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.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
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.
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
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 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?
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
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.
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?
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.
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.
Advertisement
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.
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?
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.
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.
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. .
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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
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.
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’.
Advertisement
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.
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.
Confirmit
JANUARY 16, 2020
By itself, data is just a horde of zombies. Stupid, overwhelming and inclined to destroy brains. Confirmit's Halloween infographic provides five ways to inject life into data and turn insight into business intelligence. Learn why you need to grab your biggest cauldren to start mixing data, while putting a stake in that ever-shifting customer landscape.
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
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’.
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.
Expert insights. Personalized for you.
226 
Let's personalize your content