Intercom
MARCH 9, 2023
Imagine a customer service team with high turnover and low tenure across the board. Your customers will only ever speak to people who haven’t had the necessary time or mentorship to become experts. They’ll receive continuous poor service, become frustrated, and – despite your great product – churn. Then consider employee morale in an environment void of solid team foundations or successful role models.
Adrian Swinscoe
MARCH 6, 2023
Over the last few years, despite the investment in self-service tools and technology to help drive proactive, predictive and pre-emptive service, live, and asynchronous, customer support […] The post Dialpad is betting that TrueCaaS is the future of customer service. They might be right. first appeared on Adrian Swinscoe.
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Callminer
MARCH 6, 2023
This blog reviews what natural language processing is and explores expert tips and best practices for choosing the best NLP software for your business.
Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
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 Think
MARCH 9, 2023
With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain insights into customer behavior, preferences, and needs. And ultimately deliver a consistent customer experience.
Adrian Swinscoe
MARCH 10, 2023
Today’s interview is with Des Traynor, Chief Strategy Officer and Co-founder at Intercom. Des joins me today to talk about some research they recently conducted around […] The post Tool time, task time and how ChatGPT will change everything in customer support – Interview with Des Traynor of Intercom 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.
Zendesk
MARCH 6, 2023
Many of the events over the past year were historic, especially for Black Americans. From Ketanji Brown Jackson becoming the first Black woman to serve as a justice of the U.S. Supreme Court, to the killers of Ahmaud Arbery and George Floyd being convicted, to Maya Angelou becoming the first Black woman on the U.S. quarter, there have been several recent triumphs for the Black community.
Customer Think
MARCH 9, 2023
In 2021, The B2B Institute, a think tank supported by LinkedIn, published a report featuring several papers authored by researchers with the Ehrenberg-Bass Institute for Marketing Science. One of the papers was written by Professor John Dawes, the A.
Doing CX Right
MARCH 5, 2023
Brian Solis, Author, and VP of Global Innovation at Salesforce joins Stacy Sherman's DoingCXRight podcast about creating superior customer experiences by balancing AI, emerging tech & human interactions. The post AI and the Human Element: How to Strike a Balance in the Workplace appeared first on Doing CX Right.
Beyond Philosophy
MARCH 4, 2023
One of our listeners, Clive Hearst has a bit of pickle he needs our help with today. He wants to know whether he should invest the time and money in getting his MBA. He wants to know what the true value is of an MBA, and whether it is a must-have for his career. The answer depends on a few things. It might surprise you to know I don’t have an MBA.
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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.
The DiJulius Group
MARCH 7, 2023
The Great Resignation, also called “The Big Quit”, refers to the higher-than-usual number of employees who voluntarily quit their companies during the COVID-19 pandemic (2020 – 2022). However, data shows that the mass exodus known as the Great Resignation actually started over a decade ago. Research reveals that the rise in quit rates started in. Read Full Article The post The Great Resignation Actually Started Over a Decade Ago appeared first on The DiJulius Group.
Customer Think
MARCH 9, 2023
An effective way to optimize search results is through online merchandising for search, or searchandising, which directly impacts the user’s experience and the retailer’s results. Like creating category pages, retailers can merchandise search result pages to drive more sales to the items that benefit the store most.
TeamSupport
MARCH 9, 2023
In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.
Zendesk
MARCH 8, 2023
Businesses should know a lot about their customers. After all, most companies possess significant data about the people who buy their products and services. But here’s the problem: much of that data remains untapped. Not being able to harness the power of that data means companies face real danger. The ability to access, analyze, and surface data to the right people at the right time is at the heart of what consumers increasingly demand: personalized, immersive experiences in which they feel tru
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.
Experience Investigators
MARCH 7, 2023
Better Customer Journeys Require Improving Your Customer Intelligence With Operational & Experiential Data In an ideal world, customer experience would be built, improved, reviewed, and evolved based on real-time intelligence. This intelligence would include customer feedback, operational measurements, and an overall understanding of the world and marketplace.
Customer Think
MARCH 6, 2023
Even in a post-pandemic era, small- and medium-sized businesses (SMBs) continue to face new and evolving challenges. Unsteady markets, rising inflation and a looming recession have businesses and consumers alike taking a more frugal approach, making profitability an uphill climb for SMBs in 2023.
Execs In The Know
MARCH 9, 2023
We’re back from an exciting, action-packed three days at Customer Response Summit (CRS) in Austin, TX, where we were Creating Moments That Matter with the Execs In The Know community. Our Leaders Learning from Leaders mantra came to life as we tackled topics that provided ideas for navigating CX transformation success, thinking and planning differently in today’s business environment, adoption of innovation across the organization, and so much more.
Fonolo
MARCH 9, 2023
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros identify pain points and reduce customer complaints in the contact center. The first study was done in 2003 — can you guess which direction the overall trend has headed since then? If you guessed there are more complaints than ever, you’re right. 66% of respondents had a serious problem with a product or service over the previous year.
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.
CSAT.AI
MARCH 8, 2023
No one is perfect, and that includes your customers. Even with the best intentions, they might not always phrase their questions in the clearest (or nicest) way possible. This can lead to frustration on their part and lost sales for you. Fortunately, there are ways to help them out. In this blog post, we will discuss how you can ensure your customers get the right answer.
Customer Think
MARCH 6, 2023
For a business to succeed, it needs happy, loyal customers. If someone visits a website for the first time and has a horrible experience, they are not likely to return.
Lumoa
MARCH 9, 2023
Customer feedback is a direct line to how your consumer base feels about your business and its products. It’s invaluable information that enables you to address problems, make changes where necessary, and give your customers more of what they love. How customers react to your products and services is vital data, but it’s only accessible if you put together a sound customer feedback strategy to obtain it.
Fonolo
MARCH 7, 2023
Today’s customers are a demanding bunch. If they have a problem or a question, they expect immediate information and quick resolution — but keeping up with this demand can be an impossible task for your contact center’s live agents alone. That’s where self-service comes in. Even if you provide 24/7 live support, there are many situations where a customer can’t get in contact or doesn’t have the time to wait for an agent to become available.
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
Experience Investigators
MARCH 7, 2023
The post [Experience Action Podcast] CX and EX At Once [wp-svg-icons icon="new-tab" wrap="i"] appeared first on Experience Investigators.
CX Network
MARCH 7, 2023
As generative AI takes chatbots into a new era, CX Network reflects on four deployments that elevated the standard of CX
Lumoa
MARCH 8, 2023
In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue.
ClientSuccess
MARCH 8, 2023
Research Vectors by Vecteezy Personalize your email One of the most important things you can do is ensure your email is personalized. Not just their name – show an understanding and compassion for their specific issue or request. This will make the customer feel valued and show that you take their concerns seriously. Use Templates As an Aid, Not a Crutch Using templates or predefined prompts to write emails is a great time-saving tool.
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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.
Return Customer
MARCH 8, 2023
All too many companies spend much of their energy and budgets on customer acquisition without investing sufficiently in customer retention. Of course, where subscription services are concerned, there’s a greater realization that keeping the customers one has is much cheaper, and theoretically, much easier, than trying to get new customers. But whatever your line of business, the basic principle applies.
Comm100
MARCH 7, 2023
Recruitment is arguably the number one challenge for higher education right now. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020. So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all.
Lumoa
MARCH 6, 2023
Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. It allows companies to pinpoint their strengths and weaknesses and work on these issues quickly and flexibly. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversa
Customer Think
MARCH 9, 2023
The past 9 months have seen quite a rollercoaster in the tech industry. We have seen staggering profits, we continue to see stock buybacks, we have seen consolidation, mergers and acquisitions – and we have seen mass layoffs. Few of them were well.
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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