Callminer

JULY 11, 2018

In a world where customer experience is more important than ever, call centers must empower their agents to exceed customer expectations at every touch point.

Customer Expectations 182

Customer Expectations Customer Experience 182

Intercom, Inc.

JULY 11, 2018

The problems people encounter in their lives rarely change from generation to generation. The products they hire to solve these problems change all the time. If you’re building a new product, it’s because you believe you can create a better solution that people will want to use because it delivers a better outcome. A strong understanding of the outcome customers want , and how they currently get it, is essential for you to succeed in product development.

Entertainment 205

Entertainment Start-ups Engineering Technology 205

CX Accelerator

JULY 9, 2018

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker room and a "thank you" note. Full story here. How amazing is that? This picture of them bowing to their fans may give you goosebumps. Having recently visited Japan CX for myself, these wonderful moments come as no surprise at all.

Contact Center 140

Contact Center CX Customer Service Sales 140

Customers That Stick

JULY 13, 2018

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Customer Service 134

Customer Service 134

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

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Companies receive real time feedback in massive volumes, if they only start listening to their customers.

Customer Experience 113

Customer Experience NPS Text Analytics Customer Satisfaction 113

Intercom, Inc.

JULY 13, 2018

You can spend months working on a great idea, pour tons of time and energy into crafting the perfect marketing, but without customers your business will cease to exist. All future growth hinges on one thing – customer acquisition. While this may sound simple, it can be incredibly challenging to find new opportunities for growth and customer acquisition in an increasingly crowded marketplace.

Customer Acquisition 156

Customer Acquisition Start-ups Sales 156

Customers That Stick

JULY 10, 2018

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Customer Service 121

Customer Service 121

TeamSupport

JULY 10, 2018

Customer relations are very important to all businesses. Building positive relationship with your customers can do wonders, because customers want to have a positive relationship with you, and if you're lucky they will actively work to maintain it Of course, businesses also put in considerable time and effort into making a relationship rewarding and enriching for both parties.

Customer Experience 89

Customer Experience Customer Relationship B2B Customer Service 89

Intercom, Inc.

JULY 9, 2018

Shipping product fast and often means more opportunities for Sales to delight customers and engage with prospects. But your sales team needs a lot more than an email on launch day to maximize the opportunities that product launches present. Here at Intercom, Sales Enablement is responsible for ensuring sales reps have the skills and resources they need to capitalize on product launches.

Sales 154

Sales Start-ups 154

PeopleMetrics

JULY 10, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. Listen to any company in almost every industry, and you’ll undoubtedly hear phrases like customer-centric and customer-focused touted as top priorities. But what does that exactly mean? When leaders of a company fail to explain or provide specific examples of what it really means to be customer-centric, employees often see these words as little more than corporate platitudes.

CEM 66

CEM VOC Touchpoint Social Media 66

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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.

VOC

Heart of the Customer

JULY 10, 2018

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. Serving as the “voice” of the customer program, Devin manages multiple feedback channels and deciphers the feedback for company stakeholders to ensure the customer’s voice is clearly heard and considered in all decisions.

Voice of the Customer 60

Voice of the Customer Customer Experience CX 60

Customer Service Life

JULY 9, 2018

Omnichannel is a word that’s mentioned often in customer support circles and it’s fascinating to see what existing cloud-based platforms like Zendesk and Salesforce are doing to make this a reality. You may want to check out the recent announcement from Zendesk on this topic and also Salesforce’s decision to discontinue Desk.com and transition to Service Cloud Lightning by March 2020.

Omnichannel 60

Omnichannel Machine Learning Voice of the Customer Customer Survey 60

Intercom, Inc.

JULY 12, 2018

As VP of Corporate Strategy at Twitter, Elad Gil was a key player as company headcount skyrocketed from 90 to 1,500 employees. This wasn’t Elad’s first experience with hyper growth – Google grew headcount 10x during his time as a product manager there – nor the last. He’s also co-founded Color Genomics and invested in and been an adviser to companies like Airbnb, Coinbase, Instacart, Square, Stripe and more.

Start-ups 120

Start-ups Engineering Compliance Legal 120

ProProfs

JULY 13, 2018

. Developing a learning culture is an integral part of maximizing team talents, streamlining processes, increasing innovation and growth, and creating a positive and successful organizational environment. This, along with the proliferation of ultracapable free LMS software solutions should be to the advantage of businesses and other institutions. Evidence mounts, however, that some organizations luck out on pursuing a culture of learning while others seem to thrive on it.

Education 67

Education Innovation 67

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

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

Beyond Philosophy

JULY 12, 2018

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not. As global Customer Experience consultants, we know that Customer Experience is less of a destination than a journey. Where you are going with Customer Experience (i.e., what customers want) could change and the work you do on the route (i.e., the way you deliver a C

Customer Experience 68

Customer Experience Customer Expectations 68

Fonolo

JULY 11, 2018

It’s been a year since Apple announced “Business Chat”. The company staked out an audacious goal: to become the preferred channel for customer service communication. A year ago, Facebook, a competitor on this front, was reeling from weeks of bad press over privacy issues. But now, Facebook stock has hit a new all time high, with those transgressions seemingly forgotten by the market.

Social Media 59

Social Media Start-ups Customer Service 59

Intercom, Inc.

JULY 9, 2018

Shipping product fast and often means more opportunities for Sales to delight customers and engage with prospects. But your sales team needs a lot more than an email on launch day to maximize the opportunities that product launches present. Here at Intercom, Sales Enablement is responsible for ensuring sales reps have the skills and resources they need to capitalize on product launches.

Sales 117

Sales Start-ups 117

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experienc

CX 56

CX NPS Social Media Voice of the Customer 56

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

DMG Consulting

JULY 9, 2018

The Uberization of Workforce Management. In 2015 DMG introduced the concept of adaptive real-time forecasting and scheduling to the market to help companies begin the process of rethinking their contact center staffing challenges. We called this concept the “uberization” of workforce management, as it was conceived with the intent of balancing the “power” between companies and their employees.

Contact Center 48

Contact Center Technology Technology 48

Fonolo

JULY 9, 2018

It’s that special time of year. Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! Each year, Fonolo takes pause and looks at the big CX picture, studying the work of the best and brightest contact centers across all industries and regions. It awards those that shoot for the stars by significantly reducing hold times and thus winning the hearts of clients.

Customer Experience 52

Customer Experience Contact Center Technology Technology 52

Intercom, Inc.

JULY 10, 2018

In order to make bootstrapping work, you need to be scrappy, ruthlessly prioritizing your actions and avoiding non-essential expenses. Having one tool that helps you do all your most important work – sales, marketing and support – makes life so much easier. We’ve been pretty vocal about our love for Intercom as we’ve grown Ad Reform and Userfeed , our profitable, bootstrapped SaaS businesses over the last year.

Non-Profits 106

Non-Profits Sales Start-ups Customer Feedback 106

Customer Bliss

JULY 12, 2018

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May. But the GDPR now essentially serves as the world’s largest protection for digital privacy rights because of the borderless nature of the Internet.

Customer Experience 47

Customer Experience Compliance CX Customer Loyalty 47

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

TeamSupport

JULY 13, 2018

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

Customer Service 45

Customer Service Omnichannel Customer Satisfaction Customer Relationship 45

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Take a look at this month’s picks, I hope you enjoy them as much as I did! From the Dentist’s Chair. Dan Gingiss is a contributor with Forbes, and he wrote an excellent post about providing an exceptional customer experience.

Customer Service 42

Customer Service Entertainment AI Contact Center 42

Kate Nasser

JULY 7, 2018

Say these positive people skills beliefs to yourself daily to deliver consistently great customer service. By Kate Nasser, The People Skills Coach™ | #CX #Video. The post Stay Positive w/ These Positive People Skills Beliefs | #CustServ #CX appeared first on KateNasser.com.

CX 41

CX Customer Service Sales Customer Experience 41

Waypoint Group

JULY 13, 2018

On June 19 th , 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul Piazza, Senior Director of CS at Reciprocity Labs, for a chat centered around driving a Customer-centric culture and enabling CSMs to collaborate with the rest of the company to drive the right improvements.

NPS 40

NPS Customer Experience B2B Start-ups 40

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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

TeamSupport

JULY 13, 2018

In business, sometimes making the wrong decision is worse than making no decision at all. This is especially true when it comes to the customer service industry. With customers being the foundation of so many businesses, going against their needs can be a make or break decision. And, in the fast-paced technology age we live in, making the wrong call is costlier than ever before.

Customer Service 40

Customer Service Omnichannel Customer Satisfaction Customer Relationship 40

Confirmit

JULY 12, 2018

Hot on the heels of walking 65km through the Brecon Beacons to raise money for the Cystic Fibrosis Trust, I am putting my body through another challenge later this month. I suspect this makes me the very definition of the phrase “glutton for punishment”, but there we have it. In the usual Confirmit way, though, I won’t be going it alone.

Hospitality 40

Hospitality Hospitality Start-ups 40

UJET

JULY 12, 2018

“Hold on just one moment,” the customer service agent says.

CRM 56

CRM Customer Service Customer Experience 56

CX Journey

JULY 12, 2018

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc. in your organization - or any organization - start with the leadership team. Senior leaders and executives: take a good, hard look at how you and your colleagues act, behave, make decisions, walk the walk/talk the talk, live the values, etc.

Mystery Shopping 37

Mystery Shopping CX Customer Experience 37

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