Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Director of Customer Success Robyn Fernandez spoke with three CS executives, including Swiftly’s Chief Customer Officer Maranda Dziekonski , Egnyte’s Manager of Customer Success Naomi Hawn , and SentinelOne’s Vice President of Customer

Start-ups 104

Start-ups Customer Loyalty Customer Satisfaction Sales 104

Adrian Swinscoe

JUNE 6, 2022

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]. The post New research finds that customer service agents are abusing customers first appeared on Adrian Swinscoe.

Customer Service 246

Customer Service 246

CSAT.AI

JUNE 7, 2022

Updated June 2022 (originally posted November 2019) An unhappy cus tomer service agent is more than a meme , they are a person with difficulties that have solutions. Emotional Cost – Case in Point: Facebook Moderators. In 2019, Rep. Katie Porter ( D-Calif.) called out Mark Zuckerberg during a House Financial Services meeting for the treatment of content moderators which she likened to “straight out of an episode of Black Mirror.” .

Customer Service 81

Customer Service Contact Center Customer Satisfaction Technology 81

Shaun Belding

JUNE 10, 2022

Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding | www.beldingtraining.com. Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog.

Customer Experience 279

Customer Experience Customer Service 279

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

Customer Satisfaction

Intercom, Inc.

JUNE 7, 2022

The promise of live chat for sales teams is being able to connect faster with higher quality leads. But any target-focused sales professional will want to know: how well does live chat actually work? Live chat – especially when it’s part of a modern customer communications platform that helps you make the most of every engagement – is a powerful addition to your sales tech stack.

Sales 245

Sales Start-ups Touchpoint B2B 245

ECXO

JUNE 6, 2022

Share on linkedin. Share on twitter. Share on facebook. Share on xing. Share on whatsapp. From CX to Distinctive Experiences with Joe Pine. The European Customer Experience Organization is delighted to announce Joe Pine, discussing From CX to Distinctive Experiences in a presentation and Q&A session with all ECXO CX professional community. We have available 200 digital sets – Subscribe in our CX community [link] or in our ZOOM Link: Register in advance for this webinar: [link] After

CX 156

CX Innovation Start-ups Technology 156

Shep Hyken

JUNE 8, 2022

I don’t know if it’s true, but it doesn’t matter. This is a great story with a great lesson. . Michelangelo was standing on his scaffold as he worked on painting a tiny leaf on the ceiling of the Sistine Chapel. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? Nobody from this distance will ever know.” .

Customer Service 115

Customer Service Customer Experience 115

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. They help us make sure everyone is working towards the same goals, that every new hire is aligned with how we do things and is empowered to make decisions from the get-go.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Steven Van Belleghem

JUNE 7, 2022

My friction hunting concept. If you would like to hear more about my friction hunting concept, check this video: Reducing friction in airports. One of my top favorite speakers during our Nexxworks Web3 inspiration tour was Irra Ariella Khi from Zamna, a company that organizes secure identity for aviation, traditionally one of the most friction-heavy services.

Customer Experience 113

Customer Experience Social Media NPS Technology 113

MyCustomer Experience

JUNE 9, 2022

3Consumers today have a wealth of options; this puts immense pressure on organisations to ensure they deliver a consistently great customer. 9th Jun 2022. By James Frampton SVP and general manager EMEA.

CX 105

CX 105

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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.

VOC

The Squawk Point

JUNE 8, 2022

My Favourite Quote. Peter Drucker once said that “Culture eats strategy for breakfast” Those words chime so loudly for me that it is like sitting in the belfry next to Big Ben. Just because I agree with a statement doesn’t make it right. Beliefs are dangerous things, so I decided I had better check. Is there any evidence that culture drives business performance?

Education 105

Education 105

Intercom

JUNE 8, 2022

As more and more business moves online, and customer expectations have risen accordingly, the demands on support teams have soared – it often feels like teams now need superhuman speed just to keep up. Increased volume, higher expectations, and team burnout are just a few of the issues businesses are facing. Ultimately, customer support reps are in need of tools that help them do their jobs more efficiently, effectively, and enjoyably.

Start-ups 103

Start-ups Customer Expectations 103

Heart of the Customer

JUNE 9, 2022

To gain (or maintain) traction in the marketplace, it’s no longer enough to offer great products and services. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially? – when your customers are other businesses. […].

Customer Journey Map 88

Customer Journey Map B2B Customer Expectations 88

The DiJulius Group

JUNE 6, 2022

There is a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Focusing strictly on a digital. Read Full Article.

Technology 101

Technology Technology Customer Experience 101

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.

AI

Zendesk

JUNE 9, 2022

You’re heading to the beach in a week, and your friend sends you an Instagram photo of the perfect $50 sundress from a local boutique. You decide it’s best to try it on first, so you head to the store. But when you get there, it doesn’t have all the sizes advertised online. Apologizing, the sales associate gives you a promo code to use for free overnight shipping.

Omnichannel 98

Omnichannel Social Media CRM Sales 98

Hodusoft

JUNE 8, 2022

Top Call Center Metrics and KPIs to Every Business Should Track. Running a call center is stressful as there are hundreds, if not thousands, of calls that you have to manage every day while ensuring to deliver outstanding customer service. So how do you determine the success of your business? Well, to measure your call center’s effectiveness, you first need to keep track of a few relevant call center metrics or key performance indicators (KPIs). .

Net Promoter Score 98

Net Promoter Score Customer Satisfaction Customer Retention NPS 98

Logicalware

JUNE 6, 2022

The adoption of chatbots has been rising steadily for years now, helping businesses not only increase conversions and sales, but also improve customer experience and satisfaction. In this article, you’ll learn a bit more about the role of chatbots in customer service and how to successfully launch a chatbot on your website. Chatbots: how it started vs how it’s going.

Start-ups 97

Start-ups AI Sales Customer Service 97

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. At the recent Technology & Services Industry Association (TSIA) World Conference, Totango’s President & COO Jamie Bertasi and Aruba’s Head of Customer

Start-ups 90

Start-ups CRM Sales Technology 90

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.

AI

The DiJulius Group

JUNE 8, 2022

Here at The DiJulius Group, we’re often surprised by how many leaders don’t think they are responsible for creating the culture they want in their organization. The truth is, only leaders can institute change like this. As the leader, you set the pace for how everyone else will perform their duties and serve your customers. Read Full Article. The post Episode 089: Creating a Culture that Attracts and Keeps the Best Talent appeared first on The DiJulius Group.

92

92

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. But that’s not true: they’re connected. This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples.

Customer Service 81

Customer Service Net Promoter Score Contact Center Customer Retention 81

Zendesk

JUNE 6, 2022

According to the Zendesk Customer Experience Trends Report 2022 , 89 percent of consumers will spend more with companies that allow them to find answers to their questions online. And 70 percent expect businesses to give them the ability to do so. One of the best ways to empower customers to independently discover information about your product, service, or brand?

Engineering 75

Engineering Artificial Intelligence Social Media Start-ups 75

Totango

JUNE 10, 2022

If you have a child that loves to play with LEGOs, then you probably know that one of the greatest things about these little interconnecting blocks is that one set can be used to make dozens of different models. For instance, you may purchase a set that comes with instructions for building a pirate ship, but halfway through building the ship, your child changes his mind and decides he wants to build a fire truck instead – no problem!

Start-ups 83

Start-ups Customer Experience 83

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

Customer Experience

Doing CX Right

JUNE 4, 2022

Neal Schaffer, Sales and Marketing expert, reveals the best-kept secrets to identifying, approaching, and engaging valuable influencers who help you elevate your brand and get new clients. The post The Power Of Influencers To Get New Customers appeared first on Doing CX Right.

Sales 75

Sales CX Customer Service 75

Fonolo

JUNE 7, 2022

Setting goals with your contact center agents will support your most important profit driver: your customer base. Finance-focused CFO might see customer service as separate from the company’s financial goals. But that’s not true: they’re connected. This article will cover the importance of customer service goals and how it’s vital to include agents in the strategy and some examples.

Customer Service 67

Customer Service Net Promoter Score Contact Center Customer Retention 67

Beyond Philosophy

JUNE 4, 2022

The post Is the move to self service better for your organization or the customer? appeared first on CX Consulting.

CX 78

CX Customer Experience 78

MyCustomer Experience

JUNE 10, 2022

N“How loyal are your customers?” This question is difficult to answer, but there is a solution to every difficulty. For this question, the. 15th Jun 2022. By KaumudiTiwari Digital Marketing Lead.

NPS 75

NPS 75

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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.

AI

cxservice360

JUNE 8, 2022

There’s no questioning the fact that The Office is hilarious, but it’s also clear that the Dundie awards given by fictional boss Michael Scott on the sitcom are not exactly good examples of how to recognize employees. In fact, perhaps the best way to recognize your employees is by going in the exact opposite direction! Read more. The post The Best ways to Recognize and Motivate Your Employees appeared first on CXService360 - Customer Service Articles, Stories and more.

Customer Service 64

Customer Service 64

Shep Hyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why Chick-fil-a Is One of the Most Loved Brands by John Dijulius. (The DiJulius Group) Even as the demand for Chick-fil-A is at an all-time high, the private company will only grow at a pace they ensure they won’t jeopardize the brand experience.

Customer Service 61

Customer Service Customer Loyalty Hospitality Hospitality 61

Provide Support

JUNE 9, 2022

The post 5 Reasons your Customer Service isn’t Human Enough appeared first on Provide Support Blog.

Customer Service 85

Customer Service 85

BeyondPhilosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Attest is a company that does consumer research, and they’ve got several great reports that I’ve been reading. In particular, two stats from their US Food and Beverage Report from July 2021 emphasized to me how essential a topic this was.

Technology 59

Technology Technology Customer Service AI 59

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.

Technology