Adrian Swinscoe
JANUARY 13, 2022
Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]. The post 8 customer-experience-related predictions for 2022 first appeared on Adrian Swinscoe.
Uniphore
JANUARY 13, 2022
As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. He also revealed what gets him going and what excites him the most about the future of Uniphore.
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Intercom, Inc.
JANUARY 11, 2022
Today, we’re excited to announce Intercom’s first virtual launch event, New at Intercom , to be held on March 23rd. . We’re witnessing a ??dramatic one-way acceleration in the transition to a primarily online business environment, and that shift is transforming how businesses engage with prospects and customers. Making the most of this opportunity requires the tools of tomorrow.
Bill Quiseng
JANUARY 10, 2022
For many years, there has been a stranglehold of the “Profits over People” mentality on business. Senior executives care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. Listening to the sweet cha-ching sound of profits, these bad bosses do not hear their grumbling employees and complaining customers many hierarchical rungs below.
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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.
Customer Think
JANUARY 10, 2022
“Digital transformation isn’t about tech for tech’s sake – it’s about using technology to achieve business goals.” – Teresa Torres Do you know? 87% of organizations claim to have profitable results after implementing digitization in business. Indeed this digitization has proved to be a boon for businesses. With the immediate business shut down in the […].
Beyond Philosophy
JANUARY 12, 2022
The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago. However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
JANUARY 10, 2022
In 2022, Chief Marketing Officers (CMOs) will need to either expand their skill set and value they bring to their organization or run the risk of being eliminated. For the past several years, the CMO position in corporate America has been on the decline. Branding has changed. It is no longer about building a perception. Read Full Article. The post Chief Marketing Officers Need to Adapt or Risk becoming Extinct appeared first on The DiJulius Group.
Customer Think
JANUARY 8, 2022
I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized an.
Gainsight
JANUARY 10, 2022
TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! For the mundane version of this news, click here. And to see a video of Robin van Lieshout (CEO of inSided ) and me sharing the news, with a bit of rapping embedded, click here. What comes to mind when you think of community? Maybe it’s connecting and networking with peers?
Uniphore
JANUARY 14, 2022
WEBINAR. Strategic roadmap to deliver new-age customer experiences. Register Now. 2022 is the year where companies are innovating to thrive and succeed in the service-driven economy. Organizations looking to differentiate must embrace modern technologies to meet increasing expectations for service excellence.? Customers are vouching for brands that empower their agents and treat employees better.
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.
Inside Customer Service
JANUARY 13, 2022
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Hotels have gotten sneaky with resort fees. They're tacked on to the advertised rate, hidden in the "taxes and fees" section at the end of the booking process.
Customer Think
JANUARY 10, 2022
It’s a fact, content below the fold gets less attention. That’s why a best practice in content marketing is to place your best content above the fold. As a marketer, it’s crucial to think about what it takes to ensure that your content gets read, absorbed, and shared by readers across the Internet. When it […].
Steven Van Belleghem
JANUARY 10, 2022
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter. Customers will never love a company until the employees love it first. – Simon Sinek. Stop selling, start helping. – Zig Ziglar. If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. – Shep Hyken.
Hodusoft
JANUARY 11, 2022
2022 Checklist on How to Choose the Best Auto Dialer for Your Business. Selecting the most appropriate products and services can be a challenging task for small and large businesses, which can be accomplished only after years of hard work and concentration. Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue.
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.
Intercom, Inc.
JANUARY 12, 2022
At Intercom we obsess about our customers’ success. We also prioritize moving fast , making quick, effective decisions, and maintaining momentum. Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently.
Customer Think
JANUARY 13, 2022
Too often, corporate bottlenecks stall progress and growth. This is particularly true in the digital space, when red tape stifles innovation and slows the speed of digital transformation. Simply said, businesses that can’t keep up – get left behind. In 2021, we must replace the knee-jerk reaction for top-down decision making and empower our teams […].
Help Scout
JANUARY 12, 2022
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Myra Golden Media
JANUARY 12, 2022
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.
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
Totango
JANUARY 12, 2022
Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in
Customer Think
JANUARY 8, 2022
I just upgraded my iPhone from an 8 to the 13 Pro. I actually went into the store to make the change. Old school, I know. I could have done it via the app, but I had a lot of questions and didn’t want to sit on the phone waiting for an agent. During my.
Conversation Agent
JANUARY 11, 2022
Nearly 11 years ago, I outlined a framework to calculate the costs of building a proprietary community. The conceptual and operational aspects (1, 2, 4, 5, 6) still hold. Good content at number 3 is the opportunity: to differentiate, weave a good narrative, and establish a path to value. But there are some fundamental questions I had missed. Do we build a net new community, or do we invite the existing community?
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Knowmax
JANUARY 13, 2022
The post 5 ways to be a good knowledge manager appeared first on Knowmax.
Customer Think
JANUARY 12, 2022
The cab driver on his way from Dublin airport was dispensing unsolicited advice on two topics to our family: alcohol and where to buy it cheaply. He cheerily pointed out the multitude of appealing and reasonably priced pubs as we zipped through the narrow streets of Dublin to our hotel. Being properly primed, our first […].
Aquire
JANUARY 12, 2022
With social media getting increasingly popular by the day, providing customer service on Instagram gives you more opportunities to connect with customers — both existing and potential — than ever before. In fact, as Barry Libert, CEO of AI Matters, puts it, “The future of business is social.”. So, let’s dive and look at some ways you can use Instagram to add another customer service channel to your offering and boost customer experience while you’re at it.
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
Zendesk
JANUARY 12, 2022
When it comes to sales, it’s easy to believe that no opportunity is a wasted opportunity. If you throw a product at enough people, someone is bound to buy it, right? Technically…yes. But say you spent money and effort to contact 100 random people about your product. Seventy-five of them aren’t in your target audience, 10 of the remaining 25 can’t afford your product, and 14 are happy with their current product from a competitor.
Customer Think
JANUARY 8, 2022
How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change the.
Logicalware
JANUARY 11, 2022
The Digital Hotline ( DDH ) is a free telephone service provided to residents in 44 of Denmark’s local councils. Residents can call The Digital Hotline for help and advice on a range of local government topics, from pest control to passports, moving applications and sickness benefits. These enquiries are answered by a team of 350 contact centre agents who work across the participating municipalities, from Skive in the country’s west to Aalborg in the country’s north.
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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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