ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Tabitha Dunn guest speaker for ECXO announced. You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Taking Your CX Programme to the next level of Maturity Register in advance for this webinar.
Intercom, Inc.
APRIL 28, 2021
Startups are designed to grow quickly, but high growth rates can generate huge costs as new infrastructure is introduced and scaled to meet demand. How can we maximize returns without introducing developer friction and slowing company growth rate ? Cloud costs can be awkward and are constantly evolving, as proven by the growing world of cloud financial management (FinOps).
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Callminer
APRIL 27, 2021
The CallMiner Research Lab weighs in on the proposal recently released by the European Union on how to regulate artificial intelligence.
Inside Customer Service
APRIL 29, 2021
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Dining out quickly loses its luster when you travel for work. Several years ago, I had a long-term consulting project in Portland, Oregon. I'd fly in on a Monday, work crazy hours, and then fly home at the end of the week.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ECXO
APRIL 28, 2021
SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. Customer Success – Sowing the Seeds for Mutual Growth. While the role of customer success is not new, it has rapidly become mainstream as companies now recognize its contribution to business growth. According to Jason Lemkin, “Customer success is where 90% of the revenue is”.
Customer Think
APRIL 25, 2021
To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
APRIL 29, 2021
Call centers have traditionally been seen as unprofitable, and a necessary cost for businesses. However, recent data has shown that creating exceptional customer experiences and providing quality service with a human touch has a direct effect on consumer loyalty and how much they spend. With that said, call centers are expensive to run, so it’s important to consider the financial costs involved.
Myra Golden Media
APRIL 28, 2021
This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future.
Customer Think
APRIL 29, 2021
When a company tells a customer they’ll deliver product X by a certain date and fail to do so, it can cause their reputation, or brand, to suffer. Businesses rely on logistical management, or logistics, to avoid these problems and meet their customer’s expectations. Logistics is an essential part of any business strategy. It’s about […].
Help Scout
APRIL 27, 2021
Your relationships with your customers have more in common with relationships in your personal life than you might think. Like the happiness that you derive from being around your friends and loved ones, customer happiness is a product of a lot of time, effort, and learning. It’s not just about a single action but the accumulation of activities over time.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Fonolo
APRIL 27, 2021
Call center managers and agents know that a high volume of inbound customer calls can make or break a business day. During pandemics and other moments of crisis, call center agents are inundated with overwhelming spikes in call volume. That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank.
Intercom, Inc.
APRIL 29, 2021
Ideally, this wouldn’t be a conflict. Just ask any content marketer – they would rather have the resources and the time to focus on both, because to build a strong marketing brand, you need an approach that covers both the awareness and the acquisition. Striking that balance is of the utmost importance to Joei Chan , Director of Content at the e-learning platform 360Learning.
Customer Think
APRIL 25, 2021
The omnichannel customer service approach has long surpassed the multi-channel one as something all businesses should strive for. In a world where modern technology has given consumers more choice than ever before, adopting a customer-focused management strategy is essential. So what’s it all about? The old multi-channel approach offers a range of services for customers, […].
Help Scout
APRIL 27, 2021
For customer service teams, the support queue shapes their work lives, shifting from a trickle of questions to a raging torrent of customer confusion throughout the various seasons of a business. Understanding and managing the power of the queue is critical to a sustainable customer service organization. The art of the support queue. You might well ask, “Why do we need a whole article about dealing with a list of questions?
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.
Totango
APRIL 29, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system that improves your team’s efficiency and takes your customer success to the next level. . In October 2019, Slack reported that more than 6 million people were using its online collaboration software.
The DiJulius Group
APRIL 27, 2021
Do you feel your company has an obsessive customer service culture? Is the customer experience your company delivers the same regardless of who on your team a client interacts with? There is one simple way to find out: call your company and ask whoever answers the phone if they can tell you what the weather. Read Full Article. The post One easy way to find out if you have a strong customer service culture appeared first on The DiJulius Group.
Customer Think
APRIL 29, 2021
If you’ve ever tried to build any kind of custom software or been involved in a software development project, you’ve likely run into problems where projects get off-track. They don’t stick to the three principal constraints of time, cost, or quality. The top 6 Dialpad alternatives for small businesses have all experienced such hiccups during […].
Aquire
APRIL 26, 2021
If you’re curious about the state of chatbots, read further: we have shortlisted 30 chatbot statistics to give you an idea of what a chatbot can do for your business, and, more importantly, your customers in the years to come. You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. .
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
Heart of the Customer
APRIL 30, 2021
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer.
Experience Investigators
APRIL 27, 2021
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. Yes, according to data from SurveyMonkey, 89% of C-level executives say they are “extremely invested” in CX, but we know that 89% of budgets don’t reflect that commitment.
Customer Think
APRIL 29, 2021
Artificial Intelligence and automation are being increasingly adopted in contact centers to deliver self-service options for consumers and to assist human agents. Intelligent Virtual Agents (IVAs) with advanced conversational AI capabilities are now helping customers resolve routine requests during self-service interactions while providing a smooth escalation path to the live agent, who is fully prepared […].
Help Scout
APRIL 27, 2021
If someone told you they were starting a clothing line where everything was one size fits all, you’d probably pass on investing. With so many different body types and fit preferences, the reality is that one size fits all simply doesn’t work. Though it’s hard to imagine with clothing, the truth is lots of software operates on a one-size-fits-all model.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Doing CX Right
APRIL 25, 2021
In order to create great experiences for employees, colleagues, customers & yourself, it requires being intentionally organized. The post 10 Easy Ways To Get More Organized To Enhance Experiences appeared first on Doing CX Right.
Steven Van Belleghem
APRIL 27, 2021
1. Think about partner Experience. There has been a lot of talk about employee experience being the backbone of customer experience lately. And I truly believe that happy employees beget happy customers. Grab is taking this approach one step further, by creating a fantastic and empowering partner experience with its drivers. This stands in sharp contrast with how other platform companies in the US treat their drivers or other local entrepreneurs.
Customer Think
APRIL 25, 2021
Photo by Pixabay, CC0 1.0 Whether you’re just starting as a new construction company or have years of industry experience under your belt, your customers should always be your main priority. You need to attract new customers and new projects if you want your construction business to continue growing and surviving, but this can sometimes […].
Gainsight
APRIL 30, 2021
By Nick Mehta – CEO, Gainsight. One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one is an expert, and everyone must adopt the philosophy of the Beginner’s Mind as we innovate and discover more about our field. Customer Success peers help each other out more than any other profession I’ve seen in tech.
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
Zendesk
APRIL 28, 2021
To offer superior support, customer service teams need their systems, tools, processes—and most of all—people to work in harmony. But in lieu of personalized service, self-service support is your stand-in, and it needs to be just as good as your agents. This harmonious approach is important because 69 percent of customers want to resolve as many issues as possible on their own using self customer service options, according to the Zendesk Customer Experience Trends Report.
Steven Van Belleghem
APRIL 25, 2021
The average activation number on TikTok is 43.4 times a day! Assuming the fact that we are active during 16 hours a day (excluding sleeping time), we can see that the average user activated the app around 3 times per hour. 40% of users activate the app between 21 and 50 times, and 30% of them activate the app more than 51 times. Even if the Starbuck’s app is not an online payment platform, it continues to dwarf the likes of Google Pay and Samsung Pay users in terms of online payments made in the
Customer Think
APRIL 29, 2021
Customer data gives you a clearer picture of your audience. Just knowing the basic demographics of your customers helps you identify the right channels to target and refine your messaging. While information like age and income levels are useful, they don’t exactly tell you how customers feel about your products or services. Nor do they […].
Doing CX Right
APRIL 25, 2021
In order to create great experiences for employees, colleagues, customers & yourself, it requires being intentionally organized. The post 10 Easy Ways To Get More Organized To Enhance Experiences appeared first on Doing CX Right.
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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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