Callminer
NOVEMBER 13, 2018
At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. Each year we are blown away by the business impact and innovation highlighted in the submissions for LISTEN Awards.
Intercom, Inc.
NOVEMBER 14, 2018
There are many parts to a high-performing sales organization – the right people, processes and strategy, to start. But today, the underlying backbone of all of it is the right data. That’s not to say there’s no art to practicing sales. Much of what defines our most outstanding sales reps is their ability to deeply understand our prospects’ and customers’ business needs and speak directly to them.
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Beyond Philosophy
NOVEMBER 15, 2018
I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”. It occurs to me that what I am really saying to people when writing with my swanky pen is that I am the type of bloke that can afford an expensive pen.
Intercom
NOVEMBER 12, 2018
Intercom’s mission is to make internet business personal – in an era of online interactions between businesses and customers, that sense of personal connection can be hard to forge and easily lost. That personal connection is most keenly felt when things go wrong and when customers need support. We have become synonymous with making personal and conversational interactions the bedrock of a great customer support experience.
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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.
Callminer
NOVEMBER 12, 2018
Each year we love to recognize our customers and allow them to share their speech analytics journey with the rest of our CallMiner users.
Intercom, Inc.
NOVEMBER 13, 2018
The holidays are quickly approaching, and for ecommerce businesses, that often results in significantly higher support volume for your team. . To help you stay on top of your support this season – without increasing overhead – we’ve curated a few tips for automating your support load. These tips apply broadly to many different automation products, but if you’re an Intercom customer, they’re actionable today and require no engineering work.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
NOVEMBER 16, 2018
This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. The post Journey mapping is still happening in silos. appeared first on Heart of the Customer.
Callminer
NOVEMBER 14, 2018
Contact centers need well-defined business goals that are easily tracked with captured speech analytics data. To learn more about gamification, read our top ten blogs below.
Beyond Philosophy
NOVEMBER 16, 2018
What are the best statistics to help you prove ROI for your customer experience program? These are the best statistics that will help you create ROI. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Key stats to prove your ROI – It’s About The ROI Stupid! appeared first on.
Uniphore
NOVEMBER 12, 2018
Today, if you scrolled through the latest news regarding RPA, whether it be around new funding, company announcements in this space or industry growth, you would think RPA is scaling at an unprecedented pace for whatever company just decides to take the plunge. However, the reality on the ground continues to paint a drastically different picture. The truth is that, according to new data from 590 enterprises worldwide, only 13% of RPA adopters are currently scaled up and industrialized, while mos
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.
NOVEMBER 16, 2018
Back in April, we released our biggest ever update to our Messenger – we completely rethought how a messenger designed for business should work. One of the key developments was Messenger Apps, integrations with third-party apps and tools you use everyday. These are built right into the Intercom Messenger and can be installed from our Intercom App Store , or you can build them yourself.
Heart of the Customer
NOVEMBER 14, 2018
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]. The post Too many see journey mapping as an employee workshop. appeared first on Heart of the Customer.
Fonolo
NOVEMBER 14, 2018
Analytics are a key part of any company’s road to success. It’s important for all departments to have benchmarks for success that can be easily measured and tracked. These are often referred to as KPIs (or, key performance indicators). KPIs are measures that indicate how well a company or specific department is tracking towards a clearly-defined goal.
The DiJulius Group
NOVEMBER 14, 2018
Nearly five years ago, Comcast had a bad year—a really bad year. One that the internet world along with a Customer eXperience (CX) consultant and author like myself capitalize on for great content and examples of what not to do. Their year was similar to the one experienced by United Airlines in 2017, Lululemon in 2013, Spirit Airlines in. Read Full Article.
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.
DMG Consulting
NOVEMBER 13, 2018
It’s Time to Replace Traditional QA. Contact center quality assurance (QA, also known as quality management (QM)), has been around for over 40 years. The concept and practice of QA is great – using actual agent conversations or written communications to evaluate agents’ performance and provide timely and actionable feedback. The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement.
Heart of the Customer
NOVEMBER 12, 2018
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals. The post Journey mapping has become a must-have approach to customer experience appeared first on Heart of the Customer.
Myra Golden Media
NOVEMBER 15, 2018
One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.
Gainsight
NOVEMBER 13, 2018
Cheers, mate! The fourth annual Pulse Europe has come and gone and we feel pretty full of doughnuts, ice cream, and Customer Success best practices. Thanks to everyone that joined us for these two days (three days if you attended Pulse Academy Live) of discovery and fun. In case you missed it, or just want to relive the magic, we’ve summed up some memorable moments and takeaways from Pulse Europe 2018.
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
DMG Consulting
NOVEMBER 13, 2018
Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. How does this work? Answer: Answer: Artificial intelligence (AI) is a branch of computer science focused on the development of computer programs and machines to solve complex problems by simulating behaviors associated with intelligent beings.
Heart of the Customer
NOVEMBER 13, 2018
Most journey mapping projects fail to drive change. One leading success factor is selecting the right journey to map, and it’s the first place that problems occur. The post We still have challenges navigating trade-offs when deciding what to map. appeared first on Heart of the Customer.
Chip Bell
NOVEMBER 13, 2018
Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the protection of birds. Their 2018 grand prize winner was Steve Mattheis who made an amazing photo of a Great Gray Owl in Wyoming with a Nikon D850 camera. The story behind how he made the shot was fascinating.
Steven Van Belleghem
NOVEMBER 15, 2018
I think the Disney film Inside Out illustrates how this plays out. Because through the framing of the film, we understand that our brains have some “programming problems” that have to be overcome – there are too many negative emotions, and we need to work to cultivate Joy. We need to remember to ask ourselves in any customer situation, “What would Joy do?
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Customer Service Life
NOVEMBER 13, 2018
This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept. It’s called Minimum Viable Product (MVP). I define MVP as having a product with the basic functionality necessary to meet the needs of most customers.
Heart of the Customer
NOVEMBER 15, 2018
There are a ton of journey mapping tools out there. They all excel at certain components of journey mapping, but they don’t address some of the largest problems. The post Journey mapping tools don’t address the most critical challenges. appeared first on Heart of the Customer.
UJET
NOVEMBER 15, 2018
When you truly know your customer, you're better able to solve their problems and anticipate their needs. That's why it's important to give your team direct access to specific customer data.
CSAT.AI
NOVEMBER 14, 2018
“Have you tried turning it off and on again?” The phrase spoken by many IT pros and made even more famous in the Britcom The IT Crowd. The character Roy has repeated this question so much he made a recording of it that he plays whenever a call comes in. It’s funny because it really happens, but don’t assume your customer is an idiot before they even speak or all is doomed from the start.
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
Steven Van Belleghem
NOVEMBER 14, 2018
I love the W Hotel Barcelona. For the last 3 years, I’ve been hosting my event there, and through that program, have been responsible for renting literally hundreds of nights of hotel time at the W. I thought this made me a pretty good customer. But still, every time I enter the lobby, I’m asked “Is this your first time with us?” It’s not a great customer experience.
Customer Bliss
NOVEMBER 15, 2018
As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer e
Totango
NOVEMBER 12, 2018
The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders.
ProProfs
NOVEMBER 14, 2018
To see your dreams materialize into reality, you’ve to start by planning and laying out the steps that can lead you to your destination. The achievement of any task be it excelling in an exam, getting promoted at work, buying a house five years down the line, etc., is preceded by a proper plan that can channelize your efforts in the right direction.
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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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