Intercom, Inc.
APRIL 6, 2022
For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. We know that customer expectations are higher than they’ve ever been , so the experiences you create for them are ultimately going to be what wins or loses their attention – and what moves the needle for your business.
Adrian Swinscoe
APRIL 6, 2022
Today’s interview is with Joel Bailey, the Product & Service Director at Arwen, a technology platform that uses AI to remove unwanted content from social media […]. The post The impact hateful and toxic social media content has on your customers and people and what to do about it – Interview with Joel Bailey of Arwen first appeared on Adrian Swinscoe.
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Callminer
APRIL 6, 2022
All statisticians use Bayes’s theorem, even frequentists. What makes you a Bayesian is in how you interpret it. The CallMiner Research Lab breaks it down in this new blog.
Retently
APRIL 6, 2022
Being exposed to negative word-of-mouth or having clients leave due to unpleasant interactions are experiences no business would want to lose control over. . But how do you prevent situations like that from getting out of hand? By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. .
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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.
Shaun Belding
APRIL 7, 2022
The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […]. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.
Inside Customer Service
APRIL 7, 2022
Note: Lessons from The Overlook was a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It was a hands-on opportunity to apply some of the techniques I advise my clients to use. This will likely be the last one. You can find past updates here. Here's the short version: Sally and I sold The Overlook.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
APRIL 4, 2022
March was a big month at Intercom. St. Patrick’s Day celebrations returned, more and more of our teams were able to work from the office, and we hosted our first ever global virtual event, New at Intercom – bringing together our leaders and customers under one virtual roof. They shared industry trends, customer insights, and revealed some game-changing products that will transform your business.
Shaun Belding
APRIL 7, 2022
The Top 10 Customer Service Stories for 2021 2021 picked up where 2020 left off in terms of being a tough year. The impact on customer service was no different If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 […]. Shaun Belding | www.beldingtraining.com.
Shep Hyken
APRIL 6, 2022
“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.” And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .
Totango
APRIL 5, 2022
The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue. First, we’ll cover what NPS software is and what features are important so that you know what to look for when selecting a solution.
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.
Intercom, Inc.
APRIL 4, 2022
One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. But that variety also brings a challenge – when considering engineering job opportunities, how do you know what you’ll actually be doing?
Hodusoft
APRIL 6, 2022
Top 5 Customer Experience Trends to Consider in 2022. In recent years, businesses have realized the impact that customer experience has on the growth of their businesses. To make sure that their companies stick out in the market, they do everything to ensure that their customer experience is optimal. A recent survey by PwC found that 86% of buyers are ready to pay more for better customer experience.
Gainsight
APRIL 7, 2022
After two years of virtual experiences, Pulse is back and it’s happening IRL! If you ask us, logging off Zoom and making face-to-face connections once again is reason enough to buy your ticket right now. Whether you’re a Pulse vet or this is your first one, we promise that this year will be unforgettable! Here are our top ten reasons why you should join us in San Fransisco on August 17-18.
CommBox
APRIL 5, 2022
For a business to be profitable, it is important to be able to attract customers. You can use different channels and ways to find buyers. Engage the best marketers. But it won’t matter if you don’t use customer retention techniques. This is an excellent method that will allow you to save your promotion budget and increase brand loyalty. This article will talk about ways to help you retain your clientele in 2022.
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.
Intercom
APRIL 5, 2022
When it comes to customer support, there’s no substitute for the personal approach. Now more than ever, businesses are looking for a way to scale that personalized support. That’s why we’re excited to introduce Intercom Switch: the easiest way to move inbound call volume to messaging. Phone support has been carrying that personal touch for support teams for decades.
Conversation Agent
APRIL 7, 2022
Dame Anita Lucia Roddick founded The Body Shop out of a desire to make ends meet in 1976. Her husband had left for the Americas for two years to ride a horse from Buenos Aires to New York. You can still find some interviews she’s given online. Listening to her talk, she sounds like a sort of Dame MacGyver, someone who can use the tools she has at her disposal to make things happen.
Totango
APRIL 8, 2022
Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later! Shouldn’t there be an easier way? Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in r
Fonolo
APRIL 5, 2022
What comes to mind when you think of the ideal call center leader? Organized? Professional? Inspiring? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader. If you want your agents to consistently meet company goals, you must invest in the right leaders, including managers and supervisors.
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
Execs In The Know
APRIL 8, 2022
Wrapping up just last week, Customer Response Summit (CRS) Clearwater, Florida (March 28–30, 2022) was a CX leader’s paradise — one with lots of incredible views, unique insights, and many learnings — along with more than a few decorative flamingos to remind us to stay flexible, stand by your flock, embrace your passion for customer experience, and always be fabulous!
Conversation Agent
APRIL 4, 2022
This photograph by Helmut Newton for Pirelli, the Italian group famous for its iconic and sensual calendars, never made it to a calendar. If the project had come to completion twenty-one years ago, there would be another prize out there for icon hunters to chase — the first, and only, Pirelli calendar made in Italy by Newton. Pirelli Italia asked Newton to envision the Calendar in the spring of 1985.
Zendesk
APRIL 7, 2022
More and more companies are realizing the power of customer relationships. 31 percent of business leaders surveyed in the Zendesk Customer Experience Trends Report 2022 say driving stronger customer relationships is a top priority this year. But the question is, how can companies create connections with their customers? It isn’t easy. Without the right techniques, customer interactions can feel forced, and you risk misunderstanding consumers and their needs.
Ameyo Callversations
APRIL 6, 2022
AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Close to 79% of global contact centers will invest in AI to improve reach, productivity, and data analytics capabilities over the next few years.
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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.
Execs In The Know
APRIL 8, 2022
Technology changes impact all facets of a business. For contact centers, this also includes staffing and operations. Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. While contact centers are increasingly turning to Artificial Intelligence (AI) applications for a variety of reasons, these technologies are not a silver bullet for everything, nor are they a complete so
Logicalware
APRIL 5, 2022
Atea is the leading provider of IT infrastructure solutions in the Nordic and Baltic regions. Its team of nearly 4,000 consultants work with businesses to help them design, implement and operate complex IT solutions using hardware and software from the world’s top technology vendors. The company also provides a range of IT support services, including onsite consultants and a 24/7 Service Desk.
Zendesk
APRIL 5, 2022
. . . It’s impossible to overstate the importance of customer service. 73 percent of companies now report a direct link between customer service and business performance, according to our 2022 Customer Experience (CX) Trends Report , and 60 percent of customers will now walk away after just one bad experience—a 22 percent jump from the previous year.
Ameyo Callversations
APRIL 6, 2022
AI chatbot solutions are leading the way in providing exceptional customer service to businesses worldwide. They play a major role in delivering consistent and engaging customer experiences across eCommerce, retail, banking, insurance, and travel. Close to 79% of global contact centers will invest in AI to improve reach, productivity, and data analytics capabilities over the next few years.
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
Execs In The Know
APRIL 8, 2022
The metrics you use to track your organization’s growth help shape strategic decisions and inform stakeholders of key challenges you may be facing. One metric commonly tracked by businesses is customer lifetime value (CLV). CLV is a great way to keep track of your customers’ overall perception of your brand, but it can also serve to signal gaps in the omnichannel customer experience, revenue you may be leaving on the table, improvements that can be made in marketing, and more.
Gainsight
APRIL 7, 2022
Co-Authored by Nick “Walt” Walker. If your goal is to become a SaaS CEO at a startup company, you’ll have to learn several skills: Building a business strategy. Motivating the team. Executing consistently. Raising money. Repeating CEO cliches over and over again. While I find all parts of the job to be interesting, there are some unique lessons you get during fundraising.
Zendesk
APRIL 5, 2022
Consumers can be fickle, and it doesn’t take much for them to walk out the door. According to the Zendesk Customer Experience Trends Report 2022 , 61 percent of customers would leave a company for its competitor after just one bad experience—a 22 percent jump from last year. It’s now more important than ever for support teams to track customer retention metrics.
Fonolo
APRIL 7, 2022
“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason. Call quality monitoring is an essential piece of the puzzle when it comes to increasing and maintaining high customer satisfaction (CSat) scores. Quality management is also a great way to find holes in a call center agent’s skill set and address them head on with specific training.
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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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