The DiJulius Group
AUGUST 29, 2022
After years of customer service consulting, i.e., partnering with clients to help improve their customer experience and internal culture, I have recognized that there are certain qualities one must possess to be a great CX project lead and reap the rewards. On the contrary, if one doesn’t possess these characteristics, there will be struggle resulting.
Callminer
AUGUST 29, 2022
Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy.
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Shep Hyken
AUGUST 31, 2022
“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. . For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.
Fonolo
SEPTEMBER 1, 2022
It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend.
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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.
Totango
SEPTEMBER 1, 2022
Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews.
Adrian Swinscoe
AUGUST 29, 2022
On July 27th, Google announced via a blog that it was delaying the removal of third-party cookies in Chrome through into the latter part of 2024. […]. The post Nearly half of CMOs are not ready for a cookieless future first appeared on Adrian Swinscoe.
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.
AUGUST 30, 2022
As a founder, you may know exactly what tech stack you need to build your product – but what about when it comes to the tools you need to run your business? Many founders fall into the trap of prioritizing the former without giving much thought to the latter. But these days, there are so many innovative and impactful tools that can massively streamline your workflows and help to set you up for success as you scale.
Retently
AUGUST 29, 2022
One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. This is an easy question to answer, although one that’s best tackled in detail. Discussion on social media platforms like Facebook and Twitter can be a powerful, accurate and valuable signal of public opinion, whether it’s aimed towards a business,
Adrian Swinscoe
SEPTEMBER 2, 2022
Today’s interview is with Nooshin Alibhai and Eric Klimuk, co-founders and CEO and COO respectively at Supportbench, a full-stack customer support software provider that is made […]. The post Not enough companies realize that customer support is your primary gateway to understanding your entire business – Interview with Nooshin Alibhai and Eric Klimuk of Supportbench first appeared on Adrian Swinscoe.
Beyond Philosophy
SEPTEMBER 1, 2022
We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.
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.
Intercom, Inc.
AUGUST 31, 2022
Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. In this CX for Growth webinar, we explore the world of B2B SaaS social media with one of our partners, Chatdesk , a customer care platform that helps businesses increase conversions and provide a better customer experience through social and support channels.
Kate Nasser
AUGUST 28, 2022
Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? Care sooner! Kate Nasser, The People Skills Coach™. The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com.
Zonka Feedback
AUGUST 31, 2022
You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.
Beyond Philosophy
AUGUST 27, 2022
Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives. Unfortunately, intuition isn’t always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business.
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.
Zendesk
AUGUST 30, 2022
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Yext User History. Yext User History (Support) reveals a requester’s journey through your Yext Search experiences–up until and after case creation. Arm your agents with this data so they can provide more relevant answers. The component displays all of the actions a customer has taken in Yext search.
Execs In The Know
SEPTEMBER 1, 2022
Suicide prevention is a heavy topic, and one that we often avoid talking about at all costs. There is a lingering stigma surrounding mental health and suicide, however, these are issues that should be discussed honestly and openly. . Worldwide, nearly 800,000 people (about half the population of Idaho) die from suicide each year. For instance, in 2020 alone, there were 1.2 million attempts globally.
Zonka Feedback
AUGUST 31, 2022
You do everything to satisfy your customers and work on various aspects to please them be it product, its price, its features, and everything that caters to the needs of the customers. But all this hard work goes in vain if you fail to provide your customers with a great overall experience.
Lumoa
SEPTEMBER 2, 2022
Here are the improvements we have brought to Lumoa in the past month. New improvements to Editing Topics. Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. But, we know that the AI is not perfect. That’s why we give you the possibility to make manual edits.
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
Qmatic
SEPTEMBER 1, 2022
Most healthcare providers have been trying to improve the patient experience since the Affordable Care Act (ACA) was passed formally in 2012. Since patient experience influence a lot of things, including reimbursements and penalties, it has been one of the top priorities. Consequently, healthcare providers across the continuum of care, from single clinics to large hospital centers, are paying particular attention to how each patient perceives the care they received.
CSAT.AI
AUGUST 31, 2022
The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July compared to June 2022. However, in t heir Occupational Outlook Handbook for Customer Service Representatives, the BLS provides insight more specifically into customer service job projections in the US.
Zonka Feedback
AUGUST 30, 2022
If you're here, I'd assume that you already have an ongoing marketing strategy in place and it is not giving you the desired results. And it's not just you; thousands of companies out there are trying to capture the market and win customer loyalty.
Lumoa
SEPTEMBER 1, 2022
Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the reality, gathering online feedback is not as easy as it may seem.
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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.
ClientSuccess
AUGUST 31, 2022
Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan. Sometimes, however, a more extensive, more focused discussion is warranted to take stock of how a customer is progressing against its goals. This is called a Customer Business Review. .
Shep Hyken
SEPTEMBER 2, 2022
This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run.
Zonka Feedback
AUGUST 27, 2022
I've been living and working in Delhi for about five years now. Like any other day, I took the metro to reach my office in Gurugram. Although I own a car but honestly, who would want to get stuck in hours of traffic?
Gainsight
AUGUST 31, 2022
This post was originally published on Dice. During uncertain times, businesses have a common playbook. First, they implement a hiring freeze, then they go looking for other ways to cut costs and boost efficiency in order to survive. But there’s another potential path forward: product-led growth (PLG) , which enables SaaS companies to efficiently chart a course for durable growth instead of simply hunkering down.
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
cxservice360
SEPTEMBER 2, 2022
Like most business owners, you probably know that cloud-based call center software has advantages over its on-premises counterparts. But if you’re still not sure if it’s right for your company, there are many reasons to move your call center to the cloud. Here are the different reasons to move your call center to the cloud. Read more. The post 12 Effective Reasons To Move Your Call Center to The Cloud appeared first on CXService360 - Customer Service Articles, Stories and more.
Shep Hyken
AUGUST 30, 2022
Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.
Zonka Feedback
AUGUST 27, 2022
In total, I've lived and worked in Delhi-NCR for around five years. And for my daily commute to Gurgaon, instead of getting stuck in traffic for hours, I generally use metro to reach office. Presently, my travel time includes 1 interchange from Red Line to Yellow and usually, I am glued to my iPad's screen checking out the numbers we were able to achieve yesterday or the week before, and how can we improve them while listening to 'Pantera', 'Lamb of God', or some other (as people like to call it
Zendesk
SEPTEMBER 2, 2022
It’s no secret to early-stage founders: the startups funding landscape is different today than it was even a year ago. With funding harder to come by in a relatively less stable period for the global economy, venture capital firms are looking more carefully at startups before determining who gets the green light. There is a strong silver lining to all this, though—not only are there still funds to go around, but establishing good business practices in leaner times can better position startups fo
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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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