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?
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
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
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
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!
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.
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.
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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.
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.
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.
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.
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.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
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. .
Callminer
SEPTEMBER 2, 2020
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.
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.
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.
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
DMG Consulting
SEPTEMBER 4, 2020
Contact Center WFO Solutions In the Future. The contact center WFO suite market has performed well in both good and challenging economic times. It has outperformed most other contact center IT segments during economic slowdowns and recessions because of its ability to reduce operating costs while improving the customer experience and enhancing agent engagement.
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.
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.
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
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.
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.
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.
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.
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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.
Knowmax
AUGUST 30, 2020
Know your ‘Knowledge’: From Tacit to Explicit.
Zonka Feedback
SEPTEMBER 2, 2020
Most businesses around the world consider Email as the preferred communication channel. Be it sharing promotional messages, conducting marketing research, or even surveying your customers – everything is possible with Emails. According to Statista , there are more than 3.9 billion active email users and is estimated to grow in the coming years. Despite being one of the traditional platforms, it’s a cost-effective and quickest way to reach out to your customers.
The Customer Service Blog
SEPTEMBER 4, 2020
I’ve just been reading an excellent article by Anneke Steenkamp of Zendesk. Anneke suggests that the perfect customer service employee has five main qualities: loyalty; good employee traits; natural problem solving skills; conscientiousness; and persuasiveness. I have reproduced the article below and acknowledge the ownership of the copyright in this article is held by Anneke Steenkamp and Zendesk.
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.
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