eglobalis
JANUARY 27, 2021
Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.
Callminer
JANUARY 26, 2021
See how maintaining contact center compliance requires cooperation between CCOs, contact center agents and an entire organization.
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Intercom, Inc.
JANUARY 27, 2021
Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success. This is the fifth in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.
Fonolo
JANUARY 28, 2021
Looking for a secret weapon to improve customer perception? Chances are, you already have one in your arsenal. An unsung hero of the contact center, managers are typically known for overseeing daily operations. However, these individuals hold a lot of value and knowledge by virtue of their position, and often, their resources remain untapped and underutilized.
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
Beyond Philosophy
JANUARY 29, 2021
Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. When faced with this expectation from my clients, I think of what Prime Minister Winston Churchill told his cabinet after the election: “I have nothing to offer but blood, toil, tears, and sweat.” People read books and
Shaun Belding
JANUARY 23, 2021
Losing a customer is more than just losing a sale. Watch this video and see the scary cost of a single loyal coffee shop customer. Check out our cost of a lost customer calculator here.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Myra Golden Media
JANUARY 27, 2021
Here are four things you can do to move your chat interactions along faster. One. Check for understanding early on and as often as it takes. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Like this: “You’re asking me how your employees can add an avatar to their eLearning profile, correct?
Kerry Bodine
JANUARY 27, 2021
Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Still, the turnover to a new year brings with it a sense of optimism.
The DiJulius Group
JANUARY 27, 2021
It is the Service Stupid | How one company increased profit by $400k a month by improving customer experience 4 Quick Tips to Help you Make Price Irrelevant 1. It is the Service Stupid A small number of companies have now redefined what customers expect from brands. In short, the most successful companies in the. Read Full Article. The post Want to Know the Secret?
Fonolo
JANUARY 26, 2021
Virtual queuing and automated call-backs may seem like new technology, but companies have just been holding out on you. Virtual queuing technology has a long history. 5 Amazing Reasons to Add Virtual Queuing to Your Call Center. Before there were call-backs and virtual queueing , companies just picked up the phone when you called. That was all a long time ago, and it didn’t last very long.
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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.
Kate Nasser
JANUARY 24, 2021
If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.
DMG Consulting
JANUARY 29, 2021
Question: What are the mobility capabilities of WFM solutions? Answer: Remote workers, whether performing their job responsibilities off-site temporarily as a result of the pandemic, or agents who regularly rotate between home and contact center locations, as well as dedicated work-at-home employees, depend on mobility to help them effectively and efficiently perform their jobs anytime, anywhere.
Hodusoft
JANUARY 28, 2021
Customer experience matters a great deal for financial services. You get more business and you get more recommendations from a satisfied customer. Communication is one important vector for customer happiness and given that customers may choose any channel of communication, the call center software plays an important role. Whether it is responding or reaching out, you just cannot do without call center solutions.
Customer Bliss
JANUARY 28, 2021
Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.
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.
Beyond Philosophy
JANUARY 23, 2021
We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more. We believe that the best way to improve Customer Experiences is to do a lot of little things that add up to significant improvements.
Steven Van Belleghem
JANUARY 27, 2021
Did you know that Netflix made more than 1 million trailers for Narco’s? Netflix’ YouTube campaign for the Narcos series was built to generate a personalized video based on three segments, namely: sports, business and local events. The commercials were played as pre-roll commercials on YouTube. When a consumer searched for sports or business topics, he or she would receive a personalized version of a Narcos pre-roll ad based on his or her search query.
Zendesk
JANUARY 25, 2021
In the last few years, Instagram has really grown up. The brainchild of Facebook originally hit the social media scene in 2010 as a quirky platform to share photos. But in the past decade, it’s blossomed from artsy little sister to super-hot marketing powerhouse. Today, Instagram has grown to be one of the most popular social media platforms, with 1 billion active users a month.
Totango
JANUARY 26, 2021
Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?
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.
Heart of the Customer
JANUARY 27, 2021
Far too many companies with CX programs cannot show that they are making a difference to the business. This prevents them from being included in decision making and contributing to the health of their companies. There’s a solution to this problem: customer health dashboards. Customer health dashboards are foundational to measuring and improving (and proving!
Lumoa
JANUARY 25, 2021
In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. What is a Rating Scale? A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement. Responders are typically asked to choose from a range of options — which are scaled between two extremes— like Excellent to Terrible.
Customer Experience Matrix
JANUARY 27, 2021
Yesterday brought news that CDP Exponea had been purchased by ecommerce recommendation engine Bloomreach. The deal almost exactly parallels last year’s merger between RichRelevance and Manthan, as well the smaller-scale combination of CrossEngage with Gpredictive. It also recalls other recent CDP acquisitions including Acquia buying AgilOne, Chapsvision buying NP6, SAP buying Emarsys, and Wunderkind buying SmarterHQ.
Totango
JANUARY 29, 2021
When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. Building automation into playbooks helps the customer success team produce repeatable, winning results for clients at every stage in their customer journey.
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
ClientSuccess
JANUARY 25, 2021
For most customer success departments, the internal department you work closest with and most often is definitely sales. And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks.
Kerry Bodine
JANUARY 23, 2021
Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertising, was doing some soul searching about my next career move. I also had a trip to New York City scheduled for the following week.
Kate Nasser
JANUARY 24, 2021
If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.
DMG Consulting
JANUARY 29, 2021
2021: The Year of the Contact Center. 2021 is off to a rocky start as countries struggle to roll out the vaccines needed to combat the COVID-19 pandemic. Human ingenuity will triumph over adversity and ineptitude. If scientists around the world could develop a series of vaccines for a previously unknown virus in less than 9 months, governments should be able to figure out how to distribute and administer it efficiently, though this is a complex logistics and distribution challenge for which ther
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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.
PeopleMetrics
JANUARY 28, 2021
PeopleMetrics Turns 20! 3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.
Provide Support
JANUARY 26, 2021
The post First five steps to start selling online appeared first on Provide Support Blog.
TeamSupport
JANUARY 26, 2021
This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
Astute
JANUARY 27, 2021
As Astute’s new Chief Marketing Officer, my mission is clear: Build a high-performing team focused on driving the company’s primary goal of creating infinite loops of customer experiences. The post Mission Critical: It’s Time to Bridge the Customer Experience Gap appeared first on Astute.
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.
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