Callminer
MARCH 19, 2019
Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, by placing them in a streamlined environment.
Intercom, Inc.
MARCH 19, 2019
Even the best businesses in the world lose customers. That’s why you need to find a strategy to steadily bring in new customers in order to survive – and thrive. Without a strategy to acquire customers, it’s easy to keep doing what seems to be working without examining how effective your approach truly is. Or on the other hand, invest too little money in a channel that has the potential to bring in many more customers than it does right now.
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Beyond Philosophy
MARCH 19, 2019
Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it.
Heart of the Customer
MARCH 21, 2019
Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at www.HowHardIsIttoBeYourCustomer.com. What differentiates a mapping program that drives action from one that doesn’t? A major factor is the reason for doing journey mapping in the first place. We can confidently […].
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
Fonolo
MARCH 19, 2019
Utility companies provide people with critical and valuable services: Heat, hydro, and other essentials that consumers have come to rely on. Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Poor customer service and disorganized call centers can not only be frustrating for consumers, but also have a negative impact on the company’s revenue, customer retention, and business acquisition.
Intercom, Inc.
MARCH 20, 2019
Inclusive workplaces are created. They don’t materialize out of thin air, and they aren’t a guaranteed byproduct of financial success. A welcoming office is sparked by a sense of wanting to belong, one that must be nurtured. We foster belonging at Intercom by celebrating our differences. We believe in giving expression to our full depth as human beings – both in and outside of the office.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Kerry Bodine
MARCH 20, 2019
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping
TeamSupport
MARCH 22, 2019
Sometimes in business, attitude is more important than any service or product. Approaching conversations with the right perspective for the situation can completely change the expectations of all parties involved. One person can increase the morale of a room, turning doubt into hope by providing a positive outlook on a situation. When it comes to customer conversations, kindness is one of the most important tools to have at your disposal.
Intercom, Inc.
MARCH 20, 2019
If you’ve been reading this blog for the past few years, you’ll likely have heard a common refrain – the way people buy software is changing. The rise of smartphones, messaging, artificial intelligence (AI), and other groundbreaking technologies has led to a new set of expectations for buyers. We can now get exactly what we’re looking for in real-time, on-demand, whether that’s scheduling a ride, booking a place to stay or renting a movie.
Taylor Reach Group
MARCH 19, 2019
By Peg Ayers. When my father passed away, I spent hours in queue, waiting for help from a variety of companies and agencies that should be providing service to those who call. In fact, they did all eventually provide the required service (except for one government agency that proved so difficult to reach, I gave up and visited them in person!). I spent much of that hold time compiling my list of queue time grievances.
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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.
Totango
MARCH 21, 2019
Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . It reflects the current customer-centered economy that has encouraged customer fluidity and placed greater emphasis on the customer experience.
Heart of the Customer
MARCH 20, 2019
The post Three Common Customer Journey Mapping Business Cases appeared first on Heart of the Customer.
Customer Bliss
MARCH 21, 2019
“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Do you know what it takes to be a high-quality leader?
Taylor Reach Group
MARCH 22, 2019
By Colin Taylor. Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer needs. But not everyone understands what service level is really referring to.
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.
Fonolo
MARCH 21, 2019
The Enterprise Connect conference is one of the largest events in communications technology. It’s often the venue for major announcements from the biggest vendors. It was here that Twilio announced Flex. It was here that Avaya announced Breeze, SnappIns, and Zang. It was here that Amazon launched Connect. Big announcements this year include the launch of two new cloud contact centers called Edify and Thrio ; a new contact center from Vonage called CX Cloud Express (based on their acquisition of
UJET
MARCH 21, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution.
ProProfs
MARCH 17, 2019
Word of mouth is essential when a brand is trying to promote a new course and trying to get more eLearners to subscribe. Fortunately, if a business is providing a good experience to their existing customer base, they may find that their customers will do some talking for them. This can lead to new leads and eLearning subscribers. It can also provide you with a high ROI!
Return Customer
MARCH 20, 2019
Professionals in the customer service industry know how complicated people can get—some are delightful, some are moody, some are grumpy, and so on. This is where knowledge of psychology principles comes in handy. At their core, business and psychology both explore a better understanding of people’s behavior, wants, and needs. Of course, customer service ties both fields together, as providing a top-notch customer service experience is the key to acquiring and retaining new and existing customers
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.
The DiJulius Group
MARCH 20, 2019
[Part 1 Article] The Rise of Robo Restaurants One perhaps surprising field that has taken advantage of the shift to technology is the restaurant industry, where a shortage of available workers has driven up costs and limited the ability of some restaurants to open additional locations. Spyce, a casual fast-food place begun by four MIT. Read Full Article.
Myra Golden Media
MARCH 18, 2019
I’m working from home today, enjoying having my college-daughter here for the week, and the freedom of my son’s clear high-school calendar during Spring Break. But, predictably, my teenagers are upstairs with eyes on screens, probably with unbrushed teeth. So, I’m in my home office. I’ve promised myself no more than two hours work.
ClientSuccess
MARCH 20, 2019
Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. We believe that customer success is not just a department, but a company mindset and culture.
Chip Bell
MARCH 19, 2019
It was the 100th anniversary of the church in which I grew up. So, the red-letter day called for a homecoming, complete with a delicious pot luck lunch following the 90-minute worship service. The congregation sang many of the old gospel hymns, the “hellfire and brimstone” sermon was artfully delivered by a former minister, and there was displayed on the walls of the social hall a gazillion photos from yesteryear.
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
Totango
MARCH 20, 2019
We’re unequivocally focused on building the best possible technology to deliver business results, quickly and easily across large global teams. In today’s Customer Centered Economy, data integration and visualizations are table stakes — operationalizing a universal, company-wide approach to customer centricity is what delivers a competitive advantage to enterprises.
CSAT.AI
MARCH 20, 2019
Presents on your birthday, a complimentary cup of tea, an invitation to the party, holiday bonuses: we all enjoy feeling valued. Customer service agents are no different. With the history of agent turnover it isn’t surprising when they don’t feel supported. According to the Zendesk Customer Experience Trends Report 2019 45% of agents don’t feel they have sufficient tools for success.
ClientSuccess
MARCH 20, 2019
ClientSuccess will host Dave Blake , our Founder and CEO, for this month’s customer success webinar series: Top 5 Mistakes in Building Your Customer Success Strategy. Dave will walk attendees through common mistakes customer success leaders make as they build out their customer success strategy. Webinar: Top 5 Mistakes in Building Your Customer Success Strategy.
Steven Van Belleghem
MARCH 18, 2019
DE-filtered Brands. Brands with a direct customer relationship: function + love. Though I believe that direct contact with customers will become extremely challenging and therefore extremely valuable in the Age of Gatekeepers , some brands with a particularly strong identity will be able to stay in control of the lines of communication. The reason that customers will stay with them is twofold: both functional and emotional.
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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.
Totango
MARCH 19, 2019
If your customers aren’t using your product, then they’re not really your customers. They may have subscribed, but if they’re not actively engaging with the product, they’ll never see the value of their investment. And without a clear return in sight, they’re a churn waiting to happen. That’s why it’s important to understand how to calculate adoption rate.
Kerry Bodine
MARCH 20, 2019
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build a strong foundation in the concepts and methods of journey mapping. Day 2 draws on the facilitation training we provide to clients during our journey map development engagements , enabling you to extend your journey mapping
Qualtrics
MARCH 20, 2019
The C-Suite used to tolerate a little more ambiguity when it came to insights and market research. In a time before big data, they’d accept an insights team saying that the data “probably” means XYZ will happen. Today, every company is blessed with an abundance of data, and as a result executives expect a higher degree of accuracy from their insights teams.
CX Journey
MARCH 20, 2019
Image courtesy of Pixabay Are you aware that there's also a Culture Perception Gap? I've written and spoken many times about the CX Perception Gap (aka Bain's Delivery Gap), but there's not much said about the Culture Gap. Until now. PwC recently released findings from their 2018 research among 2,000 respondents in 50 countries on workplace culture.The first shocking statistic is that 80% of employees feel that their workplace culture must improve significantly or a fair bit in order to succeed,
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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