Adrian Swinscoe
NOVEMBER 26, 2021
This is a guest post from Natasha Bougourd, a copywriter for Impact International. COVID has revolutionised the way we work, and many businesses are now living […]. The post How can managers support and progress their hybrid workforces? first appeared on Adrian Swinscoe.
Intercom, Inc.
NOVEMBER 24, 2021
Your decision-making process is slowing you down. . Speed is every startup’s biggest competitive advantage. We know that moving at speed is all about making decisions quickly and acting on them – but quick decisions get a bad rap. . They’re considered heedless, overly luck-dependent, and almost treasonous by those of us in the data and research domains.
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CX Accelerator
NOVEMBER 26, 2021
As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships! I am really grateful to have the opportunity to see my friends thrive in their careers.
Uniphore
NOVEMBER 23, 2021
The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Adrian Swinscoe
NOVEMBER 24, 2021
Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe.
eglobalis
NOVEMBER 22, 2021
Best New Customer Experience and Design Books – 2021 List best employee experience and design books. The post Best New Customer Experience and Design Books – 2021 List appeared first on Eglobalis.
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
NOVEMBER 23, 2021
When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise. But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members.
Adrian Swinscoe
NOVEMBER 24, 2021
Today’s interview is with Scott Addington, VP of EMEA Marketing for SugarCRM. Scott joins me today to talk about letting the platform do the work, the […]. The post Only 2% of marketers say they experience perfect alignment with sales – Interview with Scott Addington of SugarCRM first appeared on Adrian Swinscoe.
Intercom, Inc.
NOVEMBER 23, 2021
I’m excited to welcome three new senior leaders and a new Board Member to Intercom, to help deliver even more breakthrough value to our customers at an exciting moment for the company. We welcome former Smartsheet CMO Anna Griffin and former Lumileds Chief Legal Officer Cheree McAlpine to the executive team as Chief Marketing Officer and General Counsel respectively.
Customer Think
NOVEMBER 26, 2021
In B2B, a buyer is nearly always a group of people working together rather than an individual acting alone. Forrester’s 2021 B2B Buying Study revealed that over 60 percent of purchases have more than four people involved–versus just 47 percent in 2017–and they can include different buyer roles and departments. These findings led to Forrester […].
Speaker: Jason Cottrell and Brian Walker
Brands used to look for a commerce platform that could do everything. But over time, one vendor was no longer enough to meet a brand’s needs, so they added, and added, and added— and now it's essential that these vendors work well together. That’s composable, and it’s important to get it right. Customers and your board expect you to be in new channels and to adapt quickly to market change.
Steven Van Belleghem
NOVEMBER 26, 2021
What on earth is an NFT? But first, for those who don’t know what an NFT or non-fungible token is, it’s a record on a cryptocurrency’s blockchain that represents a piece of digital media. Non-fungible means that it is a unique digital piece and that it cannot be replaced with something else. To borrow an analogy from Verge: “a bitcoin is fungible — trade one for another bitcoin, and you’ll have exactly the same thing.
Shep Hyken
NOVEMBER 23, 2021
What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.
Hodusoft
NOVEMBER 24, 2021
What are the top 16 call center features you need to know in 2022? With pandemic, call centers had to suddenly equip themselves to handle a plethora of queries as the nature of interactions changed. Along came the new struggles for call centers such as adjusting to remote work setups, technology adaptation challenges, and trying to stay afloat and keep the numbers up amidst financial upheaval.
Customer Think
NOVEMBER 26, 2021
A broadly accepted notion is that a customer service interaction is an isolated, one-time experience for the individual. The most common methods used to measure that experience have been to send surveys asking customers to rate how likely they are to recommend the brand after a particular experience, or to rate their singular experience from […].
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Steven Van Belleghem
NOVEMBER 22, 2021
Step 1: Create an engaging vision. At the heart of any successful strategy lies a powerful yet tangible vision, and that’s no different with anything CX-related. As stated above, “putting the customer at the center” is not specific enough to be able to enthuse and engage your employees. You need to specify which problem you want to solve for the customer, what you will be able to do to improve their life and which mindset should be connected to that.
Help Scout
NOVEMBER 22, 2021
B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel.
Aquire
NOVEMBER 25, 2021
Creating a customer journey map can be a game-changer for your customer experience strategy. This is because online and offline buying has become increasingly complex. Think of the last time you purchased an item. Chances are you didn’t buy the first product you laid eyes on – you probably spent some time researching and interacting with companies, perhaps even on multiple devices.
Customer Think
NOVEMBER 24, 2021
Source: Freepik You can accomplish so much by sending email newsletters. You can keep readers updated about your products and the developments in your brand. Of course, there are also the marketing aspects. However, if you want to grow, you have to be willing to try new things instead of reaching into the same old […].
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Zonka Feedback
NOVEMBER 23, 2021
Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes. What healthcare providers must remember is that every positive experience can add to patient satisfaction, and thereby, the success of the hospital or facility.
Zendesk
NOVEMBER 23, 2021
Even though most of us hear ‘sales’ and jump to the image of an individual buyer in a store, it turns out that the majority of sales money doesn’t come from customers but from other businesses. In fact, B2B sales are projected to bring in approximately three times the revenue of B2C sales by 2023. When looking to the future, therefore, it’s important for companies to understand what B2B sales are, what the best B2B strategies are, and how the B2B sales process and cycle differ from B2C sales.
MyCustomer Experience
NOVEMBER 22, 2021
WThe European Customer Experience Organization (ECXO) in partnership with MyCustomer presents 'Getting Started with Journey Orchestration', 22nd Nov 2021. By Ricardo Saltz Gulko Managing Director.
Customer Think
NOVEMBER 20, 2021
During the past weeks I had a couple of observations and conversations that lead me to thinking that sometimes software vendors underestimate the power that their machine learning based systems could have to improve the lives and experiences of employe.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Logicalware
NOVEMBER 22, 2021
Hear the word ‘hybrid’ these days and you probably think of hybrid working. But ‘hybrid experiences’ are the next big thing in customer service, Puzzel CEO Frederic Laziou writes. There’s no doubt this year has been all about hybrid working. With vaccination rates increasing across Europe, many companies have now implemented new working models to allow staff to work from home and the office.
Zendesk
NOVEMBER 22, 2021
Customer support agents are your business’ eyes and ears. They know what your customers need, what they expect, and what they think about your product. Meanwhile, if your organization is in the tech or software industry, developers are its backbone. That means collaboration between these teams is inevitable. But few businesses have clean, clear workflows for this kind of teamwork.
Ameyo Callversations
NOVEMBER 23, 2021
TechnolTechnology is ever-evolving, and it brings out the best with it to enable businesses to interact with their existing customers as well as potential customers. With enthusiasm to achieve excellence and offer the best services, businesses continuously push themselves to resolve customer queries and support them without any hurdle that has started a battle between digitization and the human touch in customer service.
Customer Think
NOVEMBER 23, 2021
Photo by Unsplash, CC0 1.0 What’s the greatest hurdle you face when trying to sell your products and services? For B2B sellers, grasping the thought process behind a customer’s purchasing decisions can be particularly challenging, as that thought process isn’t strictly governed by logical elements. Contrary to some commonly held sales beliefs of the past, […].
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Logicalware
NOVEMBER 25, 2021
The holiday season is one of the busiest times of year for retailers. From September to January, shops are a frenzy of Halloween, Cyber Week, Black Friday, Christmas, Boxing Day and New Year sales. And behind the scenes, contact centres are inundated with customer requests for stock updates, product information, deliveries and returns. So how can you ensure your contact centre is ready for this seasonal demand?
Aquire
NOVEMBER 22, 2021
In the modern economy, amazing customer service means meeting people where they are. For most people, that place is social media. Specifically, Twitter offers brands access to instant, direct conversations with customers. This affords a powerful opportunity to answer questions, respond to criticism, and elevate your brand. But many companies just aren’t sure how to use Twitter for customer service.
Totango
NOVEMBER 23, 2021
Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.
Customer Think
NOVEMBER 23, 2021
Keeping a customer is so much cheaper than acquiring a new one- a discussion for eCommerce Customer trust precedes loyalty. You must engage your customers first, provide them top-notch service, and make sure always to offer additional value with your products. These may seem easy, but the difference between brands that survive and those that […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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