Futurelab
DECEMBER 13, 2020
Over the years, I’ve written a lot of posts about change and change management. In a post I wrote earlier this year about change and some of the learnings and takeaways from the pandemic and the business crisis that created, I noted that that we had/have a lot to learn. Tags: Annette Franz (Gleneicki) business change change management project management risk Facebook Like.
Intercom, Inc.
DECEMBER 17, 2020
Throughout this year on the podcast, we’ve talked to people from various companies about how they’ve met the challenges posed by the events 2020. We’ve heard from product leaders, e-commerce leaders, and customer support leaders about high volumes, new working practices, and remote launches. Of course, companies have had to suddenly reimagine not just how they deliver for customers, but also how they operate behind the scenes.
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Heart of the Customer
DECEMBER 12, 2020
CX is all about driving customer-focused change in your organization, with initiatives that drive top or bottom-line value. And in today’s world, 10 out of 10 of those initiatives will involve technology in some way. (Actually, given all the ways we’ve gone virtual due to COVID-19, make that 12 out of 10!) At Heart of […]. The post What Can the CX Tech Stack Do for You?
Fonolo
DECEMBER 15, 2020
It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. COVID-19 reminded us that bad stuff happens quite regularly. Crises do occur. And they will happen more frequently in the coming century, as natural forces and increasing disparity combine to drive systemic ecological and societal change.
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
Myra Golden Media
DECEMBER 17, 2020
When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Here’s a tactic you can use to move on. Ask your customer three closed-ended questions back-to-back. Closed-ended questions are questions that can be answered in one word: “Do you like Italian food?” is a closed-ended question.
Intercom, Inc.
DECEMBER 16, 2020
Your sales team is integral to your business’s success: not only do your salespeople bring in the big deals, but they also represent your company and culture to every new and potential prospect. So why is sales team culture still an afterthought for so many organizations? Whether they’re stuck in outdated ideas about what sales teams look like and how they work, or they simply aren’t investing in their reps’ growth the way they should be, many companies have yet to unlock the full potential of t
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
DECEMBER 17, 2020
Dangling calls, Queues are stalled. What’s taking you so long? I just want to know why you. have got my order wrong. Hour two, why have you. abandoned my concerns? Why am I still wasting time? When will they ever learn? Dashing through the day. With my phone stuck to my ear. Endless songs on loop. I pray the end is near. I just want support. For the product that I bought.
Customer Experience Matrix
DECEMBER 13, 2020
“Apophenia” – seeing patterns where none exist – is both occupational hazard and job requirement for an industry analyst. The CDP Institute Daily Newsletter provides a steady supply of grist for my pattern detection mill. But the selection of items for that newsletter isn’t random. I have a list of long-running stories that I follow, and keep an eye out for items that illuminate them.
Customer Bliss
DECEMBER 16, 2020
As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should approach customer experience. Despite any perceived hardships, this shift may actually present you with new opportunities to engage your employees and customers. . I recently shared some insights with The Sweeney Agency about ‘How to Elevate Customer Experience,’ and I’ve outlined key takeaways from my conversation below.
Customer Service Life
DECEMBER 14, 2020
I was recently with my father-in-law at a doughnut shop. The line was fairly long and not moving quickly. The person behind the counter serving customers wasn’t moving particularly fast as he cared for one customer at a time. As we waited, we watched one customer lose patience, leave the line, get in her car, and go through the drive-through. And I’m pretty sure she got faster service.
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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.
Buyer Persona
DECEMBER 14, 2020
In sports, confidence is often mentioned as one of the key ingredients to winning. I saw this firsthand with my daughter and her competitive experience in gymnastics. She attended the same gym as Amy Chow, the U.S. Olympic Gold and Silver Medal winner in the 1996 Olympics. And a team member of the 2000 Olympics. One Saturday, while waiting for my daughter, I watched Amy do a small portion of her routine on the balance beam.
Totango
DECEMBER 15, 2020
Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention. In this blog, you’ll learn: Why customer success is so important. How customer success drives customer experience.
The DiJulius Group
DECEMBER 16, 2020
The results are in! The DiJulius Group top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2020 How to Make 2021 Your Greatest Year by Weaponizing Adversity The Incredible Opportunities Out of the Coronavirus Crisis in Your Personal. Read Full Article. The post The Best Customer Experience Content from 2020 appeared first on The DiJulius Group.
Zendesk
DECEMBER 18, 2020
While a rich, modern messaging experience is a technical reality, it may feel out of reach for startups who are, say, establishing a customer support team for the first time. Messaging might feel ambitious now, but you can still plan for it down the road, and there are more than a few reasons why you should. Let’s get started. The importance of messaging.
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.
VOZIQ
DECEMBER 17, 2020
Recently, VOZIQ’s predictive customer retention solution was honored for consistent innovation and extraordinary value creation and won the 2020 Product of the Year award. We want to share with you some of our most popular blogs of 2020, in case you missed them when we first published them. These blogs have garnered significant appreciation from your fellow readers.
Chip Bell
DECEMBER 15, 2020
My river house in the mountains of North Georgia just got fiber optic high speed Internet. In Internet talk, we went from 10 mpbs to over 100 and the capacity to stream TV instead of using a pricey satellite dish. But one of the older TVs needed a fire stick to interface with the Internet. We wanted a 4K, not a 1080. I called Target in Athens to inquire if they had an Amazon Fire Stick 4K in stock; they did.
The Customer Service Blog
DECEMBER 15, 2020
Regular readers of this blog will know that I take a keen interest in the subject of customer loyalty within the banking industry. It’s an often-quoted (but true) cliché that people in the UK are more likely to get divorced than to switch their bank! And that’s despite the fact that, when asked in research, most people complain about the poor customer service of their bank.
Zendesk
DECEMBER 16, 2020
Running a business means managing all of the moving parts—and that includes agent scheduling. Your contact center needs enough agents at the right times to serve your customers without long waits. If your call center is understaffed, your team may not be able to answer calls quickly—that’s frustrating to your customers. In fact, customers have a higher expectation a quick response by phone support than any other channel.
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.
TeamSupport
DECEMBER 16, 2020
“Music is always fleeting. Bands break up, artists retire, sometimes with dignity and sometimes in disgrace. The string of reunions this past year has only shown that temporality of music.” Some get back together for the fans. Some because they “miss playing with the guys.” 1 Whatever their reasons, we’ve all felt the excitement when our favorite band from the 80s or 90s [or whatever decade!
Buyer Persona
DECEMBER 16, 2020
Compress. A word that has often been used in business. Compressed files. Compression thinking. To compress and flatten organizational structures. A myriad of uses meant to communicate reduction. It is an adequate word to use when thinking about important takeaways from 2020. A year in which a decade’s worth of future buyer trends was compressed into a single year. .
UJET
DECEMBER 17, 2020
Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced
Zendesk
DECEMBER 15, 2020
Mobile gaming is booming, lucrative, and extremely competitive. In the latter half of 2020 alone, mobile gamers exceeded $20 billion in spending. Gamers are loyal, high spending customers, and games account for 80% of app store spending. Customer experience is a key differentiator in this space, and agile brands are offering their customers more ways to reach out by adopting new channels, and bringing seamless customer service straight into their own apps.
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
DECEMBER 16, 2020
Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions. Optimizing customer experience with personalization.
Buyer Persona
DECEMBER 12, 2020
Empty office buildings dot the map of the United States. Once bustling communities adjacent to business parks are quiet. Restaurants and services that once served the lunch crowds from office complexes are limited to takeout or have closed their doors for good. Amidst all of this, many businesses are singing the praises of working from home. With several large high-tech companies to keep a Work From Home policy in place until at least 2022.
UJET
DECEMBER 17, 2020
Natural language processing (NLP) is a branch of artificial intelligence that uses machine learning algorithms to help computers understand natural human language—not just what people are saying but also what they mean when they say it. There are examples of NLP in nearly every customer service process powered by AI. Companies at the forefront of customer experience solve some of the most frustrating human-software interactions and stay ahead of today’s customer expectations by applying advanced
Myra Golden Media
DECEMBER 15, 2020
Last week I told you about De-escalation Academy, and immediately I got a ton of questions. You might have questions, too. So, I’m sharing the top four questions that I answered for new students last week. What is the total time commitment for the Academy? The total classroom training time is 75 minutes, spread out over four days. I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece).
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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.
ClientSuccess
DECEMBER 14, 2020
2020 has been chock-full of twists and turns, and customer success managers have experienced their fair share of ups and downs. The customer success function has been thrust into the spotlight at many SaaS organizations, and the health and sentiment of customers is now a company-wide initiative for many teams. With so much focus on customer success, many organizations are looking for new ways to invigorate and streamline their customer success processes.
PeopleMetrics
DECEMBER 17, 2020
Planning for Customer Experience (CX) in 2021. What can you do NOW to get your CX program ready for 2021. What are the key touchpoints you must measure in 2021? How has COVID-19 changed the way we measure customer experience (CX)? In this edition of PeopleMetrics LIVE!, we provided some practical tips and guidance for what you and your team should be planning for NOW in order to deliver the best possible customer experience (CX) in 2021.
Beyond Philosophy
DECEMBER 12, 2020
If the Stress Is Becoming Intolerable, This is What to Do. If there is one thing 2020 has given all of us, it’s a lot of stress. Coping and managing stress is a skill leaders need to relieve the pressure in their lives and help employees manage their stress so they don’t pass it on to customers. I often say, Happy Employees Make Happy Customers, which is also the title of my latest book.
Hodusoft
DECEMBER 17, 2020
In order to provide superior customer service and enhance customer satisfaction, businesses need to have a seamless call center operation. With the help of a call center, businesses can easily track, monitor, manage, and route phone calls. However, businesses that deal with a large volume of calls must employ sophisticated call center software to manage their daily operations.
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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