Intercom, Inc.

JULY 29, 2021

Well, at the beginning of 2020, no one had the playbook for that. And so, Mark Rudden and his team had to figure it all out by themselves. Ever since he was hired as the Director of EMEA Sales at BrowserStack , a web and mobile testing platform that lets developers test their websites and mobile applications across browsers, operating systems, and mobile devices, he had to completely rethink how to successfully onboard hundreds of salespeople just as everyone was going remote.

Sales 223

Sales Start-ups Engineering Finance 223

Callminer

JULY 28, 2021

Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center.

Contact Center 182

Contact Center 182

Inside Customer Service

JULY 29, 2021

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog. A computer program ran in the background during each call to determine if the customer was eligible for the company credit card.

Customer Service 144

Customer Service Scorecard Contact Center Start-ups 144

Fonolo

JULY 29, 2021

Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

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

The DiJulius Group

JULY 26, 2021

Are you fighting “Woe is Me” syndrome? By Dave Murray Many organizations today, regardless of business model or industry, are experiencing the same struggles – customer demand is at an all-time high and staffing is a major issue. This toxic combination can leave even your best team member saying, “woe is me…we need help!” As. Read Full Article. The post How to Avoid the “Woe is Me” Employee Mentality appeared first on The DiJulius Group.

Customer Experience 145

Customer Experience 145

Callminer

JULY 27, 2021

As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service.

Omnichannel 182

Omnichannel Customer Service Customer Expectations 182

Fonolo

JULY 27, 2021

Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. Several centuries later, Galileo’s words still ring true for contact centers. These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance.

Net Promoter Score 142

Net Promoter Score Scorecard Construction Contact Center 142

Customer Think

JULY 28, 2021

In a world where smartphones are ubiquitous and 76% of adults living in advanced economies have a world of information at their fingertips, it should be no surprise that the future of marketing lies in tapping into the customer’s online experience. Image Source Ecommerce multichannel marketing—consistent brand presence across multiple online and offline channels—is an […].

Omnichannel 140

Omnichannel Technology Technology 140

Shep Hyken

JULY 28, 2021

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. When the customer uses the word always followed by something positive, you are creating a predictable experience, and even more important, you are operating in the zone of amazement. For example, your customers might say: “They are always so helpful.”.

Customer Service 140

Customer Service Start-ups Customer Experience 140

C3Centricity

JULY 27, 2021

This week we have another guest post from Alan Hale of CMG (Consight™ Marketing Group) in Chicago. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it. If you can’t wait for Part 2 next week, you can download the full white paper HERE. I have been fortunate to have managed over 250 voice of the customer projects in B2B over the last four decades, with over 50 engagements on customer satisfaction and loyalty.

B2C 74

B2C Customer Acquisition B2B Customer Satisfaction 74

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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

Adrian Swinscoe

JULY 27, 2021

Today’s interview is with James Dodkins, who is commonly know as the CX Rockstar, is a former rockstar but is now the CX Evangelist at Pegasystems. […]. The post We are all only one moment away from creating a hyper fan – Interview with James Dodkins of Pega first appeared on Adrian Swinscoe.

CX 100

CX 100

Customer Think

JULY 29, 2021

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization.

Customer Experience 134

Customer Experience 134

Shep Hyken

JULY 30, 2021

This week we feature an article by Nathan?Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past.

Start-ups 135

Start-ups Finance Customer Service Customer Experience 135

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

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

Heart of the Customer

JULY 28, 2021

Journey orchestration is the ability to deliberately create individual journeys for customers based on your data, sending the right messages at the right time to the right customer. Platforms from Salesforce, Adobe, and others incorporate this capability into their platforms, and third-party offerings from Thunderhead, Kitewheel, Usermind, and Pointillist work across systems, without having to […].

Voice of the Customer 103

Voice of the Customer CX Customer Experience 103

Customer Think

JULY 30, 2021

Architect, Frank Lloyd Wright, once quipped about technological innovation that, “if it keeps up, man will atrophy all his limbs but the push-button finger.” And Wright wasn’t wrong. Like many other information workers, I spend my days punching buttons on my computer keyboard – most frequently the “delete email” button. Sometimes I switch things up […].

Contact Center 131

Contact Center Innovation Technology Technology 131

Intercom

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Customer Satisfaction 116

Customer Satisfaction Technology Technology Customer Expectations 116

Sprinklr

JULY 29, 2021

Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to spend 31% more on a business with excellent reviews. In other words, customers are paying close attention to feedback about your products across a wide variety of digital channels and using that information to guide their decisions.

CXM 111

CXM Social Media Manufacturing Social Listening 111

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

Aquire

JULY 29, 2021

Consumers don’t just touch and try products before they make a purchase. They learn about products from many platforms, including Google searches, social media, videos, mobile apps, company websites, and in-store experiences. Creating an omnichannel customer experience benefits businesses. Customers who engage through multiple channels with a business reportedly spend more. .

Omnichannel 105

Omnichannel Customer Experience Social Media Retail 105

Customer Think

JULY 30, 2021

Your whole business hinges on your customers. Without fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course. They’ve heard that six out of 10 people will lose brand faith after a few bad encounters, according to PwC. That’s why they put such […].

Customer Experience 130

Customer Experience 130

Conversation Agent

JULY 28, 2021

The World Heritage Committee inscribed the porticoes on the list during the 44th session. The porticoes of Bologna have been listed on the UNESCO World Heritage site since January 2006. People have been using this network of covered areas for a long time (stretches date to 13th Century). This alone makes them of 'outstanding universal value.' Imagine being able to walk all the way from the city to the Sanctuary of San Luca atop the La Guardia hill without getting wet.

100

100

Zendesk

JULY 30, 2021

Coming out of a pandemic that rocked the retail world, this year’s NRF Converge event focused on dealing with change. The world’s largest retail trade association brought together industry experts who shared their stories and advice for meeting consumers where they are in the new normal. From embracing the role of ecommerce to finding new ways to connect with shoppers on a human level, retail leadership is focused on delivering great customer experiences.

Retail 98

Retail Omnichannel Sales Customer Service 98

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

Zonka Feedback

JULY 30, 2021

Almost all successful businesses have one thing in common. They all have some customers who are the most satisfied and are truly loyal to the brand. Customer Loyalty doesn’t make it by itself among the customers. It is your actions and zeal for Customer Satisfaction that result in Customer Loyalty. It will not be wrong to say that you have to earn Customer Loyalty.

Customer Loyalty 98

Customer Loyalty Customer Satisfaction Customer Experience 98

Customer Think

JULY 30, 2021

There are occasions in life where it pays to get up, toss out your plans, and just go with the moment. Making B2B sales is not one of them. B2B selling is challenging. The stakes are higher, sales cycles are long, leads can be hard to come by – and when you do get a […].

B2B 126

B2B Sales 126

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. With one simple tweet, status update, or blog post, they can reach thousands of people right away. In one negative post from a dissatisfied customer, lies the potential to ruin your brand image.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Sprinklr

JULY 30, 2021

At Sprinklr, At Sprinklr, we are redefining the unified customer experience , turning conversations on modern channels into valuable business insights. Our world-class engineering team is constantly finding innovative ways to raise the bar even higher to enhance the customer experience with our industry-leading artificial intelligence (AI). Today, we’re spotlighting Rahul Anishetty, VP, Product Engineering, who shared his thoughts on working at Sprinklr.

Artificial Intelligence 98

Artificial Intelligence Engineering Innovation AI 98

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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

Zonka Feedback

JULY 28, 2021

Loyalty is an emotion that comes from emotional attachment and fulfillment. While it’s almost impossible to typically measure the loyalty of your friends, partners, and other people close to you, you can still measure the loyalty of your customers towards you and your brand.

Customer Loyalty 98

Customer Loyalty Customer Experience 98

Customer Think

JULY 27, 2021

If there was one thing that the Covid-19 pandemic has taught us, all businesses need to enhance their presence online or start building their online presence. However, there are also a handful of industries and business types in which an online presence was not a priority. These affected businesses may have only just started to […].

126

126

Zendesk

JULY 28, 2021

In fact, according to Gartner, by 2022 70% of all customer interactions will involve emerging tools like chatbots , machine learning, and mobile messaging, up from 15% from 2018. Customer service automation has proven to reduce agent frustration and turnover, increase customer satisfaction and improve customer loyalty. Automation does not come without any challenges, however.

Customer Satisfaction 98

Customer Satisfaction Machine Learning AI CRM 98

Sprinklr

JULY 30, 2021

Customer communication preferences have changed. And the pace of change has only accelerated during the past year. In this CX Network Live webinar, Georgina Wilczek and I talk about how to have meaningful conversations with your customers, and why great customer service must integrate all communication channels. See all CXM Experience podcasts. The CXM Experience on Apple Podcasts.

Contact Center 98

Contact Center CXM CX Customer Service 98

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