Callminer
SEPTEMBER 1, 2020
See the way users and AI mesh to complete tasks in order for AI to deliver the fullest benefits to employees, organizations, and the customers they serve.
Intercom, Inc.
SEPTEMBER 3, 2020
At Intercom we believe great things can happen when you have a conversation. Which is why customer feedback is a big deal to all of our teams – it’s really integral to what we do and how we build. So If you’ve ever asked yourself – how does my feedback add up to the features and updates that we build? Then this podcast has the answers.
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Beyond Philosophy
AUGUST 29, 2020
5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?
Taylor Reach Group
SEPTEMBER 1, 2020
By Peg Ayers. A good leader is a person who takes a little more than his share of the blame and. a little less than his share of the credit. John C. Maxwell. In my years in contact center leadership, my team and I debated many topics and searched for answers to such burning questions as, “Should we allow people to wear shorts to work?”, “Is one minute late REALLY late?
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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
SEPTEMBER 2, 2020
Intercom, Inc.
SEPTEMBER 2, 2020
In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few. In fact, customers don’t just seek out higher quality service – they’re willing to pay more for it.
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
SEPTEMBER 1, 2020
Customer perception isn’t just important — it’s everything. If you’re not investing in brand perception management, you’re putting your business at serious risk. First, we’ll explore what customer perception is, before diving into some examples of why it’s so important. What is customer perception? The term, ‘customer perception’ is used to describe a consumer’s — or a group of consumers’ — feelings and thoughts about a brand.
Callminer
SEPTEMBER 1, 2020
See how customer feedback management is the increasingly technical process of sourcing feedback from customers and using it to inform business decisions.
Heart of the Customer
SEPTEMBER 3, 2020
One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.
The DiJulius Group
SEPTEMBER 2, 2020
1. Feature Article How to Be the Brand Employees Can’t Live Without By John DiJulius, Chief Revolution Officer Hiring new employees should not be your top priority. Instead focus on creating an amazing internal culture with high morale and low turnover. High employee attention will produce high employee retention, which is much easier and. Read Full Article.
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.
Callminer
SEPTEMBER 1, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experien
Totango
SEPTEMBER 1, 2020
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm.
ClientSuccess
SEPTEMBER 3, 2020
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.
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.
The DiJulius Group
SEPTEMBER 2, 2020
What does it take to be an exceptional leader? In today’s episode, Dave Murray talks with leadership expert Dr. Ken Blanchard as they discuss some key insights into servant leadership. The Ken Blanchard Companies has conducted amazing research since 1979. They have created so many amazing programs focused on developing great leaders, which is built.
Callminer
AUGUST 31, 2020
After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success!
Steven Van Belleghem
AUGUST 31, 2020
The world needs perspective and positivism. The world is currently in need of perspective, of hope, of positive signals. Because of Covid-19 many people have lost loved ones, have suffered themselves or worried about the health of their family members. On top of these personal losses, Covid-19 has taken away a big part of our social life, it has ruined entire industries and replaced our world of personal freedom with a world of rules and regulations.
ClientSuccess
AUGUST 31, 2020
You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. First of all, congratulations! Making the decision to invest in a customer success platform shows that your organization is 100% dedicated to the long-term success and growth of your customer base. .
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
Knowmax
AUGUST 30, 2020
Know your ‘Knowledge’: From Tacit to Explicit.
Gainsight
AUGUST 31, 2020
Gainsight is fortunate to help bolster the performance of many EdTech companies. When tasked with finding even more ways for Gainsight to serve companies better in this unique industry, I started by learning about the current Edtech landscape and the multiple future projections. The impact of COVID-19 on the EdTech space surfaced three recurring themes that companies should consider when planning their business strategy for next year: .
Steven Van Belleghem
AUGUST 30, 2020
The following videos were the three most popular ones during the last few weeks. AI Filters create the need to invest urgently in branding. Three customer benefits you can create thanks to technology. Bringing the human touch in a digital customer experience. The post Your three favorite summer insights videos appeared first on Steven Van Belleghem.
TeamSupport
SEPTEMBER 1, 2020
This article was originally published Aug. 28, 2020 at 3:56pm EDT to Dallas Business Journal. As Pete Khanna interviewed with TeamSupport before he became CEO, there were no in-person chats. Instead, it was all handled over videoconferencing, a new experience for him amid COVID-19. [“In my mind, you actually had more quality interactions during this process than you had in the past, because back then, people felt like you only had a certain amount of time to cover a lot of information, and they
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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.
Zonka Feedback
SEPTEMBER 4, 2020
Collecting Customer Feedback has become a necessary task for most of the businesses as this is the only way to know what your customers think and feel about you and how much they are satisfied with your products and services. Customer Feedback is important for any organization to grow.
DMG Consulting
SEPTEMBER 4, 2020
Question: I’ve heard a lot about digital customer service solutions. Isn’t this just another way of saying that it’s omni-channel? Answer: Digital customer service (DCS) consists of more than adding digital servicing channels to contact centers, which has slowly been happening for years. It’s about meeting customers in their channel (or channels) of choice and conducting an ongoing discussion with them which enhances the customer experience and builds brand engagement.
Steven Van Belleghem
SEPTEMBER 2, 2020
Social challenges. Society is looking increasingly towards companies to help tackle society’s problems. People’s trust in the companies is greater than their trust in the government, as revealed by an annual study by the American PR and marketing advice bureau Edelman. Companies like Unilever, Danone, Salesforce, Nestlé and many others now have very clear climate objectives, which are in keeping with the societal ambition to limit the effects of global warming.
Chip Bell
SEPTEMBER 1, 2020
He stood on a platform in the early afternoon of a cold November day only a few feet from the edge of Soldier’s National Cemetery. He was dizzy and feverish, suffering with the beginning of smallpox. It had been four months since the end of the bloody Battle of Gettysburg. And, he delivered a two-minute speech that would be memorized by students for next 150+ years: Four score and seven years ago…”.
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
Zonka Feedback
SEPTEMBER 3, 2020
Do you want to know why your visitors abandon your website? Do you know if your customers are happy with your website or not? What is the best way to know their views? Analyzing your website will help you understand what is lacking. Will that be sufficient? No, the best way to gather Customer Feedback is by directly asking them and ensuring you encourage different practices to collect feedback on your website.
Totango
SEPTEMBER 4, 2020
You can deliver more value in one targeted message than you can in an entire afternoon of aimless conversation. That is the idea behind tech-touch customer success solutions: thoughtful, relevant, value-driven communication delivered only when it has a positive impact on the customer. When your enterprise starts to fulfill its growth potential, it becomes impossible to greet every customer with one-on-one attention.
TeamSupport
SEPTEMBER 1, 2020
We began this blog series with Part 1 on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. In Part 2 we explored how to use reporting to determine how happy your customers are and what to do if they’re not. We conclude this series with Part 3 where we walk you through how to make strategic business decisions based on trends.
SugarCRM
SEPTEMBER 3, 2020
Five Ways You Can Drive Revenue From Your CRM. Customer relationships form the heart of every successful business. Companies grow and thrive by developing strong, meaningful relationships with their customers and using that rapport to cut through the noise of an overcrowded, overstimulated market. Whether you work in a B2B or B2C industry, modern customers want to be treated like the unique individuals they are.
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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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