Callminer

MAY 23, 2018

See in our infographic more insights and predictions on how AI is changing the customer experience for the consumer and in your call center.

AI 345

AI Customer Experience 345

Intercom, Inc.

MAY 22, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzzworthy to expected. User testing is now a must-do, thanks to the lean build-measure-learn mantra that has inspired modern product development. It’s also been great to see exploratory research gaining ground as a strategy for identifying product opportunities.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

Beyond Philosophy

MAY 25, 2018

Recently, Lorraine and I re-evaluated some of our long-term subscriptions – like cable TV, magazines and travel insurance. If you’re like us, once you sign on for something, you tend to renew without thinking much about it. Who on earth would want to deal with a new cable company or shop for insurance every year? You might expect to be rewarded for this long-term loyalty.

Sports 133

Sports Customer Loyalty Customer Experience 133

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

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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.

Contact Center

Callminer

MAY 21, 2018

Here are three emerging use cases that can help you take your Interaction Analytics programme to the next stage and convert your contact centre into a predictions centre.

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Intercom, Inc.

MAY 25, 2018

This week I gave a talk at The Next Web on the importance of your product strategy when scaling a company. When I speak to startups, I am often asked, “What is the one thing?” or “Give me one tip.” But I don’t have a single top tip for you. I have a lot of tips. They’re all important because they work together to help build a successful product.

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Start-ups 219

ProProfs

MAY 22, 2018

Have you ever thought why some organizations grow continuously while others get stagnant? Is it because of no or fewer employee benefits, lack of training or probably both? The reason behind the continuous growth of businesses is that they invest most of their time and resources in training their employees and brushing up their skills. Employees, on the other hand, seeks growth.

Technology 94

Technology Technology 94

Fonolo

MAY 24, 2018

If you run a call center, change is familiar. The functionality and technology is more advanced than ever before. Beyond that, the expectations of service, the metrics that gauge success, and the channels customers can use to maximize their efforts and minimize their wait times are very different. Today, most changes to call centers are a response to consumer behaviour, rather than an effort to advance business initiatives.

Social Media 87

Social Media Contact Center Actionable Insights Customer Survey 87

Intercom, Inc.

MAY 22, 2018

Today we’re launching our latest print and audiobook – Intercom on Marketing. Published in a digital format back in January, more than 35,000 people have already enjoyed our no-nonsense, actionable advice covering the entire spectrum of marketing, from messaging to monetization. But a recurring piece of feedback we’ve got from our readers is that they don’t like being chained to one format, and want to enjoy our books in ways that extend beyond the confines of PDF and mobi.

Sales 188

Sales 188

Customer Bliss

MAY 23, 2018

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans.

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Sports E-commerce Customer Experience Legal 78

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.

B2C

Myra Golden Media

MAY 24, 2018

In a few weeks, I’ll be delivering my popular 3-Step De-escalation Workshop at Customer Contact Week in Las Vegas. Attendees in my session will learn precisely how to de-escalate with extremely challenging customers. If you’re in the Las Vegas area on June 21, check out my course and please say hello to me before or after the workshop. Today I’m giving you a preview of the three steps I’ll be sharing in-depth at the Customer Contact Week Conference.

Construction 78

Construction Social Media 78

Fonolo

MAY 23, 2018

Sometimes call centers have to call a “Code Blue!”. In the best of all possible worlds, a call center is a healthy hub of open communication, brimming with competent agents and dynamic managers who diagnose and fix client problems using the best tools available. Their victories are endless, and the loyalty of their clients is palpable. For many support teams, however, this ideal scenario remains unrealized: Poor infrastructure, employee malaise, and overall lack of vision each contribute to an i

Contact Center 86

Contact Center NPS Technology Technology 86

Intercom, Inc.

MAY 24, 2018

When used correctly, data can powerfully enrich sales and marketing efforts and help any business fuel growth. But all too often, companies fall into the trap of using partial or old data to drive major decisions. As the Head of Growth Marketing at Clearbit , and previously a co-founder and CEO of more than a few startups (including WorkMob, ApiXchange, and GoFlow), Matt Sornson knows these pitfalls intimately and how to avoid them.

B2B 182

B2B Start-ups Sales Real Estate 182

Beyond Philosophy

MAY 25, 2018

All too often organizations suddenly see customers leave and have no idea this was going to happen. Colin Shaw and Professor Ryan Hamilton discuss how can you tell when a customer is going to leave you…and what can you do about it. The post How to Avoid Customer Defection appeared first on.

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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.

Actionable Insights

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key objectives. The first was to gauge our quality performance across all of our programs and the second was to be a thought leader in the customer experience space — working to promote best practices in our approach to customer satisfaction (CSAT) survey results and sh

Contact Center 68

Contact Center Customer Experience Artificial Intelligence Machine Learning 68

Waypoint Group

MAY 25, 2018

From May 14 th – 17 th , Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and Medallia partners and customers congregated to discuss best case practices and different strategies that enhance the customer experience for patrons and clients alike. As a majority of the content was geared towards the mostly B2C audience, there was still great value presented by multiple speakers and in breakout sessi

B2C 66

B2C B2B Innovation CX 66

Intercom, Inc.

MAY 21, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzz-worthy to expected. User testing research is the backbone of the modern, lean, build-measure-learn mantra by which software is now made. At Intercom, exploratory research has also emerged as a key component in Intercom’s toolkit. Commonly known as strategic or formative research, exploratory research can play a pivotal role in helping your company save time in product development

Innovation 143

Innovation Net Promoter Score Start-ups Customer Satisfaction 143

Beyond Philosophy

MAY 21, 2018

Customer expect different things. Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics. The post How Do You Keep Up with Customer Expectations? appeared first on.

Customer Expectations 68

Customer Expectations 68

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

Customer Satisfaction

Taylor Reach Group

MAY 23, 2018

The Taylor Reach Group, Inc., will be assisting one of Canada’s largest home improvement retailers in shifting from a Distribution business model to a Retailer Contact Center model to meet increasing consumer demands. TORONTO (PRWEB) May 23, 2018. The Taylor Reach Group, Inc, (TRG), a globally recognized Contact Center and Customer Experience (CX) consulting organization, today announced that they are working with one of the country’s, largest retailers, to establish a new service model within t

Contact Center 60

Contact Center Retail E-commerce CX 60

Retently

MAY 24, 2018

There is a timeless question on every content marketer’s and site owner’s mind: how to fill my site with content that converts, engages, and resonates with my audience? The answer may seem quite obvious: your content should be as customer-focused as possible. My approach is based on finding questions people ask Google and using them in my content strategy.

E-commerce 60

E-commerce Education Entertainment Structured Data 60

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

Fonolo

MAY 22, 2018

A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. (For proof, head over to onholdwith.com and check out the feed of complaint-tweets.). Luckily, more and more call centers are offering a call-back option, as an alternative to waiting in the queue. We, at Fonolo, see this trend through the increased demand of our call-back solution.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

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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.

Customer Service

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Listen or Die is a culmination of my 20+ years of CX experience boiled down into 40 quick lessons.

Customer Feedback 54

Customer Feedback CEM VOC Business Administration 54

CX Journey

MAY 23, 2018

Image courtesy of Pixabay Do you close the loop with customers after they provide feedback? Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity! Remember the old Gartner stat: 95% of companies collect customer feedback.

Close the Loop 50

Close the Loop VOC CEM Start-ups 50

DMG Consulting

MAY 25, 2018

Contact Center Quality Assurance is Essential in All Channels. 5/23/2018. By Donna Fluss. There’s a great TV commercial about what happens when consumers insure only 3 quarters of a car. The punch line is that when the car needs to be replaced, the consumer only gets ¾ of a car, which is not useful or practical. (While some people may enjoy driving a vehicle with 3 tires, most of us find 4 tires work best.).

Contact Center 48

Contact Center Social Media Text Analytics Gaming 48

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in June 2018 (in chronological order) with direct links to each event: The 2018 Canadian Telecom Summit: June 4-6,

Contact Center 48

Contact Center CX Healthcare Social Media 48

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

Retail

SugarCRM

MAY 21, 2018

(Editor’s note: The following is a guest post from Kaleb Dague, an account executive at partner Faye Business Systems Group. It originally appeared on Faye BSG’s blog ). . Once you’ve decided you need a new CRM system, migrating to a new CRM or installing one for the first time will likely be overwhelming for your organization. One of the key success factors, in implementing a CRM that responds well to your business, is hiring the right people to man your team.

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CRM Compliance Sales Technology 9

Customer Experience Matrix

MAY 22, 2018

Adobe yesterday announced its purchase of the Magento Commerce platform, a widely used ecommerce system, for a cool $1.68 billion. That Adobe would purchase an ecommerce system was the least surprising thing about the deal: it fills an obvious gap in the Adobe product line compared with Oracle , Salesforce , IBM , and SAP , which all have their own ecommerce systems.

Retail 48

Retail CRM AI Sales 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. 5/23/2018. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics AI 48

Kate Nasser

MAY 19, 2018

Are customers frustrating you? Here's how to avoid losing it & be happy about your restraint. Insight fr The People Skills Coach™. The post Customers Frustrating You? How to Feel Content in Restraint | #custserv appeared first on KateNasser.com.

Customer Service 40

Customer Service Customer Experience 40

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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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