SaaS Customer Success. The APPEALIE is awarded annually to SaaS applications and solutions that demonstrate excellence through innovation, customer delight and dedication to constant improvement. Judged by leading customer success experts, entrants for the Best SaaS Customer Success category were judged based on their best customer success stories
Customer Bliss
SEPTEMBER 26, 2019
Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Headcount allows you to have more order and structure within your organization. You need it to have a better understanding of who does what in the company and how it trickles down to the customer experience.
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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.
Fonolo
SEPTEMBER 24, 2019
From SMS to live chats, messaging is becoming an important part of different companies’ sales and customer service strategy. Many major brands have adopted some form of messaging to assist customers prior to, during, and even after a sale has been made. This powerful feature has the capability to help companies both drive sales and increase customer satisfaction. .
Steven Van Belleghem
SEPTEMBER 26, 2019
Masters of Scale with Reid Hoffman. As the co-founder of LinkedIn and a legendary VC, the American internet entrepreneur and author Reid Hoffman has a truly impressive CV. If anyone knows how to scale, it’s Reid. So I was immediately drawn to his podcast which promises to “offer you best start-up advice from Silicon Valley and beyond”. And, boy, does the show deliver: iconic CEOs from iconic companies like Netflix, Google, Facebook, Starbucks, Nike, Fiat, Spotify, Instagram, Airbnb, Uber, Slack,
Totango
SEPTEMBER 24, 2019
Your customer only sees one brand. For them, customer attraction and retention blur together into one ongoing journey. . It’s important to keep that perspective in mind as you help customers progress through different teams—from sales to customer success and back again—and through different phases, such as onboarding, adoption, and renewal. Knowing these different stages can be powerful for monitoring, servicing, and motivating customers, but it all needs to come from a unified, consistent brand
CSAT.AI
SEPTEMBER 25, 2019
Dina goes online to contact a company she bought cable tv service from. She changed her service package but was still charged her previous package price this month. Annoying. She enters her customer number and other requested data into the chatbot. When the chatbot was unable to help her she was transferred to a live agent. Ugh! The live agent asked for her customer number and information again.
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
Fonolo
SEPTEMBER 26, 2019
Like most companies competing in the modern marketplace, the financial industry is subject to spikes in call volume due to seasonality. Despite the increased offering of digital channels for handling customer service requests, surges in call center activity for financial institutions are a regular occurrence. The reason for these surges varies: They may be the result of unexpected crises (such as a data breach) or more predictable events like annual mortgage renewals or tax season.
ClientSuccess
SEPTEMBER 26, 2019
Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . That’s one of the reasons why so many businesses focus on retaining the customers they’ve already gained.
Comm100
SEPTEMBER 23, 2019
The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers.
Totango
SEPTEMBER 23, 2019
Totango Product Updates | September 23, 2019. First, I would like to start by thanking all of you who joined us for a great Customer Success Team Summit in New York City last week! We had a great few days, discussing customer success best practices, sharing experiences and knowledge. IBIZA focuses on improving the Portfolio Manager’s workflow – removing friction, reducing noise and delivering a more intuitive experience. .
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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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