Callminer
AUGUST 8, 2018
Collection strategies help to determine which accounts have a higher probability of losses, categorize the different types of customers, and prioritize and target customers.
Intercom, Inc.
AUGUST 6, 2018
As relationship managers, we’re tasked with knowing exactly what brings our customers value and helping customers grow their businesses so our business can grow too. But how do you form deep customer relationships when you’re managing hundreds of accounts? To do our jobs effectively, relationship managers need to know many of the same things traditional customer success managers know.
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Uniphore
AUGUST 9, 2018
Why RPA can be the Backbone for Front End Enterprise Digital Transformation. Today, in almost every major industry worldwide, there is a growing focus on developing a front end digital business strategy to automate operations, lower costs and improve customer service, and hence, the overall customer experience. Especially as emerging technologies have begun threatening long-established companies in verticals such as retail, insurance, banking, government and more, the push for automation is now
Beyond Philosophy
AUGUST 8, 2018
Choice Architecture, a principle that psychologists have studied for decades, is the concept that describes how the presentation of information affects people’s decision-making. Framing is the tone you use to present your options. How you frame the choices changes your results. These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization.
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
AUGUST 7, 2018
Contact centers are a vital part of ongoing business success.
Intercom, Inc.
AUGUST 8, 2018
Today we are launching a brand new product called Custom Bots , which allows you to create completely customizable chatbots on your website in minutes. We believe these new chatbots will help our customers grow their business in much faster, more efficient ways, and will usher in a new era in customer communication. Custom Bots run on your website, helping guide your valuable website visitors to the right outcome for you and for them, without any manual human intervention.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
AUGUST 6, 2018
Why are Financial Institutions Investing in RPA, not just Upgrading Legacy IT Systems? The Challenge: Modernization of the Banking Customer Experience. As the changes brought about by ever-evolving digital technology become progressively meshed into our daily lives, consumer demand has also advanced to now expect from all businesses the same level of speed, convenience, and efficiency.
Myra Golden Media
AUGUST 8, 2018
I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. Twenty years ago I began teaching a conversation control technique called Ask 3 Closed-ended Questions Back-to-Back. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.
Intercom, Inc.
AUGUST 9, 2018
For more than 20 years, Lili Cheng has been shaping the way we chat. First with Comic Chat, a graphical IRC feature built into Internet Explorer in the mid ’90s and now as Microsoft’s Vice President of Artificial Intelligence and Research, where she oversees the company’s Bot Framework and cognitive services. On the heels of launching Intercom’s newest feature, Custom Bots , I hosted Lili on our podcast.
Beyond Philosophy
AUGUST 10, 2018
Colin Shaw and Prof. Ryan Hamilton explore customer segmentation strategies. It’s amazing that most organization’s segmentation is so basic. In today’s new world, segmenting your customers is going to be a key to success, especially with AI on the rise. What should you be doing? Listen for actionable tips and insights in this episode.
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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.
ProProfs
AUGUST 10, 2018
Are you aware of the challenges usually encountered by startups and growing organizations? Speaking of the challenges, the major one often faced by the team working is the lack of sufficient workforce. Such a situation calls for a complete mashup of work and responsibilities, especially if there is less number of employees but each involved in more than one task rather multiple tasks at the same time.
DMG Consulting
AUGUST 10, 2018
Applications that Improve the Customer Journey. Recent advancements in artificial intelligence (AI) technology coupled with consumer preference for digital channels, is driving interest in and adoption of intelligent virtual agents (IVAs) and a related technology, robotic process automation (RPA). Voice biometrics is another high-tech solution that is going mainstream; a leading bank’s recent ad campaign publicizes that they know customers “by the sound of their voice.
Intercom, Inc.
AUGUST 6, 2018
The abundance of software tools on offer today brings with it a whole host of challenges. For product builders, it’s never been harder to get discovered in such a crowded marketplace. For users, having your workflows and data spread across multiple siloed tools in many different places brings unnecessary complexity to day-to-day work. It’s no wonder that companies like Slack, Salesforce and Intercom have invested in an ecosystem made up of smart people building things in one place, allowing cust
PeopleMetrics
AUGUST 7, 2018
The following is an excerpt from Listen Or Die by Sean McDade, PhD. An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. This is why this lesson is so early in the book. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms.
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.
Customer Bliss
AUGUST 9, 2018
In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. PTC is a B2B global software company that offers a technology platform and solutions to help companies design, manufacture, operate, and service things for a smart, connected world.
Fonolo
AUGUST 8, 2018
*Phew* Can we sit down for a brief moment? We’re a little tired these days, a fatigue borne of constantly staying in the know. For those of us toiling away in the world of contact centers, staying educated and adapting our practices are our greatest and most crucial challenges. Not only are we clinging to the fast-moving coattails of technological shifts that send shock waves through our industry, we are also scrambling to keep ourselves modern, current, and meeting the evolving needs of consume
Intercom, Inc.
AUGUST 10, 2018
This week we launched Custom Bots , a powerful new way to build completely customizable chatbots that work right in the Intercom Messenger. Powered by our Operator bot, these bots open up incredible new opportunities for helping you to turn your website visitors into paying customers. Combined with all the new apps in our Intercom App Store , these Custom Bots will make sure that both you and your customers get exactly the right outcome.
Lumoa
AUGUST 9, 2018
Understand what the Net Promoter Score is all about from this infographic. Learn how to ask, analyze and use NPS in the decision-making processes better. Check the real business case studies and best NPS tips from the experts.
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.
Customer Service Training
AUGUST 8, 2018
Quick Thinking is important when helping customers, this exercise helps people develop this important skill
Fonolo
AUGUST 9, 2018
If you’re like me, you love to lose yourself in a good story. Whether they’re long or short, impactful books have a profound way of reaching readers on a deeply personal level. Inspiring the reader to escape into her own imagination, compelling stories bring much needed pauses in otherwise hectic lives – something we all appreciate. The personal gratification we experience from a good book applies to most any genre or style of novel: Self-help books, poetry anthologies, historical epics, and pro
TeamSupport
AUGUST 10, 2018
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies. These essential conversations may be unpredictable, but you can still refine your tactics to be prepared for them when they do pop up.
Lumoa
AUGUST 10, 2018
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
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
DMG Consulting
AUGUST 9, 2018
DMG Consulting Releases 2018 Intelligent Virtual Agent Product and Market Report. 8/8/2018. State of the art self-service and compelling benefits that transcend verticals. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Intelligent Virtual Agent Product and Market Report.
Kerry Bodine
AUGUST 7, 2018
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston. Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in the concepts and methods of journey mapping and learn how to use these maps to drive action within your organization.
Customer Bliss
AUGUST 10, 2018
In my most recent podcast episode, I interviewed Daniel Coullet and Elizabeth Curtin , CX leaders of the SaaS company, PTC , about the customer room they designed to enhance both employee and customer experience within their organization. It was a great discussion where they laid out the details of why they established the room, it’s value, and how it’s used.
Lumoa
AUGUST 10, 2018
Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). That made NPS the most widely used metric both B2B and B2C. Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. This simple yet powerful metric has conquered the hearts of many exactly because of its simplicity - both for companies to implement and for customers to answer.
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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.
Chip Bell
AUGUST 7, 2018
Recall the absolutely best customer service experience of your entire life. What were the features of this profoundly remarkable memory? Today’s customers do not talk (remark) or tweet about good service; only experiences they find unique, special and ingenious. Wise organization care about the character of service, not just its features. The post Seriously Sparkly Service: The Power of Profoundly Remarkable appeared first on Chip Bell.
TeamSupport
AUGUST 10, 2018
In a world with an increasing amount of priority being placed on the customer, making the most out of every single interaction matters. Businesses never truly know what conversation will spark an expansion opportunity or referral dialogue, so nailing your customer communication on a frequent basis can separate the “good” from the “great” companies. These essential conversations may be unpredictable, but you can still refine your tactics to be prepared for them when they do pop up.
Help Scout
AUGUST 8, 2018
When you’ve grown to love a product or a service, learning you need to shell out more money to maintain the status quo can be a bummer. How the company approaches the price increase, however — from gathering data, to writing the price increase letter to customers, to implementation — makes a huge difference in how customers will interpret the decision.
CX Journey
AUGUST 8, 2018
Image courtesy of Pixabay This is the second part of my two-part series on how to stand up a team of CX Champions to activate your customer experience transformation efforts. If you missed Part 1, see it here. I'll dive right in with more details about your CX Champions team. How often does the CX Champions team meet? In the early days, the team should meet monthly, but this can be adjusted over time to meet more frequently or less frequently, as needed.
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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