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.
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.
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Retently
MARCH 18, 2019
Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. Given that, it’s 6 times more expensive to attract new customers than to keep existing ones – the ignorance shall turn costly.
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.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
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 […].
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.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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
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.
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.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
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.
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.
Heart of the Customer
MARCH 20, 2019
The post Three Common Customer Journey Mapping Business Cases appeared first on Heart of the Customer.
Gainsight
MARCH 21, 2019
The natural tendency of customers and vendors is to drift apart, not closer together. Let’s say it another way: The natural tendency of all your customers is to churn. But is that true? Let’s play it out. You make the sale, close the deal. Then you do nothing. What happens? I think we can all agree that on a long enough timeline, everybody quits, cancels, or lapses.
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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.
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?
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!
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
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
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.
Gainsight
MARCH 18, 2019
Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your newest feature? And if they used it? And for how long? Understanding how your customers are using your product is essential to helping them maximize the value they get out of your product. It can also help product leaders guide future decisions and demonstrate the impact of decisions to date.
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.
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.
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.
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.
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: 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.
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.
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.
CSM Practice
MARCH 18, 2019
There has been a considerable rise in the volume of Customer Success Manager jobs in the marketplace, CSM’s are becoming an integral part of extraordinary client experience. Problem is, role in CSM is relatively new and finding the right candidate for the job can certainly frustrate the hiring manager. CSM main goal is to improve client retention and upsell of services.
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
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