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

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

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.

182

182

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.

Start-ups 219

Start-ups 219

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

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.

Sports 78

Sports E-commerce Customer Experience Legal 78

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

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

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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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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

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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68

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 Sales Start-ups B2C 182

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

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.

AI

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

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

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

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

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.

AI

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

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

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

Customer Experience

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

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.

CRM 9

CRM Compliance Sales Technology 9

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

Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. How to resolve and prevent those issues. The process for resolving those issues. The leading metrics that ensure you’re on track to accelerate profitable growth. Resources (including a whitepaper and template) to put this system into action.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

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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

Customer Bliss

MAY 22, 2018

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary. But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner.

Hospitality 40

Hospitality Hospitality Start-ups AI 40

Confirmit

MAY 21, 2018

Market Research clients are demanding research faster than ever before as they struggle to keep up with rapid consumer and market changes. To meet this demand, Market Researchers must seek new opportunities to be agile and automate as many processes as possible. New innovations and evolving technology are now available to help researchers turnaround projects and respond to client demands faster, without compromising quality.

Innovation 40

Innovation Technology Technology 40

SugarCRM

MAY 25, 2018

We’re less than 24 hours into the GDPR era and already Facebook and Google have been hit with lawsuits and many major U.S. news sites are down in Europe. Are we having fun yet? Here’s a positive: now that it’s May 25th, 2018, we’ll no longer be subjected to, “GDPR is Coming” emails, articles and blog posts. Yep, at long last GDPR has finally arrived.

Compliance 30

Compliance Legal Technology Technology 30

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.

Technology