CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Healthcare Gaming Education 182

Callminer

AUGUST 1, 2018

Here are four ways speech analytics assists healthcare providers with regulatory compliance.

Healthcare 182

Healthcare Compliance Customer Experience 182

Intercom, Inc.

JULY 30, 2018

In sales, there’s one number we obsess over – our quota. As soon as one month ends and another starts, we can’t help but ask, how am I going to hit my number? Yet for all the time we spend thinking about it, many of us don’t have a game plan. As an Inbound Sales Development Rep, I face the challenge of not having any control over the leads that get passed to me.

Sales 157

Sales Gaming Start-ups 157

SixteenVentures

AUGUST 1, 2018

Churn… ya boring. Yawn. Time to move on. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. If churn is a problem for you, this post will change that (if you’ll let it) and then you can move onto bigger and better things.

Start-ups 130

Start-ups Engineering Sales Customer Experience 130

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

CX Accelerator

AUGUST 1, 2018

Working in customer service or customer experience can take a massive toll on your physical and mental well-being. When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 140

Contact Center Healthcare Gaming Education 140

Callminer

JULY 29, 2018

CallMiner published the CallMiner Index – a customer churn survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year.

182

182

Beyond Philosophy

AUGUST 1, 2018

I have had the same mobile (cell phone) company in the UK for around 25 years. However, I am about to leave them—and they don’t know it. With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant.

Sales 119

Sales Customer Experience 119

PeopleMetrics

JULY 31, 2018

The following is an excerpt from Listen Or Die by Sean McDade, PhD. The true “voice” of your customer is the unique words they share with you each time you ask them “Why” or “Please tell me more about that” in your survey. There is gold in each comment that customers share with you. The question is this: how do you best mine for that gold? Enter text analytics.

Text Analytics 79

Text Analytics VOC Unstructured Data CEM 79

Callminer

JULY 30, 2018

Today, CallMiner published the CallMiner Index – a survey report that reveals a switching epidemic that is costing British businesses at least £25 billion a year. And most of the reasons are completely avoidable. Almost nine out of 10 people (84%) switched 1.91 suppliers each last year, with electricity suppliers hit the hardest. While these numbers are alarming, the report shows that the rate of switching last year is almost three times the average over five years (0.68 suppliers per person).

Legal 174

Legal Customer Experience 174

Intercom, Inc.

JULY 31, 2018

It’s rare that one product manages to solve all of your needs or the needs of your customers – no matter how extensive or well designed it is. We all use a plethora of tools to collaborate, communicate and get our work done on a daily basis. Each product used is only one tool of many at our disposal. At Intercom, we believe that tools should be adaptable to your needs and not the other way around.

Start-ups 106

Start-ups 106

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

Retail

Beyond Philosophy

AUGUST 3, 2018

Colin Shaw and Prof. Ryan Hamilton discuss why customer experience programs fail. The episode explores the key issues and why too many CX programs fail to get results. Colin has led hundreds of successful programs and understands the key issues to avoid. Listen for actionable steps you can take today. The post Why Customer Experience Programs Fail appeared first on.

Customer Experience 79

Customer Experience CX 79

Fonolo

AUGUST 2, 2018

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Personally, when I hear that phrase, I experience a range of emotions. It seems to be healthy balance between shock (Why in the world would one use that phrase?

Customer Satisfaction 121

Customer Satisfaction Contact Center Customer Loyalty NPS 121

C3Centricity

JULY 30, 2018

“Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? Here are some tips and ideas for you to adopt – or adapt. People. This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers.

Manufacturing 75

Manufacturing Social Media Retail Start-ups 75

Provide Support

AUGUST 2, 2018

Genuine customer feedback creates opportunities for companies to earn more loyal customers, those who know that they can speak out about their problems and that they will be addressed. It also helps to: measure customer satisfaction. improve products and services. show that you value customers’ opinions. create the best customer experience. establish reliable source of information to other consumers. collect data that helps taking business decisions.

Customer Feedback 74

Customer Feedback Customer Satisfaction Customer Service Customer Experience 74

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.

Actionable Insights

UJET

AUGUST 1, 2018

The term “call center” doesn't necessarily have the best connotation. Customers will only use that word when referencing a support experience that was, let's say, less than enjoyable.

Contact Center 69

Contact Center Customer Service 69

ProProfs

AUGUST 1, 2018

Did you know 70% of startups fail to achieve their goals? The reason behind that could be: Lack of commitment, passion, and motivation. Lack of focus. Lack of good mentorship. Lack of domain-specific business knowledge such as finance, operations, and marketing. E mployees aren’t skilled enough to perform specific tasks. Majority of startups feel that one of the reasons for their failure could be hiring of the incompetent or underskilled resource due to time or monetary constraints.

Education 66

Education Finance Start-ups 66

Myra Golden Media

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. I immediately made screenshots of my chat and sent the images to my Cleveland client. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.

Customer Experience 63

Customer Experience 63

Customer Service Life

AUGUST 3, 2018

This article was originally published on the FCR blog on July 5, 2018. Click here to read the original and to see a video version. It’s been an interesting quarter in the contact center technology space. Before jumping into some of the cool tools I’ve seen recently, let’s first run through four updates from technologies I’ve mentioned in the past. Zendesk just announced their new omnichannel platform.

Contact Center 60

Contact Center Omnichannel Machine Learning Technology 60

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

Heart of the Customer

JULY 31, 2018

This is a guest post written by one of our very own Lead Consultants, Jean Fasching. A friend of mine who’s new to NPS research recently shared that she was frustrated with the response rate (less than 1% of those asked) from a B2B, NPS (Net Promotor Score) question recently added to her company’s website. […]. The post NPS Pop-Ups—Low-Cost, Yet Low-Quality appeared first on Heart of the Customer.

NPS 60

NPS B2B Net Promoter Score Customer Experience 60

TeamSupport

AUGUST 3, 2018

Competing in the business world can create excitement. Winning a hard-fought deal over a top rival can be a huge morale boost and lead to new opportunities for your company that weren’t possible before. But, what happens when a competitor comes for one of your key accounts? In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group.

B2B 56

B2B Sentiment Analysis B2C Customer Retention 56

ProProfs

AUGUST 2, 2018

Micro-learning, as its name suggests, is the consumption of the educational materials in short and focused bursts using innovative eLearning software and systems. In today’s tech-based corporate world, this type of learning can be the solution to the boring training programs your company had been arranging to train employees. Even in your life, there was a time where you might have experienced a lot of boring training sessions.

Education 56

Education Start-ups Innovation 56

ClearAction

JULY 28, 2018

What is Marketing Operations? Lynn Hunsaker. Marketing Operations is the science and art of optimizing efficiency and effectiveness of the Marketing organization. The purpose of marketing operations is to increase organizational efficiency, agility, and value. Growth of the marketing operations (MO) function was initially driven by the proliferation of marketing technology and increased pressure from the C-suite to prove the value of marketing and contribute to the bottom-line.

Scorecard 54

Scorecard Predictive Analytics Government Technology 54

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

The DiJulius Group

JULY 30, 2018

As brick and mortar retail locations are currently struggling to compete with the growing world of online shopping, it is more important now than ever for store front retailers to embrace their core differentiation: the physical shopping experience. What experience are you providing to your customers that will allow you to stand out and differentiate.

Retail 53

Retail Customer Experience 53

Fonolo

AUGUST 1, 2018

Google made a major announcement at their “Cloud Next” event with the launch of Contact Center AI. It was the second time this month that the contact center world was rocked by a Google announcement. The first time was with the announcement of Duplex, an automated natural language system that could call companies, on behalf of a customer, and handle simple tasks like making appointments.

Contact Center 52

Contact Center AI ML Sales 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice.

CX 48

CX Social Media NPS Customer Loyalty 48

DMG Consulting

AUGUST 3, 2018

DMG Consulting Releases 2018 Robotic Process Automation Product and Market Report. 8/1/2018. Market demand is high as opportunity and addressable market for RPA continues to grow. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2018 Robotic Process Automation Product and Market Report.

Contact Center 48

Contact Center Artificial Intelligence Text Analytics Innovation 48

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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

Kerry Bodine

JULY 31, 2018

This morning I delivered a webinar called The Business Case for Service Design , part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. (Even though the live event has ended you can still sign up for the conference and watch the recordings.). I started out by sharing a Venn diagram with my thoughts on the relationship between User Experience, Customer Experience, and Service Design.

Non-Profits 48

Non-Profits Customer Journey Map Social Media CX 48

Fonolo

JULY 31, 2018

The CX industry is an incredibly dynamic one. Its ever-changing nature means that, in order for businesses to thrive, adapting new technologies and meeting contemporary customer desires are absolute musts. Putting an end to long hold times via our call-back solutions is certainly a part of this dynamic process, and we see the tremendous impacts of it every day with our customers.

Retail 52

Retail Customer Experience Contact Center Education 52

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Keeping the aircraft clean, adjusting policies and processes, smoothing hand-offs — everything behind-the-scenes as well as customer-facing was seen in a customer-focu

Finance 48

Finance Sports NPS Customer Retention 48

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. Here are the top five picks from the month of July; The Impact of Failing to Close the Feedback Loop. Ian Luck critically explains the detrimental effects that companies suffer when employees at different levels: executive, managerial, and front-line fail, to close the feedback loop.

Customer Experience 43

Customer Experience Social Media Start-ups Non-Profits 43

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.

AI