Adrian Swinscoe
JUNE 24, 2022
As we emerge from the pandemic into a geopolitical crisis that is fueling inflation and shortages worldwide, the economic and competitive environment will become increasingly challenging […]. The post Building a robust digital customer experience strategy in 3 steps first appeared on Adrian Swinscoe.
Inside Customer Service
JUNE 23, 2022
My first customer service interaction didn't end well. I was sixteen and had been on the job for 15 minutes. An irritated customer approached and I said the wrong thing. He stormed out of the store. It was a terrible feeling to see a customer literally walk out the door. In that moment, I vowed to learn everything I could to prevent that from happening again.
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Zonka Feedback
JUNE 23, 2022
If your employees punch in at 9 and count every single second till 5 – you’ve failed the mammoth task of keeping your employees satisfied. Employee satisfaction is an intangible yet most powerful force that facilitates successful and productive workplaces. Especially in the post-covid era employee satisfaction is more important than ever.
Intercom, Inc.
JUNE 22, 2022
Today we’re delighted to announce new next-generation bot capabilities that will boost the power of your bots so that your customers get the help they need, faster. Bots are transforming the way businesses support their customers. At Intercom, we’re striving to make our automation bots as powerful as possible, offering companies the fastest way to resolve queries in the face of ever-increasing inbound volume and customer expectations.
Speaker: Lee Andrews, Founder at LJA New Media & Tony Karrer, Founder and CTO at Aggregage
This session will walk you through how one CEO used generative AI, workflow automation, and sales personalization to transform an entire security company—then built the Zero to Strategy framework that other mid-market leaders are now using to unlock 3.5x ROI. As a business executive, you’ll learn how to assess AI opportunities in your business, drive adoption across teams, and overcome internal resource constraints—without hiring a single data scientist.
Adrian Swinscoe
JUNE 20, 2022
Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]. The post The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC first appeared on Adrian Swinscoe.
Steven Van Belleghem
JUNE 19, 2022
A heavy devaluation of NFTs. I’m sure you remember that former CEO of Twitter Jack Dorsey sold his first tweet about a year ago as an NFT and that Malaysia-based entrepreneur Sina Estavi bought it for no less than 2.9 million dollars. His plan was to sell it again at a massive profit: for 48 million dollars. Turned out that the market thought otherwise.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Intercom, Inc.
JUNE 22, 2022
Today, we’re excited to launch Intercom SMS – increase engagement and encourage action with two-way SMS that connects you to your customers anytime, anywhere. For businesses looking for a reliable, fast, and effective way to communicate with their customers, SMS is a no-brainer. With an open rate of 98% , you can almost guarantee that your most crucial messages will reach your customers – and not only that, 95% will read those messages within three minutes.
Shep Hyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.
Totango
JUNE 24, 2022
Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. Read on to learn the keys to effective customer success for SaaS clients.
Gainsight
JUNE 24, 2022
Anyone who knows me knows that I’m an annoyingly-positive optimist. But like every CEO, I’m also constantly paranoid. So two narratives are constantly battling away in my brain right now: “The market opportunity for SaaS has never been better.”. “The stock market is down by how much?”. After reading the 732nd memo from a VC firm with their thoughts on the downturn, I decided I needed to get the real scoop.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
Intercom, Inc.
JUNE 23, 2022
Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Instead of reaching out directly to a sales team, customers are taking matters into their own hands and looking to trusted peer reviews for guidance.
Comm100
JUNE 23, 2022
Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this.
Beyond Philosophy
JUNE 18, 2022
Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy.
CSAT.AI
JUNE 21, 2022
Updated June 2022 (Originally posted October 2018) Latency, language differences, awkward auto-corrects, improper use of emojis (no, the poop emoji is not chocolate and ‘LOL’ doesn’t mean lots of love): there are many challenges for communication in contact centers with omnichannel customer access. Upgrade your approach to communication.
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Heart of the Customer
JUNE 23, 2022
Conventional wisdom holds that a great employee experience promotes a great customer experience. That – combined with a growing body of evidence that the traditional 40-hour workweek may not be the most effective or healthy model – has inspired me to institute a four-day workweek for all Heart of the Customer team members. [Insert blaring […].
The Squawk Point
JUNE 21, 2022
Unhelpful Statements. One of Peter Drucker’s maxims was “if you can’t measure it, you can’t manage it” I have lots of sympathy for the statement. If you aren’t measuring performance, you can’t see if it is getting better or worse; if you don’t know if it is getting better or worse, you aren’t managing it.
Beyond Philosophy
JUNE 23, 2022
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. So, today I am covering the 5 Rules for Effective Customer Research That Make a Difference.
Doing CX Right
JUNE 18, 2022
Sam Brenner, a workforce business expert, explains how employers can find, hire and retain customer-centric employees. And advice to candidates who seek more job fulfillment and happiness, leading to customer success. The post Recruiting & Hiring Best Practices For Customer Success appeared first on Doing CX Right.
Speaker: Joe Wroblewski, Senior Sales Engineer
Is your tech stack working for you—or are you working for it ? 🤖 In today’s world of automation and AI, technology should simplify workflows—not add complexity. Seamless integration and interconnectivity are key to maximizing productivity, optimizing workflows, and improving collaboration. Join expert Joe Wroblewski for a practical and insightful session on how you can build a smarter, more connected tech stack that drives efficiency and long-term success!
cxservice360
JUNE 23, 2022
Social media is very important in online marketing. It is used as an important growth method for the development and expansion of eCommerce stores. This is why most successful online stores have a unique advertising model and impressive feature lists like WooCommerce banner images. Are you one of those stores? Are you using social media. Read more. The post Top 10 Social Media Marketing Strategies for eCommerce Websites appeared first on CXService360 - Customer Service Articles, Stories and more
Shep Hyken
JUNE 21, 2022
The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before.
Ameyo Callversations
JUNE 24, 2022
As the digital penetration increases, almost every business is trying to leverage its competitive advantage. The banking sector is also improving digital adoption and introducing several technological disruptors. Cutting-edge innovations like Artificial Intelligence (AI) and machine learning (ML) are exponentially changing the banking models in today’s world.
Knowmax
JUNE 24, 2022
The post 5-point Checklist To Select The Right Troubleshooting Tree Software appeared first on Knowmax.
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.
Gainsight
JUNE 24, 2022
This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. While working at Disney World, I found community with other queer 18–23-year olds discovering their identities for the first time. While a graduate student, “queer” was a verb and a critical lens, a way of looking at the world that challenged norms and imagined new possibilities.
Shep Hyken
JUNE 20, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. (Forbes) Without customer loyalty, a business can struggle to succeed.
RateMyService
JUNE 24, 2022
Our new chart helps you visualise which drivers contribute to competitor differentiation, which drivers are eroding experience and which drivers are emerging as experience pain points. Use the drop-down on the right to access the scatterplot chart. This chart plots experience drivers on a 2 x 2 grid. The vertical axis indicates frequency?—?the number of mentions.
NGDATA
JUNE 23, 2022
Customer data platforms (CDPs) provide companies with the intelligence needed to deliver customer-centric campaigns at scale, but real success relies on leveraging the right capabilities for use cases that drive business impact. Put simply, it’s all about finding the best CDP for the job – and understanding the different types of customer data platforms available is a crucial part of the process.
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.
The Customer Service Blog
JUNE 23, 2022
I know I am not alone in feeling concerned for the future of our nation. We are faced with a catalogue of issues: skills shortages after pandemic layoffs, supply chain shortages linked to international conflict, and now spiralling price inflation. Already we are seeing cracks in service provision in the travel sector as skills shortages and strikes bite hard.
Zonka Feedback
JUNE 22, 2022
It is not wrong to say that the goal of the entire process of Product Management is Customer Satisfaction by providing them the products that suit their requirements and fulfill their expectations. Product managers’ role is to look after an entire product or service within an organization.
ClientSuccess
JUNE 22, 2022
As any CSM has been told – and has realized – many times, no two customer experiences are the same. Every customer has unique goals and is looking to a vendor organization to help solve a problem or two. Surely, however, there must be something that binds customers together and creates a bridge between accounts that CSMs can use to develop large-scale strategies for success, right?
Knowmax
JUNE 22, 2022
The post 4 Ways To Overcome Call Center Agent Burnout With KM appeared first on Knowmax.
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