Intercom, Inc.

SEPTEMBER 10, 2019

The design community is no longer talking about having to prove the value of design to get a seat at the table. Designers have demonstrated that design can be a central pillar of business success. But they’ve also lost something along the way. Designers have stepped off their island where slick, yet ineffective and impractical design is made. They’ve embraced cross-functional relationships and work closely with partners all across the organization.

44

44

Callminer

SEPTEMBER 10, 2019

High quality Customer Listening programs always meet the same 5 standards. Failing to meet these standards often steers companies off course.

182

182

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments. All of this disappointing news about the state of Customer Experience makes one wonder what is going on in business today?

Customer Satisfaction 163

Customer Satisfaction Gaming Customer Loyalty Customer Service 163

Heart of the Customer

SEPTEMBER 9, 2019

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer.

Customer Experience 119

Customer Experience CX 119

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

Intercom, Inc.

SEPTEMBER 11, 2019

A typical career path in Sales, particularly in SaaS companies usually begins in a Sales Development Representative (SDR) role, learning the fundamentals of the profession, before progressing into a closing role such as Account Executive and hopefully moving up the ladder. I recently wrote about the virtue of patience for SDRs and the unique challenges they face as they transition into closing roles, and the piece struck a chord.

Sales 33

Sales Outlook Start-ups 33

Callminer

SEPTEMBER 9, 2019

Here’s what you need to know about Net Promoter Score (NPS), how it works, and techniques, along with expert NPS best practices you should know.

NPS 182

NPS Net Promoter Score 182

UJET

SEPTEMBER 10, 2019

Mobile devices have changed consumer’s daily habits. Millennials spend an average of 5.7 hours on mobile devices with Generation Z averaging 11 hours according to ZDNet. Mobile devices are used for media consumption, communication, and entertainment. With mobile becoming the centerpiece, it makes sense that customer support has adopted available channels and continues to modernize customer expectations.

Entertainment 99

Entertainment Social Media Contact Center Customer Expectations 99

Intercom, Inc.

SEPTEMBER 12, 2019

?. Like the built world, the internet is constructed for the majority. Too often, our online architects fail to take into account differently abled users. Design can help, to be sure, but it can also hurt – and that’s likely to be the case when the teams we assemble are one-dimensional, exclusive or lack diversity. As a rule, design should first do no harm.

Start-ups 112

Start-ups Gaming Education Construction 112

PeopleMetrics

SEPTEMBER 12, 2019

Understanding the various touchpoints (e.g., in person, digital) you have with your customers is key to delivering a memorable customer experience. Once you’ve mapped out your touchpoints, it’s often helpful to group them into channels. That’s the focus of this blog post. The most common channels. There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gathe

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

Beyond Philosophy

SEPTEMBER 13, 2019

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? . The answer to that question is the subject of this post and a recent podcast , and it involves the Representative Heuristic.

Start-ups 130

Start-ups Government Sales Customer Experience 130

Advertisement

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.

VOC

SixteenVentures

SEPTEMBER 11, 2019

Companies struggling with growth are the ones that try to figure out how to spend as little as possible to acquire customers. The companies growing like crazy have figured out it’s not about how much you spend, but the efficiency of that spend. They know that if you can outspend your competition to get in front of prospective customers, you’ll win.

Customer Acquisition 87

Customer Acquisition Sales 87

Customers That Stick

SEPTEMBER 13, 2019

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins. Check out the video below to hear Adam’s one win that you can take away from How the Mighty Fall to improve your organization’s customer experience and customer service. About How the Mighty Fall: And Why Some Companies Never Give In.

Customer Service 74

Customer Service Customer Experience 74

Totango

SEPTEMBER 10, 2019

To succeed as a subscription or recurring revenue enterprise, you need to adopt a customer-centered approach. Instead of focusing just on the acquisition of new business, you have to prioritize retaining and nurturing existing customers. This is because the digital transformation of business has greatly increased customer fluidity and lowered the revenue value of the first purchase.

Education 72

Education Customer Loyalty Customer Relationship Start-ups 72

Beyond Philosophy

SEPTEMBER 13, 2019

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.” Of course, there are times when people are talking so bad, one might wonder if it is worse than being ignored. This episode of The Intuitive Customer explores if there are times when the bad press can be good news for your brand.

Customer Loyalty 121

Customer Loyalty Start-ups Customer Experience 121

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

SurveySensum

SEPTEMBER 12, 2019

There’s a reason why Jeff Bezos , CEO of Amazon considered brands as hosts and customers as invited guests. And, the reason is the customer-first mindset. Customer-first strategy is crucial to drive brand success in today’s competitive era. It’s 2019, customers are getting ample choices and you’ll have to make certain that why should they choose you over your competitors.

Net Promoter Score 67

Net Promoter Score Customer Experience CXM NPS 67

Chip Bell

SEPTEMBER 10, 2019

The bank promises your account will be secure, the hospital pledges to be clean and the flight is guaranteed to land in the right city. They all care about customers, right? Or, are they caring about their core offering, not its recipient? When organizations promise “customer care” are the promises like ones you’d make to your daughter or grandson or one more like a city promises its citizens?

Hospitality 66

Hospitality Hospitality Customer Satisfaction Innovation 66

Totango

SEPTEMBER 12, 2019

If you want to make your business customer-centered , you’re going to need customer data. Without it, you can’t keep track of your customers’ needs, business goals, and challenges. When you gather and analyze customer data, you can uncover customer journey insights that will allow you to take action to deliver a more personalized customer experience.

Customer Relationship 70

Customer Relationship Education Customer Retention Customer Journey Map 70

TeamSupport

SEPTEMBER 13, 2019

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on. However, as the B2B customer experience evolved, a single phone call is no longer good enough.

B2B 63

B2B NPS Start-ups Customer Satisfaction 63

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

Fonolo

SEPTEMBER 10, 2019

You’ve probably already noticed: There is a major shift towards messaging in the customer service game. While call centers remain important, many brands are moving towards online conversations with customers over SMS, social media, and live chat. Need proof? Look no further than Shopify’s roll-out of Apple Business Chat to over 80,000 merchants.

Customer Service 62

Customer Service Social Media Gaming Customer Satisfaction 62

DMG Consulting

SEPTEMBER 12, 2019

Question: Is robotic process automation another name for workflow management software? Answer: Robotic process automation (RPA) and workflow management software applications are different – but complementary – solutions. Both applications are intended to help organizations streamline processes and optimize resources, including the use of automation.

Artificial Intelligence 59

Artificial Intelligence AI Technology Technology 59

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” And yet, this report found that while 14% of brand scores rose, 5% of scores declined and an incredible 81% stagnated.

Engineering 54

Engineering Innovation Customer Feedback Customer Experience 54

CSAT.AI

SEPTEMBER 10, 2019

A history of lies makes it hard to build a lasting relationship. That applies to businesses and customers , not just families and friends. How do you build an authentic customer relationship in a business climate known for manipulating customers? Authenticity and Transparency. You’re not doomed by the customer serv ice cy cle of lies , but you need to understand how to evolve your customer experience to build an authentic customer relationship.

Customer Relationship 52

Customer Relationship Customer Service Sentiment Analysis Touchpoint 52

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

Fonolo

SEPTEMBER 12, 2019

When you work in a call center, an unexpected spike in call volume can quickly become problematic. If these spikes are not handled properly, customer loyalty can be lost. While many call centers expect spikes during particular times of the year (for example, the holidays), there are some increases in volume that cannot be foreseen. Perhaps you’re a retail company and a piece of your clothing was recently featured on a celebrity and now everyone wants their hands on it.

Omnichannel 57

Omnichannel Retail Technology Technology 57

DMG Consulting

SEPTEMBER 12, 2019

Digital Transformation Initiatives for Contact Centers. In contact centers, digital transformation is often thought to mean converting from a multi-channel environment to omni-channel engagement, but it is so much more. While adding digital channels is a step in the right direction and a necessity for contact centers of all sizes, it is just the beginning of the process.

Contact Center 48

Contact Center Artificial Intelligence Predictive Analytics AI 48

Totango

SEPTEMBER 9, 2019

Totango Product Updates | September 9, 2019. Introducing Agenda, an enhanced experience for your team to manage their work and control their time. Portfolio managers are extremely knowledgeable about their customers and their work. In order for them to be successful, they should know the goals of their work, how their activities relate to the goals of the team as a whole, and the time frame in which they’re working on these initiatives. .

48

48

Confirmit

SEPTEMBER 12, 2019

I’m pleased to say that I have been selected as a judge for the UK Customer Experience Awards 2019 in the Use of Insight and Feedback category. I’ve been a judge at the awards a couple of times now, and it’s always a really interesting day. It provides a chance to hear inspiring presentations from some of the UK’s top companies, assess their entries and (hopefully!

CX 40

CX Sports Voice of the Customer Customer Experience 40

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Hodusoft

SEPTEMBER 9, 2019

Call centers operate on extremely competitive terms and have a tough task on their hands. On the one hand, they must satisfy their clients with exemplary services that enhance brand reputation and saves them costs. On the other hand, they are in touch with customers of their clients and keeping them satisfied is no less important. Operations of the contact center depend on the infrastructure in terms of space, the IT setup, communications setup, people and their expertise and, not the least, the

Contact Center 40

Contact Center CRM Technology Technology 40

Qualtrics

SEPTEMBER 10, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Paulina’s “Why Qualtrics” story. I strongly believe in the Qualtrics business model because the continual assessment of the four core experiences—customers, employees, products, and brands – is the only way to success for multinationals, and Small and Medium Enterprises in the global business climate we face today.

Education 35

Education Start-ups 35

SugarCRM

SEPTEMBER 12, 2019

What if your CRM could help you automate processes–such as on boarding new members of your credit union? Well, your members would have consistent experiences, staff would follow dependable processes, and you’d have tracking and reporting for those metrics. In this blog post, we flesh out an example of how SugarCRM, a flexible platform, can be used to onboard new members of your credit union.

CRM 24

CRM Education Start-ups Innovation 24

Confirmit

SEPTEMBER 11, 2019

For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight. On 25 th September, we’ll be hosting our “ Journey to Insight Rock Stardom ” event at the Hyatt Regency, Sydney.

Hospitality 40

Hospitality Hospitality Voice of the Customer Innovation 40

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