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: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage

This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.

AI

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

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.

Sports 78

Sports E-commerce Customer Experience Legal 78

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

Retail

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

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.

68

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 Start-ups Sales Real Estate 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

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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

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

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 61

Close the Loop VOC CEM Start-ups 61

Speaker: Joe Wroblewski, Senior Sales Engineer

Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!

AI

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

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

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

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

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

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

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

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 Voice of the Customer Sales 40

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

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