Intercom, Inc.

JANUARY 16, 2020

?. Andrey Khusid, founder and CEO of Miro , hasn’t done many interviews. In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. We chatted about the company’s evolution from RealtimeBoard, a tool beloved by the UX community, to Miro – a rapidly growing SaaS innovator that boasts Dell, Netflix, Ikea, and Spotify amongst their steadily growing roster of clients.

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Start-ups Sales Engineering Innovation 249

Callminer

JANUARY 12, 2020

We asked a panel of 20 call center pros about the most important call center metrics reps and agents should be aware of (but many aren’t) and what managers should be doing about it.

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CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

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CX Customer-Centric Organization Construction Contact Center 182

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry.

Customer Service 136

Customer Service Contact Center Social Media CX 136

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

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?

CX 130

CX Customer Experience 130

Beyond Philosophy

JANUARY 17, 2020

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. There are many reasons why it has come to this point. One of the most significant is a misconception about what Customer Experience is and how it affects the bottom line.

Customer Loyalty 120

Customer Loyalty Customer Experience 120

Taylor Reach Group

JANUARY 17, 2020

by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct. So, looking ahead to a simpler, resolute future, here are three areas for immediate focus that will position your workforce for success in 2020 and beyond.

Contact Center 111

Contact Center Start-ups Customer Satisfaction Technology 111

Heart of the Customer

JANUARY 14, 2020

Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. These days, there seems to be a lot of talk about customer experience. Indeed, ensuring that companies optimize interactions with their top clients, obtain the highest level of […]. The post Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty?

Customer Experience 97

Customer Experience 97

Customers That Stick

JANUARY 17, 2020

Welcome to our second one-minute series: Answering Your Customer Service Job Questions. If you’re working in customer service or are interested in customer service as a career, this series is for you. As a customer service expert, I wanted to try to answer some the questions that people ask about what working in customer service is like. Should I go into customer service at all?

Customer Service 15

Customer Service 15

ModSquad

JANUARY 16, 2020

Engagement is a two-way street. Are you operating that way? Your team is effective and efficient, notifying customers about the status of their order, taking calls and answering emails, and responding quickly to urgent matters. That’s to be expected, but it’s not enough. To grow your business rather than keeping it flat, you have to create a compelling, conversation-based engagement strategy with your audience.

Social Media 72

Social Media Non-Profits B2C Retail 72

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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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Taylor Reach Group

JANUARY 15, 2020

By Peg Ayers. Not everyone wants brave employees in their contact center. Subservient employees are less trouble to manage. The status quo works for them. They never argue with management decisions. They keep their suggestions to themselves. In short, an unmotivated manager wants employees who don’t rock the boat. But what is the customer experience in this scenario?

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Contact Center Start-ups Customer Satisfaction Customer Experience 109

Kerry Bodine

JANUARY 16, 2020

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

Education 71

Education Business Consulting Touchpoint Engineering 71

Customers That Stick

JANUARY 16, 2020

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. About The Relationship Economy. FROM THE PUBLISHER: Today we are living in the “digital disruption era.

Entertainment 78

Entertainment Technology Technology Customer Service 78

The DiJulius Group

JANUARY 15, 2020

5 Quick Tips To Help You Make Price Irrelevant 1. Featured Article The Rise of The Human Relationship Debt Crisis Is it a good thing that more and more businesses are offering non-human contact options? The technological revolution has definitely shown us that human-less interactions, like using self-service channels, can provide faster and more convenient.

Technology 65

Technology Technology Customer Experience 65

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

Totango

JANUARY 14, 2020

At Totango we strive to deliver cutting-edge approaches to the challenges facing the Customer Success industry. Today we are thrilled to announce our latest innovation, Totango Dynamic Assignment. This groundbreaking capability allows organizations to assign customer-focused work to team members based on their skill sets and availability, rather than a designated customer book of business. .

Innovation 64

Innovation 64

Kerry Bodine

JANUARY 16, 2020

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

Education 62

Education Business Consulting Touchpoint Engineering 62

Customers That Stick

JANUARY 15, 2020

As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer. In this weekly series I’m going to give you some quick answers to your customer service questions.

Customer Service 78

Customer Service Customer Experience 78

Uplifting Service

JANUARY 15, 2020

Transcript of What is Excellence?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. Now, some of you are saying, “Excellence has to be Unbelievable.” The rest of you are saying, “No, no, no. Let’s be realistic.” Excellence is when you surprise or when you just serve somebody the way they like it.

Education 59

Education Customer Experience Customer Service 59

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

JANUARY 14, 2020

When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. When properly structured, the CS team can grow revenue and, prevent churn while deepening customer loyalty.

B2B 64

B2B Net Promoter Score Finance Sales 64

Kerry Bodine

JANUARY 16, 2020

I worked at an advertising agency for just over a year. (A year and a day to be exact.). Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d deliver our ideas to the client, much the way a grand meal is presented on a silver platter at a fancy restaurant or state dinner.

Education 62

Education Business Consulting Touchpoint Engineering 62

Customer Bliss

JANUARY 13, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below, in which I walk through the quiz that’s available here on my website for you to take and use with your team.

Start-ups 57

Start-ups Gaming CX 57

PeopleMetrics

JANUARY 15, 2020

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1.

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CX Touchpoint NPS Contact Center 54

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

Totango

JANUARY 16, 2020

Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor.

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Customer Satisfaction Customer Relationship Customer Feedback Customer Experience 62

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift backed by data—lots of it. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touch-points. with nearly 50% regularly using more than four.

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Omnichannel Social Media Touchpoint CRM 52

Confirmit

JANUARY 17, 2020

Register to the webinar for your region. Australia: 29th January @ 11am AEDT. Europe: 29th January @ 11am GMT. North America: 29th January @ 11am EST. Data Science, Analytics, and Insights are indeed the ‘New Power Team’ for unlocking hidden truths in data. But there is still one challenge you must overcome. No matter how good the insights you uncover are, they are useless if your clients cannot understand or take action on those insights.

Voice of the Customer 52

Voice of the Customer 52

Hodusoft

JANUARY 17, 2020

An effective communication system is of paramount importance to manufacturing industries if they are to deliver exemplary customer experiences in addition to improving internal communication and collaboration. Given that many enterprises follow a decentralized model with head office in one location, manufacturing in one or more locations, customer service in yet another location and sales office in several areas the need for a superior communication system assumes more importance.

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Manufacturing Social Media Omnichannel Touchpoint 52

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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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InteractionMetrics

JANUARY 16, 2020

Lately, at Interaction Metrics, we’ve been discussing the difference between striving to optimize and striving to improve. Specifically, should you optimize your customer experience or improve it? I’ve come down on the side of customer experience optimization because improvement is just too vague. For instance, many of us equate service and manufacturing quality with the Japanese Kaizen principle ‘strive for never-ending improvement’.

Customer Experience 52

Customer Experience Net Promoter Score Text Analytics Manufacturing 52

CSAT.AI

JANUARY 15, 2020

After all the decorating, travel, presents, dinners, parties, desserts, fireworks and countdowns to the new year (if that’s how your holidays roll) regular life seems dull. (Oh, we have to go back to ‘that’?) Big expectations fueled by FOMO inducing ad campaigns and hype followed by a let down holiday is depressing too. Bummer. Meanwhile, customer service teams are working hard to make sure all of the parties, travel, gifts and so on, happen.

Customer Service 52

Customer Service Sentiment Analysis Start-ups AI 52

Confirmit

JANUARY 16, 2020

How does Confirmit Horizons support my business? Confirmit Horizons provides everything you need to develop feedback and research programs that engage your audience, maximize responses, and make it easy for you to share and act upon the data you gather. Confirmit Horizons offers a true multi-mode feedback collection, reporting, and analysis platform – with real-time closed-loop alerting, collaborative action planning, verbatim categorization, and sentiment analysis, and the ability to inte

Unstructured Data 52

Unstructured Data Sentiment Analysis Close the Loop Artificial Intelligence 52

Uplifting Service

JANUARY 15, 2020

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance. These are the links to watch Challenges 1 to 4: Challenge 1: Setting Effective Service Standards Challenge 2: Shifting from Service Process to Customer Experience Challenge 3: Building Internal Service Relationships and Employee Engagement C

Customer Loyalty 52

Customer Loyalty Customer Experience Education Customer Service 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