Callminer

APRIL 2, 2019

We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

Age of the Customer 254

Age of the Customer AI Voice of the Customer 254

Intercom, Inc.

APRIL 4, 2019

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. They relied on a great product, with a passionate userbase that helped kickstart an organic growth engine which sold the product for them. But even for companies with this early viral growth, there comes a point in time when this organic growth needs to be supplemented with formal sales.

Sales 162

Sales E-commerce Engineering Start-ups 162

Customer Service Life

APRIL 1, 2019

This post was originally posted as a featured contributor on ICMI. Eat only healthy snacks at work, lose weight and burn calories through your daily exercise. Save your company gobs of money by not getting sick. If this is all your workplace wellness program includes, it stinks. And, your employees are likely sick of it. Creating a wellness program at your office is all the rage.

Contact Center 146

Contact Center Construction Finance Healthcare 146

Beyond Philosophy

APRIL 4, 2019

Brands are everywhere. Everybody feels like they understand what brands are. However, when we ask the fundamental questions of “What is a brand?” and “What does that mean?”, there’s a surprising amount of variation in opinion. Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast.

Customer Loyalty 130

Customer Loyalty CX Customer Experience Customer Experience Management 130

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

Callminer

APRIL 3, 2019

AI 196

AI 196

Intercom, Inc.

APRIL 1, 2019

151

151

Beyond Philosophy

APRIL 5, 2019

Being the Guardian of Your Service Culture. Keeping up your culture of customer service is not easy. Leadership in many organizations find maintaining the customer service culture they have established is a substantial issue. In this episode of The Intuitive Customer podcast, we spoke with three-time best-selling author, coach, and conference speaker Marilyn Suttle.

Customer Loyalty 112

Customer Loyalty Start-ups Customer Satisfaction Customer Service 112

Callminer

MARCH 31, 2019

Call center regulations are complex and stringent. Here's what a panel of 22 experts had to say about what they’d change about call center regulations.

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182

Intercom, Inc.

APRIL 2, 2019

For many Sales Development Representatives, the natural next step in your career is to move into an Account Executive role. But bridging the gap from SDR to AE and proving you’re ready to take the next step isn’t always straightforward. The skills and mindset required to be an AE are quite different from that required of an SDR. While SDRs play an important role in acquiring and qualifying new sales opportunities , AEs are tasked with taking that initial interest from a prospect and turnin

Sales 131

Sales 131

Totango

APRIL 2, 2019

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship?

Customer Journey Map 108

Customer Journey Map Education Customer Retention Start-ups 108

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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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Lumoa

APRIL 3, 2019

Find out what it takes to create effective customer surveys and start sending customer surveys right away!

Customer Survey 103

Customer Survey 103

ProProfs

APRIL 5, 2019

To win in the marketplace, you must first win in the workplace. – Doug Conant, American businessman. In a bid to stay one step ahead of their competition, organizations everywhere are turning to their most valuable resource – employees. Businesses today invest a hefty amount of money, time, and efforts in providing opportunities for growth and development to their workforce.

Start-ups 98

Start-ups Education Gaming Sales 98

Intercom, Inc.

APRIL 3, 2019

In the past few years, companies have increasingly realized the value of personalization in acquiring and retaining customers. Adding a personal touch shows your visitors and customers that you care, making visitors more likely to become customers and customers more likely to become advocates for your brand. At Intercom, personalization is at the heart of our product – we help companies engage with their customers in a more personal way.

Invoicing 112

Invoicing Start-ups Sales Customer Experience 112

Myra Golden Media

APRIL 2, 2019

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down.

Construction 95

Construction Customer Experience 95

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

Taylor Reach Group

APRIL 5, 2019

AHT: the Most Misunderstood Metric in Call or Contact Centers. By John Cockerill. Average handle time is a wonderful tool. Everybody uses it and they believe they use it correctly. It’s a good measure particularly when you’re looking in a specific channel as to what is the midpoint of all of the call (contact) lengths that you’re taking in the center.

Contact Center 93

Contact Center Customer Experience Management Customer Satisfaction CX 93

Customer Bliss

APRIL 5, 2019

How does a legacy organization integrate digital media in a way that facilitates a meaningful customer experience? Todd Unger , Chief Experience Officer and Senior Vice President of Physician Engagement at the American Medical Association (AMA), shares insights, and lessons he’s learned along the way, while leveraging his background in product development, and marketing and advertising, to transform a 170-year-old company’s communication methods into the world of digital.

Gambling 85

Gambling Gaming CX Start-ups 85

C3Centricity

APRIL 3, 2019

How hard is it to write a marketing plan? After all, every marketer writes one every year, so how difficult can it be, right? Well, writing a marketing plan isn’t hard at all, but writing a winning plan is very difficult. And time consuming. And getting it approved by your executive board is perhaps the most challenging part of all. Management are renowned in most organisations for “innocently” posing questions when passing marketers in the corridor or while socialising at a company event.

Sports 83

Sports Sales Retail Innovation 83

Myra Golden Media

APRIL 1, 2019

Let’s say have a customer who right out of the gate demands to talk to a supervisor. You can take the three easy steps I teach in my workshops to keep some customers from escalating. 1. Recognize/Acknowledge. When a customer immediately asks to speak to a supervisor, not wanting to give you a chance to assist, you can Recognize emotions like this.

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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

Taylor Reach Group

APRIL 2, 2019

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin Taylor.

Contact Center 92

Contact Center Compliance Start-ups Education 92

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. We’re using the launch as a cheesy excuse to walk through the Five Journey Mapping Questions. Two weeks ago, […]. The post Who’s the Right Customer to Map?

Customer Journey Map 83

Customer Journey Map B2B Voice of the Customer CX 83

Totango

APRIL 4, 2019

In March, the Totango team delivered multiple features that empower you to drive customer success methodologies organization-wide, reduce administrative work, and customize Spark around your business goals. Check them out below: New Scorecard KPI Capabilities. We made two big improvements to Scorecard KPIs in March: You can now configure Scorecard KPIs to aggregate and display your data as percentages.

Scorecard 15

Scorecard Customer Experience 15

Chip Bell

APRIL 2, 2019

I have a new handyman. And, Mike is terrific. It all started with a really simple chore—power washing a sidewalk and applying a concrete sealer. I had power washed it before but the sycamore trees nearby had stained the concrete so much it needed a pro with an industrial strength power washer. Mike came highly recommended. Mike showed up on time, had a very cheerful attitude, gave me a reasonable price, and offered to do the decks nearby at no extra charge.

Start-ups 79

Start-ups Innovation Customer Service CX 79

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

Fonolo

APRIL 2, 2019

One of our goals with the Fonolo blog is to expose our readers to a broad range of voices on a broad range of topics. We share a lot of diverse content, including lists of industry reports , links to discussion groups , and our own white papers. I know it can be hard work to keep up with all that reading. Sometimes, for whatever reason , you’re in the mood for some lean-back content.

Contact Center 78

Contact Center Customer Service AI Engineering 78

The DiJulius Group

APRIL 3, 2019

The 3 Best Ways To Interview Potential Employees The biggest problem with the typical interview process is that most intelligent candidates can game it. Everyone knows they are going to get asked, “Tell me two negatives about yourself.” A well-prepared candidate will respond, “I am a perfectionist and workaholic.” The companies that hire the best. Read Full Article.

Gaming 78

Gaming Customer Experience 78

Totango

APRIL 5, 2019

Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

Scorecard 75

Scorecard Actionable Insights Education Customer Satisfaction 75

ProProfs

APRIL 2, 2019

Rapid advances in technology have transformed the education industry over the past few years. Given the pace at which cloud computing has pervaded multiple industries, it was unlikely that the education sector would remain untouched for long. In fact, the education sector is one of the most disruptive use-cases of technology today and has witnessed several large-scale transformations in the way learning is delivered.

Education 69

Education Social Media Technology Technology 69

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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.

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CSAT.AI

APRIL 3, 2019

Via phone, chat, or in-person, employees have the power to create the kind of energy that nurtures customer loyalty. Empower them with information and invest in them as people because employee engagement and happiness has a direct impact on CX. Empower Employees with Information. My friend recently visited the UK where she made a point to check out a very famous tea purveyor’s newest store.

CX 64

CX Sentiment Analysis Customer Satisfaction Customer Loyalty 64

UJET

APRIL 4, 2019

Pre-internet customer support consisted of in-person help at a retail store to return an item, get product help or speak to a salesperson about a potential purchase. Call centers, originally known as private automated business exchanges , were created in the 1960s. Interactive voice response (IVR) was invented In the early 1980s and continues to be used today.

Retail 63

Retail Customer Experience 63

CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? A lot of people talk about being customer-centric, but it’s one thing to say that and another to be it!

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60

Fonolo

APRIL 1, 2019

Here at Fonolo, we understand the many issues call centers face in regards to staffing, spikes, hold times, call abandonment, and more. That is why we’ve tasked ourselves to research the best solutions to deal with these problems head-on. While nothing can beat call-backs in improving your call center experience for both customers and agents, we are happy to announce the findings from our years of research.

Social Media 57

Social Media Artificial Intelligence Sales Customer Service 57

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