eglobalis

JULY 5, 2020

CX 509

CX 509

Intercom, Inc.

JULY 8, 2020

Support has changed in innumerable ways, from the emergence of call centers ( yes, phones were novel once ) to the shift to social media. But one thing has not: what customers want. As consumers ourselves, we’re all too familiar with what our customers want – a convenient and personalized support experience. There’s little more frustrating than finding out you’re ticket #372876 or being subjected to Cisco’s “Opus No. 1,” the anthem of waiting on hold.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

CX 174

CX Customer Experience 174

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

Customer Experience 162

Customer Experience CX Technology Technology 162

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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

ProProfs

JULY 10, 2020

The coronavirus outbreak has affected many sectors across the world. Right from transportation to hospitality, many industries are at their worst due to the pandemic. In this situation, a few areas such as e-commerce and e-learning are getting immensely popular. According to UNESCO , the lockdown enforced the shutdown of schools all over the world, resulting in 1.38 billion children out of their classroom.

E-commerce 119

E-commerce Education Government Transportation 119

Intercom, Inc.

JULY 9, 2020

Kevin Indig leads SEO & Content Marketing as VP at G2 and mentors startups in Marketing at GermanAccelerator. Previously, he ran SEO at Atlassian and Dailymotion so it’s no surprise that he is widely regarded as one of the foremost voices in the SEO arena. We were delighted to have him join us for this week’s episode. His is a fascinating story, which places him at the forefront of a discipline that has emerged within his own career span.

Engineering 199

Engineering Start-ups E-commerce B2C 199

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.

Government 154

Government Customer Experience CX 154

C3Centricity

JULY 8, 2020

Denyse Drummond-Dunn · What makes a great website? “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website.

Entertainment 111

Entertainment Social Media Real Estate Gaming 111

Intercom, Inc.

JULY 9, 2020

Intercom started with a mission to make internet business personal, and a big idea – the world’s first business messenger. We’ve turned that idea and that vision into something real. Today our team of over 600 talented and passionate people revolutionize how businesses connect with customers. I’m honored to lead Intercom in its next era as CEO. I am passionate about building great products that solve important problems and deliver breakthrough value to customers.

Innovation 129

Innovation 129

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Contact Center 106

Contact Center NPS Customer Retention Technology 106

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

CSM Practice

JULY 6, 2020

Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

Customer Retention 105

Customer Retention Sales Customer Experience 105

TeamSupport

JULY 6, 2020

Has your Inbox has screamed, “Enough!” because of all of the e-mails related to support tickets piled up? This is one of the top pain points reported by B2B customer support professionals, and this four-part blog series will explore how the right B2B customer support software will help you solve for all of them. Let’s start with Part 1: Using a B2B help desk ticketing system powered by advanced technologies to resolve more tickets, shorten issue resolution time, and leave your inbox for email, n

B2B 104

B2B Start-ups Technology Technology 104

The DiJulius Group

JULY 8, 2020

1. Feature Article Feeling Bad About Social Inequity Is Not Enough By John DiJulius, Chief Revolution Officer Like most people when I saw the news about the George Floyd incident, I was horrified. I wanted immediate justice and was irate that it took so long before the officers involved were fired, arrested and charged. Read Full Article. The post Feeling Bad About Social Inequity Is Not Enough appeared first on The DiJulius Group.

100

100

Steven Van Belleghem

JULY 10, 2020

KBC bought the media rights of Belgian soccer games. A bank that buys the rights to broadcast soccer games via their mobile banking app. That would have sound like the craziest idea in the world a couple of years ago. Today, it may be a smart move to reward existing customer and to find new customers. KBC wants to offer soccer fans that don’t have the time to watch full games a user friendly solution to follow their favorite team(s).

Gaming 98

Gaming Entertainment Transportation Start-ups 98

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

Knowmax

JULY 9, 2020

Why Content Management is good, but Knowledge Management is great.

97

97

Gainsight

JULY 7, 2020

Churn (the amount of revenue lost from a company’s existing customer base each year) is a metric that rises to the top of most SaaS leaders’ minds; it is one of the most commonly tracked metrics in SaaS businesses. As a SaaS leader, some elements of churn are structural. However, there are also decisions you can make that affect churn. We recently interviewed ~50 leaders at mid-sized SaaS companies, to identify decisions they made that did or did not affect churn.

Sales 97

Sales Customer Experience 97

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Contact Center 96

Contact Center NPS Customer Retention Technology 96

Kate Nasser

JULY 5, 2020

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. Insights fr The People Skills Coach™. The post Customer Service Incompetence: Empathy Only For Tears | #CX #PeopleSkills appeared first on KateNasser.com.

Customer Service 96

Customer Service CX Contact Center Healthcare 96

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

Provide Support

JULY 4, 2020

The post Provide Support Live Chat App for Shopify appeared first on Provide Support Blog.

91

91

TeamSupport

JULY 8, 2020

The right B2B customer support software means never having to say goodbye. In our first blog post in this four-part series we introduced the top pain points reported by B2B customer support professionals and how the right B2B customer support software will help you solve for all of them, starting with using a B2B help desk ticketing system instead of your inbox to resolve issues in a more timely, efficient manner.

B2B 86

B2B Net Promoter Score Sentiment Analysis NPS 86

The DiJulius Group

JULY 8, 2020

Giving back to the community is not just about writing a check. Social service should be way more than that. You have to get involved and find out what people with different backgrounds are like. And it starts with having those conversations. In this episode of The Customer Service Revolution, John DiJulius interviews coach DJ. Read Full Article. The post 011: Fostering Social Responsibility with DJ Santiago appeared first on The DiJulius Group.

Customer Service 84

Customer Service 84

DMG Consulting

JULY 5, 2020

Developing a Contact Center Work-At-Home Program. While many contact centers, particularly the large ones, had disaster recovery (DR) and business continuity (BC) plans in place before the pandemic hit, even if they were rarely tested and updated, surprisingly few included the option of having employees work from home for an extended period of time.

Contact Center 84

Contact Center Text Analytics Technology Technology 84

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Customer Service

SurveySensum

JULY 6, 2020

An exhausting day at work made Ziva crave for a pizza from her favorite pizzeria. Unexpectedly, the pizza was delivered to her an hour late and it was cold and soggy. Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Start-ups 83

CSM Practice

JULY 6, 2020

Providing customers’ value is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

Customer Retention 80

Customer Retention Sales Customer Experience 80

Chip Bell

JULY 7, 2020

William Shatner is a part of my morning start-your-engines. At least most mornings. At 6 a.m. with a cup of fresh hazelnut black coffee, my wife and I watch a few minutes of the news. It gives our day a fresh, up-to-date beginning. Most days, William Shatner does a TV ad for SoClean, the appliance for cleaning CPAP machines. The word you take away from the ad is “fresh,” spoken like Captain Kirk got an A in speech class.

Start-ups 77

Start-ups Engineering Customer Experience Customer Expectations 77

Kerry Bodine

JULY 6, 2020

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journey Map 15

Customer Journey Map 15

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

DMG Consulting

JULY 5, 2020

Question: How does speech analytics perform trend analysis? Isn’t it just counting how often words are used? Answer: Trend analysis in interaction (speech and text) analytics solutions provides deeper insights than word count frequency. At its most basic, trend analysis is designed to allow users to define “things” they know to look for in voice and text-based interactions, which are then surfaced by the application.

Artificial Intelligence 77

Artificial Intelligence Text Analytics Machine Learning Start-ups 77

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies.

Customer Acquisition 71

Customer Acquisition Sales Start-ups Innovation 71

Myra Golden Media

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

Contact Center 62

Contact Center Customer Service Customer Experience 62

Gainsight

JULY 9, 2020

Today, I had the pleasure of listening to a recent client event hosted by one of my favorite athletes, Joe Theismann. Now, I am a west coast girl who loves college basketball, bleeds red and blue, and is true to my beloved Arizona Wildcats. But I am also a Phoenician and always support the Arizona Cardinals, especially the amazing Larry Fitzgerald. A true class act.

Sports 59

Sports Gaming Start-ups 59

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