Intercom, Inc.

FEBRUARY 9, 2022

Intercom is built on principles. I mean that in a very practical sense: PMs, Designers, and Engineers at Intercom use our R&D principles every single day to guide their decision-making. Having clear principles keeps everyone pointed in the same direction, and empowered to move quickly and with confidence. “Defining and distilling these principles has been one of the biggest contributors to our ability to consistently build great products at scale”.

Engineering 276

Engineering Start-ups 276

Adrian Swinscoe

FEBRUARY 10, 2022

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]. The post Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia. first appeared on Adrian Swinscoe.

CX 190

CX Customer Experience 190

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Net Promoter Score 166

Net Promoter Score Customer Experience Start-ups Customer Satisfaction 166

Bill Quiseng

FEBRUARY 7, 2022

Don’t serve to satisfy customers. Serve to WOW them. The customer does not “journey” sequentially over time, from start to finish. They journey emotionally with “ow” and “WOW moments” The more ow or WOW, the more emotional the moment, the more memorable the experience. The more ow, the more disgustingly memorable the experience, the more disloyal the customer.

Customer Loyalty 130

Customer Loyalty Retail Customer Expectations Customer Experience 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

Inside Customer Service

FEBRUARY 10, 2022

"It just takes a lot of effort to get things done." A friend recently shared these frustrations. She had worked in sales at her company for the past six years. It had a good product and she was successful, but something was gnawing at her. My friend explained that it was becoming increasingly difficult to hit her sales targets. The challenge wasn't a new competitor, shifting market conditions, or even the pandemic.

Customer Service 130

Customer Service Contact Center Retail Sales 130

Help Scout

FEBRUARY 11, 2022

Customer success boosts lifetime customer value, creates stickier customers, and even provides deeply helpful product insights. Here’s our guide on how to do it well.

126

126

Steven Van Belleghem

FEBRUARY 7, 2022

A world of possibilities. Above all, the hefty debate around the metaverse shows that we find ourselves in a very seminal phase, at a new frontier. Where few people really understand what it is or where it is going. And where a limited group of first movers is experimenting to understand it. I believe that this is the perfect moment for companies to start testing it in terms of marketing and CX: the potential is huge and the entry costs still rather low (depending on what you choose to do there,

E-commerce 117

E-commerce Gaming Non-Profits Entertainment 117

Kate Nasser

FEBRUARY 6, 2022

These seemingly small people skills errors create big trouble. Alternatives from Kate Nasser, The People Skills Coach™, Author Leading Morale. The post Seemingly Small People Skills Errors That Create Big Trouble | #PeopleSkills appeared first on KateNasser.com.

Customer Service 113

Customer Service 113

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. Then, we’ll walk you through three steps for creating a solid customer experience strategy.

B2B 112

B2B B2C Customer Experience Net Promoter Score 112

Conversation Agent

FEBRUARY 7, 2022

History the way it's taught is boring. Hard as hell to keep track of all those names and dated without context. My love was for the narrative that surrounded great works of literature. You could say I learned history through novels. There's so much you can learn when you put the two together. Narrative and culture relate in more than one way. How words relate to other words as our language evolves.

105

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

Customer Think

FEBRUARY 6, 2022

Two years after a pandemic sent more consumers online than ever, 76 percent are now banking on their mobile devices and 82 percent use digital payments – it’s not clear their financial institutions are taking full advantage. According to a survey by FICO, while 86 percent of consumers report being satisfied with their banks, 34 […].

Technology 104

Technology Technology Customer Experience 104

The DiJulius Group

FEBRUARY 8, 2022

You are the average of the 5 people you spend the most time with. You have probably heard that quote hundreds of times. I know I have repeated it hundreds of times. To my three boys, at new employee orientation, and any young person that asks me for advice. The point of this quote is. Read Full Article. The post One of my Favorite Quotes Led me to a Leadership Epiphany on Workplace Culture appeared first on The DiJulius Group.

103

103

Help Scout

FEBRUARY 11, 2022

Looking for the best email collaboration tool for your team? We’ve compared 9 different Gmelius alternatives to help you find the best option.

98

98

Zendesk

FEBRUARY 10, 2022

When it comes to optimizing the customer experience (CX) , your work is never really done. Consumer expectations are increasingly rising, and the world of technology is constantly evolving—making it difficult for business leaders to keep up. Customers who describe a company’s CX as “good” are 37% more likely to recommend it to others. While providing flawless customer experiences is a tall order, companies can set themselves apart by continually refining their CX.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

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

CommBox

FEBRUARY 9, 2022

Every business’ survival lies in successful sales at a large scale, but selling your products and services is no easy task. Using efficient tools is critical to engage with customers wherever they are and sell across channels 24/7. . This article will share interesting facts about sales and provide essential tips on getting more leads and boosting conversions to sales. .

Sales 98

Sales Omnichannel CRM Finance 98

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. As we gear up for 2022, enterprises across the board are revisiting the ups and downs of their business and the industry at large. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming.

Contact Center 98

Contact Center Technology Technology Social Media 98

Ameyo Callversations

FEBRUARY 9, 2022

Communicating with customers is not a trivial task in today’s time. Customer expectations are rising steadily, and they expect unforgettable interactions when interacting with a business. Yet, responding to customers according to their preferred channel at the desired time can be cumbersome. Conversational AI can become a powerful tool in this context.

AI 98

AI Artificial Intelligence Machine Learning E-commerce 98

Zendesk

FEBRUARY 7, 2022

Companies are increasingly prioritizing the collection of customer data. According to the Zendesk Customer Experience Trends Report , business leaders increased their investment in customer data management by a whopping 92 percent amid the COVID-19 crisis. But capturing customer data alone isn’t enough. The information you gather must be relevant. You also need to interpret that data to form insights and take action.

Predictive Analytics 98

Predictive Analytics Social Media Net Promoter Score NPS 98

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

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. Knowing how to use technology to optimize your contract renewal process can increase your retention rates and your revenue. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures.

Customer Retention 97

Customer Retention Start-ups Technology Technology 97

The DiJulius Group

FEBRUARY 9, 2022

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune. Read Full Article.

Net Promoter Score 90

Net Promoter Score NPS 90

Shep Hyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. Building a Reactive and Predictive Customer Experience. Shep Hyken interviews Steve Peltzman head of FeedbackNow , Forrester ’s AI-powered physical & digital solution.?They discuss how companies can sense, analyze, and react to issues that affect customer experience. Top Takeaways: Wherever customers go, something is different.

Healthcare 82

Healthcare Start-ups Customer Survey AI 82

Zendesk

FEBRUARY 8, 2022

Zendesk commissioned Forrester Consulting to construct a Total Economic Impact (TEI) framework through interviews with seven decision-makers at large enterprises using Zendesk, to identify the costs, benefits, flexibility, and risk factors associated with the software. Vimeo is a SaaS company at the forefront of the video industry, empowering video creators with the tools and technology they need to succeed with video.

Construction 98

Construction Technology Technology Customer Experience 98

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

ClientSuccess

FEBRUARY 7, 2022

Customer Success Managers (CSMs) use multiple metrics and numbers to understand customer sentiment and how customers feel about a product and their vendor team. In recent years, high-performance customer success teams have begun leveraging a holistic overall metric that combines the various elements of customer success and customer sentiment into a single, easy-to-understand number: the Customer Health Score.

81

81

Heart of the Customer

FEBRUARY 10, 2022

Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks they’re a customer experience person, too; and CX can be lonely. Then I heard from my good friend Lori Laflin, VP of Digital Experience at Compeer. She questioned my out-of-character negativity, saying: Jim, I […].

CX 78

CX Customer Experience 78

Beyond Philosophy

FEBRUARY 5, 2022

Big Data creates big problems. One of the biggest problems is what to do with it now that you have it. Don’t feel too bad if this is true for your company. Most organizations have no idea to use the customer insights they have collected. Moreover, it’s surprising how many organizations can’t tell you how improving metrics identified by the employed measures translates to providing value to the organization.

Customer Experience 15

Customer Experience Management Consulting Customer Satisfaction Customer Feedback 15

MyCustomer Experience

FEBRUARY 7, 2022

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 8th Feb 2022. By Rhys Fisher Editorial Assistant.

CX 75

CX Customer Experience 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

Shep Hyken

FEBRUARY 9, 2022

First, I hope the word “data” doesn’t scare you off. We’re not going to discuss the typical customer data that might bore most people, although I’ll admit that I get excited and geek out about the data, stats, and facts that show trends in business. Today we’re going to talk about relationship data. . First, understand that relationship data is information you have about a customer that you can’t get by looking at a spreadsheet that includes information about all your customers.

Customer Service 74

Customer Service Customer Experience 74

SugarCRM

FEBRUARY 8, 2022

Here are some statistics about email open rates: Including an emoji in the subject line improves open rates by 56%. Words such as “free” and “percent off” tend to decrease open rates when they appear in the subject line. If the recipient’s name shows up in the subject line, open rates increase an average of 18.30%. (Source: Backlinko ). You might wonder how these bits of knowledge are arrived at, and the answer is A/B testing.

Hospitality 59

Hospitality Hospitality Social Media CRM 59

VOZIQ

FEBRUARY 11, 2022

Loss of paying customers is a significant drag on the bottom-line and profitability of any recurring revenue, subscription businesses where a predictable customer base and revenue flow is key to business growth. But how much is the financial impact of customer cancellations? What are the repercussions of churn on the economic health of a company? Let’s look into it.

Customer Acquisition 56

Customer Acquisition AI Gaming Business Growth 56

Zonka Feedback

FEBRUARY 11, 2022

Collecting Customer Feedback is an essential part of any business to know how your customers feel about the experience you provide them. Various types of surveys are used to gauge Customer Experience. And when you want to measure Customer Satisfaction and experience in quantitative terms, Opinion Scale Surveys are one of the best options.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Experience 52

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